ONGOING 11/18/23 John Hancock Retirement Plan Services - $0 Investment Account Balance

Quicken Janean

Users will not be able to connect with their accounts. Due to the ongoing $0 account balance issue (explained below), we have blocked connections with the Financial institution (FI) while we work on a solution. 

Since we have began blocking certain FI's, downloads may result in a message reading "Quicken could not find any accounts for this bank". This is the intended behavior.

 We are aware of the issue with John Hancock Retirement Plan Services downloading accounts with $0 balances. This is mainly occurring on Quicken for Mac (QMAC) using Quicken Connect.

This is happening because our connection with the FI is able to successfully capture account details but unable to capture account activity. This is causing the accounts to be successfully added but showing a $0 balance with no activity. We are working with the appropriate parties so that our connection will be capturing all of the correct information.

This has been escalated internally, though we do not have an ETA at this time.

To be notified of updates as they become available, please click the bookmark ribbon located in the upper right. If you do not see the bookmark ribbon, please make sure that you are signed into the Quicken Community. 

Thank you!

(Ticket #10570769)

Quicken Janean

UPDATE 11/10/2023

We do not have an ETA at this time for a resolution for this issue, though our teams continue to work towards a solution. We apologize for any inconvenience and thank you for your patience. 

Thank you!

Quicken Kristina

ONGOING 11/18/23 

This issue remains ongoing and our teams continue to work toward a solution. No ETA or further details are available at this time, and this Alert will be updated once more information, updates, etc become available.

We apologize for any inconvenience and appreciate your patience.

Thank you!