CC-502 with Health Equity

Quicken Windows Subscription Member, Windows Beta Beta
edited March 9 in Download, Add/Update Accounts (Windows)

For the last 5 days I have been unable to download from Health Equity, and I get a CC-502 error. Deactivated account, now unable to reactivate.

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  • Quicken Windows Subscription Member
    edited March 9

    I am having the same issue and do not see any pending resolutions. I tried refreshing the account in the Online Services tab of the account edit area and all it did was deactivate the Express Web Connect connection and give me the CC-502 error again, saying "Oops, we could not connect" when trying to find my account with Health Equity. I have been having this issue for several weeks no with no change.

  • Quicken Windows Subscription Moderator mod
    edited March 9

    Hello @irasend1 & @Christian,

    Thank you for letting us know you're encountering this issue. Per this article on CC-502 errors, since the issue has been going on longer than 24 hours and there are no open alerts for this issue, please try refreshing the affected account(s). To do that, follow these steps:

    1. Open the transaction register for the account with the error message.
    2. Click the Gear Icon in the upper right of the register and select Update Now. image.png
    3. Follow the on-screen instructions to complete the update.
    4. Repeat these steps for each account with this error.

    If that does not resolve the issue, then please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file so that we can further investigate this issue.

    While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

    We apologize for any inconvenience!

    Thank you.    

    (CBT-602)

    Quicken Kristina

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  • Quicken Windows Subscription Moderator mod

    Hello All,

    There is now a Community Alert for this issue. Please bookmark the alert linked below to be notified of any updates, once available, and know when the issue is resolved.

    NEW! 3/10/25 Healthequity- CC-502,FDP-102, FI_TIMEOUT

    Quicken Kristina

    If you do not see the bookmark icon near the upper right, please make sure you're logged into the Community.

    Thank you!

    (Ticket# 11637082/CTP-12340)

    Quicken Kristina

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  • Quicken Windows Subscription Member, Windows Beta Beta

    Working again as of 9pm 3/10/25. Thank you,

  • Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    I'm glad to hear it's working again.

    If you need further assistance, please feel free to reach out!

    Quicken Kristina

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  • Quicken Windows Subscription Member ✭✭

    I was having the same issue a few days ago. I just tried it again, but am still seeing the CC-502 error. Are others still having this issue?

  • Moderator mod

    Hello @Bruzer,

    Thank you for joining this thread, though I am sorry to hear that you are also experiencing this issue. You can follow the link provided by @Quicken Kristina to bookmark the alert for all future updates.

    -Quicken Jasmine

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  • Quicken Windows Subscription Member ✭✭

    It is still an issue. as of 3/14/25 @ 7:30pm eastern time

  • Quicken Mac Subscription Member

    still an issue for me. 3/18 @ 6:00

  • Quicken Windows Subscription Member ✭✭
    edited March 20

    Still not working 3/20/25 @ 11:55 ET

  • Quicken Windows Subscription Member ✭✭

    Still not working 3-22-2025

  • Quicken Windows Subscription Moderator mod

    Thank you for the update @hoomans & @Hubby,

    Thank you for letting us know you're still encountering this. The ticket for this issue is still open and being worked on. If you haven't already done so, please bookmark the Community Alert linked in my earlier post.

    Thank you!

    Quicken Kristina

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  • Quicken Mac Subscription Member ✭✭

    I'm also seeing this issue as of March 31

  • Member ✭✭✭

    Been having this issue for about a week.

  • Quicken Windows Subscription Moderator mod

    Hello @jackhake & @Scott,

    Thank you for letting us know you're also encountering this issue. It has already been reported and is being worked on. To track the status of the issue, I recommend bookmarking the alert linked in my earlier post:

    Thank you!

    Quicken Kristina

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  • Quicken Windows Subscription Member ✭✭

    This error has been going on for over a month. When are we going to see a solution?

