online balance in quicken does not match actual credit card balance. not even close

dk

When i update accounts the online balance on the desk top does not match the actual balance shown on credit card website. All transactions are listed in register are correct but the balance is incorrect.

Quicken Sarah

Hello @dk

Thank you for confirming the connection method being used, although I apologize that you have not yet received a follow-up response.

Please go to the Tools menu > One Step Update Summary and click the blue link directly below the name of the affected Financial Institution.

A dialogue window should open that lists each account for the financial institution with a "Online Balance as of date" - what date is listed for the account with the incorrect Online Balance?

If an incorrect date is listed, that can indicate that internally the update was unsuccessful and I would recommend resetting the account.  To do so, go to Tools > Account List and click Edit to the right of the account name.  

In the Account Details window, select the middle "Online Services" tab and click "Reset Account".

If the correct date is listed, I recommend contacting Quicken Support for additional assistance.  We will need to investigate this matter further and review the log files that details the raw data as it is being transmitted from the financial institution to determine the root cause and correct steps to resolve.

I hope this information is helpful and please let us know how it goes.

Thank you,

Sarah

RickO

Might be a silly question, but is the label on the balance at the top right actually "on-line balance" and not Today's or Projected? If so, the difference could be the credit card company including pending transactions?

dk

nope, "Online Balance", with the blurb about "as of last download on sept 16 at 2019 at 1:05 PM. Ledger balance as of 9/16/19. Todays balance and Projected balance are the same while online balance is 17K and credit card web site is pretty close to todays balance. This anomaly is reflected in all credit card accounts

RickO

Not sure what to tell you. All of mine match up. May I ask what bank the card is with and which connection method you are using?

jacobs

@dk there are often differences between what you can see on a financial institution website and what's captured in Quicken because Quicken may not yet have the latest data that you can see online. If your connection method for your credit card is Quicken Connect, that means that once a day(typically during the overnight hours), Quicken's server logs into your credit card company and downloads your latest transactions. When you tell your local copy of Quicken to download, what it's getting is the transactions this Quicken aggregation server is holding for you. So what you're seeing in Quicken at 1:05 pm today may reflect what Quicken downloaded as of 2 am last night. Further, depending how each financial institution works, the transactions they make available to Quicken may have been prepared for download at an even earlier time. Only if your connection is Direct Connect -- where your local Quicken talks directly to the bank in real-time -- should the transactions and balances be completely up-to-date. 

dk

nope. use direct connect, data is consistently wrong over the span of 2 weeks now.

Quicken Sarah

Hello @dk

Thank you for confirming the connection method being used, although I apologize that you have not yet received a follow-up response.

Please go to the Tools menu > One Step Update Summary and click the blue link directly below the name of the affected Financial Institution.

A dialogue window should open that lists each account for the financial institution with a "Online Balance as of date" - what date is listed for the account with the incorrect Online Balance?

If an incorrect date is listed, that can indicate that internally the update was unsuccessful and I would recommend resetting the account.  To do so, go to Tools > Account List and click Edit to the right of the account name.  

In the Account Details window, select the middle "Online Services" tab and click "Reset Account".

If the correct date is listed, I recommend contacting Quicken Support for additional assistance.  We will need to investigate this matter further and review the log files that details the raw data as it is being transmitted from the financial institution to determine the root cause and correct steps to resolve.

I hope this information is helpful and please let us know how it goes.

Thank you,

Sarah