UBS OL-301-A started 4/25/25

Pat Marshall
Pat Marshall Quicken Windows Subscription Member ✭✭✭✭
edited April 25 in Download, Add/Update Accounts (Windows)

Back again, but maybe for a new reason. UBS is working on updating online services. The Quicken message says my request was rejected. I called a phone number the message gave 888-279-3343. UBS sent me to their website, then settings, then Services & Features, then Financial Software Download (OFX), and then prompted me to enter password which I took it to be the UBS password. Then I got a message that the account reset was successful, but with the caveat it would not work until tomorrow. So this is a Friday, and I am relegated to waiting until tomorrow. Very frustrating because I have had multiple problems with Quicken and UBS interface. Nothing I can do but wait, and if I get same message tomorrow, I may be stuck since that is Saturday and typically there is more trouble reaching someone on the weekend. Sigh.

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Comments

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Pat Marshall,

    Thanks for the update, and we understand how frustrating this ongoing issue must be—especially heading into the weekend.

    Since UBS indicated the account reset won’t take effect until tomorrow, please go ahead and try again then. Once you’ve had a chance to test, we’d appreciate it if you could update your post to let us know the outcome.

    Also, just to reassure you: moderators and other members of the Quicken Community are active on weekends, so if the issue persists, feel free to post again, and we’ll do our best to assist you further. You’re not on your own here!

    Fingers crossed everything works smoothly after the reset!

    -Quicken Anja
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  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭
    edited April 25

    See next message.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭
    Quicken UBS 2.jpg

    Here is the message I receive from UBS after I agree to financial software download from Quicken. You can see they do not make the link active until a day has passed. Would have liked to be able to check it right after permission was given, but that does not happen. We'll see if tomorrow (Saturday) actually works. I've no idea why this whole process was needed since I've been downloading from UBS for years.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    It is now 4/26/2025 and the error remains despite all the above.

    OL-301-A

    Your financial institution has rejected your request. Additional information from UBS Financial Services Inc: Your account has been disabled. To request a re-set, please call 888-279-3343. Outside the U.S., call collect at 201-353-5257.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    Once I got the error message again the next day in spite of the message yesterday from UBS that said the accounts would be available the next day. The agent said it would take 24 hours or maybe even 48 hours rather than "tomorrow" that was expected from their original message. She further said they had been updating their system, and she was getting a lot of phone calls. Once again said to call back if it turns out to be more than 24 hours. 😥

  • Quicken Anja
    Quicken Anja Moderator mod

    Thanks for the update!

    If you wish to wait an additional 24 hours as advised by the agent you spoke with, you can. However, if you wish to try any troubleshooting in the meantime, you can review and follow the instructions provided below which can also be found in this support article regarding error OL-301.

    1. In Quicken, select the Tools menu, then choose Online Center.
    2. Click the Financial Institution dropdown arrow and select the financial institution.
    3. Press CTRL+Shift while selecting Contact Info.
    4. Select one of the accounts associated with the bank from the dropdown list.
    5. Select Financial Institution Branding and Profile from the list and click Refresh.
    6. Click OK and go online by clicking the Update/Send button.
    7. Attempt your online session again.

    Hope this helps!

    -Quicken Anja
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  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    Thanks for the instructions, but no help. I immediately got the error message.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    I finally got a UBS customer service person who cared. There was an error on UBS that prevented my logging in. She not only found the error, but helped me reset which worked immediately. We spent perhaps 20-30 minutes on the phone, and she (Laura) made my day and helped me a lot. Thanks to her and UBS.

  • Quicken Anja
    Quicken Anja Moderator mod

    Thanks for the update! Glad to hear you were able to get this resolved with the financial institution.

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    Historically UBS had more Quicken issues than any of my other accounts.

