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Two MasterCards but won't download to each account

My wife and I each have HSBC Mastercard's. I can download my transaction to my account but when I download my wife's transactions, the data populates my account.
I have downloaded latest Canadian Patch, re-booted, created new accounts etc. Problem still occurs.
 A 40 minute call to the helpdesk (in the USA) not only cost me a few cell phone $$, they were unable to fix the problem with a "sorry, I don't know how to help"!

Comments

  • Quicken_Tyka
    Quicken_Tyka Moderator mod
    Hello ibarron,

    Sorry, to hear that support was unable to help you.

    Do these credit cards share the same account number? 

    If these credit cards both share the same account number, there isn't a way for Quicken to differentiate what card is which.

    -Quicken Tyka
    ~~~***~~~
  • ibarron
    ibarron Member ✭✭
    Thanks for the quick response. Accounts have unique numbers. 
  • Quicken_Tyka
    Quicken_Tyka Moderator mod
    Thank you for answering that for me.

    How are you updating the account?

    What connection method are you using?

    To find out, 
    • Choose the Tools menu in the upper left then select Account List.  Click Edit next to your account, then choose the Online Services tab at the top.
    Let us know!
    ~~~***~~~
  • ibarron
    ibarron Member ✭✭
    Update by opening the account through the Bank's website I have been using Quicken for a number of years. Problem only started when I downloaded 22019 Quicken Deluxe.
    Connection - Telus Fibre Optic. Windows 10.
    Thank you..
  • ibarron
    ibarron Member ✭✭
    Any update? Thank you.
  • mshiggins
    mshiggins SuperUser ✭✭✭✭✭
    From C. D. Bales:
    "Any update? Thank you".

    Try re-reading Quicken Tyka's post again, then providing the appropriate answer to "what connection method are you using?"

    Also, assuming sufficient similarity between the Canadian and U.S. versions, you can try the following.

    Create a New (test) Quicken file. Setup only the two HSBC accounts in that file, making sure to link each downloaded account to the correct Quicken account.

    If transactions for both downloads still appear in just one Quicken account, an analysis of the OFX Log file may shed some light. Go to Quicken Help > Log files. Open the OFX Log. Click the "Save as" button to create a Windows .TXT file. Open that .TXT file in Notepad and search for the text ACCTID.

    I believe ACCTID should occur in the OFX Log once for each account present in the download. If there are two occurrences of ACCTID in the Log and both are followed by the same (account) number, then the problem is originating upstream from Quicken.

    That information, coupled with the correct Quicken "Connection Method" should lead you to the actual source of the problem. 

    If your Connection Method is "Direct Connect" or "Web Connect", the source of the problem is the financial institution (and only they can correct it). 

    If your Connection Method is "Express Web Connect" then you will need to take one more step to determine the source: contact Quicken Support. Support should be able to determine whether the financial institution is sending your transaction, or whether it is Intuit's servers sending the transactions. If the data is coming from Intuit, Support will have to provide the next step.

    Quicken user since Q1999. Currently using QW2017.
    Questions? Check out the  Quicken Windows FAQ list
  • ibarron
    ibarron Member ✭✭
    Still not working!
    Suggestions above not applicable. I am not a 'newby' and used Quicken for many years and know what I'm doing. Quicken helpdesk knew less than me!
  • NotACPA
    NotACPA SuperUser, Windows Beta Beta
    @ibarron How many STATEMENTS do you get from HSBC?  1 or 2?
    Because my BarclayBank Mastercard has 2 cards issued on it (different card numbers) but we only receive a single statement (with the activity for each card separated and summed).
    BUT, it's only a single account at the bank and only a single account in Q.
    Could this also be your situation?
    Q user since DOS version 5
    Now running Quicken Windows Subscription,  Home & Business
    Retired "Certified Information Systems Auditor" & Bank Audit VP
  • ibarron
    ibarron Member ✭✭
    Hi. Two monthly statements, two totally separate accounts with individual account numbers.
  • Quicken_Tyka
    Quicken_Tyka Moderator mod
    Hello @ibarron

    Thank you for the response and the additional details. It had previously been recommended that you attempt to create a test file.

    Do recall the results of doing so? If not, I would recommend completing this test once more to be able to let us know the results.

    A test file can be created by navigating  File > New Quicken File...

    Once in the test file please attempt to add the  HSBC Mastercard accounts to this test file. Are you able to successfully download these accounts?

    Please let us know how it goes!

    -Quicken Tyka
    ~~~***~~~
  • ibarron
    ibarron Member ✭✭
    A new test file was created without success.
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