"Reset Connection" flow deleted every single Income and Subscription item under "All Recurring"

Nate Reprogle

I'm a little frustrated because of the experience I just had with both support and the mobile app.

The Discover Bank connection frequently doesn't work. It'll say it refreshes, but no data is actually pulled. I have found myself (more and more after the "new connection" was released) having to "Reset Connection" on it and re-authenticate with Discover.

Today, I made the mistake of doing this via the Mobile App. On the website, when you reset the connection, that's it — the connection is reset. On mobile, and only on mobile, it asks you to add recurring transactions.

Since it said "Add" and not "Confirm", I assumed it was attempting to duplicate Income and Subscription items I had already configured in the recurring tab.

So I unchecked them all.

Big mistake. Turns out, the verbiage is incorrect on that screen and it actually is asking you to confirm your recurring items that are linked to your accounts. So, when I unchecked them all, it kindly deleted every single one of those items without asking for confirmation or providing an undo option.

I contacted support, and they told me (This is copied and pasted from the transcript): "To give it to you straight: Simplifi doesn't have a "restore" or "undo" button for deleted recurring series. Once they are removed from the Bills & Income tab, the system stops tracking them as a schedule."

I repeated my question, and asked them to confirm that their system does not keep an audit log of what happens on my account and that there is no way to undo a change that occurred due to an issue in their app, and they confirmed and said that that is correct, and that "Quicken Simplifi is built for your privacy" so support is unable to access accounts and undo things. This is concerning: What if a malicious user got into my account and messed everything up? You're saying support couldn't undo that?

The "solution" the support agent provided me was to do the "Reset Connection" flow again and "when the "Add Income" and "Add Recurring Transactions" screen appears again, please make sure everything is checked". Guess what? Those screens didn't reappear.

I'm sure that support is only limited by the tools the development team gives them, but it's disappointing that they couldn't help me with this. It's also disappointing the app's flow differs from the website's flow, and that it could even cause this issue in the first place.

So, now I'm here, warning everyone to never reset connection using the app, because if you do you're likely to have to redo your entire budget. I've spent the past hour recreating everything, and I think I got it all taken care of.