Discrepancy between Quicken Windows and Mobile/web

MichaelCortese

My US Treasuries show different values between Windows and Mobile. And it is not a few dollars difference, it is thousands of dollars.

I'll add at the bottom of the screen for the security it says last updated 2 months ago. This is a heavily traded security so that shouldn't be the case. It shows no data for the security other than the price.

I tried to contact support, but that is useless and I wound up in a loop.

Quicken Kristina

Hello @MichaelCortese,

To assist with this issue, please provide more information. When did you first notice this issue? If you have more than one Quicken data file synced with the Quicken cloud, did you verify that you were looking at the correct file? You mentioned you tried contacting Support; do you have a ticket number? If you weren't able to contact Support, could you provide more information on what happened?

If you haven't already done so, I recommend that you start troubleshooting by resetting the Quicken Cloud. To do this, in your desktop Quicken program, go to Edit>Preferences>Mobile & Web, click the Reset your cloud data link, and follow the prompts. Note: If you do not see the Reset your cloud data link, then you likely have Sync turned off.

Once the cloud reset completes, log back into the mobile app and check to see if the issue is resolved.

I hope this helps!

MichaelCortese

I noticed it months ago. I made a post about it on here (https://community.quicken.com/discussion/7950449/getting-us-treasury-bonds-to-update-in-the-mobile-app-like-the-desktop-app-edit#latest) a while ago.

I reset the cloud data, signed out and back in. I used scan to sign in in the mobile app and there is a bug in the mobile app where some of the text is in Spanish (or some other language). It seems to have fixed the US Treasuries but other ETFs and Mutual funds are off (but much less). I'm not sure why after a complete reset/sync there is any variance. The markets have been closed for hours. The quote in the mobile app does not match the desktop price. The share numbers are all correct.

When I try Chat with us under support it asks for a problem and then gives a bunch of useless topics. It never goes anywhere and is an endless loop.

Thanks

Quicken Kristina

Thank you for your reply,

There may be a little variance since quotes you see in the mobile app should reflect the value as of the previous day's close. Is that the cause of what you're seeing? If that isn't the cause of the variance you're seeing, I suggest you try manually resetting your cloud data by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

First, please proceed to save a backup (just in case). From there, create a new data file (click here to view instructions, and review the section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.

1. Go to Edit
2. Preferences
3. Quicken ID & Cloud Accounts
4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
5. Select the Cloud Account Name used for your main data file and click Delete
6. Type Yes and click Delete
   

After that, switch back to your main data file (click here to view instructions, scroll down and review the section titled: "How to alternate between multiple files"). 

Once your main file opens, resync your data by navigating to the Mobile & Web tab and clicking on the blue Get Started button, and then the blue Sync Now button and see whether or not the errors you were receiving persist. You can then also delete the new file you previously created as well as its cloud account.

If you prefer to contact Quicken Support directly for assistance, follow these directions to bypass the opportunities for self help that the website offers you.

When you click on Chat with us, ignore the textbox and click on Contact Us. Note: If you don't see the pop-up window or chat window, you may need to pause or temporarily disable your browser's ad blockers or pop-up blockers.

On the next screen, continue to ignore the textbox and click Chat Now or Call Now (depending on which you prefer).

If you click Chat Now, it will bring up a new window. Click on Chat with us.

I hope this helps!

MichaelCortese

The support thing you showed to click clearly says for "sales & renewals".

Example. SPTM price shows as $68.79 in mobile and $68.68 in desktop. $68.68 is the right price. I am not sure why Quicken cannot get that right. I don't think resetting XYZ is going to fix it! Are you telling me if I go in to the mobile app and haven't updated desktop (say I was on vacation for 2 weeks) that I am going to get incorrect data? Quotes should not be dependent on the desktop version.

MichaelCortese

Thanks for the response. The mobile doesn't work that way. The app updates quotes all day long for stocks and ETFs while the market is open. Mutual funds are only update at EOD and I am not sure of other securities like US Treasuries. That happens even if Quicken desktop is closed. It doesn't have to do with the sync. If I go into the app every hour the quotes change on the relevant securities.

Quicken Kristina

Thank you for your replies,

Please verify that you have the most current version of the app by checking the Google Play Store or the App Store (whichever is appropriate for your device) for updates. If there are no updates, or you update the app and the issue persists, I recommend that you contact Quicken Support directly since they have access to tools that we on the Community can't access and they are able to escalate the issue if needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance!