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Trying to change email

Ken267

I have submitted the required forms to update/change my email address, (and login ID I guess since they are currently the same). I have since talked to a support person on the phone and was told it would take 24-48 hours to take affect.

Well, it's been a week now, and my new email/login still does not work. I still can only login with the old email! What a hassle!

Why does my login ID have to be my email address in the first place?
Any suggestions?

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Boatnmaniac

I'm not sure what the "required forms" are that you are referring to. But if you want to change the email used for your QuickenID you can do that yourself by logging into your online Quicken.com account. Click on Sign In & Security and you can then select to change your email address, phone number, PW and the method for how to receive security codes.

As far as why Quicken requires an email address for the QuickenID: Your guess is as good as mine but it is a very common requirement of businesses to require users to enter their email address for their UserID. That is surprising to you?

splasher

Why does my login ID have to be my email address in the first place?

Probably so that you can't give them a bogus address.

Chris_QPW

splasher said:

Why does my login ID have to be my email address in the first place?

Probably so that you can't give them a bogus address.

I can think of two more reasons.

Ensures that there aren't any duplicate usernames.
Ensures that they have your email address so that they can send you notices

Ken267

I did try to do the change through 'sign in and security" as you suggested. And to change the email, I had to send a photo of my driver's license to prove who I am to get authorization. That's the process I went through, and it still isn't changed!

Boatnmaniac

Ken267 said:

I did try to do the change through 'sign in and security" as you suggested. And to change the email, I had to send a photo of my driver's license to prove who I am to get authorization. That's the process I went through, and it still isn't changed!

I just went in and changed my email address without issue. It simply asked me what my new email address is and what my current PW is. The Quicken dialog said it would send me a security code so I could verify that it is really me who requested the email change and asked me how I wanted to receive that code (email, text or phone call). I selected text and got the code a few seconds later, entered the code and that was it. My email address was changed on the spot.

You were not given the same option for receiving the security code? If not, do you have your phone number listed in your Quicken profile? If you don't have it listed in your Quicken profile then that might be why you were requested to send a photo of your driver's license.

Ken267

I just tried again. SMS message was selected, and all I get is "PLEASE TRY AGAIN" if you have problem contact us.

UKR

If you haven't done so already, I'd say it's time to call Quicken Support on the phone and request help. Let them do a screen share session with you to review the situation on your computer, to determine the nature of the problem and to figure out how to fix it.

Quicken Support:

To contact Quicken Support, please use this link only:
https://www.quicken.com/support#contact-support and select Chat or Phone support.
Support is only available during posted hours of operation
The phone number can be found at the support website.
To start Chat or see the support phone number, your browser must allow popup windows from https://www.quicken.com
See https://community.quicken.com/discussion/7870684/faq-talk-to-support-does-not-respond#latest
If you are eligible for Premium Support (purchased separately or included as part of your subscription to Quicken 2018+ Premier or HB&R) call the number that can be found at the top of your My Account page at https://www.quicken.com/my-account (US) or https://www.quicken.com/canada/my-account (Canada) when you log in with your Quicken ID. Place the call using the phone whose number is recorded in your account profile.
Other links or phone numbers found elsewhere on the Internet, even in some posts or emails received from other Community members, may not be from Quicken or may not be up-to-date. Use those at your own risk.
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Boatnmaniac

Ken267 said:

I just tried again. SMS message was selected, and all I get is "PLEASE TRY AGAIN" if you have problem contact us.

Perhaps there is something in your profile that is causing the problem. You might want to check to confirm that your phone number is entered correctly (i.e., no numbers inverted). Also, did you try changing the method for obtaining the security code to Phone Call and Email? (If you select Email the code should be sent to your old email address, not your new one.)

If none of these security code options works, then the only thing I think you can do is to do as @UKR suggested...contact Quicken Support. I know you did that previously and which didn't result in getting the email address updated but if there is an issue with how your Quicken.com profile then they would need to fix it since this forum is mostly users like you and me and we cannot do that.

Ken267

Problem solved!
Spent many minutes on the phone with support and had to, again, submit a change request with ID.
I've been a Quicken user for over 20 years and have had many different emails over that time. It seems to have been some issue with one of my old email addresses that prevented my change requests from going through.
All's fine now. Thank you support!