Bank just updated their back end system and now my accounts are giving some strange errors

jasonpbyu

So you'll notice at the top it says I'm on my People's Bank saving account (This is Peoples Bank Lubbock TX. The name in quicken is Peoples Bank PFM.) But it then shows its trying to use my child support checking account. Of my 5 Peoples Bank accounts, only 1 updates properly (the Main Peoples Checking). The rest give errors and most are trying to connect the wrong account. I go in and try to "reset", and it definitely has things mapped wrong . So I select the right account for the child support checking (second screenshot) and get an error that it was not able to be reset.

What's my next step here? Completely disconnect them and reconnect and try to map them properly?

Quicken Anja

Hello @jasonpbyu,

Before you perform any further troubleshooting, please save a backup of your data file first (just in case).

Then, if you haven't already, I suggest you try to deactivate all accounts for this financial institution, then force Quicken to "discover" all available accounts and see if this will help resolve it. Please, follow the instructions below in order to do so.

1. Open the Account List in Quicken (Tools > Account List OR Ctrl + A)
2. If present, select the Show Hidden Accounts checkbox at the bottom of the Account List
3. Edit each account with this financial institution to Deactivate (or Remove From One Step Update) on the Online Services tab
4. Click on the General tab and remove any info displayed in the Financial Institution, and Account/Routing Number fields. Note: The account must be deactivated first before these fields can be edited.
5. When finished, close the Account List
6. Close, then re-open Quicken
7. Navigate to Tools > Add Account 
8. Walkthrough this process as if you were going to add a new account, providing the login credentials and answering any security questions/processes presented until you reach the screen where Quicken displays the Accounts Discovered at the financial institution
9. Very carefully LINK each of the found accounts to the appropriate account you already have set up in Quicken.

Once that is done, see if the issue still continues to persist.

Let us know how it goes!

jasonpbyu

@Quicken Anja It allowed me to link them, but then it's giving me this alert for mobile and web. Password obviously is correct as it let me link them. Have never seen this issue before.

Also I should note that while it let me link the accounts, it did not download transactions which show as cleared on the bank side of things. It showed no error on the download, says it downloaded transactions for the 5 accounts, but no transactions show as downloaded.

Also can you or someone from Quicken reply on the Robinhood and Ally VISA issues I have reported?

jasonpbyu

@Quicken Anja any other ideas here?

jasonpbyu

@Quicken Anja I have 10 or so posted transactions this week, none of them are downloading here. It says it updated successfully with no errors. Who can help?

jasonpbyu

It wont let me reset. Give me this error

Quicken Anja

Thank you for following up!

Is the error code only being displayed in the Mobile and Web Alert, or are you also seeing it in One Step Update Summary?

Check back and let us know! Thank you.

jasonpbyu

@Quicken Anja No error on one step. I setup a test file and i noticed that under the bank name and account # it had my username displayed, my main quicken file did not. So I just deactivated all 5 accounts once again (made a backup first), closed quicken. Opened it back up. Setup the connections again and still getting this error for mobile and web.

Nothing downloaded (no errors), but I notice again under the Account # and routing # there is no customer ID (second screenshot). Third screenshot shows what I see in my test file. I think this is the issue, why is it not showing me a customer ID in here? How do we get this corrected? I've deactivated, removed all of the data. Then linked up again. It pulls in the account # and routing # but leaves the customerID blank, which seems to be an issue here?

jasonpbyu

@Quicken Anja [Removed - Alumni/Beta Mod Tags]

Can someone call me and help get this fixed?? This is so frustrating.

Quicken Anja

Thank you for additional details.

Next, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 

If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.

1. On your desktop program go to Edit
2. Preferences...
3. Mobile & Web
4. Make sure Sync shows it's ON and click on Reset your cloud data
   
   
5. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
6. Wait for the sync reset to finish
7. Navigate to the Mobile & Web dropdown menu 
8. Select Cloud Sync to resync your data and to make sure no errors occur

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

Let us know how it goes!

jasonpbyu

@Quicken Anja before we fix the cloud, can you help me fix the sync issue from the screenshots showing no username? Is there a way to get you on the phone so we can do a screenshare?

Quicken Anja

For clarification, the cloud reset instructions is meant to troubleshoot the sync issue displayed in your screenshot.

I also have sent you a direct message, please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

Thank you!

jasonpbyu

@Quicken Anja THANK YOU! The message you sent with super validate instructions fixed things, and then resetting cloud fixed the rest.

Now if someone wants to take a stab at the Ally VISA post it would be great!

I received an email from someone high up about Robinhood and stated that the next release of Quicken SHOULD fix the issues, but they're calling me next week to take a look.

Quicken Anja

Thanks for the update! Glad to hear Super Validate and Cloud Reset was able to fix these issues. 🙂

As for Ally Bank, @Quicken Kristina did send over some information regarding that via a private message.