new biller connect system not working

Lemfatale · September 7

Ever since all billers were disconnected in August due to Simplifi switching how they connect, I have been unable to reconnect any of them. I've tried using both "reconnect", and also completely disconnecting first and adding a new connection. I always get the same result- I get a message stating that I have successfully connected the biller, then the biller still displays the "connection error" error message. Is this a known issue? Is there some trick to reconnecting billers now? This is really frustrating. The AI chatbot just told me to reconnect, which was not helpful given that it doesn't work.

Coach Kristina · September 7

Hello @Lemfatale,

Thank you for letting us know that you're encountering this issue. To help troubleshoot, please provide a screenshot of what you're seeing.

You mentioned that when you go through the reconnection process, it claims the biller was successfully connected, but you still see "connection error" for that biller. Does that error briefly clear, then come back, or is it instantaneous, as those the error was never cleared? Have you checked the All Series tab in Bills & Income to confirm that there aren't any duplicate series (one connected and one showing the error)?

I look forward to your response!

Lemfatale · September 15

Hi! Sorry for the late response- I didn't get a notification that you had responded and I hadn't had time to check back. I get the message that it successfully reconnected, then the connection error icon immediately comes back, for most billers. For some (Cricket and Windstream), where the connection error icon is on the other billers, there's just a little continually spinning circle, like it's trying to connect. None of my billers are duplicated. I am using Firefox but I'm not sure that makes a difference. Let me know if I should try a different browser. Some sites do break in Firefox but Simplifi has never been one of them before.

Coach Jon · September 15

Hello @Lemfatale,

Thanks for the response! I would definitely have you try in another web browser/incognito mode to see if the issue is present there as well. Can you also supply a screenshot showing the issue you're running into on your side to better assist us?

-Coach Jon

Lemfatale · September 16

This morning I tried reconnecting billers using Edge instead of Firefox. Same problem. I reconnected KY american Water, received a message telling me it had connected successfully, then it immediately went back to displaying the error message.

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Also, I am still getting the spinning connect thing in Firefox with some billers (see below)

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However, that does seem to be Firefox specific, as I do NOT see that in Edge. Cricket appears connected normally in Edge. (see below)

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RickS · September 16

Same problem with all my billers except for credit cards.

Redfrog09 · September 16

same problem with all my billers except for credit cards

Coach Jon · September 16

Hello @Lemfatale, @Redfrog09, and @RickS,

Thanks for the replies! With the changes to Bill Connect, you will want to verify that your billers are supported at this time by disconnecting each biller and searching for them when reconnecting in the list of available billers.

If you can’t find your biller, double-check your spelling and try different versions of the biller’s name. If your biller still isn’t available, it likely isn’t supported by the new provider yet. You can still track it by setting up a manual bill reminder. Manual bills are based on estimates and, while they won’t automatically update with the exact amount, they are a reliable way to stay on top of your bills and forecast your cash flow.

Let me know if you need assistance looking for a specific biller, and I can verify if they are currently supported.

-Coach Jon

Lemfatale · September 18

I have a question- under the old system, about half my billers were available to connect to Simplifi. I just checked, and with your new system, not a single one is (and many of these are major national companies). That's pretty frustrating. Do you anticipate more billers will be supported soon? Will we be notified when new billers are added, or are users supposed to check on our own?

Coach Jon · September 18

Hello @Lemfatale,

Thanks for the response. We're aware of the current limitations, and we do know that our new service provider is actively working to add more billers over time. While we don't have a specific ETA, we'll be sure to update the community with any pertinent information as we learn more.

-Coach Jon

Lemfatale · September 18

Okay, thank you!

Coach Jon · September 18

Hello @Lemfatale,

Just to further clarify, there are no plans to announce any new billers within the community at this time. However, we do recommend continuing to check in Quicken Simplifi every so often to verify if your biller has been added, and you can always submit a Missing Financial Institution request for the missing biller as well, as this will provide a place for updates on when/if the bill becomes available.

https://community.simplifimoney.com/discussion/998/creating-and-voting-for-ideas-in-the-community

I hope this clarifies things further!

-Coach Jon

SRC54 · October 4

Yesterday, I got a notification that my Gas bill was ready to be paid. Now why is this interesting?

