Website claims Solo Fidfolio enrollment problem. iOS apps do not.
Summary of User’s Issue and Solutions Discussed:
- Main Problem: The user, Hanuman, experienced a discrepancy between the web portal and iOS app regarding their Fidfolio enrollment status, with the web claiming payment issues and disabling access despite successful payments being made.
- Solution Provided: Fidelity support suggested reaching out through other available methods for assistance, specifically mentioning phone support for technical issues.
- Additional Troubleshooting: They recommended clearing the browser’s cache and cookies and reloading the website to potentially resolve the issue.
- Resolution Update: Hanuman later confirmed that customer service identified a backend issue that led to the enrollment status misreporting, which was resolved quickly.
Here’s the full thread
I’ve noticed something weird going on with my Fidfolio enrollment on the website.
I have enrolled for Solo Fidfolio and provided credit card info in mid-July after the 30 day trial expired and everything has been going swimmingly. I noticed something weird today when logging into the website vs the experience in the iOS app. Specifically, the web portal is claiming that there is some kind of problem with my payment and disabled Fidfolio access:
“You aren’t enrolled in Fidelity Solo FidFoliosSM
Your Fidelity Solo FidFoliosSM enrollment was canceled because we were unable to process your payment.”
I have verified that the $4.99 payment was authorized back in mid-July without any issue and the enrollment renewal is not due until mid-August.
The strange part…. The iOS app is completely fine and claims I am enrolled and up to date on payment with no payment due until mid-August and lets me work with my baskets and trade without any problem. As such I can still work with my Fidfolio just fine if I stick to the apps, but the web interface is currently nerfed for managing my Fidfolios.
Any idea what is going on? Seems to be an issue with the website.
Hi @Hanuman, thank you for sharing your experience here with us.
This is definitely something we want to look further into with you, but unfortunately, we won’t be able to get too far here on Discord. Please reach out to us via the other available methods so we can status your enrollment and see if we can decipher what’s going on. You can also contact us by phone and say “Technical Support” to receive assistance from our Electronic Channel Support team. 🟢
Contact Us: https://www.fidelity.com/customer-service/contact-us
Sure. Thanks. I’ll do that. I thought it might have been some general website issue.
I hear you. We haven’t received widespread reports of this, so it sounds like a one-off sitaution. You may try clearing your browser’s cache and cookies then reloading our website to see if that does the trick.
As a follow up, customer service found something was stalled in the back-end for my account and causing the Fidfolio enrollment status misreporting in the web interface. They resolved it relatively quickly 👍
I’m glad to hear it was a quick fix! Let us know if anything else comes up. 🟢