Chase credit card transactions not downloading (edit)

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kmc00
kmc00 Member ✭✭

I've been away from home (and Quicken) for over a month and finally tried to catch up today. Most other accounts seemed to update ok except for my Chase card. My Chase card would not download any transactions and I should have downloaded dozens…so I Reset the Online Services and went through the screens to re-attach to Chase. It told me it downloaded transactions from the last 6328 days but nothing showed in my downloaded transactions window and the count was shown as (0). I tried De-Activating and Re-Activating the download but have the same results. Any suggestions?

Also—I don't think this is related but just in case—I had forgoten that since my last Quicken update several weeks ago, Chase had re-issued my card under a different number because of potential fraud. After it downloaded nothing the first time, I realized the card number was wrong. However, after I did the first Reset today, Quicken showed the correct new card number but as above refused to download transactions even though it claimed it had downloaded 6328 days.

Update: I also find that if I add my Chase card as a new account under a different name to Quicken, it correctly downloads the most recent transactions but my history only goes back 700-some days. This makes me think there's something wrong with my Quicken Chase account…

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  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭✭
    edited May 29
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    It might be that there is something wrong with your original Chase account. Did you try running Validate & Repair? That tool can fix some program and data corruption issues.

    It could also be that at some point Quicken downloaded those missing transactions into that original account but for some odd reason they did not get entered into the register. This sometimes (not often) happens. When transactions are downloaded into an account, Quicken "remembers" those transactions. Then when those transactions download, again, in the future Quicken filters out the new downloads of those previously downloaded transactions so they do not create duplicates in the register. There is no way to edit that filtering process.

    If V&R did not fix the issue, then there are a couple of things you might want to consider doing:

    1 - Restore a backup file from just before your travels began (be sure to give it a unique name so it does not overwrite your main data file). Run OSU and see what happens. If the missing transactions download this time then you can probably discontinue trying to troubleshoot this issue and just use this restored file going forward.

    2 - Another option:

    >Backup your data file before proceeding.

    >In the new Chase account:

    1. Delete the Opening Balance transaction.
    2. Delete all transactions that overlap with what you already have in your original Chase account.

    >In the original Chase account:

    1. Left click on the Opening Balance transaction.
    2. Scoll down the register to the most recent transaction and while holding down the Shift key left click on it. All of the transactions in the register should now be shaded.
    3. Right click anywhere on the shaded transactions and click on Move Transactions.
    4. In the popup that comes up, select the new Chase account.
    5. Click on OK.
    6. If you have Reconciled transactions you will get a popup asking you to confirm that you want to move these transactions. Click on OK.
    7. Quicken will move all of the transactions from the original account to the new account. All transfers to/from other accounts will be updated in the other accounts so the new Chase account.
    8. Check the original account to make sure all transactions have been moved. If you find any, repeat the Move Transactions process for them.

    >In the new Chase Account: Check account register balance and compare it to the previously downloaded Online Balance. The should be equal to each other. If they are not, there will need to be some troubleshooting to find out why they are not.

    >Reminders: If you have any Reminders set up for your original Chase account, you will need to edit or replace each of them to replace the original Chase account reference to the new Chase account reference.

    When done and when you are convinced that the new Chase account is correct and downloads properly, you can delete the original Chase account. You can also change the Account Name of the new Chase Account if you wish….Quicken will update all transfers, Reminders, Reports, etc., to reflect the new Account Name.

    Let me know if you have any questions.

    Quicken Classic Premier (US) Subscription: R55.26 on Windows 11

  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭✭
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    Another option you might want to consider trying: Log into your online Chase account and manually download the missing transactions in Quicken Web Connect (QFX) format. Open that file with Quicken and Quicken will import it. You will be prompted to decide what to do with the imported data….make sure you Link it to your existing Chase account. When done, double check your account balance to make sure it matches your Online Balance.

    If Quicken will not allow you to link these manually downloaded/imported transaction into the already existing account, you could allow Quicken to Add them as a new account. Then you can do Move Transactions to move them to the existing account followed by deleting the new account.

    Since this is a different download method, Quicken will not have "remembered" the transactions from a previous downloads so Quicken should accept them into the register.

    Quicken Classic Premier (US) Subscription: R55.26 on Windows 11

  • kmc00
    kmc00 Member ✭✭
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    Thanks for the suggestions. I was going to attempt a mass move as you describe but haven't done it yet. I was hoping I'd find a way to "reset" my downloads for a particular account…but sounds like that is not in the cards. I did try a validate (and a super-validate) but though it corrected a couple of items, it did not make a difference to whatever ails the Chase account.

  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭✭
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    The mass move process is not all that bad. I tend to provide a rather detailed step-by-step process which can sometimes make it appear to more complex than it really is which can be somewhat intimidating. But actually, the process is pretty simple and takes relatively little time to complete. Just remember to backup your data file before doing it so that if something goes wrong you can quickly restore it and everything will be as it is now.

    If/when you do try it, please post the results here. If it didn't fix the issue, then there might be something else that can be done. Or if it did fix the issue for you, then this solution might help them, as well.

    Quicken Classic Premier (US) Subscription: R55.26 on Windows 11

  • kmc00
    kmc00 Member ✭✭
    edited May 29
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    I solved this but not sure how… I first did a fresh backup before attempting anything. I then tried to restore from a pre-problem backup and everytime I did (3x), I was getting weird error messages trying to connect to Chase after the restore. Chase website was up and operational the entire time. In the first two cases, the restore was to a copy, not replacing the original. However on the 3rd one I accidentally said replace my master. Realizing my mistake I then restored from my initial save this morning and told Quicken to make it the new master. The cloud re-sync took some time. After that was done I simply tried to synch with Chase and it worked just fine and pulled down 6+ weeks of missing transactions! So in the end, it seems it was fixed by doing a full save and then a full restore, separated by some some messing around in the middle. My 30-year old data file seems to be back in operation again!

  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭✭
    edited May 29
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    So, restoring from a prior backup (the 1st option I'd suggested if V&R did not resolve the issue) did the trick. Good to know.

    BTW, I'm thinking the earlierr issues you were experiencing when trying to restore the prior backup file were probably due to Quicken or Intuit server issues this morning that prevented most if not all users from getting OSU downloads and being able to set up new or Reset EWC/EWC+ account. This probably prevented your restored backup file attempts from connecting to the Cloud Account, as well, thereby giving you those failures. The server issue was resolved a short while ago so maybe that is when restoring your backup file finally worked for you.

    Anyway, I'm glad it's working for you now. Have a great day!

    Quicken Classic Premier (US) Subscription: R55.26 on Windows 11