Capital Group - American Funds; Unable to sign in

Shredder52404

This issue has been present for approximately a month now. I cannot connect to my Capital Group - American Funds account in Quicken... I am prompted with connectivity problems and upon being requested to sign in again and use my password It says that it is not able to sign in and suggests an incorrect password. The password is NOT incorrect. I am able to sign into the website without any issue. See screenshot for error message

Quicken Jasmine

Hello @Shredder52404,

Thank you for reaching out to the Quicken Community, though I do apologize that you are experiencing this issue. 

First, I suggest creating a test file and adding the American Funds account(s) to see if it produces the same issue with an incorrect password error message. It is recommended to save a backup before proceeding with troubleshooting steps in the event that you would like to return to your original starting position. Below are instructions on how to create a test file:

1. Choose File menu > New Quicken File.

1. Select New Quicken File.

1. Click OK.
2. In the File name field, enter the name of the new file, then click Save. Use a name like "Test File" to tell it apart from your main file. 

Don't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right-angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you.

1. Sign in with your Quicken ID. If you are prompted to create a Quicken ID but already have one, click Sign In under the Create Account prompt. 

1. Select to not use Mobile.
2. Click Add Account to start adding accounts to the new file.

After adding accounts, see if you are experiencing the same problems in this test file. 

Please let me know how this goes, I look forward to hearing your response. 

Shredder52404

I was able to add the accounts on a test file. The wizard prompted for my ssn as a username instead of my actual login creds...afterwards i was able to sign in. However, in the main file i use, there is no prompt for a username/ssn, only an online ID and password. I don't know what the online ID is.
Also, it seems my second bank account information was deleted somehow (note, this error was displaying before i attempted the test file, so creating the test file did not cause the issue).

*update* I tried adding my second bank back into the accounts list and in the wizard for adding the bank i get as far as entering my credentials and then i get this error (see screenshot)

Quicken Jared

Shredder52404 said:

I was able to add the accounts on a test file. The wizard prompted for my ssn as a username instead of my actual login creds...afterwards i was able to sign in. However, in the main file i use, there is no prompt for a username/ssn, only an online ID and password. I don't know what the online ID is.
Also, it seems my second bank account information was deleted somehow (note, this error was displaying before i attempted the test file, so creating the test file did not cause the issue).

*update* I tried adding my second bank back into the accounts list and in the wizard for adding the bank i get as far as entering my credentials and then i get this error (see screenshot)

Hello @Shredder52404,     

We are sorry to hear about these emerging error messages you are now seeing. Thank you for letting us know about this, and for bringing us those screenshots.

In this case, try to restore from a recent backup saved prior to when these issues emerged. We recommend saving backups frequently by navigating to File > Copy or Backup File... in the upper menu at the top of the screen. Provided that this has been done often, you should be able to restore from a backup that was saved just prior to when this began by navigating to File > Restore from backup... in the same menu. I am curious about whether or not this problem continues in the restored file. 

Let us know if you can find a recent backup, and what seems to happen after restoration.

Thank you,

Quicken Jared 

Shredder52404

No luck with your basic trouble shooting steps after restoring an automatic backup from last august...well before this issue would have started. The error on these accounts are almost instant. This is either an issue since a software update, or your 3rd party vendor used to make connection to these account groups. Please chase it that direction. I'm fine with providing whatever info you need to fix the issue in that direction.

my version is R45.21
Build 27.1.45.21

Shredder52404

After my last post stating my version and build; it got me thinking to force a check for updates...typically I'm prompted for updates when the software opens. There was an update to Version R46.12 build 27.1.46.12 ; after this update and re-opening my main quicken file and performing a check, I can confirm that my capitol group-american funds count is able to connect and is showing new transactions. I'm not completely certain about my two rivers account...no error messages, but also no new transactions. Not uncommon since these are mostly storage accounts. There should be transactions in the next few days so i will monitor and circle back. Thanks

Shredder52404

The issue seems to have returned and now none of my accounts are updating. In regards to the capitol group account, I have seen the update screen first, fail, then upon running again, it succeeds, but closes the update window out and doesn't update any of the other accounts. The screenshot below is as far as the update gets and then the screen simply closes, this screen closes immediately at this point, I was lucky enough to grab a screenshot of it. This has been working fine for years and seems to have been an issue ever since there was mass issues with the 3rd party vendor.

Quicken Jasmine

Hello @Shredder52404,

Thank you for providing more information and coming back to update us. 

Due to the previous steps having failed and also due to the nature of this issue, we recommend reaching out to Quicken Support directly for further assistance as they can walk you through troubleshooting steps in real time and escalate the situation if needed. 

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that we could not be of more assistance. 

Shredder52404

@Quicken Jasmine I've contacted support as you suggested. How do i file a formal complaint for support?
Your weekend support is extremely sarcastically rude and unhelpful and proceeded to try to convince me that this is a bank issue without any conclusive evidence....the bank knows nothing of quicken and frankly, doesn't give a darn if my quicken is able to connect to the bank or not. There was no direction given at all on what I'm supposed to ask the bank even if it were there issue, which it's not. It was a canned, cop-out answer to dip out of actually being helpful; this is the lowest form of customer service.
Now all of my accounts are deactivated and furthermore tells me that i need to re-contact support on a business day. I'm completely shocked that you don't have a handoff process internally and pass that on to the customer to have to pursue twice. I have a job also! I can't devote time to chasing support during hours that i work all because your weekend support wants to be a dismissive ****.
I have screenshotted the entire conversation.