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Adding Sallie Mae Account is Broken

smono57

When trying to add a Sallie Mae Bank account it appears the Username and Password fields are reversed when it asks you for them during the setup process. The Password is exposed in plain text on the screen and the Username field is shown as all asterisks. In addition, when the entry gets added to the password vault, the Password is used in the name of the vault entry thereby exposing it in plain text. Please fix ASAP.

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Online Banking

Windows

Accounts

download transactions

Comments

Quicken Jasmine

Hello @smono57,

Thanks for reaching out.

If you don’t mind, could you please provide a few screenshots of what you described? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments. Please remember to redact any personal information as needed.

Thanks!

smono57

I cannot provide screenshots. If I did, it would expose my password to everyone that has access to this community. To recreate, all you have to do is walk through the process of adding a Sallie Mae Bank account and you will see the problem. It is obvious when your password gets exposed on the screen as you start typing it. Once you walk through the entire process of adding the account then open your password vault and you will see the entry for Sallie Mae got named with your password (in plain text).

smono57

It has been more than 10 days. Any update on this issue?

smono57

Today, I started getting a weird error when trying to update transactions for Sallie Mae:

CC-507: The financial institution you selected does not support the account type you are trying to add. Note that some institutions, such as MOHELA or Lending Club, do not support loan downloads.

I have not changed anything with my Sallie Mae configuration, I have not tried to add any new accounts recently, and my Sallie Mae account is a savings account not a loan.

Quicken Anja

Hello @smono57,

Thank you for bringing these issues to our attention!

I checked within my own Quicken program and can confirm that the Username and Password fields appear reversed for Sallie Mae. Since I don’t have any Sallie Mae accounts myself, could you let us know whether the fields are still labeled correctly? For example, if you enter your password in the top field and username in the bottom field, does it still connect properly? Or do you have to enter them in the "wrong" fields for the connection to work? This information will help as we escalate the issue.

Additionally, for this issue, we will be forwarding it 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.

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.

Regarding the CC-507 error, I was able to confirm that this is internally identified as an FDP-107 error, which displays as CC-507 in-product. Please refer to support article.

As the article outlines, the error typically occurs when an incorrect instance of the bank is selected. To resolve it:

Deactivate the account connection.
Reactivate it by going through Tools > Add Account and choosing the correct version of Sallie Mae from the list (based on whether it's a loan or deposit account).

If you're currently using Sallie Mae Bank and it still causes problems when you attempt to reconnect, try switching to Sallie Mae Loan instead (this instance also does not have the reversed field issue).

Let us know how it goes!
(CBT-667)

smono57

In terms of getting the Sync to work, the fields are labelled correctly. However, in terms of how Quicken is adding the entry to the password vault, it is not using the correct field. It seems to be using the first piece of the credentials it asks you for, to name the entry in the password vault. Because it is asking you for the password first, it is using that to name the entry in the password vault (thus exposing your password in plain text). ….at least that is the way it behaves to the end user.

I already sent this issue before I opened this post on the community forum and got no response (used the feedback option where selected "Something is broken". Still no response using that method. I guess I will have to open the issue a third time…. :(

smono57

Also, why would I select "Sallie Mae Loan" if the only accounts I have are savings accounts with Sallie Mae Bank? Even if that worked, it would still indicate there is a problem. There is obviously an issue here that the developers need to look at, and if you look closely at prior Sallie Mae issues that were opened and closed at the end of last year, there were other people reporting this as part of other issues and Quicken Support never addressed it (probably because it was not the focus of the original issue that was opened). Can you please just pass the issue along to your developers, the end users who pay money for this product annually should not have to be the beta testers of the product.

Quicken Anja

@smono57 Thanks for the follow-up and for providing those additional details—it’s very helpful.

To clarify, “Report a Problem” submissions are used solely for diagnostic purposes and internal tracking of widespread issues. As noted in the submission window itself, they do not receive direct responses. That said, I will personally pull your submission and attach the relevant files to an internal ticket, which I’ll escalate to our development team for further investigation.

Also, just so you’re aware—I reviewed the Problem Report you submitted on 4/21/25, but it did not include any log files or a sanitized data file. Please resubmit with those included, as they provide essential context for our teams.

Regarding the instance: if your accounts are with Sallie Mae Bank and they’re connected to the correct instance based on the account type (i.e., savings), then there’s no need to switch to the Sallie Mae Loan instance. However, to ensure the connection is properly refreshed, please deactivate and reactivate the affected account(s) by navigating to Tools > Add Account… and following the prompts.

Hope this helps!
(CBT-667)

BlueDevil99

It's a know problem for months apparently!

https://community.quicken.com/discussion/7955555/unable-to-connect-to-sallie-mae-banking

https://community.quicken.com/discussion/7957549/unable-to-connect-to-sallie-mae-banking-cc-929

BlueDevil99

https://community.quicken.com/discussion/comment/20489052#Comment_20489052

To -Quicken Anja

I can confirm that your suggestion does not work. Nor does using the Sallie Mae Loan bank which I knew would not work but tried anyway.

I ran into the same problem today after Quicken glitched and said all my accounts were closed. I had to reactivate them all. (Thanks Quicken.) The fields are most definitely switched. Thank you to smono57

I was racking my brain when the login kept getting rejected. His is 100% correct and this needs to be fixed!

Quicken Anja

Hello @BlueDevil99,

Thanks for confirming the issue on your end as well.

As mentioned earlier in the thread, we've escalated this internally, and there is now an open ticket with our teams to investigate and correct the issue. If you'd like to contribute to the investigation, you’re welcome to submit your log files via Help > Report a problem, and we can add your details and files to the ticket as well.

We appreciate your patience while this is being worked on!
(CBT-667)