Getting multiple errors when trying to add/reconnect Schwab accounts

System

This discussion was created from comments split from:

Every time I update Schwab, I have to revalidate the account

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William Toperzer

I did contact Support in the past and tried their steps without lasting results including Super Validate. Then the recommendation to drop these (multiple account) files and start all over with the Schwab accounts with current starting dates and figure out how to add the investments. Across my Schwab accounts in multiple files, I get CC-501, CC-506 and CC-800 errors, which say that some of the accounts don't exist at Schwab (which isn't correct) or that there is a problem between Schwab and the Quicken Server. Plus the years long answer that 'it is a known problem with Schwab that we haven't been able to solve.'

William Toperzer

https://community.quicken.com/discussion/comment/20447585#Comment_20447585

Why was my first entry removed for being off topic when I was commenting additionally that I have / continue to experience this same problem.

Quicken Kristina

Hello @William Toperzer,

To help troubleshoot this issue, please provide additional information. You mention that you have multiple Quicken files; do you have the same Schwab accounts attempting to connect in multiple files?

With the accounts that it can't find, are the accounts active? Are you the owner of the accounts and logging in with the primary account holder's credentials? Are the accounts considered external accounts (are you redirected to another website when selecting to view the accounts through Schwab's site)?

I look forward to your response!

William Toperzer

Three different Quicken files. One for me and wife that has mix of other files and 7 Schwab accounts. And yes, it is all managed correctly for me and wife with correct Schwab permissions to access. When it is rejected it is typically 3 of the Schwab accounts, two joint and two of wife's.

Second file for managed deceased father's trust account that is two Schwab accounts. Alternates which one fails to connect with various error codes.

Third file is deceased Mother-in-Law's trust with two Schwab accounts, which at 20 years history is the newest of these files. So far, this one processes without problems.

All of the accounts are fully active. All are direct or POA credentials at Schwab to access. All of the Quicken connections are directly to Schwab.

Quicken Kristina

Thank you for your reply,

Are you seeing the same errors in both of the files that are having issues with Schwab accounts? Are any of the Schwab accounts that are having connection issues connected in more than one Quicken file?

I noticed in your most recent contact with Support, they mentioned that you've made copies and restored backups and the issues still persist. Since Schwab accounts can be fussy when connected in multiple files, did you make sure to deactivate the accounts in any Quicken files that you are not using (for example, restored backups that you chose not to use, or the original file if you chose to use a restored or copied file as your new main file going forward)?

Thank you!

William Toperzer

Yes, I am definitely getting the CC 501 errors in both files (let's call them A&B). CC 506 errors recently in A file and I'll need to go back through notes or wait to see if I get CC 506 in B. Recently got CC 800 in the B file.

No the accounts are all separated into their own files. I did find it odd when I was working with support live months ago on the Fix step where it asks me to "Select [check box] your Schwab accounts to link" that I was instructed to check mark all of the Schwab accounts that collectively appear from the three different Quicken files. And then manipulate them as "Do not add" when they appeared in the next step.

It has been a while since I created the test files and used them to download and saw the repeat occurrance of the problems. The answer then was 'we (Quicken) will need to keep working on this known problem handshaking to Schwab.' That is why I went back to my original files with the multiple years of history. Are you saying that those abandoned test files are causing a / these problems?

Is there a straight answer if Quicken says there is still a 'known' / acknowledged problem working reliably with Schwab, and if so months later, when is it going to be figured out.

I can try to find some time later this week to work with Support on the problems in one (the A) file. I am still working to hand restore a lot of missing history in the B file before I want Support asking me to juggle that one.

How can I get an appointment to work with a senior level person in Support who has direct knowledge of these Schwab problems — and not just who I get randomly calling in? We tried that the last time and I worked with a senior person — but not necessarily the Schwab expert / liasion — but even that attempt didn't work long term.

Quicken Kristina

Thank you for your reply,

The reason you were instructed to select all of the Schwab accounts that collectively appear in any of the 3 files when going through the authorization process on Schwab's website is because that authorization process is not file specific. If you do not select an account (or unselect an account that had been selected), then you're telling Schwab that Quicken does not have permission to download updated info for that account at all.

If the Schwab accounts are connected in those abandoned test files, there is a chance they are the source of some of the issues you're seeing. I would recommend opening them and deactivating any Schwab accounts that are connected in those files, then test to see if the issue persists.

I don't have any way of helping you schedule a call with senior level support. However, I did send you a DM with what I can do to help. Please check your inbox by clicking the envelope icon near the upper right.

Thank you!

William Toperzer

Thanks for reply. I will work on the files per you comments. And then give you the timing to schedule a callback. I will want to speak with someone who has worked with the Schwab challenge, versus a Quicken generalist.

eghanson

I am having the same issue with Schwab linking multiple accounts. When I try to reset the account to link them, only One of the two accounts is listed to link, while the other only has Do Not Add which cannot be changed. As a result, only one account is linked. I can NEVER get both accounts linked to Quicken and as a result get a CC-800 error when trying to download transactions. How do I get BOTH accounts linked to Quicken?

Quicken Kristina

Hello @eghanson,

To help troubleshoot this issue, please provide more information. Are both of these accounts under the same UserID with Schwab? Are you the owner or an authorized user for the accounts?

Based on your description of the issue, it sounds like the reason you're always seeing "Do not add" for one of the accounts is because when you reset one account, Quicken still sees the other one as connected. Rather than resetting, please try following these steps:

First, please backup your Quicken file. Next, please deactivate your Schwab accounts. Once all the accounts are deactivated, reconnect them by going to Tools>Add Account and following the prompts. Once the Add/Link screen comes up, please make sure to carefully relink your accounts to the correct nicknames in Quicken.

Please let me know how it goes!

eghanson

Both accounts under the same account and I am the owner. Deactivating BOTH accounts and then using Add Account fixed the issue. THANKS!!

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear deactivating and re-adding both accounts corrected the issue!

If you need further assistance, please feel free to reach out!

mshiggins

@eghanson

" ... the other only has Do Not Add which cannot be changed.

That typically means the account is Activated in Quicken. A Quicken account that is currently Activated for downloading can not be linked.

"How do I get BOTH accounts linked to Quicken?"

Make sure every account you want to "link" has been deactivated before beginning the process.

I can't recall ever having had any problem "linking" multiple accounts with Schwab (did so just now, as a test). I take the following approach.

- Deactivate every account using the same specific Quicken financial institution name ("Charles Schwab & Co., Inc." in this case) that has the same logon credentials

- Initiate the Quicken Add Account process

- When provided the opportunity by the financial institution, insure all accounts to be downloaded are "authorized" (and make sure that any required additional boxes - besides those alongside the accounts to be authorized - are also checked

- When Quicken presents the accounts it discovered (sent by the financial institution), make sure to choose the "Link to existing" Action option and make sure the "link" chosen is to the correct Quicken account (Quicken has been known to link a downloaded account to the wrong Quicken account  (the user must correct that when it occurs)

-JP