Unsupported transactions on the cloud?

Question

Has anyone seen this error? This is an account that for years I have been able to download transactions. To the best of my knowledge, nothing has changed.  For some reason they have stopped. I first noticed this problem in the beginning of March. When I tried to "refresh" the online access I get the message below.  I have been in contact with the financial institution (Fidelity) and found that I could download transactions if I created a new Quicken file. I believe I have some issue with my existing Quicken file that is preventing downloads. Other accounts from the same financial institution are downloading transactions without a problem. It appears to be a problem with just this one account.  I have also tried to "deactivate" online service and then add it back in to my quicken file but it still does not download the recent transactions.

bassemir · Answer

Thanks Jasmine, I did find a hidden account with the same account number and a different name. This hidden account appears to be the Fidelity account from the years 2007 - 2014. It has a zero balance.  My problem account is from 2015 to present.  So I am guessing back in 2104 I moved the funds into the a new account (the problem account).   I prefer not to delete the account because I would lose that history, but maybe I need to do that if I can not merge the two accounts.

I tried to remove the account number from the hidden account and refreshed with a on step update but that did not bring in the March transactions.

How do I merge accounts?

Quicken Jasmine · Answer

Hello @bassemir,

Thank you for your follow-up. Just to clarify, when I mentioned reconnecting, I was referring to the affected account, not the logs. Since the issue seems isolated to this specific account while others at the same financial institution are updating normally, it does suggest something unique to this account’s setup within your Quicken file.

I appreciate you checking the Cloud Sync settings. Since turning it off did not resolve the issue, and resetting the account led to the incorrect account being suggested, that indicates a possible data mismatch. The fact that transactions do download after you manually select the correct account suggests that Quicken is struggling to maintain the proper account link.

First, please check for hidden/duplicate accounts. Go to Tools > Account List, enable Show Hidden Accounts, and see if there is another version of this account that might be interfering with the connection. If you find one, it may need to be merged or deleted.

Let me know!

bassemir · Answer

Thanks for the response Jasmine. My follow up comments are below:

I took a look at the logs that you submitted recently and it appears that the account was disconnected when the logs were sent.  Have you been able to reconnect it? Response: I don't know how to "reconnect" the logs.  I am able to connect to the financial institution during the update and other accounts from the institution are getting updated. If there is something I can repeat to capture log information, let me know.

I would first ask whether Cloud Sync is currently turned on for your Quicken file. If it is on, does turning it off stop the error and allow the account to download transactions? Response: I went to Perferences- Mobile & Web - Sync was turned on.  I turned it off and tried a One Step update. New March transactions were not downloaded.  I went to Edit Account Details - Online Services and did a Reset Account. I was prompted to select the correct account (the one listed was not correct)

The listed account was not the correct account. I always get this message. I don't recognize the account it suggests.  I selected the correct account from the list and clicked OK. I got the same messaged

If I select continue now transactions are downloaded.

Another factor to consider is whether you have any scheduled reminders set up for this specific account. If you do, are any of those reminders transfers to or from another account? Response: I have no reminders set up with this account.

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