Infinite [MFA] loop when adding PHH Mortgage account

@clintval, thanks for posting to the Community!

To clarify, how many times did you enter the code before you determined you were in an infinite loop? I ask because we have been made aware of a known issue causing this type of behavior with MFA, and users are typically able to eventually get past MFA and add the account if they keep trying.

Let us know!

@clintval, thanks for the reply!

Yes, please give it some more tries to see if you can get past the loop and add the account. I would also recommend trying from the Quicken Simplifi Mobile App if you can. Another browser or incognito/private mode may also be worthwhile to try.

Let us know how it goes!

@ming25, thanks for posting on this topic!

When viewing your connection attempts from our end, I see a 325 error, which means your data is inaccessible at the moment, and to keep trying. Do you see this error at all in Quicken Simplifi, or are you in an MFA as described earlier in this thread? Can you take a video of the behavior and upload it, by chance?

I also see that the error is occurring on an existing account within Quicken Simplifi. Let's have you try establishing a completely fresh connection with the bank to see if doing so clears things up for you:

1. Make all of the accounts with this bank manual by following the steps here.
2. Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
3. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here. 

Let us know how it goes!

@clintval, thank you for the information!

I'm trying to determine if this issue is specific to PHH Mortgage or if it's due to the general MFA issue I mentioned prior. Do you, by chance, have MFA enabled with any other banks in Quicken Simplifi? If so, does MFA go through as expected?

Let us know!

@clintval, got it — thank you!

Did you get a chance to try from a different browser or in incognito/private mode, as well as try the Quicken Simplifi Mobile App, as mentioned above? I see that the other user in this thread tried those things, but I want to ensure you have as well before we review your case for escalation.

If the issue persists in these other locations, please provide the following data:

1. Have you ever had this account connected successfully in Quicken Simplifi? If so, when did this MFA loop issue first begin?
2. Has there been any activity in the account in the last 90 days?
3. Has the bank made any recent changes to its website or sign-in process?
4. Are you the owner of the account? 
5. A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.

Please also submit your logs via the 'Send Feedback' option:

1. Log in to the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Much appreciated!