Bill Connect: Costco Not Connecting

TiggerTrainer · November 11

I am trying to connect my Costco membership and it is coming up with the error attached. I have tried several times with no success.

Coach Jon · November 11

Hello @TiggerTrainer,

Thanks for reaching out and providing a screenshot showing the issue. I would suggest trying to reconnect the biller one more time in this case, so that we can see if this resolves the issue, and if it does not, we will have an established case here for escalation purposes.

Go to the Bills & Income tab.
Look for your connected bill reminders with a red disconnected icon.
Click Reconnect biller from the bill’s option menu.
Search for your biller by name and select it if it appears.
Enter your biller account details to connect.
After submitting, you’ll see a screen confirming that it’s been added, though the connection may still be in progress.
When the connection is complete, we’ll begin syncing and delivering bills automatically. Some billers may take longer than others to begin syncing.

Let us know how this goes! If it still doesn't work, please provide logs to better assist us:

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.

-Coach Jon

TiggerTrainer · November 11

@Coach Jon, there is not a location to "Send Feedback".

TiggerTrainer · November 11

https://community.simplifimoney.com/discussion/comment/61244#Comment_61244

@Coach Jon I tried reconnecting and here are some screenshots.

Coach Jon · November 11

Hello @TiggerTrainer,

Thanks for the reply. Per the instructions I previously sent, you will need to hold down the Option key for Mac or the Alt key for Windows in the Profile menu, and then click Send Feedback.

-Coach Jon

TiggerTrainer · November 12

@Coach Jon I was able to figure it out. Thank you for your patience.

The log has been provided, please see reference id 511922835720743937.

Coach Jon · November 12

Hello @TiggerTrainer,

Thanks for the information! I did get this reported to our service provider and will be sure to follow up here when we receive any status updates!

-Coach Jon

IP29405958

Coach Jon · November 18

Hello @TiggerTrainer,

I am back with an update from our service provider. They believe the issue should now be fixed and would like you to try connecting to the biller once more to verify if the issue is resolved. Let us know!

-Coach Jon

TiggerTrainer · November 19

https://community.simplifimoney.com/discussion/comment/61528#Comment_61528

Thank you @Coach Jon. This is what I got.

Coach Jon · November 19

Hello @TiggerTrainer,

Thank you for the update! I let our service provider know and will continue to keep you updated as they work on the issue.

-Coach Jon

Coach Jon · November 21

Hello @TiggerTrainer,

Our service provider came back again with an update on this issue! They state that the enrollment was rejected by the biller with a "consumer not found" message. This is most likely due to the wrong account number or the wrong billing zip code being entered, according to them. Are you able to verify your login credentials and try again?

-Coach Jon

Coach Jon · November 26

Hello @TiggerTrainer,

Just following up again to see if you saw my previous update? Our service provider states that the enrollment was rejected by the biller with a "consumer not found" message. This is most likely due to the wrong account number or the wrong billing zip code being entered, according to them. Let us know if you are able to verify your login credentials and try again.

Thank you!

-Coach Jon

TiggerTrainer · December 2

https://community.simplifimoney.com/discussion/comment/61812#Comment_61812

@Coach Jon Sorry I thought I responded. I have tried the account number and zip code using both the 5 digit zip and the 9 digit zip code, both return the same result. I can privately send my information to you if that helps. I am unsure what may not be correct. I pulled up my Costco app and the information and made sure each field matched identically to my Costco account field.

Coach Jon · December 2

Hello @TiggerTrainer,

Thank you for letting us know! I let our service provider know and will follow up here when we receive any updates on the issue.

-Coach Jon

Coach Jon · December 4

Hello @TiggerTrainer,

I am back with another update from our service provider. They did confirm that Costco is rejecting your enrollment attempts, and at this point, you will need to contact Costco to determine why that is occurring.

I wish we had better news to share from our side. Thank you.

-Coach Jon

TiggerTrainer · December 4

https://community.simplifimoney.com/discussion/comment/62141#Comment_62141

@Coach Jon, so when I contact Costco, what do I need to tell them to be able to receive the help I need? Are there key words and items I need to provide them with to get to the right person?

Coach Jon · December 4

Hello @TiggerTrainer,

Thanks for the reply! I wish I could tell you specifically who or what to ask for in this case, but I am unfortunately unaware of how their support works from their side. I would suggest just informing them of the work done over here and the fact that our service provider was able to verify that Costco has been rejecting your attempts.

-Coach Jon

TiggerTrainer · December 4

@Coach Jon

What is the name of the service provider so that they are able to identify the system?

Coach Jon · December 4

Hello @TiggerTrainer,

Sure thing! The name of our service provider is Fiserv. I hope this helps!

-Coach Jon

Bill Connect: Costco Not Connecting

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