HELP with data file password and backed up files

SueBalk
SueBalk Quicken Windows Subscription Member
edited February 2023 in Signing in, Passwords, and Activation (Windows)
Ticket ID 9853977 and 9853849
HELP! I have used Quicken for over twenty years, paying bills and recording all sorts of financial information. On October 25, I paid all the bills and did a back-up, as I have faithfully after each time using Quicken, and logged out. Later in the day, I attempted to log into Quicken again to check something, but was not able to. I got a message asking for the data password. I tried the regular password, but no luck.

After a vacation, I tried to log in again, again no luck. I had been using a version from 2011 and thought that might be the problem. So I downloaded the current version, but was unable to upload the back-up file from Oct. 25.

Called for help, and after a lengthy conversation and trying many things, it was determined that he would pass on my back-up for someone else to look at.

A few days later, I received a curt email stating “Hello Sue, Unfortunately, we were unable to remove the password from your data file”.
I called the help number again, and ended up with a three-hour conversation trying many things. Still no luck.

I see where there an option to “Set password for data” that I must have done in my haste to get bills paid before vacation on Oct 25 (A thought – if this can cause a person to lose over 20 years of data, maybe it shouldn’t be so easy!)

So I understand why the backup from Oct 25 with a unknown data password on it can’t be loaded, but what I don’t understand is why a back-up from a prior month won’t work!? It had to have worked for me to open Quicken and pay bills on Oct 25th.

So can anybody help me with? I really miss not being able to access all the data of the past years. And I’m hesitant to enter new data, hoping the back data can be restored and I can enter the data from Oct 25th on. And if I’m really [Removed - Language], I have no faith that something like this won’t happen again.

Just sent this to customersupport and got an email stating the file was closed. And that I should call them. (They didn't even bother to list a phone number to call!)

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