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sign on issue

Meema

How is it that I can receive an email on 6/15/20 that my account will renew on 7/15/20 and 8 hours later I receive another email that my ID/email has changed and to contact support if I did not request this, which I did not????? Questions: 1. Should I be concerned about security??? 2. How do I sign onto my account???my email is not recognized. I have tried every suggestion here and nothing. BTW, I have the latest version, I try to stay off the cloud but I down load from my bank; and I am a 40 year Q user!!! Any clue as to what is happening?

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Sherlock

I suggest you contact Quicken Support. If you haven't already, you may want to review: https://www.quicken.com/support/quicken-support-options

Sherlock

Meema said:

Thank you Sherlock. It seems that chat 24/7 does not work on weekends???

The current hours are documented at: https://community.quicken.com/discussion/7871754/fyi-quicken-support-hours-of-operation#latest

All comments

Sherlock

I suggest you contact Quicken Support. If you haven't already, you may want to review: https://www.quicken.com/support/quicken-support-options

Meema

Thank you Sherlock. It seems that chat 24/7 does not work on weekends???

Quicken Francisco

Hello @Meema

Thank you for reaching out on the community and telling us about your issue. Chat does not work 24/7 but they are available every day of the week from 5:00 am to 5:00pm PDT. As Sherlock said I do recommend contacting support so they can assist you in getting signed back in. I'll also list you our phone hours below in case you would like to call.

Thanks,

Quicken Francisco

Quicken Phone Support Current Hours of Operation:

Monday through Friday

5:00 am to 5:00 pm PDT

Sherlock

Quicken Francisco said:

Hello @Meema

Thank you for reaching out on the community and telling us about your issue. Chat does not work 24/7 but they are available every day of the week from 5:00 am to 5:00pm PDT. As Sherlock said I do recommend contacting support so they can assist you in getting signed back in. I'll also list you our phone hours below in case you would like to call.

Thanks,

Quicken Francisco
Quicken Phone Support Current Hours of Operation:
Monday through Friday

5:00 am to 5:00 pm PDT

If chat is not going to be supported 24/7, please have someone update the support page.

Image: https://us.v-cdn.net/6031128/uploads/editor/kc/n0xh3462c8kz.png

Meema

Thank you Francisco
Chat indeed may be working but how do you get there if the selections (links) go nowhere???

Contact Support ✖
Select an issue to chat:
Customer Service
Getting Started
Online Banking
Using Quicken
Investments

UKR

@Meema

after clicking on one of the above selections, a separate browser window should start, sending you to the chat domain, apps.mypurecloud.com

Your browser must allow popups from https://www.quicken.com

In your case, you might be better off waiting for Monday and calling Support on the phone.

Quicken Francisco

@Sherlock

Thank's for pointing it out! I forgot to include that the hours are different from the article due to coronavirus but weren't updated in the article . I have sent in a request to get it updated with our current hours.

@Meema

If you click on the link listed here it should take you to the talk to support button. From here it should give you a small popup like this one below.

Image: https://us.v-cdn.net/6031128/uploads/editor/s1/86mv7013cjdk.png

You'll then be able to chat with support by clicking chat now.

If you do have issues with getting this window open here's also an FAQ on reasons why it may not be opening.
https://community.quicken.com/discussion/7870684/faq-why-wont-chat-open#latest

Going on what UKR said the situation would be easier to explain over the phone rather than over chat as you can clarify exactly what's happens a bit easier.

Whichever way you do choose let us know how it goes!

Thanks
Quicken Francisco

Sherlock

Meema said:

Thank you Sherlock. It seems that chat 24/7 does not work on weekends???

The current hours are documented at: https://community.quicken.com/discussion/7871754/fyi-quicken-support-hours-of-operation#latest

Meema

Many thanks to the 3 of you for making this Sunday afternoon calmer for me! As suggested X3, I will call support tomorrow to hopefully resolve this issue. 🌼

thecreator

Hi @"Meema ,

See this FAQ: https://community.quicken.com/discussion/7307115/add-your-quicken-information-to-your-posts-plus-how-you-are-connected-to-the-internet

For Premier or Higher Editions of Quicken, go to https://www.quicken.com/ and hover the mouse over Sign In and click My Account. Sign in and look on the top right side for the Premium Support Telephone Number. Works during normal Business Hours.

Meema

RESOLVED today at quicken support! Many thanks for your support here.

thecreator

Hi @Meema ,

What was the solution to your problem?

Meema

Not really clear. Seems that my user name was mysteriously replaced with my alternative email address that was only fixable at Q support. Btw - short wait time and only 35 minutes to resolve.