Elan Credit Card Completely broken (AGAIN)

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30 Sep, 2023 03:27 PM

The problems between Elan and Plaid continue to frustrate, but now it is broken to the point that I cannot even log in to my account. This has been going on for over a week now. Formerly, I could log in, but had to do it each time that I used Moneydance+ and I also had to answer a security question every time that I logged in. I tried deleting Elan and trying to reestablish, but I cannot log in.

  1. 1 Posted by tiptonbob on 30 Sep, 2023 03:41 PM

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    I spoke to Elan Technical Service today and was informed that their website is being updated and several programs have been "disconnected" during the process. Included was Plaid, Quicken, and Quickbooks. I don't know whether or not Plaid is in the same camp as Quicken, but they are working to fix the issues. Hopefully they can fix this issue with Plaid at the same time. "Unfortunately, there is no way to know how long it will be before the issues are corrected." Oh well, business as usual.

  2. 2 Posted by avp2 on 01 Oct, 2023 08:13 PM

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    Yeah, appears to be related to new multi-factor authentication at Elan. I put in a request for Elan to disable MF for me until they can get a fix. I had to logon to Elan website directly, download and import. I did not check yet, but will have to see if my local bank also lost its website link to my card account at Elan - the card is provided by Elan for the bank's customers. UPDATE: my bank can still link to its Elan provided card - though it might need a MF email or SMS number each time I logon. Unfortunately, you can see card transactions but not download them, direct or otherwise.

  3. 3 Posted by robert.l.spauld... on 01 Oct, 2023 10:30 PM

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    Would be great if we could see if Plaid (moneydance+) knows about the issues. Quicken allows us to report a problem and check the status. I've about lost my mind attempting to get any info on plaid or to see if this is a known issue. These types of issues occur and I can deal with that if I know it's being handled.

  4. 4 Posted by tiptonbob on 01 Oct, 2023 10:36 PM

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    Plaid has never been able to work out any problems with Elan. I’ve been struggling with it for over a year with no solution. Moneydance has tried to help, but I think the people at Elan are just inept. I’m about ready to just bail on them. They offer the best rebate, but I can’t stand the grief.

  5. 5 Posted by tiptonbob on 01 Oct, 2023 10:38 PM

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    This comment was split into a new private discussion: Elan Credit Card Completely broken (AGAIN)

    @Maddie Anything new on this?

  6. 6 Posted by robert.l.spauld... on 04 Oct, 2023 12:22 PM

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    On 09/30/2023 at 2:37 PM the following message was sent:
    When can we expect site updates to be completed? This has broken connections to Quicken and Moneydance (Plaid)

    Thank you for contacting Cardmember Service via our website about your Fidelity RewardsÂ:registered: Visa SignatureÂ:registered: account ending in 5611.

    We apologize for any inconvenience or frustration this matter has caused. We are aware of technical issues in connecting accounts to services such as Quicken. We are currently working to resolve these issues, but do not have an estimated time of resolution.

    For future assistance, we recommend that you access your account online using your Personal ID and Password at fidelityrewards.com/login or fidelity.com. You may also contact our 24-Hour Cardmember Service department at 888-551-5144, and a representative will be happy to assist you (we accept relay calls).

    If you have further questions or concerns about your account, please contact us again.


    Sherre H.
    Cardmember Service Advisor

  7. 7 Posted by jandjdean on 05 Oct, 2023 06:27 PM

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    FWIW: Fidelity Credit Card access nows works again in Quicken using Fidelity Rewards Credit Card for account setup and not Elan Credit Card Access. In Moneydance+ we know that Elan Financial doesn't work anymore but there is no other option for Fidelity Credit Card. It appears that Plaid needs to get their act together.

  8. 8 Posted by tiptonbob on 05 Oct, 2023 07:06 PM

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    It's hard to believe that Plaid has no working relationship with the 4th largest investment institution in the world. I wonder why I can download my Fidelity accounts (not through Plaid) but I can't download from Fidelity Rewards.

  9. 9 Posted by dtd on 05 Oct, 2023 11:33 PM

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    The answer is not that Plaid doesn't want a working relationship, it's possible the 4th largest investment institution doesn't want to work with Plaid, but maybe with a more "select" set of aggregators - like Quicken and such.

    That's what happened with Moneydance, who tried to be an aggregator, and was turned down by the new downloading foundation.

