Unable to add Empower Retirement account

Phil

I am unable to add my Empower Retirement account, it does not accept my email address and password, or my username and password, I get a CC-502 error for both.
2 things I noticed:

1. The Quicken add account shows the website of www.massmutual.com (see attached image). When I access my account on the web, I use the participant.empower-retirement.com web address.

2. It asks for my email and not my username. I can log into the website with my username and password without issue.

I think there should be 2 different logins available to add an account, one for Mass Mutual (which is specific to Massachusetts) and another for Empower Retirement.

kwoodard58

Following. I have the same issue...

Clay Moody

I am also having this exact same issue. Commenting to add attention.

PB&J

My suspicion is that since Empower purchased Personal Capital, they would view Quicken as a competitor and so are taking away the ability to direct connect and download data for those of us that use a competitor's product.
I am working on a roundabout way: 1) Export Empower transactions from Personal Capital to a CSV file. 2) Convert that CSV file to QIF and import into Quicken.

Don Bartenstein

PB&J said:

My suspicion is that since Empower purchased Personal Capital, they would view Quicken as a competitor and so are taking away the ability to direct connect and download data for those of us that use a competitor's product.
I am working on a roundabout way: 1) Export Empower transactions from Personal Capital to a CSV file. 2) Convert that CSV file to QIF and import into Quicken.

Are there specific steps to convert CSV to QIF?

Phil

Would be nice if someone from Quicken could chime in.

Quicken Anja

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

We have forwarded this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files attached in order to contribute to the investigation. While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience in the meantime! Thank you.

S. Weston

Quicken - It looks like the issue is that Quicken is pointing to the incorrect server.  Empower Retirement purchased the 401(k) accounts from Mass Mutual.  We all used to log into https://retire.massmutual.com/journey/home.aspx

There was a period of time when it was called Empower, but we were still logging into the Mass Mutual site.  QUICKEN CORRECTLY MADE THAT UPDATE TO THE NAME WHILE STILL POINTING TO www.massmutual.com

They converted the accounts over to Empower sometime as the end of last year.  The new server is https://participant.empower-retirement.com

The new log in credentials use a username, NOT an email address.  When we now try to create a new account for Empower Retirement, Quicken shows the site as www.massmutual.com and is prompting for an email address and password.  All attempts to log in result in a CC-502 error.

This seems clear that Quicken has not updated it's login for the new Empower Retirement server.  Seems Quicken could easily verify what I am typing here without users providing error/log files.  QUICKEN NEEDS TO UPDATE THE SERVER & LOGIN SETTINGS FOR EMPOWER RETIREMENT TO:  https://participant.empower-retirement.com

Quicken Anja

Hello @S. Weston,

Thank you for reaching out to the Community and adding additional information to this discussion.

If your financial institution has changed its URL, then it will require them to submit a request to have it changed within Quicken. For more detailed information regarding this topic, please take a moment to review the section titled "How can I fix an incorrect Homepage URL?" found in this support article.

I do apologize for any inconvenience! Thank you.

Mark1104

S. Weston - and be aware that currently, Empower has a problem with making transactions available to QUicken users.  They don't expect that issue to be fixed until the end of the 1st quarter of this year, 

S. Weston

Thanks. I’m not interested in a blame-game, just customer service.  What’s not appreciated is the comment that Empower must submit a form because that is not actionable by a Quicken member.  You’ll see in other posts I’ve debugged xml tags in feeds from the likes of Barclays, written to their executives, etc to resolve issues Quicken has no control over.  This one seems like Quicken could take an action to pick up the phone to be about proactive. 

Empower is not a small player, having 401(k) plans that hold $6.3 trillion in assets as of September 30, 2022, in more than 625,000 plans, on behalf of about 60 million active participants. 

By the way the feed was working as of last week for plans that automatically switched from mass mutual, updating trades and contributions.