Voya and Quicken Cloud

Marto1

I have Quicken Premier for Windows. Voya Institutional Plan Services downloads to my Quicken Desktop version and shows the correct balance, but it does not work with the Quicken cloud/app. Also, when I try to sync my desktop data with the cloud, Voya does not sync. I do not have these issues with any other accounts or banks. There is no error code -- it simply shows a zero balance on the cloud and the correct balance within the desktop program.

Quicken Paloma

Hello @Marto1, 

Thank you for reaching out to the Quicken Community. We apologize you are having this issue. For this particular case, I would recommend resetting your cloud data and resyncing your file. Before starting the process please be sure to save a backup of your current file. 

To do this select Edit >Preferences >Mobile & Web >Reset Cloud Data. On the pop-up window, you will be prompted to type "yes" and click reset. 

While the cloud is resetting please un/reinstall your Quicken app on your mobile device(s). Once the cloud data has been reset, you may resync the file from your desktop and sign in to your mobile device. It is important that you do not sign into your mobile device before the reset is done. 

When you have a moment please attempt these steps and let us know how it goes!

-Quicken Paloma

Marto1

Paloma, I had already reset my data several times and it did not fix the error. This time I reset my data with the additional step of un/reinstalling the Quicken app. Same result -- desktop accounts (including Voya) are all correct, and cloud accounts (except for Voya) are all correct. Voya cloud still shows zero balance. It seems like the desktop program successfully communicates with the Voya server, but the app does not. What is particularly odd is that the app won't even sync with the Voya desktop balance. I spoke to customer support earlier today, but all she was able to do was collect log files and other info and escalate. Please help. Thank you

Quicken Paloma

Hello @Marto1, 

Thank you for your response and the additional information. To clarify, the customer support you contacted was for Quicken correct? If that is the case, I would have followed the same procedure as the agent. Once your case has been escalated you will be contacted via email if any additional information is needed or when there is a resolution. Again, I apologize for the nuisance. 

Please let us know of any other questions or concerns. 

-Quicken Paloma

Marto1

What additional steps do you suggest?

Marto1

Paloma? Still no solution? Help please.

Marto1

Help! I've been abandoned. No assistance from the online moderators and I have never heard back from the "escalated" support. I spoke to Quicken Support (supposedly premium support) on December 28, but all they did was take down all kinds of information, said they needed to "escalate it", and that the specialist support would get back to me. That was almost a week ago. This is very disappointing.