FDP-107 - Account moved to Empower when adding Prudential Account

mslrtpnc

Hello,

I am receiving the following error when I try to add my Prudential Annuity account:

cpAggStatusCode" : "FDP-107
cpAggStatusDetail" : "Timeout. Your workplace retirement account has moved to Empower. Go to empowermyretirement.com to register and access your account. User Needs to Select FI Empower Retirement Bank for accessing Banking Accounts"

When I manually login to my account, I use the Prudential site. I do not have an Empower account and have never received any notification regarding Empower.

If I still access this account using the Prudential site, how do I add this in Quicken?

Quicken Kristina

Hello @mslrtpnc,

To help troubleshoot this issue, please provide additional information. Have you attempted to connect the account in your Quicken using the connection option recommended in the error message? If so, what happens? If you haven't, please try connecting to that option.

I look forward to your reply!

mslrtpnc

Hi Kristina,

I do not have an Empower account. When I attempt to register for the account at the Empower site, I am not allowed. The credentials I use for Prudential also do not work.

I found the following page on the Empower site and references which I believe is the cause of the confusion.

Screenshot 2024-12-06 at 7.54.11 AM.png

It appears that only some of the Prudential accounts were moved to Empower. I purchased my annuity from Prudential through my financial advisor so this would be considered an "independent purchase" (3rd bullet in the screenshot attached). According to this page, my account remains with Prudential.

Can you please tell me who is issuing the error code. Is this error message from Quicken or Prudential.

Thanks in Advance,

Mike

mslrtpnc

I have also attached the issuer information of the annuity from my brokerage site and the full error return (in case there is something else there).

Note that when I attempt to add using the Prudential sites, I do receive the access code from 2FA. The failure occurs after this step.

Screenshot 2024-12-08 at 6.03.43 PM.png

FD-107 Error Return.pdf

Quicken Kristina

Thank you for your response,

I suspect that the connection option you're trying to use points to the URL (web address) for the login that is now with Empower, rather than the URL for those that remained with Prudential. To verify this, and see if there's a different connection option that should work, please provide the exact URL (web address) you use when you log into your Prudential account directly through their website.

Thank you!

mslrtpnc

Hi Kristina,

Here is the URL I use:

https://www.prudential.com/login

which is the same as 4 of the 5 Prudential sites that are options through the Quicken "Account Add" option; none of which work and I have tried all 4.

mslrtpnc

Hello - I called Prudential today and talked to technical support there. I was able to confirm that Prudential is the correct owner of the annuity. After talking to Prudential, we believe that the problem accessing the account via Quicken is that the annuity is actually owned by our financial brokerage firm (RBC) and my wife (as the Annuitant) is listed as FBO. So while we have the ability to logon to Prudential and see everything, we are not permitted to download account information via Quicken.

I have seen a number of posts involving problems adding Prudential accounts to your program. I hope that we can fix this error message. I am not sure what Prudential is returning from the API call when trying to add the account, but I beleive this needs to be reviewed with Prudential so that a better message can be provided to the user.

Not all accounts from Prudential were moved to Empower.

Thanks in Advance,

Mike

Quicken Kristina

Thank you for your response,

When I check, that URL does match what shows on our list of supported financial institutions.

What kind of account are you trying to connect (investment, HSA, etc.)?

Thank you!

mslrtpnc

Hello - I called Prudential today and talked to technical support there. I was able to confirm that Prudential is the correct owner of the annuity. After talking to Prudential, we believe that the problem accessing the account via Quicken is that the annuity is actually owned by our financial brokerage firm (RBC) and my wife (as the Annuitant) is listed as FBO. So while we have the ability to logon to Prudential and see everything, we are not permitted to download account information via Quicken. 

I have seen a number of posts involving problems adding Prudential accounts to your program. I hope that we can fix this error message. I am not sure what Prudential is returning from the API call when trying to add the account, but I beleive this needs to be reviewed with Prudential so that a better message can be provided to the user. 

Not all accounts from Prudential were moved to Empower.

Thanks in Advance,

Mike

Quicken Kristina

Thank you for your response,

I forwarded this issue to the proper channels for further investigation and resolution. I can see that you already submitted a problem report with log files attached. While you will not receive a response through this submission, these reports will help our teams in further investigating the issue.

Thank you!

(CTP-11703)

mslrtpnc

Hello,

How will I receive an update on the problem report I opened? How is that tracked and reported on? The error message reads:We will not respond to these reports directly. Please check the Quicken Community, chat or call Quicken Customer Care".

Do I need to actively monitor this?

Thanks!

Mike

Quicken Kristina

Thank you for your reply,

Since there isn't an alert for this issue, the way to check the status is to post to this Community (in this thread, or start a new thread if this one is closed) asking the status of CTP-11703. I can see that currently, it's open and in work, no ETA.

You don't need to actively monitor this. If the team working on the issue needs more information, they will either contact you via email or they will ask me to reach out to you through the Community.

I hope this helps!

mslrtpnc

Hello - I am asking about CTP-11703

In a previous post, I had asked if you can tell me who is returning this error code? Is this message in the "detail" section from Quicken or is the returned from Prudential?

The error message is as follows:

cpAggStatusCode" : "FDP-107

cpAggStatusDetail" : "Timeout. Your workplace retirement account has moved to Empower. Go to empowermyretirement.com to register and access your account. User Needs to Select FI Empower Retirement Bank for accessing Banking Accounts"

When I use Quicken to connect to Prudential, I am prompted for both the userid and password and I receive the code for the 2FA on my cell phone. It seems that we go a long way to not conenct. I have reached out to Prudential and confirmed that Prudential owns the account; not Empower.

If the message is returned from Prudential, I need to chase them down to find out why we can't connect.

Thanks in Advance

Quicken Kristina

Thank you for the follow-up,

The message in the detail section is the response coming from the financial institution servers when attempting to connect.

I was under the impression that when you spoke to Prudential earlier, they said that account was supported for download into Quicken? Did I misunderstand your earlier post?

https://community.quicken.com/discussion/comment/20465845#Comment_20465845

Thank you!

mslrtpnc

Yes - but didn't know who issued the error message. Thank you for confirming the error message is actually coming from Prudential. This being the case, there is no reason to keep this case open. I will need to go back to Prudential because their logic makes no sense to me. FBO (for benefit of) is always the case when purchased through a brokerage firm. If I can login using their web page, this should work.

Thank you for your help Kristina!