Voya Financial won't reconnect - "No eligible accounts found"/"You have already added all accounts"

sburley
sburley Member ✭
edited April 14 in Adding and Updating Accounts

I have two accounts at Voya that were working fine with Simplifi until a week or two ago when they stopped updating. Attempting to reconnect I get an error "No eligible accounts found." after logging in.

[edited title]

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  • Coach Natalie
    Coach Natalie Administrator, Moderator admin

    @sburley, thanks for posting to the Community!

    I'm not seeing any errors on our end when checking your connection attempts with Voya Financial. Since Voya Financial is one of our OAuth API banks, I would recommend following these steps to establish a completely fresh connection and gain a new access token:

    1. Navigate to the bank's website, sign in, and remove Quicken's access from the bank's third-party linked apps.
    2. Navigate back to Quicken Simplifi and make all of the accounts with this bank manual by following the steps here. 
    3. 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.
    4. Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here. 

    Let us know if this works for you!

    -Coach Natalie

  • FutureEye
    FutureEye Member ✭✭✭✭

    @sburley and @Coach Natalie I am also facing this issue. I’ll try the above step and comment back.

  • sburley
    sburley Member ✭

    Steps 1 and 2 worked fine. At step 3, I logged into Voya, selected my accounts, and got the message "You have already added all your accounts at this bank." I now see that there is a connection to Voya but no accounts under it.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    edited April 14

    @sburley, thanks for the reply!

    By "you now see that there is a connection to Voya but no accounts under it", do you mean that there is an empty institution under the Manual Accounts section in Settings > Accounts? If so, I believe that is pretty common when disconnecting from a bank, and if there are no accounts under it, you can just delete it. Do you see your Voya accounts listed in the Manual Accounts section? And do you see Voya listed anywhere else on the Settings > Accounts page?

    @FutureEye, be sure to let us know how things go for you as well!

    -Coach Natalie

  • sburley
    sburley Member ✭
    edited April 15

    Yes, there was a section for Voya Financial with no accounts listed, below the manual account section. I pulled up Settings > Accounts just now and it had disappeared. I tried step 3 again and got the same result, with the "You have already added all your accounts at this bank" message and a new empty section for Voya.

    My Voya accounts are listed in the manual accounts section. I don't see Voya anywhere else on the page.

    Edit: Also, when I go to Voya's website I don't see Quicken under 3rd party apps.

  • Dan23
    Dan23 Member
    edited April 15

    I am having the same issue with Sun Life Voya. Step 1 and 2 above were not necessary as I had never connected Voya before. Step 3 fails with "You have already added all your accounts at this bank", when in fact I had not. Voya appears at the bottom of the account list for a short period of time with no accounts and then disappears on its own.

  • hennibee
    hennibee Member

    I am also having this issue. It was connected until 2 weeks ago. Yesterday, 3 different things happened.

    1) I got a message that I already have a Voya connected account (but it wasn't connected)

    2) I deleted the existing, non-updating, Voya account and tried to add. It just started to go thru the authentication, and then stopped.

    3) I tried again, and now it says I am denied access.

    Yesterday, it pulled up Voya successfully, but then said I didn't have a Voya account.

    So it's been a bit of everything wrong.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin

    Hello everyone,

    Thank you all for coming to the Community to report this issue! It looks like this issue has already been escalated internally, so we created an Alert that everyone can follow for updates as the issue is worked on:

    https://community.simplifimoney.com/discussion/16230/new-4-15-26-voya-financial-you-have-already-added-all-your-accounts-at-this-bank

    In the meantime, you can track the account manually by adding manual transactions, which will keep your records up-to-date. Here are the steps to do so: https://support.simplifi.quicken.com/en/articles/3348103-managing-transactions-in-quicken-simplifi#h_85ca9fed99

    If the account is an investment account, the manual tracking steps are a little different —

    Make the account manual so you can add and edit Holdings:  https://support.simplifi.quicken.com/en/articles/5321064-how-to-make-an-account-manual#h_d9c41566d8  

    Add/edit your Holdings to keep accurate records:  https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_f8a7bc2e30 and https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_034717f2b3  

    And if the account isn't currently in Quicken Simplifi for manual tracking, here are the steps for adding a manual account: https://support.simplifi.quicken.com/en/articles/4295304-adding-accounts-in-quicken-simplifi#h_933c74c4b4

    We appreciate everyone's patience as we work to resolve this matter!

    -Coach Natalie

  • FutureEye
    FutureEye Member ✭✭✭✭

    I see this issue to be resolved now for me.

  • sburley
    sburley Member ✭

    It's still happening for me.

    @Coach Natalie, thank you for looking into this.

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