Some Amex accounts are not being discovered
This discussion was created from comments split from:
Comments
-
@Coach Natalie please make your team working on this aware that, in conjunction with the FDP-401 error, Quicken Simplifi no longer presents all of the American Express accounts at the mapping accounts to Simplifi process. Specifically:
- Via Quicken Simplifi, choose Settings, Accounts. Either reset connection, add account, or start afresh, the same behavior occurs.
- Select all of your American Express accounts (for example, a number greater than 3)
- When you get to the mapping screen where you can map your American Express accounts to your Simplifi accounts, only a maximum of three American Express accounts are shown. This is a new incorrect limit that was not there prior to this recent FDP-401 error occurring.
0 -
Hello @Myles,
Thanks for reaching out! Since the FDP-401 error is still being received, it will be hard to troubleshoot the other issue in the meantime due to the connection not being able to be formed without running into the error. If you do try again and can get connected without receiving the FDP-401 error, I would verify if the following steps help resolve the issue you are reporting.
This may be due to your user token having expired. This can happen after having the account connected for more than 90 days.
- To gain a new token, you will have to revoke Quicken from accessing your bank's website, then reconnect your accounts.
- Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
- 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.
I hope this helps!
Coach Natalie is currently out, but she should be back soon to address further concerns regarding this thread.
-Coach Jon
0 - To gain a new token, you will have to revoke Quicken from accessing your bank's website, then reconnect your accounts.
-
Thanks @Coach Jon, I did try the exact steps you indicate yesterday before posting my report. What I see is:
(1) I can revoke Quicken’s access from American Express on the American Express web site without difficulty.
(2) From the Add Account flow, “Quicken Simplifi will locate the accounts associated with your User ID and Password, displaying the Account Name and Type, along with a checkbox to add or ignore each new account.” - this works, and I can select each of the accounts.
(3) It’s the “Linking Accounts” section that shows only the subset of American Express accounts afterwards, even though a greater number of accounts are setup as manual accounts.
0 -
Hello @Myles,
Thanks for the reply! To clarify further, can you let us know which accounts are coming through fine and which accounts are not being presented during the Add Account flow? If you can provide their account types as well, that would be helpful. Feel free to DM this information to me for privacy reasons if you prefer.
-Coach Jon
0 -
I even had the same issue. When I try to add the accounts via Simplifi flow it adds only the credit card accounts but not the savings accounts. I have 2 cc and 2 sav accounts. It is showing all 4 accounts when signed in but on the mapping page, it shows “we found 2 accounts that can be added to simplify” message.
0 -
Hello @tvkloves,
Thanks for reaching out and reporting this issue as well! Can you also try the steps I shared earlier in this thread to see if they work for you?
If they do not, can you then provide the following information?
- Has there been any activity in the account in the last 90 days?
- Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
- Is the account a subtype of a different account?
- Has the bank made any recent changes to its website or sign-in process?
- Are you the owner of the account?
- The name of the account, as it appears on the bank's website.
- If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
- 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.
- A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.
-Coach Jon
0 -
@Coach Jon Thanks for your reply. I tried to look at the steps and don't see the below option in my americanexpress account.
- Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
Also not sure why are you asking all that information. There are lot of posts for the same issue from different users who are all experiencing same issue. This is not an issue with my account, this is an issue with your Simplifi application. I even tried deleting the institution from Simplifi and reregistered but it's not working and not showing savings accounts to add.
0 -
Hello @tvkloves,
Thanks for the reply! The option to remove Quicken's access should be available on the bank's website. The reason we request the information I mentioned is that we need to verify the specific issue and share the details with our product team during the escalation process. This enables them to identify the cause and work on a resolution.
-Coach Jon
0 -
@Coach Jon In my case, there is one American Express card and five Personal Savings accounts. From Quicken Simplifi, when I get to this screen, “Choose the American Express product(s) you authorize Quicken to access:” - I check all of them and choose Authorize. Each time, at the Simplifi “Add Account” screen, it says, “We found 3 accounts you can add to Simplifi”. The accounts are always the same, one credit card and two of the savings.
