Alaska 529 bug?

Shapquit
Shapquit Quicken Mac Subscription Member ✭✭

Hi,

I was able to successfully add https://www.alaska529plan.com as an institution. Quicken found the two accounts I have there and added them. However, only one of the accounts shows holdings. The other one is in my sidebar, but with a zero balance and no holdings.

Answers

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @Shapquit,

    We appreciate you bringing this to our attention!

    To start with, I recommend creating a new (test) file and try adding the account there to see if you receive the same result. Doing so will help us determine whether this is being caused by the financial institution, or by an issue specific to your current data file. You can switch back to your original file afterward.

    If needed, please, review this support article for instructions on how to create a new file and how to switch back to your original file afterward.

    Let us know how it goes!

    -Quicken Anja
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  • Shapquit
    Shapquit Quicken Mac Subscription Member ✭✭

    Hi Anja,

    Just tried what you suggested and got the same result. The two accounts are added, but only one of them shows holdings.

  • Quicken Anja
    Quicken Anja Moderator mod

    Thank you for following up!

    Based on this result, it seems likely that the issue originates on the financial institution’s end, possibly due to data not being sent through their servers. I recommend reaching out to them directly for assistance. Additionally, it may be helpful to request to speak with a Tier 2 agent or a supervisor, as they are often more familiar with third-party programs like Quicken.

    I apologize for any inconvenience! Thank you.

    -Quicken Anja
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  • Shapquit
    Shapquit Quicken Mac Subscription Member ✭✭

    OK. I can try that.

    However, I have to say that this seems like an issue that Quicken should manage. Doesn't seem appropriate to ask paying customers to troubleshoot these connections, which are fundamental to your software.

  • Quicken Anja
    Quicken Anja Moderator mod

    I completely understand your perspective and agree that ensuring reliable connections is critical to your experience with Quicken.

    In this case, financial institutions play an essential role in maintaining these connections, as they manage the transmission of data to Quicken. Reaching out to them can help ensure the issue is addressed from their end, as they may be able to resolve it directly or provide additional insight.

    That said, if you encounter any challenges or the issue persists after contacting your financial institution, please don’t hesitate to let us know. We’ll be happy to work with you to find a resolution.

    Thank you!

    -Quicken Anja
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  • jacobs
    jacobs Quicken Mac Subscription SuperUser, Mac Beta Beta

    I have to say that this seems like an issue that Quicken should manage. Doesn't seem appropriate to ask paying customers to troubleshoot these connections, which are fundamental to your software.

    I'm not here to defend Quicken, but think about this… You say that one of your accounts is working correctly. Wh ice means that Quicken's software and connectivity action to the financial institution appear to be working correctly. But your other account isn't downloading transactions. (and you've tried this in a new file for testing.) That surely seems to point at some problem with the financial institution, not the Quicken software, since the one account works fine. So if it's something specific to your account, or the type of account, it's something only the financial institution can fix. Quicken doesn't have your accounts, so if they ask their connectivity provider to run a test of connectivity, it will work because — as we know from one of your accounts — it does work. So unless you gave Quicken your login credentials, I don't see how they could test your specific account to see what's going wrong. Whereas at the financial institution, they might be able to look in their system to see what's different between these tow accounts, of to check their server's logs to see what happens when you attempt to connect and download.

    Quicken Mac Subscription • Quicken user since 1993