PNC Download Missing Transactions

kebrein · August 13

For last couple months or so, my PNC checking account downloads into Quicken have been missing transactions somewhat randomly. I update Quicken at least every other day so it is not a timeliness issue. Spoke today via phone with Quicken support and they said it is a known issue with PNC that PNC is working.

In the interim, I've been using my PNC statements to identify missing transactions and enter them manually. Hopefully, they will resolve the issue soon.😕

Quicken Jasmine · August 13

Hello @kebrein,

Would you mind sharing the ticket number with me that would have been given to you during your Quicken Support interaction?

Let me know!

kebrein · August 13

I did not get a ticket number. The representative put me on hold then came back and said this was a known issue that was being worked (not completely clear if it was being worked by Quicken, PNC or both). I probably should have requested a ticket number so at least I would be notified when the problem was resolved, ….and to facilitate follow up as the ”squeaky wheel” if necessary.

GeoffG · August 14

For PNC bank personal checking accounts, you should be using Direct Connect connection method and only DC. On the Account list page you should see an option to upgrade connection if you are using EWC+. DC is the most reliable connection method and works reliably with PNC.

kebrein · August 14

Thank you. However, my PNC accounts connect to Quicken via Express Web Connect Plus and it does not appear there is an option anymore to use Direct Connect with PNC. From what I found via Google and from Quicken post below, this Express Web Connect Plus is the direction many banks are headed because Direct Connect apparently had some type of associated fee that banks had to pay.🙄

I'm back to hoping PNC and / or Quicken resolve the issue of missing transactions soon!

Boatnmaniac · August 14

PNC has multiple financial institutions in Quicken for downloading transactions. Selecting the right one(s) is key to getting and maintaining a good and reliablity download capability. You can see which one(s) you are set up with in Account List and on the Online Services tab of Account Details.:

PNC Bank - Web Connect: This is the one that pops up to the top when typing in "PNC" in the Add Account search field. This is very unfortunate because while EWC+ connections can be set up with this it has proven to be very unreliable and problematic. This truly is for Web Connection connections….where one manually downloads and installs a QFX (also referred to as "Quicken" or "Web Connect") file from the online account. It works well with WC downloads.

PNC Bank - Direct Connect: This is the preferred and by far the most reliable download connection method. It also has the really nice free benefit of DC Bank Bill Pay where one can set up payments to billers and individuals as well as transfers between accounts in Quicken and then during OSU Quicken will send the command directly to PNC. (This is not to be confused with Quicken's Check Pay and Quick Pay bill payment service.) There is no monthly fee for consumer accounts. I think there is a $2-$3 monthly fee for business accounts.

Those who wish to set up with this connection must, if they have not already done so, contact PNC and let them know they wish to download into Quicken via Direct Connect. PNC will then mail out unique login information that will need to be used with this connection setup. It's a little bit of a hassle but it is well worth making the effort.

PNC - Virtual Wallet: This is the EWC+ connection financial institution that is designed to be used with consumer checking and savings accounts. It should be used instead of PNC Bank - Web Connect. I run this in a test file and it is somewhat problematic with occasional transactions not downloading for weeks or a month or not at all. Most transactions do download correctly. The issues are more pronounced with Pending Transactions when they are enabled to be shown in the register. Pending Transactions generally works OK when they are not enabled to be shown in the register.

PNC Card Services Online: This is the EWC+ connection financial institution that needs to be used with credit cards.

These are the PNC financial institutions that most people want/need. There are others for Investments, Loans/Mortgages and Businesses. Type in "PNC" in the Add Account search field to see them all.

kebrein · August 15

Thank you for this great information! I will call PNC later today and see if I can switch to Direct Connnect. Do you know if it will be possible to link the Direct Connect Quicken accounts to my prior ones to maintain history?

Boatnmaniac · August 15

https://community.quicken.com/discussion/comment/20448919#Comment_20448919

You sure can. After you get your unique login info from PNC:

