Problems adding Umpqua Bank

[totallyotherthan]

I've used Mint for several months now but am not able to make much use of it as I cannot add my checking or savings from my main bank, Umpqua.

Every time I try to add Umpqua Bank, it tells me I must have a wrong user name or password. I've done this several times and triple-checked that my login information is correct.

I'm working on a Mac with a Safari browser and tried to add the account on the Accounts page.

Thanks for the help!

[chrisbreslin]

So frustrating. I have the same problem. So far I have not received a response form Mint. Hopefully it will come soon!

[snowhustler]

Just joined today. Anyluck with Umpqua? I can't even find it in the bank search.

[jbird707]

Yep, I'm reporting the same problem. I sent in a support ticket a few days back, no response other than check this forum. Great application, but it's a bit of a deal breaker if I can't connect my checking account!!

[Stephen]

Hi Umpqua Bank Minters,

We are seeing successful add rates for Umpqua Bank so it is very difficult to tell why you are having problems. If there was zero percent success it would be easily identifiable. Please make sure your challenge questions and answers are entered exactly in the order as they appear on the Umpqua site. You may need to reach out to their customer service team to confirm the order. Please let us know if you are successful after doing this. Thanks for letting us know and thanks for using Mint!

[zeropdx]

Umpqua Bank is slowly upgrading its customers' online banking, and there are new sets of password questions and answers. I hope to be able to use Mint again, but I was just upgraded so I can't!

[jstephen37]

A few months ago, I had the same problem. I found that the secret was to make sure you answered the security questions in Mint in the exact same order as they were entered on the umpquabank.com online banking site. That worked for me.

However, just last week Umpqua Bank changed its online banking platform, and there's an entirely new set of security questions. I cannot update my Umpqua Bank account in Mint because Mint still shows all the old security questions.

Mint: can you please update your system to reflect Umpqua Bank's new online banking platform?

[Aysa]

Hi,

Thank you for your posts. We will investigate this issue and get this addressed asap. Please keep an eye on this thread for updates.

Thanks for your patience.

[rachelann]

I'm having the same problem with my umpqua banking. the questions don't coincide with the new system.

I sent a help request and they asked me to send an html attachment of the page with the questions. hopefully that means they'll be fixing it soon. anyone else have to do this and has it helped?

[adamcox]

don't know if it does any goood, but my only bank is umpqua and as far as I can tell the questions don't match the ones on the site(umpqua).
so, until that comes up... Mint is DOA for me

[paige789]

Since Umpqua Bank updating their system and changed their challenge questions, Mint.com is not really useful to me. I agree with the other posts that the challenge questions are from the old Umpqua security system. I sent Mint support an email on March 1st with no response... I'm guessing that this issue is partially with Umpqua too?

All I know is please fix it! I've grown pretty dependent on mint.com to simplify my expenses and I don't want to lose what I've built. I also remember that mint.com can only go back for so many weeks in old transactions so I hope this issue doesn't last too long and leave a gap in my transactions for 2009.

Thanks!

[Len]

Hi Minters,

We are aware of this issue and we are actively addressing this now.

Please keep an eye on our forums at forums.mint.com, then go to Mint Announcements for regular updates of the issue/s.

Our apologies for the inconvenience.

[judesays]

I've contacted customer service both at Mint and at Umpqua and they both blame the other.

Mint needs to update the security questions for the Umpqua login interface. The questions they have are for Umpqua's old system, and have all been changed.

Mint.com is not a very useful tool without this information. Please fix asap.

[Len]

I've contacted customer service both at Mint and at Umpqua and they both blame the other.

Mint needs to update the security questions for the Umpqua login interface. The questions they have are for Umpqua's old system, and have all been changed.

Mint.com is not a very useful tool without this information. Please fix asap.

We have already file this issue to our providers. We will update you once we hear back from our providers.

We apologize for any inconvenience.

[Buck]

Umpqua is now working!

Huzzah!

edit: spoke too soon. It's not working, exactly, but it's asking all the right questions. I'm sure it will work soon!

[paige789]

Yep. Looks like the questions are now correct, but it still isn't syncing. It has been about a month now. I just hope when it kicks in, it will pull all the data it has missed.

I know Mint is working on this and keep checking the forum announcements page. One of these days!

[deckin8r]

I am having the same issue. The questions now appear to be correct but it cannot login. I talked with Umpqua and apparently they toss out two of the six questions you initially fill out so they actually only keep four on file. That may have something to do with the problems everyone is having. Also, I reset my questions online with Umpqua and noticed that they also ask for my birthdate. Perhaps this is also neccesary on Mint's side?

Please resolve this asap, I love Mint!

[Aysa]

Hi Minters,

We have an open bug with Umpqua Bank and we are closely monitoring this. We will post here if we have something to share. If anyone of you has discovered some workaround, kindly share to others here, who are waiting for the updates.

Thank you!

[deckin8r]

Thank you for your response Aysa. What does an "open bug" mean? Does that mean your provider is actively working on a solution, or does it mean you are passively waiting for a solution to happen or a user to figure out a work-around?

For my part, I have also tried setting up a family member account in hopes of using that to log in, but it asks the same set of questions and I get the same error on Mint when trying to login with that family members user id and password. So, no work-around there unfortunately.

Thanks again for your reply!

[worship leader]

When I click on Add and then search for umpqua, I then click on umpqua and there is no form. I have an "Add it" and "Back" buttons. I click "Add It" and then a message comes up that says I didn't fill out the form. What form? I am tried with both Firefox and Safari on my Mac. Any thoughts.

[Len]

Hi Minters,

Our Engineering team is still working on this issue. We'll post an update here, please do keep an eye.

My apologies for the inconvenience.

