"National Bank of Canada Newlogin" does not work

Gilles9

Quicken Classic Mac

MacOs 14

No changes to the Bank website, no changes in my accounts but I get:

ACCOUNT_MISMATCH
Account not found. No accounts returned - case 106

since last night

Quicken Anja

Hello @Gilles9,

If you haven't already, please take a moment to review and follow the error-specific troubleshooting instructions found in this support article.

I hope this helps!

Gilles9

Yes I did the trouble shooting procedures, a few times, without any success

AndréeB

Same problem since yesterday

Gilles9

Please send report to Quicken when offered to

Thanks

AndréeB

I did

Gilles9

@Quicken Anja

How does this problem with National Bank of Canada Newlogin

gets on the list of "Alerts, Online Banking & Known Product Issues"

so we can expect that it will be adressed and fixed

Gilles9

@Quicken Anja

Hello,

now when I try to connect "National Bank of Canada Newlogin" I get to the point where it asks to send the validation code, and I get it by text message, I enter it and then I get the same error

so it gets a step further, but still no Quicken Connect

Quicken Anja

Thank you for following up and trying the steps in the support article previously provided.

However, since the steps failed to resolve the error, as stated at the bottom of the article, you will now need to reach out to Quicken Support directly for further assistance. Our support agents will need to collect and review your log files and may likely be required to file an escalation if they see fit.

We apologize for any inconvenience! Thank you.

Gilles9

I did submit reports when offered at the failure window

so they do have my log reports etc…

It is. a waste of time to contact Quicken support, waiting on the line and doing all they ask ( same things as the support article ),

it is a connection problem between Quicken Connect and the Bank ( maybe some other service providers between Quicken and the Bank )

Just escalate it and tell your support that diagnostic were sent through the app itself

As you can read I am NOT the only one having this problem, so it ain't related to my computer, my version of Quicken or my datafile

Thanks

Quicken Anja

@Gilles9 Our escalation teams are able to check servers internally to review whether certain issues you report here are experienced on a larger scale. This particular issue does not appear to be widespread. That does not mean that it won't become widespread. It could very well be starting to emerge. However, since it is not showing as a widespread issue currently, per protocol, we advise you to contact support to have individual escalations filed instead. This means that an individual escalation ticket per person/account will be created to escalate the issue separately rather than a trouble ticket for a widespread issue.

Unfortunately, we do not have the ability to create individual escalation tickets from here in the Community as they are created by our Tier 2 team. Per Tier 2 protocol, they require to have the customer live on the line with a support agent.

I hope this clarifies things! Thank you.

Gilles9

@Quicken Anja

How long can it be ? after chatting with your support

I am told it is at tear 3,,,,,, this is last week

still not fixed

marichelle

Salut Gilles! @Quicken Anja: Same issue here - also contacted Quicken support.

Gilles9

Salut, it is now working for me,

with OTP every time by Text message, bothering but I think it must be the Bank thst is requiring this