how to activate quick pay with an identity verification failed notice

sheftels

when I go to quik pay for any biller I get a Get started box. when click on the get started button I get a message "Identity Verification failed" how do I set up the quick pay for these accounts?

cleroks

Same here. If you look up that message it says customer support cannot help you. This is extremely frustrating for a product I promoted for decades.

Quicken Kristina

Hello @sheftels & @cleroks,

Thank you for letting us know you're seeing this issue. For assistance with this issue, please contact Quicken Support directly. They have access to tools we can't access on the Community and they're able to escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance! 

cleroks

https://community.quicken.com/discussion/comment/20513759#Comment_20513759

I contacted Support. They had me do a Super Validate - no change. After 45 minutes of discussions with Level 2, they said there is nothing they can do - I just cannot use Bill Pay. I asked if they could downgrade my subscription to Deluxe and extend the subscription since I cannot use Bill Pay - they said no. How do you think this 40-year customer feels about that?

Quicken Kristina

Thank you for your reply @cleroks,

I sent you a DM. Please click the envelope icon near the upper right to view it.

Thank you!

cleroks

The official answer from Level 2 Support is if you get the "Identity Verification Failed" message, you cannot use the new Bill Pay system. They cannot re-drive the Identity Verification Process (which I never got to go through due to Quicken software errors). I requested they downgrade my subscription to Deluxe because I cannot use the Bill Pay feature. They did downgrade me and extended the subscription a few months. Note that I was successfully using Quicken Bill Pay before the new system rolled out.

fithian1

Same problem here; I spent an hour or more with CS , most of the time waiting while my agent was waiting for someone higher up to give him the answer. Several attempts were ridiculous, like try another biller, after I already told them that it happens to all billers. They are painfully aware, but don't want to to admit it. That was all after the the AI robot had me do an update and validation and sign in and out as different user and so on. In the end he told me that the official answer is in my email. That said nothing, other than that the government is making them verify and they cannot help me. Seriously? A company the size of Quicken can't figure it out? So, billpay is totally dead for my, yet I'm paying for it.

Quicken Kristina

Hello @fithian1,

Thank you for reaching out! Unfortunately, for that specific error message, there is very little we can do. Please see the article linked below for more information:

https://www.quicken.com/support/bill-pay-identity-verification-failed/

Thank you!

LLcdPH

Same issue here. After MANY years of using and paying for Quicken, this is beyond frustrating. I'd like a refund… NOW.

Quicken Kristina

Hello @LLcdPH,

Thank you for letting us know you're encountering this issue. We're not able to assist with refunds through the Community. If you want to downgrade or request a refund, please reach out to Quicken Support directly via phone or chat for assistance. Quicken Support's contact information can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday. Chat support is available from 5:00 am PT to 5:00 pm PT, 7 days a week.

I apologize that I could not be of more assistance! 

cleroks

@Quicken Kristina You realize this is not new customers unfamiliar with the product having this issue. These are long term customers you are now losing because your support team can’t figure out how to re-drive the Identity Verification procedure. This needs to be escalated to the highest level inside Quicken management. There is no excuse for this.

Quicken Kristina

Thank you for your feedback @cleroks,

I forwarded your feedback internally to our teams, along with a list of those who have reported that they are impacted by this issue.

@sheftels, @cleroks, @fithian1, & @LLcdPH,

To assist our teams in investigating the issue, please let me know if the accounts where you're encountering this issue are business accounts or personal accounts.

Thank you!

(CTP-15026)

cleroks

>To assist our teams in investigating the issue, please let me know if the accounts where you're encountering this issue are business accounts or personal accounts.

@Quicken Kristina Mine is a personal account

Tom Kelley

Same here. Failed Id verification (my fault). Now cant even use check pay although it says I can. Help!

Quicken Kristina

Thank you for that additional information @cleroks,

I forwarded it to our teams.

Hello @Tom Kelley,

Thank you for letting us know you're also impacted by this issue. Is this happening with a personal account, a business account, or both?

Thank you!

terryf20

Bill pay, ID verification failed message. Personal account. Hopefully this gets resolved soon. Worked fine for many, many years. Hope us long time customers get their issues fixed soon.

Quicken Kristina

Hello @terryf20,

Thank you for letting us know you're also impacted by this. I added you to the ticket.

Thank you!

Quicken Kristina

Hello @sheftels, @cleroks, @fithian1, @Tom Kelley, @terryf20, & @LLcdPH,

Our teams requested that you please send a problem report with log files attached to help them further investigate this issue. To do that, please navigate to Help>Report a Problem and send the problem report. The log files should be pre-selected.

Please let me know once you have sent the problem report.

Thank you!

cleroks

@Quicken Kristina , problem report sent.

Quicken Kristina

Thank you @cleroks!

terryf20

@Quicken Kristina problem report sent

Quicken Kristina

Thank you @terryf20!