I have notifications turned off and none of my billers are connected. I tried to connect Spire Energy but it wasn't even an available biller. LOL

As for notifications, who knows?

SRC54 · October 4

By the way, am I doing something wrong? There seems to be only about 20 billers available and nothing we use in Alabama. Is there anyone that has connected anything in my neck of the woods?

Coach Kristina · October 5

Hello @SRC54,

Thank you for reaching out! Since the new service provider doesn't yet support as many billers as the previous service provider did, it's likely that you're not doing anything wrong. According to the FAQ section of our article on improved bill connect, here is the recommendation for when you can't find a biller you're trying to connect/reconnect:

What if my biller doesn’t appear when trying to reconnect?

If you can’t find your biller, double-check your spelling and try different versions of the biller’s name. If your biller still isn’t available, it likely isn’t supported by the new provider yet. You can still track it by setting up a manual bill reminder. Manual bills are based on estimates and, while they won’t automatically update with the exact amount, they are a reliable way to stay on top of your bills and forecast your cash flow.

I hope this helps!

SRC54 · October 5

Thanks @Coach Kristina I do use the reminders and I am on top of my bills. It was weird the I got a notice that my biller had updated my bill, but maybe this is as designed. Of course, it may have been something else. I don't dwell too long on these matters. I thought, well, that's weird, but I've already paid! 😀

As for the new biller system, hmm.

L_e_n_n_y · October 29

Hello @Coach Jon I just found out about this thread. Right after the upgrade to the new biller system, all of my billers disconnected. I tried different ways to reconnect and also used different browsers, but to no avail. The worst part is that after I cleared a biller to start reconnecting from scratch, it is no longer in the list of available billers. So, I cannot reconnect or start from scratch because my electric bill, water, gas, internet, etc., are no longer in the list. The only one that works (kind of) is the credit card biller.

I have double and triple checked the spelling and tried different variations of the biller’s name. At this point I strongly believe my service providers are no longer supported in the new system. I don’t want to manage this manually; that defeats the purpose, and I can’t wait indefinitely for them to be supported again.

I will continue using Quicken Simplifi for the remainder of my contract, but I will not renew.

Coach Jon · October 29

Hello @L_e_n_n_y,

Thanks for reaching out! If your billers are still unavailable after searching for them with different variations of their name, it is likely that they are not yet supported by the new provider, unfortunately. I can double-check if you would like, of course. Otherwise, you would have to track them by setting up manual bill reminders. I can understand completely if this is not something you are willing to do, of course.

You may also continue to check in Quicken Simplifi every so often to verify if your billers have been added, and you can always submit a Missing Financial Institution request for the missing billers as well, as this will provide a place for updates on when/if the biller becomes available.

https://community.simplifimoney.com/discussion/998/creating-and-voting-for-ideas-in-the-community

-Coach Jon

DannyB · October 29

I only have two billers I use Bill Connect with - my water service and my natural gas provider. The water service is connected and works fine. I get this far with my natural gas provider and no further. I've tried connecting a few times and ended with this same message screen. We produce our own electric power with enough surplus to cover our electricity provider's service fees.

Virtually all other recurring bills are for static amounts due on the same day every month and the built in reminders are more than adequate to cover these for Spending Plan and forecasting purposes.

indy patriot · November 12

https://community.simplifimoney.com/discussion/comment/59716#Comment_59716

I would hardly call it "improved bill connect" when I had better results with the old system and more of my billers were included. Sorry for being so negative, but let's be real and just tell it how it really is. I have just wasted the last 1.5 hours trying to get "some" of my billers reconnected to your new system only to be denied for whatever reason such as "Activation is rejected by Biller" when previously I could connect with a username/password on their site. Or how about "Sorry but we were unable to make your changes". I now have to provide a bunch of manual information that I never needed to provide and still get rejected. If you want feedback from your customer, then I am going to say that perception is reality and the new system might theoretically be improved as compared to the old, but the reality is that it is not from this customer's perspective.

SRC54 · November 12

@indy patriot I have only one biller available — Spectrum. I too think it would have been better to have no bill connect until it were more inclusive. Here's hoping it improves soon.

new biller connect system not working

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