If you have not already done so, enter and save the Opening Balance transaction dollar amount into the Memo field. (This is not necessary for the process but it is a proactive step that can be very helpful if/when the Opening Balance transaction dollar amount gets changed when the connection method change takes place. This happens only sometimes but it's good to be prepared just in case.) Repeat this process for each PNC spending account. (In fact, it would be a good idea to do that for all of your spending accounts regardless of who the financial institution is.)
Back up your data file.
Account List > select "Edit" for one of your PNC accounts > Online Services tab > Deactivate. Repeat for each of your other PNC accounts (checking and savings accounts only) that you will be setting up with DC.
Add Account > type in "PNC Bank - Direct Connect" in the search field > Next > Continue > enter the unique login information > check the box for "Save to Password Vault" > Connect > when prompted, for each account that has been downloaded be sure to select "Link to…" and then select the appropriate account that is already in Quicken from the drop-down > Next. The accounts should now be set up for DC.
Check the the account balances. If they are correct, then you are done. If not, proceed to the next step.
Check the Opening Balances of each account you set up with DC. If the dollar amount does not match what you had previously entered into the Memo fields, correct the dollar amount to match what is shown in the Memo field.
If the accounts still are not in balance, scroll through the account registers looking for duplicate transactions. If you find any, delete one and retain the other. In most cases, if duplicate transactions are present they will show up within the last 90 days.
When all is in balance, backup your data file.

If you wish to take advantage of DC Bank Bill Pay with PNC:

You must first have Bill Pay set up for your online account. I think you can do this in your online account without having to talk with anyone at PNC but contact them for assistance if needed. (This is has nothing to do with Quicken at this point. It just allows you to pay bills and make payments to businesses and individuals when you are logged into your online account.)
Then in Quicken: Go to the Online Services tab of Account Details and enable Bank Bill Pay. (Do not click on Set up Bill Manager.)
When you want to make a bill payment: Tools > Online Payee List > select the appropriate PNC bank account > New > fill in the appropriate information for the payee and add it to the list > click on the payee and then click on Pay and fill in the payment information (enter the date you want the recipient to receive the payment, not the date you want the payment to be sent) > Send Now or Send Later > do OSU or Update Now and the payee information and payment information will be sent to PNC > PNC will confirm in the account register that the payment has been sent and will enter the check number.
For future payments to be made, you can set them up in the Online Center, the Online Payee List or enter it directly into the account register by entering "Send" into the Check # field.

kebrein · August 15

Boatnmaniac - Great information. Thank you for the assistance. I just spoke with a PNC representative and they showed me how to enroll in Direct Connect online without talking to a representative (I was already enrolled in PNC online bill pay). Process is:

Login to PNC online account
On Summary Page, select Customer Service
On that page under Manage Accounts / Account Management section is a link for "Quicken Enrollment"
Select the enrollment link and complete the information. After submitting, I received a message saying that a welcome letter would be sent to me in 7 - 10 days and a separate letter would arrive with my ID/Pin for Direct Connect.

Boatnmaniac · August 15

https://community.quicken.com/discussion/comment/20449001#Comment_20449001

You are welcome and thanks for this update. Hopefully others will find it to be helpful.

I was not aware that PNC now allows us to enroll for DC in our online account. That's a nice improvement. The last time I looked into it was about 2 yrs ago and at that time it was still required to talk to someone at PNC.

njfiddler · August 23

This is VERY Helpful. I switched from Direct Connect some time ago (years?) and Web Connect has been a frequent headache, especially of late. Here's hoping Direct Connect will be stable for me.

jbondi · September 5

Just downloaded and installed the latest Quicken update and the PNC Bank download issue still exists. Anyone else seeing this?

Boatnmaniac · September 5

https://community.quicken.com/discussion/comment/20451604#Comment_20451604

It's not now nor was a software issue. Are you sure you are trying to connect with the correct PNC setup for your type of account(s)? If you are trying to set up with the wrong one there is a high probability that you will not be able to establish a good connection. See my post above for more details.

kebrein · September 6

Have been using PNC Direct Connect with Quicken for ~ 3 weeks and have not had a single issue. The prior problem with missing transactions from the PNC Web Connect connection type has not been seen.

jbondi · September 9

Boatnmaniac Quicken Windows Subscription SuperUser ✭✭✭✭✭September 5

https://community.quicken.com/discussion/comment/20451604#Comment_20451604

It's not now nor was a software issue. Are you sure you are trying to connect with the correct PNC setup for your type of account(s)? If you are trying to set up with the wrong one there is a high probability that you will not be able to establish a good connection. See my post above for more details.

I have been using PNC WebConnect for a very long time and just recently having problems. Are we supposed to reconfigure our PNC accounts for Direct Connect now? When following the instructions above to switch to Direct Connection, I did not see the correct Quicken version that I am using on the PNC Quicken enrollment page. I am using Quicken Classic Deluxe.

Boatnmaniac · September 12

@jbondi - I've been a PNC customer for the last 3 years and I was told by other PNC customers from the very start that the PNC Bank - Web Connect connection set up was initially intended for use only with the Web Connect download method (i.e., manually downloading and importing transactions in a QFX….sometimes also called the "Quicken" or "Web Connect"…file format).

