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Hanscom Federal Credit Union new web platform and password update required

chestrenu

Today HFCU activated a new online platform and required a password update. When I try to download transactions in Quicken it says invalid password. I have entered the new password in Quicken by resetting connection and deactivating to no avail. For some reason I can't download from HFCU since they changed their web platform and required a password update. Please investigate!

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NotACPA

You'll get a faster response if you directly contact Q Support via the link at the top of this page.

This forum is primarily user-to-user, and we can't investigate anything.

chestrenu

Just spoke to a human tech support person at Quicken and they are aware of issues with credit unions changing platforms and passwords and said to try login in a few days as they work to fix hopefully problem!

chestrenu

Today I was able to authenticate and add all accounts to automatic update!

chestrenu

The dreaded cc-503 invalid login message has returned today and I was not presented with the authentication pop up when I tried to reauthorize after de-authorizing all HFCU accounts! Yikes!

Quicken Carlos

Hi @chestrenu,

Before we follow any troubleshooting steps. I suggest creating a backup file.

If you haven’t tried this yet, I recommend deactivating and reactivating all accounts associated with this financial institution.

To Deactivate an Account:

Go to the Tools menu and select Account List…
- If you have a hidden account, check the box in the lower left to display it.
In the Account List, select the account you want to deactivate, then click Edit.
In the Account Details window, go to the Online Services tab.
Click Deactivate next to the service you want to disable.

Confirm by clicking Yes.
Repeat this process for all accounts related to this financial institution.

To Reactivate Account(s):

Go to Tools > Add Account.
Select the bank for the deactivated account(s). If prompted, choose the connection method.
Enter your credentials and click Connect.
When the list of located accounts appears, click LINK next to each account you want to reactivate.
Click Next, then Done on the final prompt.

Let me know how it goes! I’ll be looking forward to your reply.

chestrenu

I went through ALL of the steps you advised today and still get CC-503 and never get to the authentication screen. When Hanscom FCU updated their online platform last week requiring a password change, I had the same issue with Quicken and the CC-503 message. Contacted Quicken support and they got access to my screen and went through the same steps to no avail. Then on March 26 I tried again and got through authentication and added download for all Hanscom accounts. Everything was downloading fine until yesterday when the CC-503 came back for only Hanscom. It seems to me that there must be a software issue somewhere that is related to Hanscom's new online platform and password change that is at fault. I am 100% sure I have done all that has been requested and entered all of my login info correctly. Maybe this issue should be elevated? I am growing frustrated with this issue. I can't recall ever having this issue with Hanscom until they did this major change to their online platform which I can log into directly from their web site without a problem.

Quicken Carlos

Hi @chestrenu,

I just sent you a direct message so we can continue with the process to escalate the CC-503 issue.
To check your messages, please click the envelope icon.

I hope this helps!

rhinmass

I am having the exact same problem as chestrenu. Initially after the update, I was able to download transactions, but at some point it stopped letting me connect and is giving the CC-503. This has been going on for over a week, so waiting a few days doesn't help. Trying HFCU support now.

rhinmass

Solved! Deactivate all of your Hanscom accounts in Quicken. Add back but choose Hanscom FCU Retail instead of Hanscom Federal Credit Union.

chestrenu

So far that has been working for me too. Hope it keeps working!

Quicken Carlos

Thanks for following up, @chestrenu and @rhinmass,

I’m glad to hear that deactivating and reactivating the accounts worked for you and that everything is still running smoothly.

If you run into any issues, please don’t hesitate to reach out to us!

QuickWingz

https://community.quicken.com/discussion/comment/20547254#Comment_20547254

Thanks — this worked — finally! No help so far from my repeated messages with HFCU. However — I ran into a problem with the Visa card account I have at HFCU. Quicken would not recognize that it's a CREDIT card .. not a LOAN. Therefore, I was unable to link it to my existing HFCU Visa account. Just to see what would happen if I let quicken add that as an account — I discovered a "loan" account is treated completely differently than a credit card account. So I deleted and resigned myself — for now — to managing my HFCU Visa account in quicken manually. I actually wondered when I saw that the new web site has two different kinds of logins - business and retail — whether that was the issue. If anybody has any suggestions for how to address why Quicken doesn't recognize my Visa account as a credit account — I'm all "ears". Or could it be that the error is on HFCU's end?

Quicken Carlos

Hi @QuickWingz,

I’m glad to hear that the steps above worked for you as well!

The account type is provided by your financial institution, as they determine how the account is classified.

I suggest contacting your financial institution and asking to speak with an online banking specialist for further clarification. If they’re unable to assist, I recommend contacting Quicken Support for further assistance. They can guide you through additional troubleshooting steps in real time or escalate the case if necessary.

Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

I hope this helps!

QuickWingz

I did send a message to HFCU informing them about this issue and my speculation that it traces back to when — before launching their new web interface — the ability to pay my visa card was moved from the simple transfer functionality to an area associated with loan payments. Just checked the new web page again .. and it looks like the "old way" of transferring money between accounts is back. Once again .. paying my credit card is back to transfer from account a to account b. I think I'll wait a while and see if maybe .. hopefully .. quicken will be able to treat my Visa card account at HFCU as a credit card. If wishes were fishes.😉

Quicken Carlos

Thanks for following up, @QuickWingz .

I’m glad to hear they were able to restore the Visa back to how it was working before.

Please continue to monitor it, and if you need any further assistance, don’t hesitate to reach out again.

We’re here to help!

