Home Quicken for Windows Download, Add/Update Accounts (Windows)

Unable to update HSA Bank

M BM B Member ✭✭
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?
«1

Comments

  • Quicken AlexQuicken Alex Moderator ✭✭✭
    edited September 2018
    Hello M B,

    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
  • M BM B Member ✭✭
    edited September 2018
    The suggested steps have already been followed.  Sounds to me like the issue is Quicken's if 62% of HSA Bank accounts are in error, and 18% include this issue.  I will attempt to contact support, but based on prior experiences I am not optimistic.
  • M BM B Member ✭✭
    edited October 2018
    UPDATE. 
    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.....
  • NotACPANotACPA SuperUser ✭✭✭✭✭
    edited September 2018
    M B said:

    UPDATE. 
    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.....

    You misunderstand.  Those are the requirements for download that HSA has informed Q that Q needs to impose.

    These aren't "Q's requirements".
    Q user since DOS version 5
    Now running Quicken Windows Subscription,  Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • M BM B Member ✭✭
    edited September 2018
    M B said:

    UPDATE. 
    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.....

    Don't agree.  How can HSA Bank website show one set of requirements which conflict with what is needed for download?  And, if that's really the case, why was it working before (no changes imposed by HSA Bank) and has stopped working?
  • Unknown Member
    edited September 2018
    Was this issue resolved? I'm having the same problems as MB.
  • Jim_HarmanJim_Harman SuperUser ✭✭✭✭✭
    edited November 2018
    From your description above, it sounds like both Quicken and HSA Bank will work if your password has an exclamation point and no other special characters.



    Have you tried changing your password is like that?
    -- Jim QWin Premier subscription
  • Unknown Member
    edited September 2018
    That conflicts with the posted password requirements on HSA Banks site and my old password was working fine until about a week ago. I tried changing my password anyway just to be sure and I'm still not able to connect from Quicken.
  • JimJim Member ✭✭
    edited November 2018
    HSA bank stopped downloading for me about 6 weeks ago.  When I try to reset / reinitialize the account I get a message the HSA bank account is either a brokerage account or "not compatible" with Quicken.  HSA Bank customer service told me they did some software upgrades recently and HSA Bank is no longer compatible with Quicken, and likely to stay that way.  
  • NotACPANotACPA SuperUser ✭✭✭✭✭
    edited October 2018
    Jim said:

    HSA bank stopped downloading for me about 6 weeks ago.  When I try to reset / reinitialize the account I get a message the HSA bank account is either a brokerage account or "not compatible" with Quicken.  HSA Bank customer service told me they did some software upgrades recently and HSA Bank is no longer compatible with Quicken, and likely to stay that way.  

    Jim,
    Thanks for the update ... and this makes the issue ENTIRELY HSA's fault.
    Q user since DOS version 5
    Now running Quicken Windows Subscription,  Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • Brent DBrent D Member ✭✭
    edited October 2018
    Arrgh.  I also am no longer able to perform transaction downloads from HSA Bank.  Curiously, everything was fine for me until this week (10/22/18).
  • Unknown Member
    edited October 2018
    I'm also having problems again. I wonder if this is related to the HSA website changes?
  • Unknown Member
    edited October 2018
    Every day Quicken prompts for my Webster HSA password (which contains a required exclamation point, used to work in Quicken, still works if I log on directly to the site, and has not changed in years.)  I enter it, Quicken plays with itself for a minute, then tells me "Success", all fixed, won't happen again.  Next day, same thing,   After a few weeks I decided to try deactivating / reactivating, as this sometimes fixes Quicken download issues.  Deactivated fine, now I can't re-activate, Quicken tell me my id / password is invalid.  I give up.
  • Brent DBrent D Member ✭✭
    edited November 2018
    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.
  • Dr J GDr J G Member ✭✭
    edited November 2018

    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. !!!

  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.

    Hello Brent D.

    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
  • Brent DBrent D Member ✭✭
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.

    Hi Sarah, thanks so much for your offer to help!  Of course, when I went to collect the doc you requested, everything worked just fine.  I was able to re-activate online setup for my HSA Bank account and successfully download transactions. My last attempt was back on October 24, so couldn't tell you exactly when this was resolved.

     Anyway, thanks again for your interest!  Much appreciated.
  • Quicken SarahQuicken Sarah Administrator, Moderator mod
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.

