Interface with Dovenmuehle Mortgage servicing

In attempting to set up a new account in Quicken ( ver R32.10) with Dovenmuehle Mortgage (aka yourmortgageonline.com; aka lhfinancial.yourmortgageonline.com)  The system appears to accept my user name and passcode.  The next action quicken asks for the verification code that was sent to me via email.  The issue (and I don't know on which end the problem lies, Dovenmuehle is clueless) is the email never arrives.  Their CSR cannot even verify that any such email was sent.

It is obvious that Quicken has knowledge of Dovenmuehle or nothing close to this would happen.

In looking at their chat for answers I received the following:
Due to recent security enhancements, some financial sites may not support our authentication process.  If you experience difficulties with a site, please contact them directly for assistance.  

Question: does Quicken support the new authentication process?  If not when.

Second issue.  In setting up an new account (as above) using yourmortgageonline.com after entering my username and passcode, I get the alert Sorry, we encountered an error (it's not your fault)  This has occurred for the past week.  I can access the website from my browser with no issues.

Best Answer

  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Accepted Answer
    Hi @johnodrake

    When you receive that type of message - the "It's not your fault" message - you will need to contact Quicken Support so that they can perform a review of your log files and possibly escalate this in order to resolve the connection problem.  

    When you talk to Quicken Support, make sure to tell them how long you have been receiving this error message.

    Here's the LINK to Quicken Support.

    Let us know how this goes.

    Frankx


                           Quicken H&B-Subscription - Windows 10 Home - Ver. 2004
                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -

Answers

  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Accepted Answer
    Hi @johnodrake

    When you receive that type of message - the "It's not your fault" message - you will need to contact Quicken Support so that they can perform a review of your log files and possibly escalate this in order to resolve the connection problem.  

    When you talk to Quicken Support, make sure to tell them how long you have been receiving this error message.

    Here's the LINK to Quicken Support.

    Let us know how this goes.

    Frankx


                           Quicken H&B-Subscription - Windows 10 Home - Ver. 2004
                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -
  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Hi again @johnodrake

    On the issue of connecting with the mortgage company - there are two "Dovenmuehle" entries that appear as possible connections in Quicken; they are shown in this Snip:


    Please check the web address that you use to access your account online and see if it matches up.  If it does, and you are not currently trying to connect per the above, I suggest that you delete the current connection and start over using the one above.

    Let us know how that goes.

    Frankx


                           Quicken H&B-Subscription - Windows 10 Home - Ver. 2004
                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -
  • johnodrake
    johnodrake Member ✭✭✭✭
    Thanks for trying Frank.  There are actually four  URLs that will get me to my mortgage page. All redirect to the same webpage that Dovenmeuhle manages for Land Home Financial.  Two appear in Quicken Add Account and one actually communicates with Quicken.  The one that communicates with Quicken accepts the UN/PW and returns a request to enter an authentication code that is sent to me via email from Dovenmeuhle.  The problem is Dovenmeuhle never sends the email.  I believe that, after several conversations with Dovenmeuhle, they don't have a clue what they are doing. Dovenmeuhle just recently started using text for notifications. They may get it right in the future, but for now I will just manage things manually.  The real pain in the tousch is every transaction has a different principal amount and interest amount.  The good news is that this is a once a month event.
  • UKR
    UKR SuperUser ✭✭✭✭✭
    If I read this right, you are talking about problems activating a Mortgage account and you're fighting a windmill ...
    How about not setting up the mortgage for downloading. Set it up as an offline account, with proper payment information. The Loan Setup Wizard in Quicken will walk you through the process of defining the number of remaining payments, remaining balance, interest rate, etc. As result of that process, a Scheduled Reminder will be available with proper splits for principal, interest (calculated properly for each month's varying amounts) and optional escrow*

    *If escrow is withheld with each payment, for insurance or tax paid annually by the mortgage company, set up an asset account "Escrow withholding" before you set up the loan account. In the scheduled reminder transfer escrow to the [Escrow withholding] account register.
  • johnodrake
    johnodrake Member ✭✭✭✭
    Been there, done that. 

