Updated account with new card, doesn't seem to have taken- where did my info go?

EllenC
EllenC Quicken Mac 2016 Member ✭✭
edited April 2 in Signing In, Passwords, and Activation (Mac)

I updated my subscription with a new/different card yesterday as my previous had been compromised. Today I got messaged that my subscription expired. My account does not show my new card- I am wondering now where did the update go? I updated through my Quicken App. not clicking on email. I hope I didn't also got hacked through Quicken somehow? This is so frustrating. Quicken help is closed until tomorrow. I called & temporarily blocked my card to protect.

Answers

  • jacobs
    jacobs Quicken Mac Subscription SuperUser, Mac Beta Beta

    Quicken chat support is open on the weekend, until 5 pm Pacific time, if you want to try to get this taken care of today. Click Support above and scroll down to find the blue Contact Us button; click that and you'll see Chat available.

    Quicken Mac Subscription • Quicken user since 1993
  • EllenC
    EllenC Quicken Mac 2016 Member ✭✭

    Thank you- I tried Chat, it was useless in this instance. It just kept spitting out canned responses to my questions, most of which did not show up on my Quicken when I tried to do what instructions it gave. Of course when I said that it didn't show up they just res-pit out the same thing. You don't get a human.

  • jacobs
    jacobs Quicken Mac Subscription SuperUser, Mac Beta Beta

    @EllenC It sounds like you connected to the Support page's "Quick Assist", which is indeed an AI-powered virtual assistant. Chat Support is different; you are talking with a human. Make sure you get to the "Chat With us" button:

    Screenshot 2025-03-23 at 6.49.35 PM.png

    and not the Quick Assist chatbot:

    Screenshot 2025-03-23 at 6.50.47 PM.png
    Quicken Mac Subscription • Quicken user since 1993
  • EllenC
    EllenC Quicken Mac 2016 Member ✭✭

    Thank you! Sadly that is the button I clicked- the first one "Chat with us" I'm wondering since it was a Sunday? At any rate I am calling them right now. Thanks so much for your feedback!!!!

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    https://community.quicken.com/discussion/comment/20482856#Comment_20482856

    Just checking in!

    Were you able to contact Support?

    Let me know!

    -Quicken Jasmine

    Make sure to sign up for the email digest to see a round-up of your top posts.

  • EllenC
    EllenC Quicken Mac 2016 Member ✭✭

    I got through to support but she couldn't give me any real answers. I think there is something funky with the website in that if you enter your information on one tab it doesn't go anywhere but if you enter it on another it works. Problem is the first tab looks like it should work, hence my confusion. Sadly I don't remember which was which at this point and to be perfectly honest I'm so burnt out with all this I don't want to deal with it anymore.

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