  • Member ✭✭✭

    It worked for me today. But I have read that it has been inconsistent.

  • Quicken Windows Subscription Member ✭✭

    My version of Quicken Classic is up-to-date….in case that has anything to do with it. My Health Equity has not updated since Feb 28. All of my other financial accounts do update.

  • Quicken Windows Subscription Member ✭✭

    Scott, will your HE account update each time you initiate the update? Or will it update one time and not the next?

  • Member ✭✭✭

    Well I'm not sure happened, but for some reason quicken wanted me to reset the passwords and reconnect to several of my accounts. Once I did that HE updated. I don't know if there is any relationship in that situation or not. Lol. When quicken works it's great but too often I have the toy with it. I think what may have happened is it failed an update. Then later it wanted me to update my credentials with HE. Then other accounts failed for whatever reason.

    Earlier today it succeeded after updating my credentials with various accounts. I just now manually did an update through quicken, not just HE, and it was successful again.

    I'm currently running version R61.21, build 27.1.61.21. I just noticed with this update summary that there is a new version of quicken ready for download. I have not installed it or looked at what version or what it is supposed to correct, etc.

    It looks like release R62.16 is available for download.

  • Quicken Windows Subscription Member ✭✭

    Any update on this issue?

  • Quicken Windows Subscription Moderator mod

    Thank you for the follow-up @Bruzer,

    There aren't any new updates yet. If you haven't already done so, I recommend that you bookmark the Community Alert, so that you'll be notified of any updates, once available, and know when the issue is resolved.

    https://community.quicken.com/discussion/7960736/ongoing-3-24-25-healthequity-cc-502-fdp-102-fi-timeout

    Thank you!

    (Ticket# 11637082/CTP-12340)

    Quicken Kristina

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  • Quicken Windows Subscription Member ✭✭

    In case this info helps the techs……..Quicken is UTD with R62.16, using Express Web Connect to connect to my account, still using Microsoft 10. I can log into HE just fine. It does ask a secondary security question which requires clicking a button - not sure when that was added, best guess within the past couple of months. While logged into HE, I tried to download and it still did not work. Backed up Q and tried to reset just HE. That did nothing except remove my login and password. No problems connecting to any other online accounts.

  • Quicken Windows Subscription Member

    My connection to Health Equity was fine until early March. Code CC-502 since then. Nothing changed at my end and all others ones update fine. I keep waiting for a fix. Any progress?

  • Moderator mod
    https://community.quicken.com/discussion/comment/20488393#Comment_20488393

    Thanks for joining this thread. Unfortunately, there is no new information to share at this moment. I can see that our teams are still investigating and working towards a resolution.

    We appreciate your continued patience and support!

    -Quicken Jasmine

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  • Quicken Windows Subscription Member ✭✭

    I have to ask…..is anyone actually working on this issue?? Or are we paying for software that only works for some items? I noticed my annual charge for QB went through on schedule.

  • Moderator mod

    Hello @VT3,

    Thank you for your continued engagement and for voicing your concerns — we completely understand your frustration.

    Yes, our development and connectivity teams are actively investigating this issue (Ticket# 11637082/CTP-12340). We know it's been ongoing far longer than anyone would like, and we sincerely apologize for the inconvenience. The complexity stems from how HealthEquity’s site is handling connections through Express Web Connect, and our teams are working closely with their technical contacts to resolve it.

    We assure you this has not been forgotten or ignored. I will post any updates in the Community Alert thread as soon as new information becomes available.

    In the meantime, please continue to report issues via Help > Report a problem in Quicken. Every report helps the investigation.

    Thank you again for your patience and understanding.

    -Quicken Jasmine

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  • Quicken Windows Subscription Member ✭✭

    Thank you for your response Quicken Jasmine!

  • Quicken Windows Subscription Member ✭✭✭

    Is this still affecting everyone else like it is me?

  • Member ✭✭✭

    I thought it cleared up. But the problem came back recently.

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