Can't download AAPL stock from Schwab and can't contact support Chat (edit)

billsandysprings

1. one of my stocks won't download into quicken from schwab
2. when I click on Chat, it presents a "login" button which does nothing when you click it or a Contact Us buttton which also does nothing. I'm already signed in

splasher

For the support buttons to work, you have to enable pop-ups in your browser.

NotACPA

What stock? What's the ticker?

And can you please do TOOLS, Security List, click on the particular security and show us the LEFT column of the Security Detail View.

billsandysprings

AAPL (apple)

does not appear on security list. Will NOT synch with my schwab account.

as to popups, yes, these are certainly enabled

billsandysprings

spoke with customer support (found the number by googling "what is the darn customer support number for quicken" bc it does not appear on the site)

Known Bug in Quicken related to downloading holdings. Tech support people are working on it furiously.

As to getting chat going, the suggestion was "try another browser other than the one, Chrome, that 2 billion people are using today". Found a workaround for that by logging in, clicking Support, standing on my head, taking a shot of single malt.

I appreciate your response to my post

Ps56k2

be VERY CAREFUL about Googling any kind of support numbers - they are mostly SCAM websites -

Ps56k2

AAPL (apple)
does not appear on security list. Will NOT synch with my Schwab account.

What happens if you just manually Add Security ?

Our Schwab and AAPL are working just fine. The stock first gets added when originally encountered- or setup manually- after that it’s just automatic for any but/sell/div transactions.

billsandysprings

You can do that but defeats purpose of having quicken

fanfare

https://community.quicken.com/discussion/comment/20429027#Comment_20429027

"try another browser other than the one, Chrome, "

It's true, some webpages only work correctly on Microsoft Internet Explorer or Microsoft Edge.

NotACPA

I've not had any trouble re: webpages with Mozilla Firefox.

NotACPA

Manually setting up a security is a ONE TIME EVENT. Vs. the pain that you're experiencing.

Hardly "defeats the purpose".

q_lurker

Please clarify.

1. one of my stocks won't download into quicken from schwab

But all other transactions and securities get properly handled?

If that is the case, I suspect you have the Apple Inc (ticker AAPL) in your file, but it is hidden. Check your security list (Ctrl-Y) and make sure the option to show hidden securities is checked. Unhide Apple if necessary.

billsandysprings

Yes I did that with support and they said it was a known infrequent bug.

Thank you

NotACPA

MOST Curious that they called it known … when I've never heard of such and no one else is reporting it here.

There's something else going on … but I don't know what.

Ps56k2

https://community.quicken.com/discussion/comment/20429228#Comment_20429228

how exactly did you contact Support - was it via chat or some Googled phone number - or ?

Quicken Kristina

Hello @billsandysprings,

Are you referring to your contact with Support on 12 April? I took a look at that most recent interaction, and based on the information in the ticket, it looks like they determined the issue was caused by the transaction showing the purchase of that stock not being downloaded into your Quicken file. Since there is a known issue with missing transactions from Schwab, that's why they told you it is a known and infrequent bug. Here is the link to the known issue they were referring to:

https://community.quicken.com/discussion/7942712/update-2-17-24-charles-schwab-missing-transactions-ewc

They didn't document whether or not they walked you through the steps in the alert to try to resolve the issue. If you haven't already done so, please backup your Quicken file and follow these steps:

1. Deactivate all the accounts associated with Charles Schwab.
2. Navigate to Charles Schwab's website, (www.schwab.com), look for third-party apps, and unlink Quicken.
3. After the accounts are unlinked, return to Quicken, and attempt to Add the Charles Schwab accounts by using the "+" button.

If the issue persists, please reset the cloud:

1. Click on "Edit"
2. Select "Preferences"
3. Go to the "Mobile & Web" tab
4. Click on "Reset Cloud"

Note - If you do not see an option to reset the cloud, then you have Sync turned off. To reset the cloud, you would need to turn Sync on, click OK, navigate back to Edit>Preferences>Mobile & Web, then click the blue Reset Cloud link.

I hope this helps!

billsandysprings

did all this and it still won't download

Quicken Kristina

Thank you for your reply,

To clarify, is it just the one transaction recording the purchase of this security that isn't downloading, or are no new transactions downloading from Schwab?

If it's just the one transaction, then the simplest resolution would be to put that transaction in manually.

If no new transactions are downloading, then the most likely cause is the known issue, but we can do some file troubleshooting in case the issue is file specific.

I look forward to your response!