After running One Step Update, I lose my Credit Card account.

grobinson9

This happens when I run One Step Update and on top of the update screen, it says data is being sync to our improved cloud services. It don't show any errors of the update, however, my Credit Card Account has disappeared in the Accounts Bar. I have to do a restore to get back my account. This has been happening over 3 weeks now and not sure how to fix it. My Credit Card Account (Capital One) is not attached to the One Step Update, so not sure why it keeps disappearing.

Quicken Francisco

Hello @grobinson9

Thank you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. I believe it may be an issues we've been recent experiencing with the mobile and web sync. We can double check by turning it off and then trying to one the one step update again

To turn it off go across the top to edit > Preferences >  mobile and web. From here click the Sync button and make sure it's turned off. 

Once you have it turned off try running the One Step Update again and see if you account disappears. Let us know the results!

Thanks,

Quicken Francisco

Quicken Francisco

Hello @grobinson9

Thank you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. I believe it may be an issues we've been recent experiencing with the mobile and web sync. We can double check by turning it off and then trying to one the one step update again

To turn it off go across the top to edit > Preferences >  mobile and web. From here click the Sync button and make sure it's turned off. 

Once you have it turned off try running the One Step Update again and see if you account disappears. Let us know the results!

Thanks,

Quicken Francisco

grobinson9

I did the One Step Update with the sync button off. I didn't have the issue as before. I will continue to leave off until there is something done.

Thanks

Quicken Francisco

@grobinson9

Thanks for confirming. If you could do report a problem as well so we're to collect some information as we're currently working on the issue. You can go across the top to help > report a problem. In the subject line please also put CTP-1230 so we can attach it to the correct issue. 

Thanks,
Quicken Francisco

RTQ

I have had the same problem and lost a Discover card account that had several years of transactions.  It disappeared around Nov 23 but I didn't realize it until today when I saw many uncategorized transaction in the Spending report.  I had to revert to a Nov 22 backup and recreate some transactions from there.  I will turn off sync as recommended.