    As a mortgage servicing company, Dovenmeuhle needs to join the 21st century.  Quicken understands how to make it work, Dovenmeuhle does not.  My previous mortgage servicing company, CENLAR had no issue making it work as does most of the companies Quicken works with.
  • BrianMT
    BrianMT Member
    I have had no issues connecting to Dovenmuehle for the last 6 months or so. Today I tried to refresh my accounts and it pops up a "Please enter the six digit passcode ..." except the email never comes. I've tried several times.
  • johnodrake
    johnodrake Member ✭✭✭✭
    Same issue 
  • johnodrake
    johnodrake Member ✭✭✭✭
    I keep trying to set up the Dovenmuehle account in Quicken with the same result.  It is obvious that Quicken has maintained an interface with Dovenmuehle as it comes up in the search for accounts.  When I enter the UN/PW Quicken finds (apparently) my account in Dovenmuehle because it gives me the dialog box to enter the two factor authentication from the email that Dovenmuehle "sent" me.  The email is never sent.  The issue looks to be on Dovenmuehle's end but I would think that Quicken may be able to help by contacting Dovenmuehle and telling them what is happening.  I have spoken with their CSR and they are clueless.  They promised that their tech people would contact me but have not.

    I have the mortgage set up off line but each month I have to update the P and I.  
  • Dale Newfield
    Dale Newfield Member
    I'm in the same boat with respect to the passcode never showing up, but I have a theory--right now when you log in through yourmortgageonline there's an extra "do you want to get the passcode via email or sns?" step...and I bet that's where the quicken integration is getting tripped up. If anyone has gotten someone from Dovenmuehle to explain, please share!
  • johnodrake
    johnodrake Member ✭✭✭✭
    I asked Dovenmuehle.  They didn't have a clue.  Said they would have their techs call me - never happened.
  • johnodrake
    johnodrake Member ✭✭✭✭
    The Dovenmuehle Mortgage issue remains.  To recap.  Quicken cannot connect with Dovenmuehle using the URL "Yourmortgageonline.com"  Quicken is able to connect with Dovenmuehle using "Dovenmuehle.com" but the emailed two factor authentication never shows up.  The question:  is Quicken continuing to try and solve this issue.
  • Quicken_Tyka
    Quicken_Tyka Alumni ✭✭✭✭
    Hello @johnodrake

    Thank you for taking the time to visit the Community to post your issue, although I apologize that you continue to experience this issue.

    I do not see any known or ongoing issues with Dovenmuehle. I would recommend contacting support directly for advanced troubleshooting steps. 

     Quicken Care has the tools to review the logs and escalate the issue if necessary. Contacting support will also generate help tickets that can be used to gauge user impact that can help raise the issue to our service provider.

    Thank you, 
     

    -Quicken Tyka

    ~~~***~~~
  • johnodrake
    johnodrake Member ✭✭✭✭
    I don't think this is a Quicken Issue but rather a Dovenmuehle issue with Quicken.  Apparently Quicken sends the appropriate information and I am instructed to enter the code that I would receive from Dovenmuehle.  Problem is Dovenmuehle never sends the email.  I regularly get other emails from them so not having my email address is not the issue.
  • Jrlata
    Jrlata Member
    I had a similar issue in synching Dovenmuehle to Quicken but tried an alternative path and it worked. In my can Dovenmuehle is the loan servicer. My loan was actually with Amerisave. When I looked up Amerisave I finally saw the correct website domain name and went through the Quicken set up for the account with no problem.
  • johnodrake
    johnodrake Member ✭✭✭✭
    Dovenmuehle now appears to be fully compatible with Quicken
  • Dale Newfield
    Dale Newfield Member
    I also am now (6/25/20210) able to get this working (although I had to enter three different access codes during the process).

    (I also saw an option to set up a connection with "your mortgage online" that didn't seem to work, but I didn't fully test out.)
  • johnodrake
    johnodrake Member ✭✭✭✭
    While Dovenmuehle now works fine with OSU, the link biller does not.  The issue is on the Quicken end it seems.  Dovenmuehle requires an authentication and while Quicken starts the process and Dovenmuehle sends the code, Quicken never opens the dialog box to enter the code.
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