MFA not working for BMO Bank of Montreal and BMO Bank of Montreal Mosaik M-C

ColinG
ColinG Quicken Canada Subscription Member, Windows Beta, Canada Beta Beta
edited October 12 in Download, Add/Update Accounts (Windows)

MFA stopped working this week. First issue was not receiving a OTP when selecting mobile phone number from the drop down. So I changed to selecting email. That worked for two days. Then the next day the email disappeared from the drop down list and my mobile number was listed twice. Neither of those worked. I deactivated all of my accounts from EWC. I attempted to add a new BMO Bank of Montreal account and a BMO Bank of Montreal Mosaik M-C account. Each time the system prompted me with the two identical mobile phone numbers in the list and no email address. Neither of the phone numbers work to generate a OTP. Something is broken in Quicken. I have not made any changes to my BMO online banking accounts or profile. EWC worked fine last week and for years prior to that. It does not work now. Please fix the issue. There is nothing I can do on my side.

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  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @ColinG,

    Thank you for letting us know you're seeing this issue. I can see the most recent Quicken Canada update, R63.22, came out at the end of June this year. Did you recall if you installed that update around the same time as this issue started?

    Since this is happening with multi-factor authentication, which is controlled by the financial institution, have you reached out to BMO about this issue?

    I look forward to your response!

    Quicken Kristina

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  • Gautam Tupil
    Gautam Tupil Quicken Windows Subscription Member ✭✭✭

    Hello @Quicken Kristina and @ColinG,

    I had exactly the same issue that I had reported earlier. I did a cloud reset and also resynced my bank accounts. Did not fix the issue. Definitely an issue with the Bank of Montreal. As far as MFA options - I get a text msg or mobile app option to authenticate. The email option has disappeared.

    For me Desktop Quicken seems to be ok and the issue is with Quicken Web and mobile.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @Gautam Tupil,

    Thank you for sharing your experience. Have you spoken with Bank of Montreal about this issue?

    I look forward to your reply!

    Quicken Kristina

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  • Gautam Tupil
    Gautam Tupil Quicken Windows Subscription Member ✭✭✭

    Hello @Quicken Kristina,

    I Just finished a long conversation with BMO regarding this issue. I was informed that the Quicken team working with BMO should escalate this issue since they are not experiencing any issues with MFA.

    BMO did verify that using email to get an MFA code was discontinued in August because of security concerns.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    Due to the nature of this issue, I recommend that you contact Quicken Support directly about this issue, as they have access to tools that 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! 

    Quicken Kristina

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