Elan Financial Problems reconciling to Online Balance

steveisntbatman

Is anyone else having a problem reconciling to an online balance to Elan Financial (Fidelity Rewards Credit Card) accounts? My online balance in Quicken is showing up as an integer - it always ends in 0 cents. However, on the website, it does show the cents to my current balance. It make reconciling impossible, because I'm always off by whatever my current cents are on the Elan Website.

Example: My current balance is $187.43, but in Quicken, it shows my "Online balance" as -$187.00.

This seems to be since whatever the sync problems were with Elan were "fixed," because it didn't happen before.

Quicken Kristina

Hello @steveisntbatman,

To help you troubleshoot this issue, could you please provide more information? When did you first notice this issue? Which version of Quicken were you using when it started? Are there any pending transactions (which would reflect on Elan's website, but would not yet show up in Quicken) that would account for the difference between the Current balance on the website and the Online balance in Quicken? Also, to clarify, in your example, it looks like you are seeing a negative Online balance in Quicken. Is that correct, or is it still a positive number, but with the cents rounded off? Would you be willing to post a screenshot of what you are seeing (with personal information blurred or obscured)? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.

Thank you.

Boatnmaniac

There is a known issue with Elan and Fidedelity Rewards Card where when the account is set up (or reactivated) the online balance will drop the cents. This has been occurring since last December.

Usually, the issue will self-resolve within 12-24 hrs when running OSU, again.

Once in a while it does not self resolve. What has worked for me and others is to Deactivate/Reactivate the account online set up. The 1st time the cents will usually be dropped. But try running OSU again the next day. Most have said the issue will self resolve. You might want to try doing this if you have not already done so.

steveisntbatman

@Boatnmaniac This is incredibly helpful. You say it's a "known issue." I don't doubt that, but I searched (here and Google) to try to find something and couldn't find anything. Any tips on where or how I should have looked would be super helpful. I'll give it 24 hours and try again. I had already deactivated/reactivated (that's how I got here in the first place.)

@Quicken Kristina This just started up yesterday after a reactivation to reconnect which was broken during the Elan Financial issue that was supposedly resolved on the 26th. I'm using Quicken Classic Premier R52.33 Build 27.1.52.33. It is 100% not a missing transaction. It is simply dropping the cents and reporting a "whole dollar" online balance which does not match the online balance shown on the Fidelity Rewards website.

Boatnmaniac

@steveisntbatman - The key to finding discussions on various subjects try to identify a few key words that would describe it. Then enter those words in the Search field above. (If you do not see the Search field, click on Community Homepage, Discussions or Categories at the top of the screen.)

In this case you might want to enter Elan dropped cents or Elan online balance in the Search field. This will then return some of the many discussions in this forum on this issue since last December.

(FYI, this dropped cents issue is totally unrelated to the Elan download issues of Sep and earlier this month.)

Quicken Kristina

Thank you for your replies @steveisntbatman and @Boatnmaniac,

I forwarded this issue to the proper channels to have this further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file in order to contribute to the investigation.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience!

Thank you.    

(CTP-8059)

Boatnmaniac

https://community.quicken.com/discussion/comment/20393767#Comment_20393767

I've reported this issue on multiple occasions since last Dec. I believe others have as well. But the issue remains. Not everyone experiences the dropped-cents Online Balance upon account set up or reactivation but it's a fairly common issue. And the resolution is almost always the same…wait 12-24 hrs and run OSU or Update Now again which will often fix the Online Balance. And when it doesn't, then deactivate/reactivate again and if the cents are dropped from the Online Balance, again, wait another 12-24 hrs to run OSU or Update Now to see if it will resolve then.

This has only happened with Elan Financial Services and Fidelity Rewards Credit Card FIs (at least from what I've seen posted in this forum). I seem to recall (but I could be mistaken) that there was an Alert posted about this when this first started back last Dec (or was it Nov?). But the issue never was fixed. I just keep posting what the fix is.

I'm not sure what my providing the log files will tell your development team because the issue went away for me nearly a month ago and I've run OSU or Update Now at least 40-50 times since then. But if you think it will help, I'll go ahead and do that.

mike28

I noticed this problem this morning when I tried to reconcile. Deactivate/reactivate didn't help. I'll send in my logs but my data file is too big.

Boatnmaniac

https://community.quicken.com/discussion/comment/20394338#Comment_20394338

Try running OSU, again, tomorrow. Do not deactivate/reactivate prior to doing it.

mike28

Still a problem one month later…