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Issue with some of my VOYA accounts not updating

dmurad53

I have 6 retirement accounts with VOYA Financial. 3 for myself and 3 for my wife. Up until about 1/10/25 all accounts would update when requested. Shortly after 1/10/25 only my wife's 3 accounts will update while my 3 accounts have stopped updating. Nothing has changed on our end. It doesn't seem to be a VOYA issue - reason - some updates work. Baffled by this. Has anyone seen this recently ? Suggestions ? All 6 accounts update on the Quicken Classics version on my iMac.

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Comments

Quicken Kristina

Hello @dmurad53,

Thank you for coming to the Community to let us know about this issue! To help troubleshoot, please provide more information. You mentioned this is happening on your iMac, but you posted in the Quicken Classic for Windows section of the Community. Are you encountering this issue in Quicken for Windows or Quicken for Mac?

Are you seeing any error messages/codes when you try to update your accounts? If you aren't seeing any errors, what behavior are you seeing? Are all 6 accounts under the same login credentials, or are your accounts and your wife's accounts under separate credentials?

I look forward to your reply!

dmurad53

The issue is with Quicken Classic for Windows only. The credentials are different for each of our accounts. There are no error codes that show up. No odd behavior other than my accounts do not update. Updates for my accounts just stopped for no apparent reason. Quicken Classic for Mac works just fine.

Quicken Kristina

Thank you for your reply,

To start troubleshooting this issue, please backup your Quicken file, deactivate the problem accounts, then reconnect them by going to Tools>Add Account, and follow the prompts, making sure to carefully re-link them to the correct nicknames in Quicken.

Please let me know how it goes!

dmurad53

Thanks I'll give it a try

dmurad53

Your suggestion worked. Maybe to pass along to other administrators, I called Voya to discuss the issue and nobody knew what I was talking about. I am finding that is generally the case with many of my accounts with different financial institutions

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear that deactivating and reconnecting the accounts corrected the issue.

Typically, if it's necessary to talk to a financial institution about connection issues between them and Quicken, you will have better luck asking for a supervisor or a higher level of technical support, since those are the people most likely to be familiar with integration with 3rd party applications, like Quicken.

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