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CC-501 Errors - HealthEquity HSA account

tlpwis

I have always been able to download HSA acct transactions with Quicken, but starting earlier this month (April-2024) the downloads began to fail. I attempted to "Reset Account" which failed, and then deactivated the account for downloading, and have been attempting to readd the online setup. It continually fails with a CC-501 error. I have submitted an issue as well through Quicken to support, but wondering if others are having this issue. I am not seeing any current chatter about this issue.

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Quicken Jasmine

Hello @tlpwis,

Would you mind providing me with the ticket number that was given to you during your Quicken Support interaction? This is so that I may further investigate and better assist you.

Thanks!

tlpwis

https://community.quicken.com/discussion/comment/20429261#Comment_20429261

I did the submission directly through Quicken using the "Report Issue" option. I don't recall being provided a case # with that unfortunately, but it would be with my email address -[Removed - Privacy]

Quicken Jasmine

Hello @tlpwis,

Please be aware that this is a public forum where any individual can access these threads. Please do not post private information.

In order for this issue to receive the assistance and escalation it needs, you will need to contact Quicken Support directly for assistance.

While submitting a problem report provides the logs that our support agents will need to escalate, they are unable to proceed with escalation unless they have you live on the phone or chat with them. Submitting a problem report without contacting support will only be used for tracking and investigative purposes when there is a widespread issue. And as stated at the top of the problem report submission screen, you will not receive a direct response by submitting.

Additionally, escalations cannot be done from here in the Community as our support agents have a specific protocol to follow and the necessary tools available in order to do so that this channel, unfortunately, does not.

Please contact Quicken Support directly to receive proper assistance to escalate and resolve this error! Thank you.

jammerdjc

I opened 10989947 on this today. It's been getting progressively worse for me and now I am not able to successfully connect. I have 11 other accounts that work just fine, so it's something with the HealthEquity connection. They have put a monitor on HealthEquity and we'll see if it starts working in the next 24 hours. If it doesn't I'll call back (work permitting).

Even though others have noted it is happening, it doesn't sound like it's known as an issue. Maybe now it is.

Scott

I just found I'm having this same issue. As a matter of fact it shows that it's not even setup and it was and I had been using it for a very long time. Now I'm not able to add the One Step Update back for HSA. Getting the CC-501 error.

Don Bartenstein

I'm having the same issue. Based on unreconciled transactions, it goes back to at least April 3rd.

tlpwis

https://community.quicken.com/discussion/comment/20429403#Comment_20429403

@Quicken Jasmine I have contacted Quicken Support and provided all the info as part of case# 109934452.

jammerdjc

This is being tracked under alert #10989802. No resolution at this time. They do know there are a lot of impacted users.

tlpwis

If it is helpful, I can see in file explorer on Windows that Quicken was updated late on 4/1/2024, and many DLL's have date stamps of 4/2/2024 at 12:20am (CT), with additional file types last updated on 4/3/2024 at 4:05 AM, which pretty much coincides with when the download capability stopped working.

danno22

I've had the same issue since early April 2024. Tried deactivating and reactivating many time since. Always getting CC-501

Quicken Anja

Hello All,

Since more reports have been received for this issue, we will be forwarding this issue to the proper channels to have this further investigated as a widespread issue. However, we request that you please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files and screenshots attached in order to contribute to the investigation. It would also aid the investigation to include a sanitized file when submitting the problem report. A sanitized file is a data file that removes personally identifiable information so you can comfortably share this file with the Quicken team.

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.

jammerdjc

Still seeing the problem today….

jlamoree

I see this is happening a lot. I didn't find this on my initial search so sorry for starting another thread.

Ps56k2

is this all happening with the same HSA company- or different companies?

jammerdjc

https://community.quicken.com/discussion/comment/20430872#Comment_20430872

This thread is specific to HealthEquity.

JPWMU

Same exact issues here. Was working fine, stopped working, was instructed to reset account, now connection is lost and have spent hours on the phone with Quicken and HE to try and fix the issue. They both point the finger at each other.

jammerdjc

https://community.quicken.com/discussion/comment/20430876#Comment_20430876

I don't think the Quicken help we have access to can solve this issue. They need the developers to look into it and figure out what's wrong. They'll send you through all kinds of hoops, but they're not able to see the details that are needed to truly understand the issue. They tried to get me to change my default browser (I have 13 other connections that are working fine) and I told them "no". They didn't push it. The person I talked to said that the developers need to sort it out.

jlamoree

There was an update overnight that I installed this morning that I was hopeful did the trick, but it did not fix the problem, same result.

Skiddut

I'm having the same issue. Any resolution yet?

KentonB

Glad I'm not alone. Our company's HSA provider just switched to HealthEquity. I've been trying for about a week to set up the account but am also getting the CC-501 error each time. I'm guessing this is a universal problem with all HealthEquity accounts?

Rangers93-94

+1. Exact same issue for last several weeks.

Don Bartenstein

Still broken…. :(

jammerdjc

I was just updated to R56.9 (April 2024) and the problem persists.

K109

Same issue. Reported to Quicken. Have also validated and super validated. Am able to login to HealthEquity website without issues.

K109

This may not work for everyone, but as our HSA account was a WageWorks account before it was bought by HealthEquity, I tried choosing WageWorks as the financial institution and was able to successfully download. I don't know if this will continue, but it did at least this once.

mansuryr

Is this issue resolved? I am having the same issue. I have also reported the issue from the 'Report Issue' in Quicken menu.

Cannot estabilish connection with HealthEquity account. CC-501

I have been using HealthEquity account for years with NO issues until few weeks ago. I am no longer able to connect and download transaction from this account. Tried following steps and still not successful

Reset Account
Deactivate and then trying to add new account with HealthEquity.

I am able to log in to my account from Edge browser directly with no issues.
Only this account is having issues. All my other accounts are good.

tlpwis

the issue still exists. I have been trying to set up the online account and continue to the 501 error. I spent nearly an hour on the phone with support when i originally opened this thread and haven’t heard anything back. Frustrating.

m.ellis

I was having the same issue. It looks like as of this morning, it's fixed. (Fingers crossed)

m.ellis

Now if they could only get the investment portion to show up properly, but that's never worked from the get-go.

mansuryr

Yes , finally it working for me today as well. They were waiting for me to complain :)