Addressing Common Account Aggregation Issues

Advizr has embedded the ability to integrate account information directly into the tool using an account aggregation feature. This feature, powered by Quovo, can automatically update the users’ account information provided the user enters their login credentials.

As with all account aggregators, issues could occur connecting to accounts or with the data Advizr is receiving for these accounts. This document contains a list of the most common issues along with the best action to take to resolve each one. Below is a list of common issues. Please click on the one that best matches the issue the user is experiencing.

Account Linking Is Not Working

Cannot Locate Institution

  • If a user is experiencing difficulties locating an institution, the steps outlined below are designed to assist in linking the account.
  • Verify the institution exists among the 15,000+ institutions available searching by the institution name; this will provide a list of all results that match the name.
  • Request the website address used by the user to login to their accounts and search for the address in the account linking area (beginning with www.).

  • If the link does exists, assist the user to navigate to it by sending a screenshot of or telling them the right search term(s).

Not All Accounts Are Appearing After the Institution is Linked


  • Occasionally, different account types require different login sites. This can happen with accounts like mortgages or investment accounts when linking other bank accounts such as checking or savings. Please ask the user to verify they have chosen the correct login for the account type, even if they can see all their accounts under one login on the institution’s website. For example, Fidelity NetBenefit retirement benefits may have to be linked separately from Fidelity personal investment accounts:

  • If the user continues to experience issues linking all their accounts and has verified the correct website has been selected, please contact the Advizr support team and provide the following information.
    • Client ID (5 or 6 digit number in the URL or website address) [See screenshot below]
    • Name of institution
    • The exact description of the institution and URL selected when going through the “Add Account” process.
    • Account type(s) that are missing

*The Advizr team will coordinate with Quovo to resolve the issue.

Account is No Longer Linked

The user must login and “re-authorize” the account. Ask the user to click the “Re-authorize” button and re-enter their login credentials.

There are many possible causes for the Advizr to lose the connection to the account. Some of these causes are:

  • ■ The institution has multi-factor authentication such as a PIN or security image that must be selected each time upon logging in.
  • ■ The institution has changed their security requirements (such as new security questions or PIN).
  • ■ The user has changed their login information.

Login Credentials Are Not Working

  • This can be caused by attempting to link with the wrong website from the specific institution. Make sure the user has chosen the correct website.
  • Additionally, certain institutions may have special instructions for how to link with third parties such as Quovo. Make sure the user has followed these instructions precisely since they often contain information that they need to gather or change at their institution:

  • Occasionally the institution has changed their login procedures and Quovo will need to rebuild the connection. For these cases, please contact the Advizr support team and provide the following information.
    • Client ID (see screen shot on page 4 on where to locate)
    • Name of the institution they are trying to link
    • Website they visit in order to login to their account
    • Account type(s) they are trying to link
    • Confirmation that the user has successfully entered the exact same login credentials at their institution

*The Advizr team will coordinate with Quovo to resolve the issue.

Account Remains in “Pending” Status

  • Sometimes an account is listed as “Pending” because the most recent data from the institution is more than one business day old. We currently label these in a “Pending” status when really they are just delayed. The Pending tag usually resolves itself after 2-3 business days. Check with the user to see how long their account has been in Pending status.
  • For cases where an account is Pending for longer than 3 business days, please contact the Advizr support team and provide the following information.
    • Client ID (see screen shot on page 4 on where to locate).
    • Name of the institution they are trying to link.
    • Website they visit in order to login to their account.
    • Account type(s) they are trying to link.
    • Confirmation that the user has successfully entered the exact same login credentials at their institution.

Account Linking Is Working, But Data Is Incorrect

  • Asset Allocation of Account is Not Accurate
    • Confirm the Asset Allocation Sync has not been disabled. To confirm, click into the account to edit and then click the Advanced link. The Asset Allocation Sync should be in the “On” position.

    • With the Assistance of Morningstar, Advizr classified securities or positions that have a publicly traded ticker (symbol). Proprietary investments (i.e., certain funds held in 401ks and many 529 plans) are not publicly traded so Advizr is not able to determine their classification. These investments will display as 100% cash or unknown and will need to be manually classified.
    • Please note, institutions may classify certain securities differently, so there maybe small differences in an account asset allocation when compared to Advizr.
    • If the Asset Allocation of a publicly traded security is vastly different, please contact the Advizr support team and provide the following information. ■ Client ID (see screen shot on page 4 on where to locate) ■ Name of the account in question ■ Any additional information regarding the account’s positions and values.
  • Transactions Are Missing
    • This can be caused by the user or advisor turning off the “sync” on transactions. To check that this is not the case, navigate to the Accounts page, click on the account(s) in question, open the Show Advanced section, and verify that the “Sync Transactions” button is on (bright blue).
    • If the Sync Transactions button is in the On position and transactions are still not appearing, please contact the Advizr support team and provide the following information:
      • Client ID (see screen shot on page 4 on where to locate).
      • Name of account(s) that is missing transactions.
      • Date range(s) of missing transactions.
      • If possible, an example or two of transactions that should be appearing.
  • Transactions Are Not Categorized or Not Appearing in the Correct Category
    • Quovo will place each transaction into a certain category based on the information it can retrieve on the specific transaction from each website. This information can be adjusted under the Transactions page by clicking on the dropdown and selecting the correct category.


*Please note if Expenses are estimated based on the users’ transactions history, Advizr will map the Transaction categories to an Expense category in the tool. Please reach out to the Advizr support team with any questions.

  • Account Balance is Not Correct
    • This can be caused by the user or advisor turning off the “sync” on the account balance or manually overriding the imported account balance. To check that this is not the case, navigate to the Accounts page, click on the account(s) in question, open the Show Advanced section, and verify that the “Sync Account Value” button is on (bright blue).

    • If the Account Value Sync has been enabled for at least 2 business days and the account balance is still not correct, please contact the Advizr support team with the following information:
      • Client ID (see screen shot on page 4 on where to locate)
      • Name of account(s) with incorrect value(s)
      • Account type(s)

 

 

1598-OAS-6/18/2020