Note, again, this is new behavior, probably just within the several weeks. Previously, I have had all of my American Express accounts working for a long time in Quicken Simplifi.0 -
I'm noticing what I assume is the same issue as well.
I have just recently subscribed to Simplifi (a few days ago) and noticed when attempting to add my Amex accounts (1 credit card and 1 savings account) that only the credit card account was added. On the Amex account sharing screen, I selected both accounts to share. Simplifi then only shows me 1 account (credit card) to track.
This is frustrating, as transfers between savings/checking/paycheck/etc. are not categorizing and linking correctly due to the missing account.
0 -
Hello @ihattendorf
Thanks for reaching out and providing that information as well! Can you please try the following steps and let us know if they work out for you?
- Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
- 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.
@Myles, Thanks for the requested information! Can you supply the following information as well so that we can look at getting this issue escalated?
- Has there been any activity in the accounts in the last 90 days?
- Are the accounts considered external accounts (i.e., are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to?
- Are the accounts a subtype of a different account?
- Has the bank made any recent changes to its website or sign-in process?
- Are you the owner of the account?
- The names of the accounts, as they appear on the bank's website.
- If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
- 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.
- A screenshot of the Add Account screen in Quicken Simplifi showing that the accounts in question are missing at account discovery.
Feel free to DM me this information if you prefer!
-Coach Jon
0 -
Thanks @Coach Jon, you should see a DM from me.
0 -
Hello @Myles,
Thanks for the screenshots and information I requested! I noticed in the Add Account flow screenshot that you already have some accounts connected when trying to add the others. When doing the steps I listed previously, did you make all of the accounts from American Express within Quicken Simplifi manual when doing so?
-Coach Jon
0 -
@Coach Jon Yes, all the accounts were originally made manual. I sent you a new DM with an additional screen shot illustrating this.
0 -
Hello @Myles,
Thank you for the additional information. Can you please confirm what type of account the Annual Taxes account is that you provided a screenshot of? We will want to make sure so that we can verify if any patterns are appearing for those with this issue. Can you also please provide logs so that we can start working on escalating this issue for you?
- Log in to the Quicken Simplifi Web App.
- Select Profile from the left-hand navigation bar.
- With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
- Leave all boxes checked, add a brief description of the issue, and then click Send.
Let us know once you have sent those over!
-Coach Jon
0 -
@Coach Jon - I sent you a DM with this information.
0 -
Hello @Myles,
I was able to get this issue reported to our product team. They will take over from here and start to work on a resolution. I will be sure to follow up with any status updates we receive going forward for this issue here.
Thank you for your patience!
-Coach Jon
CTP-15280
1 -
It’s been more than a month since the incident was first reported and till now it has not been resolved. I am slowly losing interest in your service. When we used Mint we never experienced this issue. Even if we did they would have resolved in no time. And when they could do for free service why can't you fix for paid service?
1 -
Hello @tvkloves,
Thanks for reaching out! To help clarify your situation, can you confirm if you are speaking about the FDP-401 error with American Express or the issue regarding missing accounts with American Express? In the case of either, I would have you please try the following steps and let us know if they work out for you:
- Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
- 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.
We also have an alert for the FDP-401 error that you can follow here for updates:
-Coach Jon
1 -
I'm going to be honest, it's frustrating when support ignores past comments and replies with a canned troubleshooting response putting all the troubleshooting work on the user, especially when that user has already jumped through the same hoops before.
There's a simple repro, the issue has been reported to the product team, has it been fixed? Yes or no. If no, is it on the roadmap for the near future? There shouldn't be any additional required information from users until there has at least been an attempt by the dev team to fix the issue.
The entire reason I'm using Simplifi is to simplify my finances. Having my savings account fail to sync does the opposite of that.
0 -
Hello @ihattendorf,
I apologize for the frustration. We can certainly understand where you are coming from. Troubleshooting is required in order to have an issue reported to our product team. We did file a ticket for this issue already, and it is being worked on; however, any other users experiencing this issue who wish to be added to the ticket will need to present the required information as well.
I hope this clears up any confusion regarding our processes.
-Coach Jon
0
