CCBank FDP-103 error

hawpy
hawpy Member ✭✭
edited May 9 in Adding and Updating Accounts

I've been receiving the following error for the last 30 days when trying to link CCBank to my accounts in Simplifi.

"To connect to CCBank CeB DC, you must re-enter your credentials. If that does not work, try entering them on the website at CCBank CeB DC to ensure they are correct.

Care Code: FDP-103"

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Comments

  • Coach Kristina
    Coach Kristina Moderator admin

    Hello @hawpy,

    Thank you for letting us know you're encountering this issue. To help troubleshoot, please follow these steps:

    • Enable the “Show Password” option to confirm there are no typographical errors.
      • If you're using a password manager, try manually typing it in, just in case the one saved is outdated.
    • Depending on how many times you have tried to add your accounts, you may have locked yourself out, so please ensure you can sign into the bank’s website using the exact same credentials.
    • Update your credentials – Try temporarily updating your password at the bank's website and then try again to connect in Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.

    Additionally, I can see that there are several connection options with CCBank in the name. What is the exact URL you use when logging into the account directly through the financial institution's website? I can use that information to help determine which connection option(s) should work.

    I look forward to your reply!

    -Coach Kristina

  • hawpy
    hawpy Member ✭✭

    • I enabled the “Show Password” option and confirmed there are no typographical errors.
    • I double checked the password manager entry but also manually typed it in. Confirmed it's the same pw used to successfully login on the bank website.
    • I can log in to the bank website successfully using the exact same id and pw.
    • I changed the bank pw, and did not include any of the special characters you mentioned. However, I still can't connect via simplifi. I confirmed the new pw will connect to the bank website.
    • The URL I use to login to the bank website is ebanking.ccbank.com, which admittedly isn't on the simplifi list when I search for CCBANK. Simplifi does show a ccbank.com address option which is what I am trying to use. However, I tested and confirmed that I can also login to the bank website at ccbank.com using the same credentials. After accepting the login credentials, the bank auto redirects me to ebanking.ccbank.com.
    • FYI, I reported the error to the bank about a month ago. This was their reply:

    Hello xxxxx, 

      We do allow access to Quicken, unfortunately at the moment we are experiencing an outage with the connection. We are promptly working on getting this resolved. 

    We do apologize for the inconvenience! 

    Thank you,

  • Coach Jon
    Coach Jon Moderator admin

    Hello @hawpy,

    Thanks for the update and information! If you would like to wait until your financial institution resolves its outage before trying to connect again in Quicken Simplifi, that would be perfectly fine. However, we can also continue troubleshooting on our side if you would like to proceed here.

    We would need the following information in order to proceed with further troubleshooting. This information may be DM'd to me if you prefer:

    • The name of the account(s), as it appears in Quicken Simplifi.
    • The name of the account(s), as it appears on the bank's website.
    • Have there been any recent changes made to the bank's website or its sign-in process?
    • What is the exact URL you use to log in to your account on the bank's website?
    • What type of account(s) are you attempting to connect 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.
    • The format of your password (DO NOT provide your actual password!). For example, "Quicken123$" would be coded as "Xxxxxxx###$", where a capital "X" indicates a capital letter, a lowercase "x" indicates a lowercase letter, and a "#" indicates numbers; the actual special characters used will need to be provided.

    Please also submit your logs via the 'Send Feedback' option:

    1. Log in to the Quicken Simplifi Web App.
    2. Select the Profile icon in the upper-right corner of the screen.
    3. With the Profile menu open, hold down the Option key (Mac) or the Alt key (Windows), and then click Send Feedback.
    4. Leave all boxes checked, add a brief description of the issue, and then click Send.

    Let us know how you would like to proceed!

    -Coach Jon

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