Has something changed in Quicken or at Rocket Mortgage?

Ralph T in NYC

When I try to sync my mortgage, Q tells me that RM has no records of my loan. It was working until August 3rd. After waiting these several days, as a workaround, I tried to add a new account in Q at RM; Q tells me it cannot communicate with RM and suggests trying later. Q even says "it is not your mistake".

Quicken Anja

Hello @Ralph T in NYC,

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

This is a known issue that has been escalated internally, though we do not have an ETA on resolution at this time. While the investigation remains ongoing, please refer to this Community Alert for any and all available updates.

Ralph T in NYC said:

So, since I was sync'ing / updating, please take this to the next level to initiate resolution of the problem

Also, for future reference; please be advised that in order to have issues escalated, it is best to contact Quicken Support directly as most escalations require support agents to have the customer live on the phone or on chat with them and are therefore not done through the Community as responses through the forum are not guaranteed to be immediate.

Please refer to this support article to review which Quicken Support options are available.

Thank you!

Quicken Jasmine

Hello @Ralph T in NYC,

Thank you for contacting the Quicken Community, though I do apologize that you are experiencing this issue with your Rocket Mortgage account. 

I have located a Support Article that discusses the "It's not your fault" message in more detail. You may follow this link to access that FAQ. 

As per the FAQ:

If this occurs when trying to add an account

Wait 24 hours and try to add the account again. If you are still getting the error after waiting 24 hours, please Contact Support.

I hope this clears things up!

Ralph T in NYC

The page you pointed at says "If this occurs when updating an account

Please Contact Quicken Support. This error requires Quicken Support agents to review logs and provide further assistance. The issue may need to be escalated and may not have an immediate resolution. "

So, since I was sync'ing / updating, please take this to the next level to initiate resolution of the problem

Quicken Anja

Hello @Ralph T in NYC,

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

This is a known issue that has been escalated internally, though we do not have an ETA on resolution at this time. While the investigation remains ongoing, please refer to this Community Alert for any and all available updates.

Ralph T in NYC said:

So, since I was sync'ing / updating, please take this to the next level to initiate resolution of the problem

Also, for future reference; please be advised that in order to have issues escalated, it is best to contact Quicken Support directly as most escalations require support agents to have the customer live on the phone or on chat with them and are therefore not done through the Community as responses through the forum are not guaranteed to be immediate.

Please refer to this support article to review which Quicken Support options are available.

Thank you!

mschnapp

Quicken Support:

How about proactively informing us when the Rocket Mortgage authentication issue is resolved? My mortgage is one year old and it suddenly stopped working in Quicken.

Quicken Anja

Hello @mschnapp,

mschnapp said:

How about proactively informing us when the Rocket Mortgage authentication issue is resolved? 

Any and all available updates, information, and resolution will be posted in the Alert that was linked in my previous response.

Thank you!

Brinkeusa

I have the same problem. Started last week or this weekend. I can't connect to my Rocket Mortgage anymore using Quicken for Mac. I CAN login using a web browser to my Rocket Mortgage account.