[PDX Budgeter]

(Just to be clear, I don't work for Mint.com or Umpqua Bank. I am an Umpqua customer.)

I contacted Umpqua Bank using the messaging system on their web site. It sounds like they are not interested in working with Mint.com. Here's part of their reply:

Any bank concerned about information security does not divulge the details of what is required to login to any non affiliated third party. In fact, Mint.coms inability to successfully access our site using the personal login information you provided, helps to demonstrate the success of our security. If it was a fraudster who had the same information you gave Mint.com, you'd be glad.

They also said they may add their own budgeting features:

One of the reasons for our new online banking system is it better positions us for additional services in the future. We have just scratched the surface by adding categories and memos to transactions. The features roadmap also includes charts and budgeting, and perhaps aggregation if we can find a provider with a satisfactory level of service for our customers. Aggregation is definitely a useful service as long as users have appropriate expectations.

This is very disappointing as Umpqua's budgeting features today are quite weak compared to Mint.com. And who knows how long it will be before these features are implemented, or if they will be any good.

My fingers are still crossed that Mint.com will be able to work this out.

[deckin8r]

I am not sure how they can secure their site against Mint unless they actively block access from their IP addresses, but why? I see that Umpqua has dropped their affiliation with Yodalee for provided some account aggregating services (which honestly didn't work that well) so why not let Mint provide the service for you?

I hope Mint can find a way!

[PDX Budgeter]

Things may be improving.

Today I received a follow up message from Umpqua Online Banking customer service. They do think that Mint.com will eventually work with Umpqua.

The Umpqua representative told me that they "feel strongly about the fact that Mint will make Umpqua Bank available again once they have worked out the bugs on their end" and that they hope Mint can expedite the fix that is needed.

It sounds like they will allow Mint to work with Umpqua's system! My sense is that if Mint can do it, Umpqua is not going to stop them.

[deckin8r]

That's good news! I was just in a branch today looking at their motto "The Worlds Greatest Bank" and wondering how they would apply it to this situation.

Still waiting and hopefull!

[brad2k]

World's greatest bank indeed. :confused:

I absolutely detest their new online system. I appreciate wanting to protect our privacy and all, but there's a point where protection becomes intrusive.

I'm hoping Mint will find a way to work with them, but no luck yet.

[deckin8r]

Tried again this morning, still not fixed.

[rayzor@rf3labs.com]

still unable to add bank of america. no reply from support, not even on this forum. i was able to successfully add my banks, all of them, with no issues at quickenonline.com. they have much better support and better integration with other bank.

bank of america is a big bank, i don't know why i'm having this problem.

[Buck]

Happy to report that Umpqua is working correctly!

[rmiller4877]

I am having the same problem with Busey Bank of Illinois. I have sent Mint the requested information (twice) including the challenge questions Busey uses (this seems to be the hang up). It has been a total of four weeks since my first contact with Mint. No joy yet!

[deckin8r]

Umpqua is up and running! Thank You Mint!

(Those posting about other banks on this thread may want to start a thread just for your bank, as Mint may ignore this thread now that they have Umpqua Bank working.)

[paige789]

Umpqua is still not working for me...not sure how you guys did it. I just deleted my account access and tried to add umqpua again and I couldn't even get the Q&A section to show up to fill in.

Also, I emailed Umpqua too and here is what they said:

"Umpqua Bank has no relationship with Mint.com or any off-the-shelf or internet software except a limited partnership with Intuit which is why we post instructions to help customers with change. Our agreement with Intuit covers how we make information available with an OFX server that allows the client to connect directly to us and not via screen scraping or other indirect techniques. We also working similarly with Microsoft.

The problems you experience are part of the reason we discontinued providing an aggregation service on one of our online sites. Any time any of your aggregated relationships change one part of the login at their site, your aggregation breaks. This includes sites that prompt you to change your password periodically, accept a new disclosure, or even blocks the range of ip addresses aggregators use to access sites. It's no surprise that most banks would rather you access their website than a third party and could be taking steps to make it difficult. We are not at this time.

Since Mint.com operates as an independent software provider, they are responsible for assuring the service they provide. With a high number of startup aggregator services in the past two years, there is no way a bank could know who to notify even they wanted to.

Any bank concerned about information security does not divulge the details of what is required to login to any non-affiliated third party. In fact, Mint.com's inability to successfully access our site using the personal login information you provided, helps to demonstrate the success of our security. If it was a fraudster who had the same information you gave Mint.com, you'd be glad.

One of the reasons for our new online banking system is it better positions us for additional services in the future. We've just scratched the surface by adding categories and memo's to transactions. The features roadmap also includes charts and budgeting, and perhaps aggregation if we can find a provider with a satisfactory level of service for our customers. Aggregation is definitely a useful service as long as users have appropriate expectations.

Thank you for taking the time to let us know your preferences for banking online."

WHAT a PAIN!

[PDX Budgeter]

paige789, that's the same standard reply they sent me.

Mint.com is now working with my Umpqua account! Thanks to whoever got this done!

Hopefully everyone's account will be working soon.

[brad2k]

Mine's working as well. Thanks, Mint!

[paige789]

How are you guys getting it to work? I keep trying to add my account and I just get a blank screen where the login fields should be. I've attached a picture of what I'm getting:

http://forums.mint.com/attachment.php?attachmentid=182&stc=1&d=1240079060

I guess I'll just keep trying!

[paige789]

It is working now. Thank you so very much Mint!! You guys are fabulous!

[btarlow]

Hi, I just found this thread. My Umpqua checking account loaded initially but now it hasn't worked in 6 weeks! I've spend 45 minutes on this already and got the account to work with a Mint competitor.
I've seen a number of comments about things not working, but then working again. Is this just spontaneous? Any reason to the madness? All my other accounts work great, but this is a key one.
Thanks for any suggestions