Unable to update HSA Bank
For the past two weeks I have been unable to update the information on my HSA Bank account. I have removed the online download connection and now I am unable to (re)add HSA Bank for download. I receive error cc-503 indicating my sign in credentials are incorrect. The credentials I am using are CORRECT. I am experiencing a similar issue in my Mint account (Intuit, and yes I know Quicken is no longer Intuit), but not on any other platforms such as Personal Capital. This account link has been historically unstable. As far as I can see, there is nothing new on HSA Bank's website that would affect the login process (new security, etc.) HSA Bank (Webster) is still showing on Quicken's list of supported banks. How can I get this account added for automatic transaction updates?
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Sorry to hear you're having trouble reactivating your HSA Bank accounts. I've just checked the "health" for this financial institution and it certainly looks like they're having some trouble right now. According to my report, only about 38% of all HSA Bank accounts are in a non error state. Of the 62% of accounts in error states, about 18% are experiencing the same CC-503 error you're reaching.
If you haven't already, please follow the steps outlined here: https://www.quicken.com/support/error-when-updating-accounts-cc-503.
If these steps do not resolve your issue, please contact our Care team for additional troubleshooting assistance. We can review your log files to determine if there's been a change to the financial institution's password limitations. Based on what we locate in the logs, we may need to escalate this to our service provider for resolution. Our Care contact details can be located at https://www.quicken.com/support#contact-support.
I hope this helps,
Alex
Quicken support response.
In this case what happen is that quicken do not recognize special characters only .,!?
Password requirements from the HSA Bank website. The password must: · Have a minimum of 12 characters · Not be one of your last 5 passwords · Contain upper and lowercase letters · Contain a number · Contain a special character. Allowable special characters include: exclamation mark (!), at sign (@), pound sign (#), dollar sign ($), percentage sign (%), ampersand (&), and asterisk (*).
Requirements are in conflict. Essentially, Quicken is saying the Bank must conform to their requirements to be supported by Quicken - that is not going to happen. What I don't understand is that it was previously working in Quicken with the Bank's special characters, but now is not. And Quicken believes they support HSA Bank links. Amazing to me.....
These aren't "Q's requirements".
Now running Quicken Windows Subscription, Home & Business
Retired "Certified Information Systems Auditor" & Bank Audit VP
Have you tried changing your password is like that?
Thanks for the update ... and this makes the issue ENTIRELY HSA's fault.
Now running Quicken Windows Subscription, Home & Business
Retired "Certified Information Systems Auditor" & Bank Audit VP
I guess the next step would be to recontact HSA Bank and try to escalate, but at the moment, feel I've spent too much time on this already.
I am having the same problem with HSA Bank. Everything
was fine on 11/5/2018. Has not worked since. I can login on the website, but
not in Quicken. Perfomed the Quicken fix-it like Paul Dillon, and says
success, but then connection error reappears. It may be an HSA problem,
but why would you get a "Success" response if it can't connect?
This is a problem both HSA and Quicken need to work out together. !!!
Thank you for taking the time to share the details of this issue with the Community and I apologize for the experience and information provided during your recent contact with Support.
I took the liberty of reviewing the contact with Support and would like to look into this issue a little further as it appears some of the troubleshooting steps for an invalid password error were not taken.
If you haven't already, please open Quicken and go to the Help menu and select "Report a Problem". In the window that opens, enter "Attn: Sarah" in the subject line and checkmark the boxes for the following files:
ConnLog.txt
OFXLOG.txt
ConnOLD.txt (if listed)
OFXOLD.txt (if listed)
When all files are selected, please click on "Send to Quicken" and then just respond on this post, to let me know the files have been sent. The log files detail the internal communications between Quicken and the Financial Institution server and often include more information regarding the root cause of the error than the generic error code or messages received in the One Step Update summary.
Based on the information provided, I suspect there is an issue in the internal script that allows Quicken to connect with the various Financial Institutions but a review of the log files will tell me more.
Thank you,
Sarah
Anyway, thanks again for your interest! Much appreciated.
I'm glad to hear that the connection was successful today and thank you for trying to send in the information. Software can be just like cars, as soon as you take them to the mechanics, they decide to start behaving
If issues do return or if there are any other questions/concerns the Community can assist with, please do not hesitate to let us know.
Thanks again!
Sarah
Sherm, could you confirm that this is a health savings account? Also what type of account are you using in Quicken? - Savings? checking?
Do you have any special characters in your password? According to the HSA Bank website, The password must: · Have a minimum of 12 characters · Not be one of your last 5 passwords · Contain upper and lowercase letters · Contain a number · Contain a special character. Allowable special characters include: exclamation mark (!), at sign (@), pound sign (#), dollar sign ($), percentage sign (%), ampersand (&), and asterisk (*).
When I try to connect, it asks for my user name and password, then my security question, then I get the error message "Oops. There is a connection problem" and code CC-502 and it says to try back in a few hours.
Does this match the errors that others are seeing?
Sarah, I would be happy to send my logs if you want.
She said that accounts accessed through myaccounts.hsabank.com do not have a Quicken connection. Does this agree with others' experience?
Other notes: apparently they are having problems with web logins via Chrome. I experienced this when I tried to change my password - you have to use a different browser.
She also said usernames must be entered as all uppercase.
EWC is Q's least reliable download method ... but it's better than NO download.
Now running Quicken Windows Subscription, Home & Business
Retired "Certified Information Systems Auditor" & Bank Audit VP
Having same issue. Any update to this? Just called HSA Bank and they said Quicken is not supported.