Cloud Account Not Found

R Strax
R Strax Member ✭✭✭

Today I tried to update my accounts and got this message:

With a little research I see that some people had this error about one year ago. I could never find a resolution. Clearly I do not want to reconnect all my bank accounts.

What do I do to fix this?


  • Quicken Jasmine
    Quicken Jasmine Moderator mod

    Hello @R Strax,

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

    If you haven't already, I suggest you try signing out of your data file completely and then signing back in to refresh the registration token for your Online Connect Services. However, I do recommend that you first save a backup file prior to performing these steps.

    1. Navigate to the Quicken dropdown menu
    2. Sign Out...
    3. Sign back in using your Quicken ID (email) and password 
    4. Follow the prompts to be taken back to your data file after signing in

    Once that is done, see if the issue still persists.

    Let us know how it goes!

    -Quicken Jasmine

    Make sure to sign up for the email digest to see a round-up of your top posts.

  • R Strax
    R Strax Member ✭✭✭

    Thanks for your help, but no luck.

    So far I have logged out of my account and logged back in, restarted my laptop, and confirmed that I have an active QM subscription. I was able to update my accounts last evening, and today the error message "cloud account not found". I have made no changes to my computer or setup.

    The only thing I haven't done yet is restore from an earlier backup, and I don't know if that will even work. In the past, when I have restored, I have had weird problems like duplicated or missing transactions, so I am reluctant unless it is necessary.

    Does anyone happen to know how this problem was resolved in the past?

  • R Strax
    R Strax Member ✭✭✭

    I finally hit the button that says "set up a new cloud account". Quicken immediately started updating all my accounts. Interestingly, my Fidelity accounts immediately updated correctly. My Chase accounts and all my credit cards failed, giving me orange dots instead of blue. All connectivity needs to be restored, one by one.

    As I restore all of those 20 accounts, transactions from the past two weeks are being downloaded as if they had not been downloaded before. None of my corrections or notes are there. This looks to me like a large server error on the part of Quicken, losing my data from the past two weeks on numerous accounts..

    It will be 30 minutes of my time wasted just to get back to where I was last evening. Ugh!

  • Ps56k2
    Ps56k2 Alumni ✭✭✭✭

    just wondering - do you have SYNC enabled for access via the Quicken Mobile App, or Quicken on the Web ?
    What version … Help —> About Quicken

  • R Strax
    R Strax Member ✭✭✭

    No, sync is not enabled, and I don’t use mobile Quicken or Quicken on the web.

    About one month’s worth of data is simply gone from many but not all my accounts. It took a long time but I’ve finally gotten all my accounts restored as best as possible. Now updating normally again.

    Yesterday I was able to update normally, suddenly the next morning my data is gone and I have no cloud access. I have to suppose this is a Quicken issue, although I really don’t know for sure.

    Not a perfect world, obviously.

  • jacobs
    jacobs SuperUser, Mac Beta Beta

    @R Strax It seems odd to me that if you have Sync turned off and tell it to create a new cloud account that any account updates would take place, as you reported. Normally, with Sync off, resetting (recreating) a cloud file takes just a few seconds, and it doesn't trigger an Update All Accounts.

    Out of curiosity, what is the location where your desktop data file is stored? Various odd things sometimes happen if the data file is stored on Dropbox or iCloud. (iCloud can be tricky; if your data file is in a folder in your Desktop or Documents folder, and you have iCloud Drive enabled, your Desktop and Documents folder content may be saved on iCloud without you being aware of it.)

    Quicken Mac Subscription • Quicken user since 1993
  • R Strax
    R Strax Member ✭✭✭

    The situation was odd. My Fidelity accounts updated normally but all my credit card accounts and my Chase accounts lost one month of data, and the system automatically restored them as I added back their passwords. All these transactions for the past month were uploaded as new transactions, and I had to review them and fix their information one by one. It was awful. I have to think there was some glitch in the communication between Quicken and these providers.

    My data file is in the default location for a Mac, locally on my SD drive. The data file is not on iCloud or Dropbox.

    Interestingly, since this event, my Chase accounts which previously took a long time to update now update more quickly than they did before. I really don’t know how to explain this. Maybe it has to do with the new type of communication between Quicken and these financial institutions.

    Thanks for your concern and help.

This discussion has been closed.