Empower Retirement Connection Must Be Reset Every Time

brooksideplace

I've entered my Empower 401k User Name and Password. The balance of the account downloads to Quicken. But, once I did this ever time I do a subsequent refresh update of all of my accounts the Empower balance shows $0. I have to re-set the connection each time. Is anyone else having that problem?

Quicken Anja

Hello @brooksideplace,

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

To start with, I suggest deactivating the account(s) experiencing this error, removing the saved login credentials from the Keychain Access app, and then reactivating the accounts. However, before doing so, I do recommend saving a backup of your data file first (just in case). Then, please check and make sure you do not have any hidden accounts that may be connected to this financial institution.

1. Go to the Accounts menu and choose Hide and Show Accounts
2. Uncheck any accounts with this specific financial institution that are checked as hidden in Lists

After that, please follow the troubleshooting instructions below.

1. Open the account register and navigate to the Settings gear on the bottom-right corner
2. Click on the Downloads tab
3. Click Disconnect Account (if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
   
4. Quit Quicken
5. Open Finder and navigate to Applications > Utilities > Keychain Access app
6. On the left panel in the Keychain Access app, select Login and select Passwords at the top
7. Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
8. Quit the Keychain Access app and reopen Quicken
9. Navigate to Accounts > Add Account...
10. Use the search field at the top of the list to find and select your financial institution and click Continue
11. Follow the prompts to sign in using your login credentials associated with the financial institution
12. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken

Let us know how it goes!

kjanik

I had the exact same issue described in this thread. After following the resolution path detailed here, the issue was fixed and I now receive data on each update.

Quicken Anja

Hello @kjanik,

Thank you for visiting the Community and adding to this discussion.

Glad to hear that the solution provided previously worked for you! Thank you for posting to confirm.