Issue with Alight Solutions Connection (2024)

Quicken Anja Moderator mod

March 2021

Hello @Pesh115,

Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this.

First, could you please provide which version of Quicken you currently have running?

• Quicken > About Quicken

To start with, pleasecheck and make sure you do not have any hidden accounts that may be connected to this financial institution.

1. Go to theAccountsmenu and chooseHide and Show Accounts
2. Uncheck any accounts with this specific financial institution that are checked as hidden inLists

After that, please follow the troubleshooting instructions below.

1. Open the account register and navigate to theSettings gearon the bottom-right corner
2. Click on theDownloadstab
3. ClickDisconnect Account(if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
   
4. Quit Quicken
5. Open Finderand navigate toApplications > Utilities > Keychain Access app
6. On the left panel in theKeychain Accessapp, set theKeychainstoLoginand theCategorytoPasswords
7. Search for the financial institution's name in the top-right search field and delete any entries found showing"Quicken passwordfor [your financial institution username]at [financial institution name]"
8. QuittheKeychain Accessapp andreopen Quicken
9. Navigate toAccounts > Newand choose the appropriate account type for the accounts that you previously deactivated
   
10. At the bottom of the window showing the list of the financial institutions, click on the "My bank is not listed"question mark icon, then clickUpdate List
11. Wait for the list to finish updating and"Updated:" displays the current date.
12. Click theShow Listbutton to continue
13. Use the search field at the top of the list to find and select your financial institution and clickContinue
14. Follow the prompts to sign in using your login credentials associated with the financial institution
15. If the accounts have been found successfully; use the dropdown menus tolinkeach account to the appropriate account in Quicken

Let us know how it goes!

Pesh115 Member ✭✭

March 2021

Here are answers to your questions:

1. I’m running Quicken Deluxe version 6.1.1 (Build 601.37924.100)

2. Confirmed, I do not have any hidden accounts connected to this financial institution.

3. There are no accounts associated with Alight Solutions in my Quicken since I was not able to “add” the account.

4. There were no references to Alight Solutions in my Keychains

5. Followed the prompts to sign in using your login credentials associated with the financial institution, but it failed again with same error “Incorrect Customer ID or Password/PIN”)

Quicken Anja Moderator mod

March 2021

@Pesh115 Thank you for the update and additional information!

To clarify; could you please tell us which account type the account you are trying to add is (checking, savings, credit card, brokerage, etc)?

Please, check back and let us know! Thank you.

Pesh115 Member ✭✭

March 2021

Quicken_Tyka Alumni ✭✭✭✭

March 2021

Hello @Pesh115

Thank you for the response and the additional details.

I would still recommend contacting support directly for help reviewing the logs.

https://www.quicken.com/support#contact-support

Quicken Care can help to locate the error in the logs to give you more information to provide the financial institution to help gain traction and get an escalation.

Thank you,

-Quicken Tyka

John_M Member ✭✭✭✭

March 2021 edited March 2021

Have you also entered your company's ID as part of your user name? Please see the attached screenshot for the explanation. Note that your company's code is not [Removed - Code]. You'll have to get that from either Alight or your benefits department.

[Edited and Replaced Screenshot to Remove Sensitive Information]

Pesh115 Member ✭✭

March 2021