    Hi Brent,

    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
  • Unknown Member
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.

    Hi, I'm in the same boat, but still cannot reactivate my HSA Bank connection on Quicken 2017 Windows. I also don't seem to have the option on my version under the Help menu to "Report a Problem". Thanks for your help!
  • Unknown Member
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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.

    Well as soon as I read Brent D's post I tried setting HSA bank up again and it connected and downloaded transactions just fine.  
  • Unknown Member
    edited November 2018
    Brent D said:

    For whatever it's worth, I contacted both HSA Bank and Quicken customer support on this issue. I got a "not compatible and has never been compatible with Quicken" response from HSA Bank ... which is clearly incorrect as I've been doing this for the past three years until Monday. I then went through the usual drill with Quicken support (deactivating/reactivating accounts, creating new Quicken file, etc.) to have them say it's an "HSA Bank problem".  HSA Bank shows in the Quicken financial institution list because they never let them know.  I whined about customers having to be in the middle of these types of issues and got a "yeah, I know" response.

    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 just tried again using the "Advanced Setup" method and it worked! Will let you know if there are any other issues as they occur. Thanks!
  • Jim_HarmanJim_Harman SuperUser ✭✭✭✭✭
    edited November 2018
    I have tried unsuccessfully for several weeks to set up my account to work with HSA Bank. It has never worked for me. I am using QWin 2019 and I can access the account through my browser with no problems.

    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.
    -- Jim QWin Premier subscription
  • Unknown Member
    edited November 2018
    Yes, that is the same error page I've been getting. I then tried the "Advanced Setup" link at the bottom and continued with that and it worked on my most recent attempt. I have my HSA account set up as a checking account and I actually do not have any special characters in my password ... just upper/lower case and numbers. I did have an interim failure today using Advanced Setup where it apparently logged in but returned an "Unknown Type" after locating my account number and suggested I try later. Go figure!
  • Jim_HarmanJim_Harman SuperUser ✭✭✭✭✭
    edited November 2018
    Speaking to a friendly but marginally knowledgeable person at HSA Bank, apparently they have multiple portals for different branded HSA accounts, and some don't support any connection to Quicken.

    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.
    -- Jim QWin Premier subscription
  • Unknown Member
    edited November 2018
    I retried using advanced setup and still cannot connect. My account is accessed through myaccounts.hsabank.com but as I reported before, this worked fine until October.
  • Unknown Member
    edited November 2018

    I retried using advanced setup and still cannot connect. My account is accessed through myaccounts.hsabank.com but as I reported before, this worked fine until October.

    Well my account was reconnected yesterday, but now I'm getting Quicken "bad password" errors, even though my credentials work on myaccounts.hsabank.com. I tried to change my password on the site and got a system error, then tried to reset the password and their procedures just took me back to the login screen. HSABank has some serious system issues it would appear.
  • Unknown Member
    edited November 2018
    Jim said:

    HSA bank stopped downloading for me about 6 weeks ago.  When I try to reset / reinitialize the account I get a message the HSA bank account is either a brokerage account or "not compatible" with Quicken.  HSA Bank customer service told me they did some software upgrades recently and HSA Bank is no longer compatible with Quicken, and likely to stay that way.  

    I got the same answer. Is anyone exploring other HSA banking companies that work with Quicken?
  • NotACPANotACPA SuperUser ✭✭✭✭✭
    edited November 2018
    Jim said:

    HSA bank stopped downloading for me about 6 weeks ago.  When I try to reset / reinitialize the account I get a message the HSA bank account is either a brokerage account or "not compatible" with Quicken.  HSA Bank customer service told me they did some software upgrades recently and HSA Bank is no longer compatible with Quicken, and likely to stay that way.  

    My wife's Employer sponsored HSA is with HealthEquity ... and they download into Q via Express Web Connect.

    EWC is Q's least reliable download method ... but it's better than NO download.
    Q user since DOS version 5
    Now running Quicken Windows Subscription,  Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • timmotimmo Member ✭✭
    edited December 2018
    I have to manually input my password everytime I do an update, even though it says invalid pw at first. I then input the same pw as it's always been and says it's been corrected, but the exact same issue happens again upon the next update. This is groundhog day. I hope they figure this out/fix it.
  • Unknown Member
    edited January 2019

    Having same issue.  Any update to this?  Just called HSA Bank and they said Quicken is not supported.
This discussion has been closed.