QuickWingz

All I've done is told them about the issue. I don't think they've done a thing about it. Well .. that's not true. Just checked. The only change I see now is that name of the account received from HFCU now has a prefix of "Credit Card" whereas before it was "Loan". But…the pull down for picking the account type is still various kinds of Loans and Quicken won't let me link to my existing HFCU Visa account. So I don't know if this is a Quicken issue or if there's some other metadata that HFCU has not yet fixed to properly identify it as a Credit Card and not a Loan. I'm leaning towards the latter. And yes .. I do know about things like metadata.

Quicken Carlos

Hi @QuickWingz,

Thanks for letting me know and for following up.

It’s possible that this issue is happening because the financial institution is reporting the account as a loan instead of a credit card. Since you’ve already reached out to your financial institution, if the issue persists after speaking with them.

I recommend contacting Quicken Support for further assistance. They can guide you through additional troubleshooting steps in real time or escalate the case if necessary.

Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

I hope this helps!

QuickWingz

FYI — I'm in an active dialog with HFCU — made them aware of the issue regarding how credit card accounts (and maybe others — I have no idea — just concerned with my specific issue) are not being identified correctly to Quicken. That it takes more than simply adding 'Credit Card' as the prefix to the account name isn't enough. Metadata is required — the stuff Quicken uses to identify the type of account. Will update you on my progress with HFCU.

Quicken Carlos

Hi @QuickWingz,

Thank you for your reply and for letting me know.

I look forward to hearing any updates from you.

chestrenu

Now I note that starting today I get authentication pop up for "Hanscum FCU - Retail" nearly every time I try update. It is a bit annoying as it does not seem to remember that I already completed it.

Quicken Carlos

Hi @chestrenu,

Thanks for reaching out to the Quicken Community!

Based on the description, it appears your financial institution has added a new security feature that requires your attention before your account can be updated. This is often a new verification step that must be completed directly on the financial institution’s website.

If you haven't tried this yet. I suggest following the steps below:

Visit your financial institution’s website
Sign in to your online banking account
Navigate to the page where you view your account information
Look for any prompts, alerts, or verification requests that require your response
Complete the requested information and then dismiss the screen
If available, select an option such as “Do not show again” or “Do not ask again” to prevent the prompt from reappearing

Note: Some financial institutions may place these security prompts in the inbox or message center section of their website.

Let me know how it goes. I look forward to your reply!

chestrenu

Hanscom EWC download appears down today!

Quicken Carlos

Hi @chestrenu,

Thank you for reaching out to the Quicken Community!

I checked my internal tools and noticed that the error is related to FDP-102. In Quicken, this issue may display as a CC-502 error. This error is typically caused by maintenance on the bank’s servers that Quicken uses to download transactions.

I recommend following the steps in our support article:

Open the transaction register for the account showing the error message.
Click the Gear icon in the upper-right corner of the register and select Update Now.
Follow the on-screen instructions to complete the update.
Repeat these steps for each account experiencing the error.

If the steps above do not resolve the issue, I suggest waiting 24 hours and trying again. If the error persists beyond 24 hours, I recommend contacting Quicken Support so they can further investigate and escalate if necessary.

I hope this helps!

QuickWingz

I encountered this too and tried to fix my security settings at the HFCU site to prevent getting the 2FA every time I update my HFCU accounts in Quicken. Sadly — couldn't be done. What a pain! I was able to prevent the 2FA when accessing my account from a browser (e.g. Firefox) but not in Quicken. While I appreciate their desire to provide tight security on our accounts — making sure that no-one except ourselves can access our accounts — it's annoying. It's a bit of overkill. Reminds me of when my old company (am now retired from there) decided to add on 2FA even when logging in from inside the physical campus. I understood the need for it (using a SecureID card) when logging in from outside but inside? Yeesh!

Quicken Carlos

Hi @QuickWingz,

Thanks for joining this thread. We understand how frustrating this can be.

One possible reason you are being prompted for a code every time you update your account is due to a new security feature that requires your attention before the account can be updated. This may be a verification step that needs to be completed on your financial institution’s website.

If you haven’t done this yet, I suggest trying the steps mentioned in the previous comment.

https://community.quicken.com/discussion/comment/20551939#Comment_20551939

Let me know how it goes!

QuickWingz

I've already hunted all over my security settings at HFCU .. and done what I can. As I wrote before — I managed to change things so I stopped Two Factor Authentication (2FA) when I login from a browser but couldn't fix things so I don't suffer 2FA in Quicken. I only I could.

chestrenu

I received a message from Hanscom that they are working to fix an issue regarding access to bill pay in their new app.

Quicken Carlos

Hi @QuickWingz,

Thank you for your reply.

Some financial institutions have updated their security requirements, which may cause Quicken users to see Multi-Factor Authentication (MFA) prompts more frequently than before. Since you followed the steps above and there is nothing additional to accept or allow, it appears this may be related to a recent security update on their end.

I recommend reviewing our support article on entering MFA repeatedly when updating my accounts in Quicken.

I hope this helps!

Quicken Carlos

Hi @chestrenu,

Thank you for the update. I appreciate you letting me know that Hanscom Federal Credit Union is working to resolve the issue in their new app.

If you need assistance or encounter any errors after they fix the issue, please don’t hesitate to reach out.

chestrenu

Quicken still requires me to authenticate with Hanscom FCU every time I use EWC to download transactions to Quicken. This started when HFCU put their new app online. All other financial institutions only require this annually. I have asked HFCU to investigate but I am not sure if this is a problem with them or Quicken.