Cannot connect to Morgan Stanley stock plan connect (error FDP-196) (2024)

Coach Natalie Administrator, Moderator admin

February 19

@RayBen, thanks for posting to the Community!

For an FDP-196 error with Morgan Stanley, it looks like the first thing you'll need to do is contact Morgan Stanley directly to have them open a ticket, and then contact us back with the ticket number so we can escalate the issue from our end. However, before moving forward with those steps, I am curious if this issue is happening on an existing account in Quicken Simplifi, or when connecting to Morgan Stanley Stock Plan for the first time.

Please let us know so we can best assist!

-Coach Natalie

ayoba Member

February 20

itsgeedee Member

February 20

Coach Kristina Moderator admin

February 20

Hello @ayoba and @itsgeedee,

Thank you for answering that question! If you haven't already done so, please reach out to the financial institution to have them open a ticket, then reach out to us with that ticket number so we can investigate on our end as well.

Thank you!

jph Member

February 22

Brads16 Member ✭

February 22

frostwick Member

February 23

User13 Member

February 23

Coach Natalie Administrator, Moderator admin

February 23

Hey everyone! For anyone receiving the FDP-196 error with Morgan Stanley Stock Plan, you first need to contact the bank directly to file a ticket with them and be sure to get the ticket number.

Once you have the ticket number from them, please contact our Support Team directly so we can file a ticket from our end: https://help.simplifimoney.com/en/articles/5077917-how-to-contact-support

Feel free to post back with your findings in case it helps other users!

-Coach Natalie

Brads16 Member ✭

February 23

Coach Kristina Moderator admin

February 25

Hello @Brads16,

When you get an error code, the purpose of that code is to indicate what kind of connection issue is being encountered. The troubleshooting steps we recommend are based on the error code you are seeing.

Thank you!

r4tn3sh Member

February 27

Jason M Member ✭

February 28

This is my only account migrating over from Mint that appears to not connect.

Care Code:FDP-196

I found some information on Reddit that suggests Simplifi is having an issue with a Stock Plan Connect account that has multiple "sub accounts" within it? In this case, I do have two, if that makes a difference.

Coach Jon Moderator admin

February 28

Hello @Jason M,

We have merged your post with this existing thread. Per our last directive on this topic:

vak15 Member ✭

February 29

dev2014 Member

February 29

Coach Jon Moderator admin

February 29

@dev2014,

Coach Jon

Jason M Member ✭

February 29

@Coach Jon - Alright, so I went through the arduous process of contacting Morgan Stanley, and surprise-surprise, they won't open a ticket.

They said that these Stock Plan accounts do not have 3rd Party Access available as a feature. I then responded that the account sync's to MINT just fine.

So, it sounds like both parties are not helpful here, but I ultimately think that Simplifi/Quicken needs to just get their software team involved to fix this problem.

1. Morgan Stanley is wrong about 3rd-party access because MINT access the data just fine (or they're smart enough to work around that aggregation API)
2. Quicken shouldn't need a ticket open with Morgan Stanley, and in fact, they won't open one for me. So, it would be best to try to figure this out on your own, knowing that Mint was capable of making it happen.

byc Member

March 1

Ratheesh Member

March 1

Coach Jon Moderator admin

March 1

Hello everyone,

This issue has been escalated and our Alert here can be followed for updates on the issue:

Thanks,

Coach Jon

steverivera60 Member

March 3

BrandonG Member ✭

March 4

Jason M Member ✭

March 5

I'm a software engineer. Natalie, thank you for staying engaged with your customers. SWEs are notorious for not listening to their customers and waiting for the house to burn down before taking action. I'd urge you to tell them this needs to get fixed based on the numbers impacted from this post alone.

I JUST signed up for Simplifi, moving from Mint. I'm happy to switch at this point and get a refund if this is the sort of service your eng team provides for an issue that is clearly a problem on the Quicken side.

I'll try to call again tomorrow, but I already mentioned the status code and the support person clearly had no idea what to do with it, even with ALL of the context I gave her.

Jason M Member ✭

March 5 edited March 5

And yes, great idea for the eng team to look into the rebranding that Morgan Stanley did a few months back.

They must have a Morgan Stanley contact that the program management team connects with.

https://developer.morganstanley.com/

Ratheesh Member

March 5

The url which is showing in simplify is https://stockplanconnect.morganstanley.com/cesreg/Home/Home.html#/homebut from Morgan Stanley side it's redirecting to https://atwork.morganstanley.com/solium/servlet/userLogin#/homeMaybe the simplifymoney app need to update the url.

Denidil Member

March 5

Nic P. Member ✭

March 10

Also a Mint migrating user and also an SDE. This issue is being handled in a terrible way by both customer support and the eng team.

You are asking the customer to be the middle man between you and the Morgan Stanley dev team to solve the issue. How is that helpful? If you already know from your engineering deep dive this is an issue with their API, why wouldn't you reach out to their dev team to push them to fix it?

On top of this, you had some kind enough customers that went out of their way to call Morgan Stanley and report a dev issue. They have been ignored, and your suggestion is to keep calling?

Also, why would the eng team at quicken need to wait for a Morgan Stanley ticket open by a customer to take action? If they refuse to listen to you, your job is to escalate with them, not tell customers to keep calling Morgan Stanley.

I have been on teams were the dynamics between customer support, eng, and customers is similar to this one. I hope management intervenes, cause this is how you lose customer trust very quickly.

mbcorne Member

March 12

I'm having the same issue, called Morgan Stanley and have been passed to 2 teams so far. I'm told that there's no ability to enable 3rd party data sharing from these accounts.

Is this a case where we're waiting for Quicken and Morgan Stanley to come to some agreement? It is clear this isn't a mutually supported feature.

Coach Natalie Administrator, Moderator admin

March 12

Hey everyone, we are still working on this issue from our end. It sounds like we were able to bypass the ticket number from Morgan Stanley (yay!), though we very much appreciate everyone who reached out and attempted to obtain that for us.

For now, everyone can follow our Alert for updates on this known issue:

Thanks!

-Coach Natalie