My linked checking account is not showing up on the mobile app

Tom Niccum

Hi! I have gotten all my accounts, checking, savings and investments to show up on the mobile app except for one. My fidelity brokerage checking account - which is my main spending account. It's linked in Quicken desktop to the brokerage account, which DOES show up on Q Mobile...

I poked around trying to find a setting that I was missing, but so far I'm not getting anywhere, and any advice would be welcomed.

Thanks in advance!

T

Quicken Anja

Hello @Tom Niccum,

Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this.

To better assist you, could you please tell us whether you're using Windows or Mac for your desktop program and which version release you are running?

• WIN: Help > About Quicken
• Mac: Quicken > About Quicken

Tom Niccum

Thank you for responding Anja.
WIndows, OS version 10, Home
Quicken 202, R28.18/ Build 27.1.28.18

Tom Niccum

Sorry - that's Quicken 2020 of course.

Quicken Anja

Thank you for providing the requested information.

When you go into the Mobile and Web tab on your desktop program, please check under the section titled Accounts enabled for mobile and web (see illustration below).



Is the account that's missing from the Mobile app showing in this section or is it missing from there as well?

Tom Niccum

The account is missing there as well.

To be more detailed... The brokerage account is there, but the linked checking account is not.

Quicken Anja

Thank you.

In that case, please follow the steps below.

1. Sign out of your Quicken Mobile app
2. Click on the gear icon on the top-right of that section (please refer to the illustration from my previous response)
3. Select Account Settings
4. Check off the checkbox for the account that is missing
5. Click Done
6. Wait for it to finish syncing
7. Click on the blue Sync Now button to reinitiate the sync and to make sure no errors occur
8. Wait for it to finish syncing again
9. Sign back in on your Quicken Mobile app

See if that resolves it or if there's no change, and/or if you receive any error messages or codes.

Tom Niccum

Thanks for your message. Unfortunately in step #4, the linked account does not appear in the list, so I can't complete item #4.

The brokerage account shows up, and is already selected, the linked checking account is not in the list.

I'm guessing that linked accounts are somehow "special" and perhaps aren't fully supported. They're a bit odd. I wish my checking account was treated as just a normal account - the linked part is annoying.

Quicken Anja

Thank you for the update, though that is unfortunate.

Just for clarification though so I can have a better understanding also-- Is the linked checking account part of the brokerage account making it so that when you select your brokerage account you view them both together within Quicken or does that checking account show as a separate account where you can select and view each account individually within Quicken? In other words, in your account list do you have both the checking and the brokerage as an option to click on and view or just the brokerage account?

Tom Niccum

Both accounts show in the account list. The brokerage account shows under "Investing" and the linked checking account shows under "Banking".

But the checking account lacks the on-line tab. It's some sort of dummy account that just shows the "cash" transactions fed to it from the brokerage account.

Quicken Anja

If you could, please check the account type of that checking account.

1. Right-click the checking account name in the account list
2. Choose the option Edit/Delete account

The Account Details screen should now open. What does it say the Account type is?

Tom Niccum

Account type: Checking
Screen shot attached.

Quicken Anja

Thank you for providing that.

In that case, the account should be able to sync to and show in the Quicken Mobile app fine. If you haven't already, I suggest resetting your cloud data and see if that may make a difference (see steps below).

1. Sign out of your Quicken Mobile app
2. On your desktop program go to Edit
3. Preferences
4. Mobile & Web
5. Make sure sync shows it's ON and click on Reset your cloud data 
   
6. Wait for the sync reset to finish
7. Go to the Mobile & Web tab
8. Check to see if you have the option to add the checking account now-- if so go ahead and add it 
9. Wait for it to finish syncing
10. Click on the blue Sync Now button to reinitiate the sync and to make sure no errors occur
11. Wait for it to finish syncing again
12. Sign back in on your Quicken Mobile app

Once that is done, see if the issue still persists.

Let me know how it goes!

Tom Niccum

Thanks for the help... So far, I can't get past #9. I've tried 3 times and each time, Quicken has crashed during the reset.

Quicken Anja

At this point then, if you could, please submit a problem report by going to 
Help > Report a problem and also attach these screenshots to that report as well. Doing this submits diagnostic log files directly to our Product teams. These reports are used for investigative purposes and help notify our teams when there is an issue or problem.

Additionally, I recommend reaching out to Quicken Support for further assistance as our support agents may likely require assistance internally with our Tier 2 team to have this issue successfully resolved.

I appreciate your patience and cooperation as well as allowing me to assist you with this, though I apologize that there is not much more I can do further from here within Community.