Note that Web Connect and Express Web Connect are not the same thing. WC is manual downloading. EWC (and EWC+) is downloading from within Quicken during OSU or Update Now. (I felt the need to mention this because there are some people who do not understand this).

Those who have tried using PNC Bank - Web Connect for OSU downloading will often (not always) get inconsistent and unreliable download results. Ever since PNC transitioned from Express Web Connect to Express Web Connect+ this connection setup has been the default connect setup in Add Account and Web Connect, not Express Web Connect+ is the default for it. IMO, this is leading to many of the posts being made in Community regarding PNC connection issues. And, in IMO, PNC Bank - Web Connect should only be used for the actual Web Connect download method, not for Express Web Connect/Express Web Connect+ downloads.

No one is saying that Direct Connect (PNC Bank - Direct Connect) must be used. But it is also well established that it is by far the most reliable method….and it supports totally free Bank Bill Pay (not to be confused with Quicken's Bill Manager Quick Pay and Check Pay services). There have been very few problems with this connection set up.

For those who do not wish to set up a DC connection for their personal checking and savings accounts they should probably be using the PNC - Virtual Wallet connection set up in Add Account. This will establish an EWC+ connection but sometimes (not a lot but enough to be a nuisance) a few transactions do not download. Sometimes they will download days or weeks later and sometimes they never download in which case the missing transactions will need to be manually entered. This has been an on/off issue with this connection set up ever since PNC transitioned from Express Web Connect to Express Web Connect+.

Important: For those with PNC credit cards, the PNC Card Services Online connection setup must be used.

regracia · September 26

I my self have several times of missing transactions - I was with BBVA when PNC purchase it, I was transfer with out any problem with Direct Connect then the Express Web Connect + surface I don't recall when. Ok transaction are missing yes, so I manually have to enter them not a big deal but still work and not been able to trust the connection neither the balances other than check at the bottom of the register the balance to see if I am missing transactions.

Well this month I have another issue and some of you might have run into it. when I was with BBVA and had under my Pay bills my car insurance and every six months I will go and pay it directly from BBVA, then PNC purchase them and all my pay bills where transfer fine so I continuo to use the Pay bills now directly under PNC, then the issue of missing transactions start to occur and any other Bill Payments that I initiated directly at PNC it never show up on my register till they occur so I had to enter them manually. so I say to myself this totally annoying I going to check pay so I did for the first time Check Pay since the transition from BBVA to PNC a couple years back.

OK I guess what the check was summited directly from QUICKEN so I was happy the register now show everything. but hold it, guess what QUICKEN printed the check to my insurance with the OLD BBVA account number so PNC bank got the check from my insurance and cancel the amount on the register at PNC bank and issue a Credit back to my account. But because the transactions from PNC using EWP+ sometimes work I never notice it till I got notification via regular mail that the check was return for not enough funds, etc, etc. so visiting the PNC to check the issue and display the check printed from QUICKEN NOTICE THE ACCOUNT and it show the OLD BBVA account so quicken printed the wrong check, I have not spoken to them about this yet, but I will more likely they will point the finger to somebody and I don't have the time to listen to the BS. but I guess I have to.

I am sure other had have the same problem, but this thing about to getting transactions someone needs to fix this Quicken or PNC

arlingpj · September 27

I have been having this issue for more than 4 weeks. I have spent countless hours with Quicken support without a resolution. Incredibly frustrating.

kebrein · September 29

Despite being on PNC Direct Connect, my problems have now returned and even worsened over the last three weeks. Over 65% of my PNC charges and deposits for September had to be manually entered. Even after doing this, the reconciliation process appears broken within Quicken. The "delta" (~$4,000!) doesn't change as I select different debits and credits to apply??!!

I'm thinking the reconciliation process has to be a Quicken functionality error layered on top of the PNC transaction download process, unless somehow Direct Connect accounts handle the reconciliation process differently from other accounts??

jms21 · October 7

I am having the same missing transactions problem with PNC - after jumping through the flaming hoops that Quicken support have put me through 3 times now - deactivating and reconnecting the PNC acccounts and changing from web connect to direct connect the problem persists and I am back to essentially a manual reconciliation exercise - its beyond ridiculous to pay for a service of this expense and get buggy software.

arlingpj · October 24

How or when will this issue be corrected? Quicken is not providing the service I am paying for.

kebrein · October 24

My problem with PNC appears to have been resolved. It has been working perfectly now for several weeks. Quicken Support first walked me through a series of steps that did not address the issue. Eventually though (about two hours on the phone with the same, excellent, representative) the representative determined that I had a corrupted Quicken file. After backing it up and creating a new one he was able to get me fully functional with Express Web Connect +. I think my new file will also work with PNC Direct Connect too but I haven’t tried that yet.

