NBT Bank unable to reconnect (Q Mac)

Akafrank
Akafrank Quicken Mac Subscription Member ✭✭
edited December 2024 in Errors and Troubleshooting (Mac)

Cannot add any of my accounts. I get the following message:

Did you mistype your sign-in info? Please re-enter your credentials for NBT Bank.

This has been going on for more than a month. Quicken support had me disconnect each account and now I cannot reconnect them. Running Classic on an Imac.

Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Akafrank,

    Internally, we can see you are receiving an FDP-103 error. Have you already tried the error-specific troubleshooting instructions found in this support article?

    Be sure not to skip any steps (especially the Keychain Access steps), as skipping steps can make a difference in the outcome.

    Check back and let us know! Thank you.

    -Quicken Anja
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  • Akafrank
    Akafrank Quicken Mac Subscription Member ✭✭

    Yes with one of your support reps. Disconnecting the accounts meant I cannot reconnect them. Password correct, NBT bank choice correct. Quicken is aware of it, NBT bank is aware of it but I feel you are each blaming each other. Perhaps you should contact NBT bank and talk to their IT people.

  • Quicken Anja
    Quicken Anja Moderator mod

    Thank you for confirming.

    We will be forwarding 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 and screenshots attached in order to contribute to the investigation.

    image.png

    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.

    Thank you!
    (CBT-483)

    -Quicken Anja
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  • Akafrank
    Akafrank Quicken Mac Subscription Member ✭✭

    Still unable to access NBT accounts. Is there a timeline to restore it? The reason I use Quicken is for my bank, without access it is useless. Please advise.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello again @Akafrank,

    I'm sorry to hear that the issue is still persisting.

    I did escalate it before posting my last response to you, however, I went ahead and reviewed the ticket and currently, we still need a problem report to be submitted with log files. Please refer back to my previous response for instructions on how to submit a problem report with log files and screenshots attached.

    Please check back and let us know when that's done so we can attach it to the ticket! Thank you.

    -Quicken Anja
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