HealthEquity FDP-103

Hello @jrussell271 & @glennf14,

Thank you for reaching out! To help troubleshoot, I checked our internal tools, and I can see you're getting a FDP-103 (invalid credentials) error. Is that what you see when attempting to reconnect?

To troubleshoot the issue, please follow these steps:

• Enable the “Show Password” option to confirm no typographical errors.
  • If you’re using a password manager, try typing it in manually, in case the one saved is outdated.
• Because too many failed login attempts can cause the account to get locked, please ensure you can sign into the bank’s website using the exact same credentials that you used in Quicken Simplifi.
• 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: & < > / \.

Please let me know how it goes!

Hello @aqs42112123114user,

Thank you for the reply! I can see the FDP-103 error from our side that you are experiencing. Can you try to sign in to your bank’s website using the same login credentials to ensure you haven't locked yourself out of the account and that the credentials are still valid?

If that still doesn't work, please provide the following information:

• 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.

Hello @TomO321,

Thanks for reaching out! I would have you try the following steps listed by Coach Kristina earlier in the thread:

• Enable the “Show Password” option to confirm no typographical errors.
  • If you’re using a password manager, try typing it in manually, in case the one saved is outdated.
• Because too many failed login attempts can cause the account to get locked, please ensure you can sign into the bank’s website using the exact same credentials that you used in Quicken Simplifi.
• 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: & < > / \.

If those steps do not work for you, then please provide the following information:

• 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.

Let us know!

Hello @glennf14,

Thanks for the requested information. It looks like the Account Summary screenshot you provided is not showing the full page URL, unfortunately. We will need the screenshot to include the full URL. You may send that via DM if you prefer.

I would also verify if the following steps work to resolve the issue for you:

• 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.

Thank you!