Overview

One of Simplifi's fundamental functions is downloading data from your banks right into your connected Simplifi accounts. This alone takes most of the work out of tracking your finances and leaves the days of hand-entering data right where they belong -- in the past!

While we're continuously working to ensure the consistency and reliability of bank downloads, you may eventually encounter an error that requires additional steps to resolve. Fortunately, we've compiled a list of the most common bank errors so you can quickly get back to business!

Be sure to check our community's Alerts and Current Online Banking Issues sections for any known outages!


"We are unable to connect to [BANK NAME] at this time."

  • Error Code(s): 101, 102, 105, 155, or others.
  • Error(s): FI_TIMEOUT, FI_WEBSITE_UNAVAILABLE, FI_BLOCKING, or others.

What causes this error?

Simplifi presents this generic messaging when we're unable to connect to a specific bank. Usually, this occurs if the selected bank is throttling connection traffic, the bank's website, or the URL we use to connect is currently unavailable, or they're completing maintenance on their services. You may be able to log into the bank's website successfully and still receive this error in Simplifi because Simplifi connects to your bank using a different server.

How can I resolve this error?

Most of the time, this error resolves itself after 24-48 hours. However, if you continue to receive this error after 48 hours, please contact one of our awesome Coaches through the navy messenger icon at the bottom of your Simplifi account.


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

  • Error Code: 103
  • Error: INVALID_CREDENTIALS

What causes this error?

If you've received this error message, you may have mistyped your username and/or password.

How can I resolve this error?

  1. Verify the bank being selected -- There may be several different versions of the same bank in the Add Account bank list, so be sure you're selecting the correct one. If you're not sure, compare the URL's shown for each bank.
  2. Verify your login information – Type your password/PIN into a text application to ensure you don’t have any typographical errors. Then, copy and paste your login information into Simplifi to ensure accuracy.
  3. Verify your login at the bank’s website – Try to sign in to your bank’s website using the same login credentials to ensure you've not locked yourself out of the account and that the credentials are still valid.
  4. Check for an app-specific password – Some banks require users to use a specific app-password when connecting to a third-party. Check with your bank to see if you need to use an app-specific password.
  5. Update your credentials – Try temporarily updating your password at your bank's website and then try again to connect to Simplifi.

If you continue to experience trouble, please contact Simplifi Support.


“This usually happens if an account nickname or number has changed at your bank. To fix, you must reconnect your account.”

  • Error Code: 106
  • Error: ACCOUNT_NOT_FOUND or ACCOUNT_MISMATCH.

Note: If you add your account for the first time and receive this message, please contact Simplifi Support.

What causes this error?

You may receive this error if an account name or number changed at your bank or if an account was closed. Most users would experience this message if their credit card were replaced due to being lost or stolen.

How can I resolve this error?

If an account number or name has changed, you can reconnect your account and link it to the already existing account in Simplifi by following these steps:

  1. Hover over the menu on the left-hand side and select Settings.
  2. Click Accounts.
  3. Locate the account and select the gear icon at the top right corner.
  4. Click Re-Discover and enter in your credentials.
  5. Once your accounts are presented, select the blue checkmark to the right of the new account.
  6. Click Link To and select the matching account.
  7. If Simplifi brings in any additional accounts that you don't want to be added, you can select Ignore on the same menu.
  8. Once done, click Complete.

If you continue to experience trouble, please contact Simplifi Support.


"Please sign in to your account at the website for [BANK] to complete an action, then try again."

  • Error Code: 108
  • Error: END_USER_ACTION_REQUIRED_AT_FI

What causes this error?

This error code presents when the bank has added either a new page to its website or a pop-up window that requires user action to bypass it, such as a prompt to update your personal contact information or promotional material such as credit card or loan offers.

How can I resolve this error?

This can be resolved by logging into the Bank's website and addressing the new web page that requires your response. If you sign in and don't see any pop-ups, try signing in to your bank's website using a different browser or through incognito.


"To connect to your account, you must change your password at the website for [BANK]."

  • Error Code: 109
  • Error: PASSWORD_CHANGED_REQUIRED_AT_FI

What causes this error?

This error is presented when the financial institution requires a user to change their password before establishing a connection in Simplifi.

How can I resolve this error?

To resolve this error, you must access your financial institution's website and update your password. Once updated, you can try adding your account(s) again.


"A multi-factor authentication is required to connect to your" account at [BANK].

  • Error Code: 185 or 187.
  • Error: MFA_REQUIRED or MFA_FAILED

What causes this error?

You may receive this error if multi-factor authentication is required to add your account or if the multi-factor code entered was invalid.

Note: If you're are receiving this message without being prompted to complete an MFA, please contact Simplifi Support.

How can I resolve this error?

When refreshing your accounts, Simplifi should prompt you with a multi-factor authentication pop-up. If you close the pop-up, it can be re-accessed by selecting the orange exclamation point next to the account name in the account list or by going to Settings > Accounts > and clicking Reconnect Accounts next to the affected account.

If you receive this error again after completing a multi-factor authentication, it could indicate a multi-factor authentication code was entered incorrectly. If you fail the multi-factor authentication, Simplifi should prompt you to go through the process one more time.

If you continue to experience trouble, please contact Simplifi Support.


"The current multi-factor authentication method at [BANK] is not supported. To connect to your account, you must change the multi-factor authentication method at [BANK]."

  • Error Code: 192
  • Error: UNSUPPORTED_MFA_PROTOCOL

What causes this error?

This error is presented when the selected financial institution uses an unsupported authentication method.

How can I resolve this error?

If available, you may need to deactivate or change the secondary authentication method on the financial institution website before Simplifi can add/update the accounts.


ACCOUNT_LOCKED

What causes this error?

If you're receiving this error, it means that your account is locked by the bank; the most common reason is due to too many attempts to connect with invalid credentials.

How can I resolve this error?

Allow the allotted time [provided by the bank] for the lock to be removed and try again. You may need to contact your bank directly if you continue to experience this error.


REAUTHENTICATION_REQUIRED

What causes this error?

This is a general error and requires reauthentication of your account.

How can I resolve this error?

You'll be prompted to re-authenticate your account by re-entering your credentials and completing any necessary MFA's.


Other Error Codes

If you receive any other error code or message that is not listed here, please contact our support team through the handy message icon at the bottom right corner of any page within Simplifi.

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