Unable to retrieve Fidelity NetBenefits transactions

[Vandring]

For some reason, FM stopped retrieving NetBenefits transactions in June 2023. I have changed nothing in the configuration, and transactions were retrieved prior to this. I validated login and account number. It doesn't help.

Any idea what is going wrong?

[Mark]

Hi Vandring,

Are you maybe using Windows 7? You need to be on Windows 10 or 11 to have the necessary support for talking to Fidelity's OFX server via the HTTPS protocol they use.

If this isn't the issue, what is the error message you receive exactly?

[Vandring]

I'm on Windows 11. I don't get an error message. Just an empty preview transaction list. I even went back to Jan 1 and unclicked "Skip transactions..." to see if it would pull the transactions already registered. It didn't return those either.

[Mark]

Hi Vandring,

What if you retrieve just this one account, and then look at the logs under "Help / Logs / Transaction Retrieve". There is both a raw and more human readable parsed version. Do you see any of your transactions? If you'd like, you can email me these logs, and I'll take a look to see if I can spot anything.

Also, what if you erase the account number, and then retrieve? Do you get prompted with a list of account numbers? Do you see yours there?

[Vandring]

I am already retrieving just this one account. I find the logs, and the transactions are in the logs. Where can I send the logs encrypted?

[Mark]

Hi Vandring,

The reason I mention doing the experiment of erasing the account number, and then retrieving is to verify your account number is entered correctly. Maybe something changed...

I've just now emailed you some instructions on how you can send us the logs.