CIBC US New Login (Care Code: FDP-163)

myfriend
myfriend Member ✭✭✭
edited October 28 in Adding and Updating Accounts

CIBC just upgraded their website and sign in process. New sign in site is below.

https://online.us.cibc.com/etc/designs/usbanking/online-banking/auth/index.html#/signon

Can we pleeeease get this site added for Simplifi so we can get updates again?

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  • Coach Jon
    Coach Jon Moderator admin
    edited October 28

    Hello @myfriend,

    Thanks for reaching out! It looks like we already have CIBC Bank available within Quicken Simplifi. I see that when you use the following instance available within Quicken Simplifi, you receive an FDP-163 error.

    image.png

    Can you let us know if you are trying to update an existing account already within Quicken Simplifi? If you are, have you tried establishing a fresh connection by making the account manual and re-linking to see if that fixes the current issue? The instructions to do that are:

    • Make all of the accounts with the bank manual by following the steps here.
    • 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.
    • 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!

    -Coach Jon

  • joshryanr
    joshryanr Member ✭

    @Coach Jon

    Another +1 for adding support for CIBC. As the OP stated, they upgraded their system and now it's not possible to either sync an existing, previously connected account, nor establish a new account connection. Everything returns the FDP-163 error.

    It would be great to get this fixed, as my CIBC account is my primary savings account for tracking savings goals, and this issue has caused a lot of problems for my use of the app. Thank you!

  • Coach Jon
    Coach Jon Moderator admin

    Hello @joshryanr,

    Thanks for reaching out as well. I can see from our side that you are receiving FDP-163 as well when trying to connect with CIBC Bank. Have you tried the above steps I shared to see if they work in resolving the issue? Can you also provide a screenshot of the error within Quicken Simplifi?

    https://community.simplifimoney.com/discussion/comment/60574#Comment_60574

    -Coach Jon

  • joshryanr
    joshryanr Member ✭
    edited October 28

    Hi @Coach Jon,

    Thanks for the quick response and attention to this issue. Yes, I have tried the steps you described above. They do not work because the connection with the bank cannot be established. Every attempt to repair a connection or establish a new account connection results in the error.

    Here is the screenshot:

    image.png
  • Coach Jon
    Coach Jon Moderator admin

    Hello @joshryanr,

    Thanks for the reply and for taking the time to report this issue. I was able to get this issue escalated for you, and I will be sure to post back as soon as an update is received. 

    -Coach Jon

    EWC - 12022106

  • myfriend
    myfriend Member ✭✭✭

    I was unable to reply yesterday, so thank you both for keeping the conversation going!

    For the record, I had tried all the steps above as well, with no success.

    Appreciate you escalating, Jon.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @myfriend,

    Thanks for the reply and for letting us know. I will be sure to post back as soon as I have further information from our service provider on this issue.

    -Coach Jon

  • Coach Jon
    Coach Jon Moderator admin

    Hello @joshryanr,

    I am back with an update from our service provider. They would like to schedule a session to perform more advanced troubleshooting for this issue. We will need the following information:

    1. Confirm that the email address and phone number listed on your Quicken Simplifi Account are your best contact info.
    2. Provide your general availability over the next few weeks, and please also include your time zone with this.

    We will also need 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.

    Finally, we will also need logs to be submitted, please:

    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.

    I look forward to hearing back from you!

    -Coach Jon

  • joshryanr
    joshryanr Member ✭
    edited October 30

    Hi @Coach Jon,

    Thanks for your attention to this.

    1. Yes the email and phone on my profile are correct and accurate.
    2. Available weekdays, from 12pm to 4pm in PST time zone.

    image.png

    I followed your instructions and submitted feedback from the web version of Simplifi.

  • Coach Jon
    Coach Jon Moderator admin
    edited October 30

    Thank you @joshryanr!

    I have forwarded the information you provided to our product team. Please keep an eye out, as a member of the team will be contacting you via email to schedule the debug session.

    -Coach Jon

    CTP-15068

  • CZC
    CZC Member ✭

    Any update on when we might get a resolution on this issue

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    edited November 4

    @CZC, thanks for posting on this topic!

    This issue has already been escalated internally, and there is no update to provide as of yet. Our teams do not provide ETAs. As soon as we are provided with any news, though, we will be sure to update this thread accordingly.

    Thank you for your patience as this issue is being worked on!

    -Coach Natalie

  • mfishman
    mfishman Member ✭

    @Coach Natalie @Coach Jon i am having this same issue too. is the team currently working on resolving this?

  • Coach Jon
    Coach Jon Moderator admin

    Hello @mfishman,

    Thanks for reaching out. This issue has indeed already been escalated to our product team to be worked on. We will be sure to keep this thread updated as we receive any status updates going forward.

    -Coach Jon

  • Coach Jon
    Coach Jon Moderator admin

    Hello everyone,

    We now have an alert for this reported issue with CIBC Bank USA that everyone can follow for updates here:

    https://community.simplifimoney.com/discussion/14963/new-11-17-25-cibc-bank-usa-returning-fdp-163-error

    We appreciate your continued patience as we work toward a resolution.

    -Coach Jon

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