  10. 10 Posted by tiptonbob on 06 Oct, 2023 01:35 PM

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    @dtd I’m sure that you are right and this is Fidelity’s fault. I questioned them and got a long response without any information or solutions. Elan is another matter, I think. We can download from Chase, Synchrony, and others, but Plaid and Elan can’t seem to connect. 2FA being forced on us is not the answer, either.

  11. 11 Posted by Roger Rice on 26 Oct, 2023 09:39 PM

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    Any update?
    It has been one thing after another with Elan and Moneydance.
    I've spent so many hours trying to make this work.
    The latest is that it says invalid credentials through plaid when i've verfied a dozen times that the credentials are accurate and work for my own sign in to the website.

    I really don't understand how this can be broken for years and it is never fixed. It isn't brain surgery complex is it?

  12. 12 Posted by robert.l.spauld... on 26 Oct, 2023 10:26 PM

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    I can't believe Plaid is doing an IPO, with all of their history, and not playing well with others. Guess there is no justice in the world. Software as a service has never been about the end users, it's just so developers can guarantee a revenue stream without actually providing customer service. The only recourse is to not use them, but that is not an option currently.

  13. 13 Posted by avp2 on 26 Oct, 2023 11:30 PM

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    Worked for a long time for me. But, I have now switched to a non-Elan credit card. Lots of alternatives so why worry.

  14. 14 Posted by dtd on 27 Oct, 2023 12:29 AM

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    I've seen this with MD+....

    Most work.

    But Kohl's CC worked for about 2 months, then forever (1.5 years) since,
    MD+ says "we are working to make Kohl's work" --- uh huh, uh huh, (nods head no)

    And a BIGGIE for me is ICCU (Idaho Credit Union) ... it worked perfectly, then I added a new account, and "disconnected" (big mistake) suddenly could not reconnect - something about invalid credentials. I went through tons of manipulations, most to no avail, then "boom" it worked again.

    So yes MD+/Plaid is problematic at times. For me most everything works (except yes, I'm in Amex renew your credentials twice a week hell), so it's a 3* review on 5* for me.

  15. Support Staff 15 Posted by Maddy on 27 Oct, 2023 12:43 PM

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    I believe Kohl's credit card no longer support Plaid connections, and that it was replaced by a new card issued by and managed by Capital One (which is supported via Moneydance +).

    Idaho Central Credit Union was returning an INSTITUTION_ERROR last week but this should hopefully be fixed now.

    As for Amex, you could navigate to the bank's website to check that your accounts do not require a on-time authorization password for each connection attempt, for instance.
    This might interfere with the way Plaid operate and prevent them from being able to acquire your data

    Finally, if you have a firewall, VPN, antivirus software or any other software that might be blocking Moneydance's access to the internet, you could try disabling it while linking with Moneydance +.

    Maddy, Infinite Kind Support

  16. 16 Posted by tiptonbob on 27 Oct, 2023 06:39 PM

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    Still nothing on Elan, huh?

    From: Maddy [mailto:[email blocked]]
    Sent: Friday, October 27, 2023 7:43 AM
    To: [email blocked]
    Subject: Re: Elan Credit Card Completely broken (AGAIN) [Online Banking

  17. Support Staff 17 Posted by Maddy on 31 Oct, 2023 10:32 AM

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    In their latest update Plaid support stated:

    'Thanks for reaching out to Plaid Support! I've taken a look at the Item and was able to identify an issue with ELAN CardMember Service - Credit Card Account Access's integration that is preventing our system from successfully syncing Items at this time.

    I've escalated this to our Engineering team for tracking purposes and we have prioritized this issue based on our evaluation of the user impact and its severity. Typically, these issues take a few months for our team to resolve. We’re currently unable to give an exact fix date for this issue, however I've set this ticket to on-hold so you will be updated once this issue is resolved or we have a more exact ETA — whichever comes first.

    Please feel free to reach out in the meantime if you have any questions. We apologize for any inconvenience this may cause and appreciate your understanding.

    Plaid Support'

    Maddy, Infinite Kind Support

  18. 18 Posted by robert.l.spauld... on 31 Oct, 2023 11:06 PM

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    Thank you for contacting Cardmember Service via our website about your Fidelity RewardsÂ:registered: Visa SignatureÂ:registered: account ending in XXXX.

    We understand you would like your account linked to a third party. For security purposes we are unable to link your account to a third-party vendor. We apologize for any inconvenience that this matter may have caused you.

    For future assistance, we recommend that you access your account online using your Personal ID and Password at fidelityrewards.com/login or fidelity.com. You may also contact our 24-Hour Cardmember Service department at 888-551-5144, and a representative will be happy to assist you (we accept relay calls).

