Duplicate account names on iOS app

nomadintrovert

As you'll see below, there are a few accounts that show as duplicated on the mobile app. (iOS 18 on an iPhone 14) I don't see the same duplication on my QMac account. For the duplicated accounts, one of the two shows no transaction history while the other is current.

As a troubleshooting step, I made sure the app was on the current version.

Any ideas why this might be happening?

Quicken Anja

Hello @nomadintrovert,

First, please save a backup prior to performing any troubleshooting steps (just in case).

To start with, I suggest that you please try to reset the cloud from your desktop program by following the instructions below. Doing so does not affect your data file nor other Cloud Accounts (if applicable). 

1. Sign out of your Quicken Mobile app
2. Navigate to the Quicken dropdown menu 
3. Preferences... 
4. Mobile, Web & Alerts
5. Use the toggle button on the left to turn Sync OFF 
6. Click Disable Sync
7. Navigate to Connected Services
8. Click Reset (click Reset again on the pop-up box)
9. Once the Reset completes, navigate back to Mobile, Web & Alerts
10. Use the toggle button on the left to turn Sync ON
11. Click Enable Sync

Once that is done, go back to Mobile, Web & Alerts > Accounts 

to select/deselect the accounts as desired, then click Update. Once that completes, sign back in on the Quicken Mobile app, and see if the issue still continues to persist.

Let us know how it goes!

Quicken Anja

Hello @nomadintrovert,

First, please save a backup prior to performing any troubleshooting steps (just in case).

To start with, I suggest that you please try to reset the cloud from your desktop program by following the instructions below. Doing so does not affect your data file nor other Cloud Accounts (if applicable). 

1. Sign out of your Quicken Mobile app
2. Navigate to the Quicken dropdown menu 
3. Preferences... 
4. Mobile, Web & Alerts
5. Use the toggle button on the left to turn Sync OFF 
6. Click Disable Sync
7. Navigate to Connected Services
8. Click Reset (click Reset again on the pop-up box)
9. Once the Reset completes, navigate back to Mobile, Web & Alerts
10. Use the toggle button on the left to turn Sync ON
11. Click Enable Sync

Once that is done, go back to Mobile, Web & Alerts > Accounts 

to select/deselect the accounts as desired, then click Update. Once that completes, sign back in on the Quicken Mobile app, and see if the issue still continues to persist.

Let us know how it goes!

nomadintrovert

That appears to have worked! Thanks!

Quicken Anja

@nomadintrovert thanks for the update!

Glad to hear that worked for you. 🙂

reo1954

you state to: "Navigate to connected services"

Where is this exactly? I cannot locate

Quicken Kristina

Hello @reo1954,

Connected Services is in the Mac version of Quicken Classic. If you are using the Windows version of Quicken Classic and you're trying to reset the Quicken Cloud, you would navigate to Edit>Preferences>Mobile & Web.

Please note that if Sync is turned off, you will not see the Reset your cloud data link. You would need to turn Sync on, click OK, then navigate back to Mobile & Web to reset the cloud.

I hope this helps!

reo1954

thanks i see now, i am trying to resolve duplicate accounts on my iPhone & iPad

reo1954

well, now I got 3 of each account now?

Quicken Kristina

Thank you for your reply,

Since the cloud reset didn't correct the issue, the next step is 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 save a backup of your file. 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.

I hope this helps!

AllanM

this just happened to me. The only thing that worked was to delete the app from the iPad, which deletes all the quicken data on the iPad. Then reinstall the app and sign into quicken. That redownloads everything and it now looks correct.

Quicken Kristina

Hello @AllanM,

Thank you for coming to the Community and sharing the solution that worked for you!

Thank you!

Michael10@

Over the last several weeks, I have had the same problem. Ive been working to try to stop the multiple duplicate accounts from showing up on my mobile app . Note that numerous duplicate accounts have appeared for ALL my accounts in the mobile app (4 instances of each account).

Like AllanM, I found that uninstalling and re-installing the mobile app seemed to have worked (temporarily). The duplicates began showing up again within hours, however. Please help!

Quicken Kristina

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

We have forwarded this issue to the proper channels to have this further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files attached and (if you are willing) a sanitized copy of your data file in order to contribute to the investigation. Please make sure to include which version of iOS your device is using and what kind of mobile device (for example, iPhone 14) you are using in the description of the issue, since this will help our teams investigate the problem.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

We apologize for any inconvenience!

Thank you.  

(CTP-11708)