Has anyone else been unable to transition Fidelity accounts?

janeD · October 10

When asked to reauthorize and login, I get a page that says

The account selection page cannot be displayed

Quicken Anja · October 10

Thanks for reaching out. To help us better understand what’s happening, could you please provide a screenshot of the page where you see the message: “The account selection page cannot be displayed”?

If needed, please refer to this Community FAQ for instrucions on how to attach a screenshot. Alternatively, you can also drag and dop screenshots to your response if you are not given the option to add attachments.

This will help us investigate the issue more effectively.

Thank you!

janeD · October 10

after logging to the site

Quicken Anja · October 10

@janeD Thanks for providing the screenshot! Based on what you’ve shared, the issue could be related to your browser settings, VPN, antivirus software, or possibly something on Fidelity’s end.

As a first step, try pausing any browser extensions, disabling or pausing VPNs, and temporarily turning off antivirus or firewall tools that might interfere with the connection. You can also try using an alternate browser—our recommended browser is Google Chrome—and avoid privacy-focused ones like Brave or DuckDuckGo, as they can sometimes block the connection flow.

Please give that a try and let me know if the same message appears afterward.

Thank you!

NotACPA · October 10

I haven't tried to make that transition. Don't intend to try until forced.

janeD · October 11

I dont use a VPN and Chrome gave me the same message (default was Edge). I have 2 Fidelity logons, and I was able to access the Quicken page with the logon which contains dead accounts…not the logon with this NetBenefits account. I can view the Fidelity site with the account logon, but not via the Quicken link.

Quicken Anja · October 11

@janeD Thanks for the additional information. Since one of your Fidelity logins works and the other does not—and the issue is happening directly on Fidelity’s site rather than Quicken—it’s likely something on Fidelity’s end.

A couple of things to check:

Are you the primary account holder for the NetBenefits account that isn’t working? Sometimes authorized users may see restricted access, which can produce messages like the one you’re seeing.
Beyond that, this would be something to raise with Fidelity directly, as Quicken won’t be able to change access or resolve issues originating on their website.

It sounds like everything on Quicken’s side is set up correctly, so Fidelity support would be the next step to get the NetBenefits account linked successfully. When contacting Fidelity, it may also be helpful to request a supervisor or Tier 2 representative, as they tend to be more familiar with third-party connection setups like Quicken.

Thank you!

janeD · October 12

I will thank you. The account is an inherited IRA, so that may be the issue.

Quicken Anja · October 14

@janeD We’ve received similar reports from other users seeing a “service unavailable” message when attempting to reauthorize Fidelity accounts, and our teams are currently investigating this with Fidelity. A ticket has been created to track the issue (CBT-864).

Please follow this active discussion thread:

https://community.quicken.com/discussion/7966414/new-fidelity-connection-method-service-unavailable-message-edited

Thank you for your patience while we work with Fidelity to get this resolved.

janeD · October 14

After 90 minutes on with Fidelity 401 help desk there seems to be no way to connect Quicken to this beneficiary account via this Quicken link. At this point unless Quicken has another answer, I'm going to have to manual enter the quarterly transactions.

Quicken Anja · October 14

@janeD Thank you for the update and for sharing the details from your call with Fidelity. I completely understand how frustrating it is when an account, can’t be linked via Quicken and requires manual entry.

At this point, it does sound like manual entry may be the only option until Fidelity updates their connection for these types of accounts.

I know manual entry isn’t ideal, but it will at least keep your records accurate until a connection method becomes available.

Thank you again for sharing these details.

Has anyone else been unable to transition Fidelity accounts?

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