Overview

One of Simplifi's fundamental functions is downloading data from your banks. 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!

Before troubleshooting, check out our Known Issues article to see if we're having an outage! Then, checkThen, check out our Community's Known Product Issues and Current Online Banking Issues sections!


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

  • Error Code(s): 101, 102, 104, 105, 155, to.100, 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 unavailable, or they're completing maintenance on their services. However, 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 excellent Coaches through the navy messenger icon at the bottom of your Simplifi account.

American Express (Amex) Customers: American Express limits connectivity on Mondays to avoid excessive server traffic. A 102/105 error will typically occur on Mondays for American Express accounts. It's recommended that you try updating at a later time.

Fidelity and Vanguard Customers: We currently have a known issue with both banks blocking connection traffic during peak hours. Our team is actively working to alleviate the downtime. However, in the meantime, we suggest trying to add/update your account(s) outside of peak hours or over the weekend.


"We are unable to update [BANK] at this time. Please try again later. If you continue to experience issues, please get in touch with Simplifi support.

  • Error Code: QCS-0429-2 or Care Code sr.100

What causes this error?

Typically, this is caused when we've encountered an issue connecting your account. However, you may also receive this message if there have been too many failed attempts. While you receive this code in Simplifi, you may be able to log into the bank's website successfully.

How can I resolve this error?

Typically, this error resolves itself after 4 hours. However, if you continue to receive this error after 4 hours, don't hesitate to get in touch with one of our fantastic 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, don't hesitate to get in touch with 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 or 324

  • Error: ACCOUNT_NOT_FOUND or ACCOUNT_MISMATCH.

Note: If you add your account for the first time and receive this message, don't hesitate to get in touch with Simplifi Support.

What causes this error?

You may receive this error if an account name or number changes at your bank or if an account is closed. Most users would experience this message if you replaced their credit card due to 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 Reset Connection 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 get in touch with 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. Typically, these are things such as a prompt to update your personal contact information or promotional material like credit card or loan offers.

How can I resolve this error?

You can resolve this 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 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 users 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 are receiving this message without being prompted to complete an MFA, please get in touch with Simplifi Support and let them know you're not being asked for MFA.

How can I resolve this error?

Simplifi should prompt you with a multi-factor authentication pop-up when refreshing your accounts. 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 get in touch with 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.


"Your account connection no longer works, but we have a new and improved way to connect to your financial institution."

  • Error Code: 390

  • Error: CHANNEL_RESET_REQUIRED

What causes this error?

This error occurs when the instance of the bank you are trying to connect to has been discontinued. For example, you have your accounts connected to the discontinued Charles Schwab IRA, and the active instance of that bank is Charles Schwab & Co., Inc.

How can I resolve this error?

You will need to reauthorize the accounts with the new active instance of that bank. Before reauthorizing, you'll need to ensure all accounts with the impacted bank instance are turned into manual accounts. You can do this by following the below steps:

  1. First, hover over the panel on the left-hand side and select Settings.

  2. Select Accounts.

  3. Locate the Account you'd like to make 'manual' and click the three dots at the end.

  4. Select Make manual.

  5. Click Make Manual to confirm.

Once all applicable accounts are manual, you'll need to go through the add account flow to reconnect:

  1. From the Accounts menu, select +Account in the upper left.

  2. If your bank is already shown, you can click on the image to select it or just begin typing the bank's name into the Search bar to let Simplifi find it.

  3. Enter the User ID and Password that you use to sign in to your bank's website, then click Connect.

  4. After entering your credentials, Simplifi will present you with a list of the accounts that it's found and the Action that Simplifi will take, such as Add to Simplifi, Link To an existing account within Simplifi, or Don't add to Simplifi. At this point, you must select the Link To option and then tell Simplifi what account to link it to. If Add is chosen instead, it can result in duplicate accounts.


ACCOUNT_LOCKED

What causes this error?

If you're receiving this error, the bank locks your account; the most common reason is that 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 MFAs.


Other Error Codes

If you receive any other error code or message that is not listed here, please get in touch with our Support Team through the Simplifi Help Center.

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