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Since AMEX re-auth, starting balance is wrong and auto updates not working

mrose1

Using Windows, latest Quicken Classic Deluxe R59.18 build 27.1.59.18. All was fine on 11/5/2024.

On 11/7, the One Step Update brought prompts that I had to sign in to American Express to re-authorize the Quicken connection. I was already on EWC+ since earlier this year.

I was able to successfully re-authorize the AMEX connection. I opted to link to the existing accounts.

Now, both my AMEX accounts have an incorrect starting balance. Correcting the starting balance causes a reconciliation problem as the reconciliation window shows an "online balance" of zero, which is incorrect.

AND I am not getting automatic transaction updates for AMEX or for Coastal Federal accounts. (I put up with months of manual updates for my Coastal accounts earlier this year, but that was fixed a few months back.)

I have restored back to 11/5 and can reproduce this problem. Screenshot below shows that the One Step Update is going back to the opening of the account, which is totally wrong.

Has anyone else seen this? I did not find much in my research so am posting here.

Thanks in advance for any help!

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SBJPLACE

As of this same date, my AMEX accounts will not connect to Quicken. I can't even get them to reactivate - even with different accounts, passwords, etc. All the other accounts are working, but none of the AMEX ones.

mrose1

I am sorry you are having a similar issue.

Quicken Support - any information you can supply would be helpful.

Quicken Kristina

Hello @mrose1,

The Community is a forum where users help each other and there are a handful of moderators like myself who can do some troubleshooting with you. Posts on the Community are not the same as contacting Quicken Support. A post is not a trouble ticket. If you prefer to contact Quicken Support directly, you can find their contact information at this link:

https://www.quicken.com/support/#contact-support

The first part of the issue you describe, with the opening balances changing, sounds like a known issue. For more information, please review this article:

https://www.quicken.com/support/why-did-my-opening-balance-change-after-changing-ewc-quicken-windows/

When an account is re-linked or re-added, I have sometimes seen Quicken show a huge number of transactions like that. Normally, Quicken recognizes what has already been downloaded and does not redownload everything again.

You mentioned that the reconcile window for your American Express accounts is showing an Online Balance of $0. Are you seeing that balance in the register for those accounts also? In a connected account, you'll see the online balance under the register on the left side.

You mentioned that you're not getting downloads with 2 different financial institutions (American Express and Coastal Federal). To troubleshoot that issue, please start by following the directions in this article on missing transactions/transactions not downloading:

https://www.quicken.com/support/missing-some-transactions-when-downloading-bank/

If those steps do not resolve the issue, for the American Express accounts, there is a known issue. Please follow these steps from this Community Alert:

Backup your Quicken file.
Deactivate all the accounts associated with American Express (AMEX).
Navigate to AMEX's website, (https://www.americanexpress.com/), look for third-party apps, and unlink Quicken. The steps to locate third-party apps within AMEX are below:
1. Sign in
2. Account Services
3. Security and Privacy
4. Manage third-party permissions
5. Revoke authorization for Quicken
After the accounts are unlinked, return to Quicken, and attempt to Add the AMEX accounts by using the "+" button.
Carefully relink your AMEX accounts with the corresponding Quicken accounts.

If the issue persists after you have followed these steps, please reach out to Quicken Support for further assistance.

@SBJPLACE,

Please provide more details about what is happening when you're trying to connect your American Express accounts in Quicken. Which connection option are you using?

Please describe the exact steps you are following when trying to connect. At what point are you getting stuck? Are there any error messages/codes?

I look forward to your reply!

SBJPLACE

Going to the individual account that no longer works, and clicking "set up online" (since they have all been disconnected). Takes me to the financial institution. Then when QUicken pops up again, it tells me the connection is not working. I can "try again" or "enter my transactions manually".

It also will not import the QFX file downloaded from the AMEX site.

However, I do have an 'airline Amex card' that IS downloading.

Quicken Kristina

Thank you for your reply @SBJPLACE,

Based on your screenshot, it looks like the problem is that your accounts are connected to a connection option that is no longer supported. To resolve this issue, backup your Quicken file, deactivate the problem accounts, then go to Tools>Add Account and follow the prompts, making sure to carefully relink your accounts to the correct names in Quicken.

Please let me know how it goes!

SBJPLACE

will try

SBJPLACE

Ok - this worked for now. I don't know what has been going on the past 6 months, but I have had to reload and reactivate my accounts more in the past 6 months than the past 4 years - and I've been using QUicken since the very beginning .

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear you were able to get your accounts reconnected.

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

mrose1

Thank, Kristina, for your help.

My accounts are now connecting and downloading. But the online balance for the first amex account is still 0. It shows this on the register and on the OnLine Balance window after pressing the Balances button on the Reconcile screen.

Any suggestions?

Quicken Kristina

Thank you for your reply,

If the Online Balance is showing as $0, then either the financial institution is sending incorrect information, or there's a file-specific issue causing it to reflect incorrectly.

To test this, please backup your Quicken file, deactivate the problem account, then reconnect it by going to Tools>Add Account, and following the prompts, but making sure to add the account as new instead of linking it to the existing. Once the new account is added, check to see if the Online Balance is correct, or if it's still showing $0.

Please let me know how it goes!

mrose1

Thanks Kristina. I followed the steps you gave but found that the adding the account as New only brought over tranactions from 2022 vs 2007, and many were without the category.

Since the original account was de-activated, I was able to manually update the balance and reconcile the account. I have re-connected the account and the balance is ok. So we'll see when there are new transactions to download.