Prudential transaction download and online balance problems (Q Mac)

joeduda1

After long being unable to connect my Prudential accounts to Quicken for Mac, I finally discovered I could add them. Once I enter my login information, the accounts show up in quicken, but the balance remains at 0 and does not show any holdings after updating. Any idea what I am doing wrong?

Quicken Jasmine

Hi All, 

Thank you for your response and for trying these different steps with me. Since this is still occurring in the test file and there are many of you that this is occurring for, I would recommend reaching out to Prudential's customer support as it may be something on their end. 

Quicken does not have access to the financial institution's servers to correct the problem. This may require you to ask to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can't assist, an escalation with the financial institution may be necessary. 

Thank you,
Quicken Jasmine

cheli007

Same issue for me

Quicken Jared

joeduda1 said:

After long being unable to connect my Prudential accounts to Quicken for Mac, I finally discovered I could add them. Once I enter my login information, the accounts show up in quicken, but the balance remains at 0 and does not show any holdings after updating. Any idea what I am doing wrong?

Hello @joeduda1, 

I am so sorry that you are experiencing this issue with account balances and updates. Thank you for reaching out to us here on the Quicken Community for further assistance and support.

It sounds like transactions are not downloading successfully, but the balance is remaining zero in the Transactions View in your investment account, is that correct? Do you see any error messages after attempting to update your accounts or download transactions?

I look forward to your response, and hope to continue working with you on this problem, if necessary.

Thank you,

Quicken Jared 

cheli007

I'm not sure if it's appropriate for me to comment as I was just the "me too" guy, but I can say that is exactly what is happening to me and I am receiving no error messages.

wgseligman

I'm going to "me too" the "me too". I use Quicken for Mac 6.5.3, and I'm experiencing the identical symptoms as Jared described.

joeduda1

I get the orange dot indicating something has downloaded from Prudential, but the balance stays at 0 and no holdings are visible. No error messages come up, either.

Quicken Jasmine

Hi @joeduda1 and @all,

Thank you for contacting the Community and for your responses, I understand that this can be frustrating. 

As you are not receiving any sort of error code, I would recommend deactivating and reactivating the Prudential account. Below are instructions on how to do this:

FIRST SAVE A BACKUP!!

Deactivate an account

1. Click on the account name in the bar down the side of Quicken Mac
2. Click the Settings gear icon in the bottom-right corner
3. Click the Downloads tab
4. Click the Disconnect account button
5. Click Done

To Reactivate Account(s)

1. Click the account name in the list displayed down the side of Quicken to open the register.
2. Click the Settings gear in the lower right corner of the register view.
3. Go to the Downloads tab.
4. Click the Connect Account button.
5. Type in the financial institution name and walk through the wizard.
6. Choose LINK on the screen displayed after Quicken finds the available accounts at the financial institution for your login credentials, and carefully link to your existing Quicken account(s).
7. Click Continue.

Please let me know how this goes, I look forward to hearing your responses. 
Quicken Jasmine

wgseligman

Here is what happened when I tried this:

- After typing in my Prudential web site login credentials, I was prompted within Quicken to enter a one-time two-factor authentication code. I received an email from Prudential with the code, and entered it into Quicken.

- The dollar value in the account remained at $0. The orange dot remained next to the Prudential account name.

- After about a minute, with no external action from me, Quicken prompted me to enter a 2FA code again. Again, I received an email from Prudential with the code, and typed that into Quicken.

- The orange dot disappeared from next to the Prudential account name. However, the dollar value remained at $0.

- I waited a few more minutes, but there's no change.

cheli007

I temporarily had turned off 2fa, but my story is similar. I entered my username and password and  answered a security question. It appeared to look for transactions, but still showed zero balance. The only difference for me is that I'm not seeing the orange dot.

Quicken Jasmine

Hi @wgseligman and @cheli007,

Thank you for coming to the Community, I am sorry that you are experiencing this error as well. May I recommend trying to complete the steps of disconnecting and reconnecting your account which I posted above earlier? Please let me know how this works for you.

I look forward to hearing your response
Quicken Jasmine

cheli007

Quicken Jasmine said:

Hi @wgseligman and @cheli007,

Thank you for coming to the Community, I am sorry that you are experiencing this error as well. May I recommend trying to complete the steps of disconnecting and reconnecting your account which I posted above earlier? Please let me know how this works for you.

I look forward to hearing your response
Quicken Jasmine

Sorry, my recent comment is the result of disconnecting and reconnecting

Quicken Jasmine

Hi @cheli007, 

Thank you for responding, I apologize for the miscommunication.

Could you please let me know which connection method (Direct, Quicken, Web) you are using regarding Prudential? 
You can check this by choosing your account on the left, then click the Settings button on the bottom right, then clicking downloads, and looking next to Connection Type. 

I look forward to hearing your response.
Quicken Jasmine

cheli007

Quicken Jasmine said:

Hi @cheli007, 

Thank you for responding, I apologize for the miscommunication.

Could you please let me know which connection method (Direct, Quicken, Web) you are using regarding Prudential? 
You can check this by choosing your account on the left, then click the Settings button on the bottom right, then clicking downloads, and looking next to Connection Type. 

I look forward to hearing your response.
Quicken Jasmine

Hello,

Quicken Connect

Quicken Jasmine

Hi @cheli007, 

Thank you for the response. Could you please tell me what type of account this is that you hold with Prudential? Also, the orange dot would be indicating an error, could you please go to Window then Account Status and let me know if any error codes or messages are appearing there?

I look forward to your response. 
Quicken Jasmine

cheli007

Quicken Jasmine said:

Hi @cheli007, 

Thank you for the response. Could you please tell me what type of account this is that you hold with Prudential? Also, the orange dot would be indicating an error, could you please go to Window then Account Status and let me know if any error codes or messages are appearing there?

I look forward to your response. 
Quicken Jasmine

Hello,

It is a Roth 401(k). And there are no error messages. The account states that the last connection was successful.

wgseligman

I will once again "me too" with cheli007: my experience is identical. I followed your directions for disconnecting and reconnecting with Prudential; I suppose it wasn't clear that my last comment in this thread was in response to your instructions. I had the identical results. My account with Prudential is a "me too" as well: a 401(k).

Quicken Jasmine

Hi @cheli007 and @wgseligman,

Thank you both for your responses. Could you please create a test file for me and add the Prudential account? I would like to see if your balances and transactions come in when completing a test file. 

You can create a test file by going to File then clicking New then Start from Scratch. 

Please let me know what occurs, I look forward to hearing your response. 
Quicken Jasmine

wgseligman

Jasmine, I tried what you suggested. There was no difference: With a new test file started from scratch, and adding only my Prudential account, the balance I received was still $0.

Quicken Jasmine

Hi All, 

Thank you for your response and for trying these different steps with me. Since this is still occurring in the test file and there are many of you that this is occurring for, I would recommend reaching out to Prudential's customer support as it may be something on their end. 

Quicken does not have access to the financial institution's servers to correct the problem. This may require you to ask to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can't assist, an escalation with the financial institution may be necessary. 

Thank you,
Quicken Jasmine

cheli007

Yeah, haha, that wasn't worth it for me. They wanted to know which browser I was using quicken with?! Then they wanted to know which quicken version. I said premier. They said, sorry, it only works with deluxe or premium.

joeduda1

With all due respect, I think it is probably more Quicken's responsibility to contact Prudential and fix this issue than the consumer's. This isn't helpful.