It took a little bit of work (maybe 45 minutes max) after establishing the new file, but no history was lost. Only cleanup / review of new information required was the most recent three weeks where some of my manual entries ended up duplicated and had to be deleted.

Don Awalt · October 27

Thanks for the info on PNC Direct Connect, I was able to convert to it online as well!

One question - now that it's complete, I notice in my Account details, it says the institution is "PNC Bank - Direct Connect" but connection method is Express Web Connect+ (see image). When I do OSU it says Direct Connect however. Is this correct?

Boatnmaniac · October 27

https://community.quicken.com/discussion/comment/20459330#Comment_20459330

It appears that for you the PNC Bank - Direct Connect FI defaulted to EWC+ during your Add Account setup. That should not be happening and I thought that this issue was fixed earlier this year. FYI, I just used this FI in Add Account in a test file and it correctly defaulted to DC, not EWC+, so I do not know why you got set up with EWC+. (You can always tell that Quicken is trying to set you up with EWC+ instead of any other connection method when during the setup process you are taken to your online account in your browser and you need to log in and authorize the FI to download into Quicken. That will never happen with any other connection method. With DC and with EWC, you will instead simply enter your login information in a popup inside Quicken with there being no push to the online account website.)

Personally, IMO, EWC+ should not even be an option with this FI so this could no longer be an issue for anyone. PNC has several other FIs that can be used for EWC+ connections so why complicate this DC FI by including EWC+ there, too?

If this EWC+ connection is working well for you and you do not need nor want the DC Bank Bill Pay feature, then you can simply continue to use EWC+ without making any change to the connection.

If, however, you run into issues with the EWC+ connection and/or if you want the free DC Bank Bill Pay feature, then you might want to consider changing the connection to DC.:

1…As mentioned earlier, you must have a PNC-provided PIN in order to set up DC. So, if you do not have that, then contact PNC to get that PIN. (Someone posted above that the PIN can now be obtained via the online PNC account but I cannot find the link they refer to. Maybe it is because I already have a DC PIN but you can try that if you wish. If that does not work for you, then you will need to call PNC to request the DC PIN.)

2…After you get the PIN:

If you have not already done so, enter & save the Opening Balance transaction dollar amount into the Memo field of that transaction. (If you have more than one PNC Bank account, do this for each account. In fact, it would be good to do for every Spending account that you have.)
Backup your data file.
Deactivate your PNC Bank account. (If you have more than one, deactivate all of them.)
Add Account > type in PNC Bank - Direct Connect in the search field > Advanced Options > Continue > select Direct Connect > Next > enter your SSN and the PNC-provided PIN > check the box for Save to password vault > Connect.
When prompted, make sure to LINK the downloaded data to your PNC accounts already in Quicken.
If the accounts are not in balance, check the Opening Balance transactions dollar amounts. Make sure they match what you previously entered into the Memo field.
If the accounts still are not in balance, scroll back in the account register looking for duplicate transactions. If you find any, keep the original and delete the other. Generally, if there are any duplicates, they will occur within the last 90 days.

3…If you want to take advantage of DC Bank Bill Pay: Make sure to enable it on the Online Services tab of Account Details in the box for Online Bill Payment. DO NOT set up Quicken Bill Manager. QBM is Quicken's premium add-on bill payment service which is different from the free Bank Bill Pay.

Let me know if you decide to change your connection to DC and how well this process worked for you.

Don Awalt · October 27

Hi @Boatnmaniac and thank you for the very detailed instructions! Actually, I did exactly what you stated here:

I already had a PIN from PNC. So I did deactivate the online part of the account (I just have 1 checking acct).
I added PNC Bank - Direct Connect as a new account
I entered sin and PIN. At this point though, is when it did throw me over to a web page to log in and authorize Quicken downloads!
It came back and successfully completed.

So it sounds like they have 'PNC Bank - Direct Connect' set up to use EWC_?

Don Awalt · October 27

@Boatnmaniac got it working! Check this web site that I discovered; on a hunch I tried the section "What if I inadvertently change from DC to EWC+?"

https://www.quicken.com/support/important-notice-quicken-users-pnc-bank-accounts-avoid-mistakenly-migrating-direct-connect/

First time I did it, I got an error - it said "Sorry not your fault" - did it twice. So then on another hunch, I started over, and I typed the PIN in wrong - immediately I got a screen that said you need to add a new PIN - which I did. It connected and completed adding the account as DC! I linked it to my checking account, I ran a OSU and no transactions downloaded (which there should not have been any), and the balance matched! All good! Thanks again, maybe these 'hunches' will help someone on top of your great explanation!

