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Voya Financial - Account Mismatch

Zoolook

My wife's 401(k) got moved here recently and after setting up, Quicken said it could track balances only, OK fair enough, and it worked for aboout 3 days. For the last week it has this error:

Please try again later.

Care Code: FDP-106

Details:
ACCOUNT_MISMATCH
Account not found. No accounts returned - case 106

I've tried resetting the account, re-authorizing the account, deleting and starting again, and all I get it this error. Logging into Voya directly does show the account and holdings.

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Quicken Anja

Hello @Zoolook,

Just to confirm, have you already followed the exact error-specific troubleshooting instructions provided in this support article without skipping any steps?

Check back and let us know! Thank you.

Zoolook

https://community.quicken.com/discussion/comment/20464015#Comment_20464015

Yes, just with the caveat that 1) I had no other accounts at this institution so step 1 didn't apply, and 2) there were never transactions available for this account so the "settings" is at the top of the portfolio not in the bottom right.

But yes, I deactivated the account, quit and tried to add as a new account, and have done it again for good measure. This is the exact message I get (attached)

I have reported the error but haven't heard anything back so far.

Quicken Anja

Thank you for following up with additional details and screenshots.

Next, I suggest try deactivating the account(s) once again, except before you reactivate them, remove the saved login credentials from the Keychain Access app. However, before doing so, I do recommend saving a backup of your data file first (just in case).

Open the account register and navigate to the Settings gear on the bottom-right corner
Click on the Downloads tab
Click Disconnect Account (if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
Quit Quicken
Open Finder and navigate to Applications > Utilities > Keychain Access app
On the left panel in the Keychain Access app, select Login and select Passwords at the top
Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
Quit the Keychain Access app and reopen Quicken
Navigate to Accounts > Add Account...
Use the search field at the top of the list to find and select your financial institution and click Continue
Follow the prompts to sign in using your login credentials associated with the financial institution
If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken

Let us know how it goes!

Zoolook

https://community.quicken.com/discussion/comment/20464086#Comment_20464086

Tried this and the same result - I had previously done this actually and even changed the password, same result. It's not an authentication issue, it seems to be something else.

Quicken Anja

Thank you for following up.

I will go ahead and forward this issue to the proper channels to have this further investigated. I can see you have already submitted a problem report with log files attached via Help > Report a problem. Thank you for doing so as this will contribute to the investigation. It would also aid the investigation to include a sanitized file when submitting the problem report. A sanitized file is a data file that removes personally identifiable information so you can comfortably share this file with the Quicken team.

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

Thank you!
(CTP-11665)