Primerica not connecting

mcwsky09

Is anyone else having an issue with Primerica accounts not working for the past 6 months or more? I have tried a number of things such as different passwords with or without specific special characters and I just get an error asking if I mistyped my credentials.

I know it used to work - and then stopped. I have tried reconnecting etc and nothing seems to work. I have used the report errors function a couple of times.

Quicken Anja

Hello @mcwsky09,

Aside from the error message you receive, does there happen to be any specific error code assiociated with the message that you can provide us with here, please?

Check back and let us know!

Quicken Anja

Hello again,

We haven't heard back from you in a while. Do you still need assistance?

Thank you!

mcwsky09

Sorry been buy, don't log on here often. Yes still a problem. Today the error is asking if I have mistyped my sign in info. I have confirmed my login info. On Primerica's website I have an option to use my email or phone number for MFA - email works but when I try using text I never get the text. There is no error number in the pop-up window - below is the Error Report when copied from the error message.

$app_build_number: 710.55389.100
$app_version_string: 7.10.1
$model: MacBookPro16,1
$os_version: 15.1.1
$screen_height: 1120
$screen_width: 1792
aggregator: FDP
app_bundle_identifier: com.quicken.Quicken
clientDocumentId: 7FE522CC-82B4-4716-A93E-E3F2B59C0410
cloudStatus: 32
current_appearance: light
current_version_crash_count: 0
dataset_creation_date: 2023-11-21 18:51:05 +0000
dataset_id: 407292864762571010
dataset_platform: QMAC
date (EST): 2024-11-27 11:44:12
date (GMT): 2024-11-27 16:44:12
date (PST): 2024-11-27 08:44:12
desktopFileGuid: 7FE522CC-82B4-4716-A93E-E3F2B59C0410
document_qcs_id: 82277200430120192
documentDisplayName: <myfilename>.quicken
documentUserId: 82277200430120192
documentUserName: <myemailaddress>
early_access: 0
executable_architecture: 16777223
installation_id: <id>
is_executable_architecture_intel: 1
last30days_crash_count: 0
last48hours_crash_count: 0
launch_id: <id>
localTimeZone: America/New_York (EST)
mp_device_model: MacBookPro16,1
rawAggregatorPref: fdp
receiptUserId: 82277200430120192
receiptUserName: <myemailaddress>
subscriber: Subscribed
syncNewAccounts: 1
system_appearance: light
systemTimeZone: America/New_York (EST)
tier: Deluxe
tier_country: US
total_crash_count: 2
userTypeV2: WINBACK_LEGACY

errors count: 1

error #1
level: 4 (Debug = 0, Critical = 6)

description:
add account error

suggestion:
Try again later.

system description:
institution login: can't set up (can't sign-in)

BID: 66640

FI name: Primerica-Shareholder Account Manager

request:
{
"credentials" : [
{
"value" :<myid>,
"key" : <mypassword,hashedorwhatever>
"encrypted" : false
},
{
"encryptionKeyId" : <keyid>,
"value" : <encryptioninfo>,
"key" : <keyid>,
"encrypted" : true
}
],
"cpSetupMode" : "DISCOVER_ACCOUNTS_ONLY",
"channel" : "FDP_DEFAULT",
"includeInvestmentAccounts" : true,
"clientId" : <id>,
"brandingId" : "66640"
}

response:
{
"code" : 200,
"resource" : {
"status" : "ACCEPTED_POLLING_REQUIRED",
"pollingReference" : "/institution-logins/407292907475690242/poll",
"id" : "407292907475690242",
"resource" : {
"aggregators" : [
{
"lastRefreshAttemptedAt" : "2024-10-07T11:55:32Z",
"aggStatusDetail" : "Invalid Credentials",
"cpChannel" : "FDP_DEFAULT",
"aggStatusCode" : "FDP-103",
"aggStatus" : "INVALID_CREDENTIALS",
"lastStatusUpdatedAt" : "2024-10-07T12:15:41Z",
"lastRefreshSuccessfulAt" : "2024-08-31T18:54:25Z",
"cpId" : <id>
}
],
"channel" : "FDP_DEFAULT",
"includeInvestmentAccounts" : false,
"id" : "407292907475690242",
"modifiedAt" : "2024-11-27T16:43:01.005572706Z",
"clientId" : <id>,
"isConnected" : true,
"createdAt" : "2023-11-21T18:51:31Z",
"institutionId" : "181124508891545600",
"name" : "Primerica - Shareholder Account Manager"
},
"clientId" : <id>
}
}

pollResponse:
{
"status" : "AGGREGATOR_IN_ERROR",
"aggregators" : [
{
"channel" : "FDP_DEFAULT",
"cpAggStatusCode" : "FDP-103",
"aggStatus" : "INVALID_CREDENTIALS",
"isProcessing" : false,
"cpAggStatusDetail" : "Invalid Credentials"
}
],
"mode" : "DISCOVER_AND_ADD_ACCOUNTS",
"institutionLoginId" : <id>,
"isProcessing" : false
}

Quicken Anja

@mcwsky09 Thank you for following up!

I was also able to confirm the FDP-103 error you're receiving internally. This error usually occurs when the financial institution tells Quicken that your login credentials are incorrect or that there are most likely outdated login credentials stored in Quicken for Mac and/or the Keychain app.

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

Let us know how it goes!

mcwsky09

Several issues with those instructions.

1. MacOS Sequoia now uses a Password app instead of the Keychain Access. KeyChain access can still be accessed by using Spotlight to search Keychain and then choosing Keychain instead of Password.
2. Keychain Access will not allow me to delete a password - though it did allow me to remove Quicken's permission to use a given password. (there may be a way to disable the operating system's file protection, but that isn't a Quicken or Primerica issue).
3. The Quicken Connect Account for Primerica (Shareholder) prompts for email but my login to Primerica uses a username not an email address.
4. Primerica did make some changes to their website and may be using a different URL than Quicken currently has.
5. I am still unable to update my accounts - the last transaction date Quicken shows is in August 2024, with data for every month going back to early 2019 - so I am not sure who or what changed in the August-Sept time frame.
6. And, bizarrely, I just tried deleting the items in Keychain Access again and it worked, however, I am still unable to connect to Primerica via Quicken and now I get a Care Code of CC-929 (QCS-0429-2)

Quicken Anja

Thank you for following up with those details again. Being that you're being prompted for an email instead of a username and that the URL is different, you many need to reach out to Primerica directly.

However, before you do that, there is one more thing we can try due to the CC-929 error you are receiving.

Next, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connect Services. However, I do recommend that you first save a backup file prior to performing these steps.

1. Navigate to the Quicken dropdown menu
2. Sign Out...
3. Sign back in using your Quicken ID (email) and password 
4. Follow the prompts to be taken back to your data file after signing in

Once that is done, see if the issue still persists.

Let us know how it goes!

MommaDukes

It sounds like the Primerica issue is similar to the PennyMac issue that has persisted for several months. Can no longer login because PennyMac's web address changed. Quicken has not updated this when you go to add an account. In addition, PennyMac enabled two-factor authentication, which Quicken cannot handle and does not seem to want to try to fix, given the time frame of this issue. Other accounts that use two-factor authentication, such as Ford Credit, no longer work either. I have been using Quicken for many, many years. I really like it. Renewal is now. Not sure what to do. 😫

Quicken Jasmine

Hello @MommaDukes,

I apologize for the frustration that you have been experiencing. Were you able to attempt the troubleshooting steps provided by Quicken Anja?

Let me know!

MommaDukes

I let my subscription lapse because I felt that this was not a priority for Quicken to fix. If it does get fixed, I will subscribe again.