    If you have further questions or concerns about your account, please contact us again.


    Christina C.
    Cardmember Service Advisor

  19. 19 Posted by roc.texas on 27 Nov, 2023 06:39 PM

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    Same exact problem with Plaid and Elan for me. Plaid returns error that my credentials are invalid even though I can use the same creds and log in via the web portal. Hoping this will be fixed soon!

  20. 20 Posted by dtd on 27 Nov, 2023 07:31 PM

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    If it's fixed, it won't be Moneydance fixing it. ELAN and Plaid have to work out a working relationship, or similary given one other message, so do Fidelity and Plaid.

    As one other person stated, they've been arguing about the relationship for quite some time.

  21. 21 Posted by tiptonbob on 13 Jan, 2024 04:01 PM

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    I was able to connect to Elan through Moneydance+ today. I haven't downloaded any transactions as yet, since I am up-to-date. Hopefully, this is the end of the frustrations with this connection.

  22. 22 Posted by avp2 on 13 Jan, 2024 04:25 PM

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    I was able to authenticate with the Elan servers. The PLAID interface now emails a two factor code if you check “maybe later” to the phone prompt. However, I was not able to download my VISA card transactions. PLAID’s system said “Your credentials are correct, but no compatible accounts were found."

  23. 23 Posted by tiptonbob on 13 Jan, 2024 04:35 PM

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    @apv2 Did you go back into Money dance and associate your account with the Plaid account? Go to Online>Set up Moneydance+ and Refresh. MD will ask you to associate an account with Elan. When I chose my Fidelity Visa account, MD did not fill in the blank, but it did associate it. Closing the setup window and reopening it will confirm this. I hope this helps

  24. 24 Posted by tiptonbob on 13 Jan, 2024 04:38 PM

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    I just tried a download and got a message asking how many transactions I wanted to download. I chose from the first of the year and they did download.

  25. 25 Posted by avp2 on 13 Jan, 2024 07:39 PM

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    Thanks for tip. I had not clicked “manage”, going straight to "connect accounts”. I tried clicking the “manage” button though - a busy spinner pops up for a bit, but nothing else happens. The “connect accounts” button still brings up the normal PLAID website logon/setup screens, but when I get to Elan, the the response is now “connectivity down”.

    I had put in a message on Elan’s webpage system describing what I saw earlier so maybe they are working on it.

  26. 26 Posted by avp2 on 14 Jan, 2024 05:01 PM

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    The PLAID logon for Elan was working again this morning - interestingly, it did not require another 2F code via email, they must have dropped a cookie in my browser yesterday. It still did not work for me, however. I had my Elan account selected when I clicked "setup online banking". I clicked "refresh" in the setup window, which did not change anything. I entered my credentials in the PLAID browser window/site and got the "no compatible accounts" screen (attached) again.

  27. 27 Posted by tiptonbob on 15 Jan, 2024 12:52 AM

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    @avp2 When you select Online>Set up Moneydance+, what do you see under ELAN CardMember Service - Credit Card Access?

    I see xxxx (last 4 af account number) a credit card icon, and Fidelity VISA. It also shows Connected in the oval beside ELAN, etc.

    AFAIK mine is still working tonight. There are no transactions to download, but it attempts and tells me that there are none.

    I hope you get it worked out.

  28. 28 Posted by avp2 on 15 Jan, 2024 05:48 PM

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    My MB/Elan VISA does not show in the MD PLAID setup window with the other PLAID setup accounts. This seems like it might be a PLAID problem, as MB's website uses the same logon protocol I see logging into Elan directly to show card transactions - treating the card like an external account. Unfortunately, MB does not allow external account transactions to be downloaded in any manner - logging into Elan is, currently, my only way to get them. My workaround is to use the VISA card of another bank.

  29. 29 Posted by tiptonbob on 15 Jan, 2024 07:44 PM

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    @avp2 l logged on to Elan directly through the Online setup. I did not go through my bank at all.

  30. Support Staff 30 Posted by Maddy on 16 Jan, 2024 09:35 AM

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    Unfortunately there seems to be an ongoing issue with ELAN CardMember Service - Credit Card Account Access returning the INVALID_CREDENTIALS or
    NO_ACCOUNTS error codes, so we have re-escalated the case to Plaid support asking for an update.
    We will post on this thread as soon as they'll respond.

    Thank you for your patience while Plaid are working to fix the issue.

    Maddy, Infinite Kind Support

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