Unable to Setup/Download Credit Card Transactions from Elan Financial Services (Fidelity)

mschmidtro
mschmidtro Quicken Windows Subscription Member ✭✭
edited November 22 in Download, Add/Update Accounts (Windows)

About a week ago, I was able to successfully download Fidelity credit card transactions from Elan Financial Services. Now, my ID and password setup is missing, and any attempt to re-activate the online connectivity is met with an "Oops, were having a problem" CC-501 error for the last few days. I've read about issues some users are having with download of Fidelity Investment accounts (which I am not having), but I've seen nothing in this forum about this issue. Anyone else having this issue? Can the Quicken moderator comment on this please?

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Comments

  • Richard Schreyer
    Richard Schreyer Quicken Windows Subscription Member, Windows Beta Beta

    Have not been experiencing any problems with Elan in my daily one step update. You may want to try resetting the account under the account tab that normally fixes my hiccups with Elan.

  • mschmidtro
    mschmidtro Quicken Windows Subscription Member ✭✭

    I cannot reset an account that has is not set up for Online connectivity, which is my situation. How I lost my online connectivity is unclear. So the only option I have is to attempt to setup new Online connectivity by entering my user ID and password. After entering this information, Quicken returns the "Oops, were having a problem CC-501" message and explicitly states in the error window "We apologize for the inconvenience, but we are facing an unknown error. Do not contact Elan Financials Services for assistance. They cannot fix this problem. Please try again in a few hours. Thank you for your patience". I been patient for multiple days on this issue.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @mschmidtro,

    Thanks for reaching out!

    The CC-501 error you’re seeing occurs when Quicken is temporarily unable to connect with a financial institution. These errors are typically clear up within 24 hours. However, since you’ve already been experiencing this for several days, the next step is to contact Quicken Support directly, as they may need to review your log files and escalate the issue if needed.

    For more info, please refer to this support article.

    Thank you!

    -Quicken Anja
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  • mschmidtro
    mschmidtro Quicken Windows Subscription Member ✭✭

    Thanks Anja, I spoke to support and supposedly this is a known issue and might be solved internally later today.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @mschmidtro,

    Thanks for the update! When support mentioned this is a known issue, they were likely referring to the situation described in this Community Alert—you can follow that post for updates as the team works on a resolution.

    The reason I initially suggested contacting support is that the known issue has typically affected all online accounts, not just individual accounts like your Fidelity credit card. That said, what you’re experiencing could very well be related to this known issue. Once the known issue is marked as resolved, if you still encounter the same CC-501 error on your credit card, I’d recommend reaching back out to support so they can investigate further.

    In the meantime, some users have reported a workaround: successfully connecting their Fidelity credit card by adding it through Fidelity Investments in the Quicken financial institution list, rather than using the Elan Financial Services instance. It may be worth trying that approach while the issue is being addressed.

    Hope this helps!

    -Quicken Anja
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  • mschmidtro
    mschmidtro Quicken Windows Subscription Member ✭✭

    Hello Again Anja,

    Many thanks for the workaround suggestion to add through Fidelity Investments. This solved the issue for me just now!

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20512003#Comment_20512003

    Thanks for the update! Glad to hear that worked for you.

    -Quicken Anja
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  • chrisjj
    chrisjj Quicken Windows Other Member ✭✭

    I am getting the same issue with Elan Financial Services for my Fidelity Credit Card. Transaction downloads have stopped working - I get "Elan Financial Services is reporting connection issues. The associated accounts can't update right now. We are investigating the issue." I get the same error when I try to Reset the account. This has been going on for five days now. Would Quicken Support please ask Elan Financila Services to fix their server-side systems to allow transactions to be downloaded in Quicken again. If I can't keep track of my transactions in Quicken, I will have to cancel this credit card.

  • chrisjj
    chrisjj Quicken Windows Other Member ✭✭
    https://community.quicken.com/discussion/comment/20511880#Comment_20511880

    It obviously hasn't yet been fixed. Do you have an update? I am not inclined to go via Fidelity because I was having issues with that also a couple of weeks ago until I removed downloading the credit card via fidelity and connected directly, initially successfully via Elan.

  • chrisjj
    chrisjj Quicken Windows Other Member ✭✭

    It looks as if Elan Financial Services has fixed this just in the last few hours. I was able to download my transactions with Web Connect. It is shocking that it took so long for this to be fixed.

  • Quicken Anja
    Quicken Anja Moderator mod
    https://community.quicken.com/discussion/comment/20516889#Comment_20516889

    Thanks for the update! Glad to hear it's working for you now.

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • Bob.
    Bob. Quicken Windows Subscription Member ✭✭✭✭

    Just a note, I have had no issues downloading transactions from Fidelity Visa, but have not been able to get an online bill in either Qwin or Qmac since MARCH! Continues to today where the statement closed on Oct 17, yet no bill can be found. No matter what trick I find.

    Others? Curious to see if this is widespread.

This discussion has been closed.

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