Screenshot 2024-10-27 at 11.00.58 AM.png

Boatnmaniac · October 27

https://community.quicken.com/discussion/comment/20459346#Comment_20459346

Thanks for the update. Good to hear that you got DC correctly set up now.

Also, thanks for posting that Support Article link. I had forgotten about it.

kebrein · October 27

Dumb question, how do you use PNC Bank Bill Pay from within Quicken once PNC Direct Connect is setup and working?

After replacing my corrupted Quicken file with a "clean version" and getting downloads to work again with PNC EWC+, I have now successfully (apparently) switched back to PNC Direct Connect with the clean file version. I have setup Bank Bill Pay on the Account Details page and it shows as "Yes" in the Online Bill Pay column, so I think everything is setup correctly.

I originally switched to Direct Connect to try and fix my PNC download / missing transactions issue. Now that those issues appear to be behind me, I would like to try the Direct Connect PNC Bank Bill Pay capability but can't find any instructions on how to actually set up bills to pay, initiate transfers, etc.? I do currently have some recurring bill pays set up through the PNC online banking website / app. If I begin using DC Bill Pay, can I continue using the PNC App too (probably just for bills already set up) or would it be better to switch all bills over to DC Bill Pay?

Boatnmaniac · October 27

@kebrein - There are no dumb questions. Some initial comments you might find helpful.

You can continue to use Bill Pay in your online account at PNC in parallel witn using DC Bank Bill Pay.
Payments already scheduled in your online account or will be scheduled there in the future will remain intact after you have set up and start using DC Bank Bill Pay.
Payments you make/schedule with DC Bank Bill Pay cannot be modified/edited/canceled in your online account. These things must occur from within Quicken.
Using the DC Bank Bill Pay feature will not and cannot be used to modify or delete any payments/transfers you have scheduled in your online account. That must occur within your online account.
DC Bank Bill Pay payments and transfers and payees will not be visible in your online account at PNC but they will be visible in Quicken.
Once payees are set up in Quicken, they cannot be edited but they can be deleted. If you need to make a change to a payee, you will need to set up a new payee with the changed information.

Since you have DC set up with PNC and have Bank Bill Pay enabled (showing "Yes"), then you've made some good progress. The next step is to set up the Payees that you will be making payments to.

Tools > Online Payee List > select PNC Bank as the Financial Institution > New (at the bottom left of the view).
Fill in the requested Payee information and click on OK. (Note: Use the mailing address, account number and phone number that is shown on the bills/statements you receive from them.)
Repeat #2 for other Payees that you might want to add to the List.
When you next run OSU, the Payees information will be uploaded to PNC and they will remain linked with PNC.

Now you are ready to schedule bill payments and transfers (between PNC accounts).

Option 1: Tools > Online Center > select the PNC account > Payments (or Transfers) tab > select the Payee (or account) from the drop-down > enter the Delivery Date (the date you want the payment to be received by the biller)…PNC will determine the Processing Date so do not enter anything in that field > select the Payee > fill in the appropriate information in the various fields > click on Enter which will enter the bill pay into the account register to be uploaded when you next run OSU or click on Update/Send to enter the transaction into the register, to run Update Now and send the command to PNC immediately.
Option 2: Manually enter the transaction into the PNC account register and in Check # field enter "Send" or, if it is to be a transfer between PNC accounts, in the Check # field select "Online Transfer" from the drop-down. When you next run OSU or Update Now the payment/transfer will be uploaded.

A few additional comments:

When bill payments have been successfully set up with PNC, the check number will be downloaded and added to the transaction in the account register.
When bill payments and transfers have been successfully set up with PNC, there will be a lightning bolt in the Check # field. Click on that lightning bolt to see the details of that confirmation from PNC.
PNC controls which payment method will be used…we have no choice in the matter. If the Payee you use is in their system and has EFT/ACH already set up with PNC, then PNC will use that method. If the Payee is not in their system or does not have EFT/ACH set up with them, then PNC will make the payment by mailed check.

Questions?

kebrein · October 27

@Boatnmaniac - Thank you so much for the explanation and instructions!!

arlingpj · October 29

I am continue to have issues with downloading PNC transactions. Quicken support told me there is still an open alert and that they are working on a solution. There is not an estimated date of a fix being released. This is not the service that I am paying for! After 30 years of using Quicken I am a very dissatisified customer.

PNC Download Missing Transactions

Comments

Categories