TruWest Credit Union - Can't Connect

richardspda

First thing, a few days ago TruWest forced a password reset and added additional complexity requirements. I did double check my TruWest account that I am still enrolled into "Direct Connect for Quicken and QuickBooks".

However, when I try to log into my TruWest accounts in Quicken I get the below error (I have also sent in this error into Quicken via the app). I get this error straight off the bat, so it isn't like I am trying to type my password multiple times and failing. I then have to go and reset my password in TruWest. After the reset (I have tried multiple times) I try again in Quicken and I get locked out again, after 1 try.

Also, why isn't the error that you get on the clip board not in the actual Quicken UI popup? It says to reenter but the messages clearly states the account has been locked. What is the point of Quicken UI stating to "retry" when that clearly isn't possible?

error #1
level: (null) (Debug = 0, Critical = 6)

description:
An incorrect password has been entered several times in a row. For security reasons, your account is now locked. Please contact your financial institution. (OFX Error: 15502)

suggestion:
Maximum invalid signon count exceeded. Please contact your financial institution for assistance.

Quicken Anja

Hello @richardspda,

Thank you for sharing the details and screenshots—I completely understand how frustrating this must be.

When checking internally, your TruWest connection currently appears as though it is successful. Could you let us know if you are still seeing this issue on your end?

For context, the error you’re seeing (OFX 15502) usually occurs when multiple incorrect password attempts have triggered the bank to lock the account. This is a security precaution to prevent unauthorized access. In most cases, three failed attempts will lock the account.

To resolve this, the recommended steps are:

1. Sign in to TruWest’s website directly and follow any prompts to unlock your account.
2. Once the account is unlocked on the bank’s side, try updating your accounts again in Quicken.

If the issue persists, you will need to contact TruWest to reset your password or PIN and unlock the account. Please note that Quicken Support cannot reset the password or PIN for your bank account.

For more details, you can also refer to the official support article for OFX 15502 here.

Thank you!