  • rrutland78
    rrutland78 Quicken Windows Subscription Member ✭✭

    I'm still unable to connect to my UBS accounts. I can login online with the same credentials and have no issues. I even reactivated OFX download just to be sure. Still no luck. UBS confirms there are no lock out messages with my login. I attempted to remove online services from the UBS account and add it back, but I get the same account disabled message when I attempt to login to find my accounts. I've been seeing this error for the past 2-3 days.

  • rrutland78
    rrutland78 Quicken Windows Subscription Member ✭✭

    @Pat Marshall do you know what the UBS rep had to reset or look for? If it is a UBS problem, that would be helpful to know when calling them.

  • Fredok
    Fredok Quicken Windows Other Member

    Hi -I spent time calling twice 2 different support persons at UBS and both repeated the same message: nothing is locked, and my settings are ok. They both advised me to contact Quicken support. So here I am.

    The problem started on 4/25 (last update). As an experiment, in my UBS profile setting, I checked off the aggregator for Quicken and OFX download, then re-checked them both.

    The system says to wait 24 hours, but I am now concerned that it is all for nothing alike for user rrutland78 above.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    The rep did not say what she did, but it immediately worked after I followed her QFX download on System and Services. I wtook notes and will post here later tonight when I am at my PC. I do think she manually turned off my access, but just guessing. I also have a VISA linked to one of my UBS accounts. I was told it will no longer sync and from now on I can download and import that particular qfx manually and import to quicken. I finally found the way to do that and will post if you want.

  • rgnyc
    rgnyc Quicken Windows Subscription Member

    I just got off the phone with UBS. They told me that, if you want to download to quicken, you should log on to UBS online but, instead of sending a push notification to the app, that you should request a pin. The Pin fully unlocks the system including quicken. Just tried it an it worked for me

  • AbeK
    AbeK Member ✭✭✭
    https://community.quicken.com/discussion/comment/20488996#Comment_20488996

    This worked for me, too. Thank you! I was pulling my hair out for over a week on this issue.

  • Pat Marshall
    Pat Marshall Quicken Windows Subscription Member ✭✭✭✭

    where online at UBS do you request a PIN?

  • rrutland78
    rrutland78 Quicken Windows Subscription Member ✭✭

    @Pat Marshall i have probably the came visa credit card with ubs as you that is not downloading so i would be very interested in seeing the steps to make that work.

    interestingly, my wife uses quicken on her own and her ubs login works perfectly to download transactions for her accounts. so definite confirmation it is not a quicken problem, but within ubs.

    all that said, i followed the tip above from @AbeK and @rgnyc about the pin and it worked immediately. to do it, go to the account login page. i sign in with my password and there is normally a prompt on the second screen to send a notification to the ubs app on my phone for approval. below that prompt to send an app notification is a link to send a pin to your phone instead. choose this option and remember your private device after entering the pin. i went to quicken and downloaded all the transactions for all accounts.

  • Beezer77
    Beezer77 Quicken Windows Subscription Member ✭✭

    I had the same problem since late April. I had also been using the App notification option for multi-factor verification when logging in to my UBS account. I discovered a note I had made a long time ago reminding me to use that option in order for Quicken to access the account (because that was what worked at the time while the PIN did not). It appears the changes UBS has made mean that sending a PIN is now the correct option to login with in order to allow Quicken to have access. I tried the PIN option and it worked for me as well. Thank you rgnyc (and others) for spending the time with UBS to solve this and communicate it to the community. Much appreciated!

  • ehrich
    ehrich Quicken Windows Subscription Member

    This worked! After weeks of waiting for a "fix" the problem is at UBS Thank you.

  • Fredok
    Fredok Quicken Windows Other Member

    To all of you - you are great!! Thank you for the help.

    I did: on the UBS login page instead of default "push" verification, I selected the one-time pin. Then to the follow up question about the PC location I selected "private" and said yes to remember me. That PC has the quicken and the download then worked instantly thereafter.

    I'll call UBS Monday so that they can help better next customer/time.

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