Schwab 529 accounts not downloading

Question

I've have several Schwab 529 accounts for over 15 years. Until recently I have been able to download the account totals. A while back I had a problem with a 401K account and Quicken Technical support had me make change several settings to solve the problem. One side result was that Quicken no longer downloaded totals from my 529 accounts.  I've had several unsuccessful discussions with Quicken technical support in an attempt to solve the problem. On a recent call the support rep created a tech support ticket (Problem number) in an attempt to help solve this problem. After several weeks with no feedback I called support again. And after 1 1/2 hours on the phone with no results I was informed that  Quicken no longer supports downloads of amount totals from 529 accounts.  Anyone have a suggestion or also experiencing the same problem?

Quicken Jasmine · Answer

Hello @BobShoberg,

I have taken the time to further review your interaction and can see that your issue was escalated. Our escalations team did do an investigation while you were on the phone with Quicken Support. After a thorough review, we confirmed that Quicken does not currently support these types of accounts. Furthermore, Schwab does not provide detailed information for these accounts, and as you may have noticed, the bank platform itself does not display such details either.

As a workaround, you can manually adjust the opening balance to reflect the correct balance for each account. However, please note that the accounts will continue to display in the current format.

We appreciate your understanding and are here to assist if you have any further questions or need guidance with this adjustment.

BobShoberg · Answer

Hi Kristina.  The Quicken ticket number is 11398032.   As for troubleshooting steps, we reauthorized my accounts multiple times, cancelled and re-established both 529 accounts. On several calls I authorized screen sharing and followed the instructions provided by tech support.   The 529 accounts have never showed individual transactions, just account totals (which was fine).  There have never been any error messages and when I open the account I see the following message on top of the page. It appears that Quicken thinks the account was updated but the account value shown is zero

Quicken Kristina · Answer

Hello @BobShoberg,

To assist with this, please provide more information.  You mentioned you've spoken with Quicken Support multiple times. Do you have any of those ticket numbers handy?

You mentioned that your 529 accounts are no longer downloading.  What troubleshooting steps have you already gone through with Support?  Are you seeing any error messages/codes when you try to update your accounts?

I look forward to your response!