Missing security

Jeffrey Jones

In February, I sold all shares in one security and then a few days later bought shares in another that I have never held before. I did this in two accounts at Schwab. The sold shares were removed. The new security was never added in either account. I just discovered the were missing today. I use Quicken's Simple Investing feature.

I did a Download Positions and they still did not appear. For one of the accounts I did an Update Share Balance and added the shares I bought in February. I did a Download Positions again with Schwab and the share balance for the account updated with the correct amount reflecting reinvested dividends. The the missing shares for the other Schwab account also updated and were now correct.

Why did the new position never appeared? Has anyone else experienced this before?

Quicken Kristina

Hello @Jeffrey Jones,

Thank you for reaching out to the Community with this issue. To be able to better answer your questions, please provide a bit more information. Which security wasn't appearing in Quicken? Were you able to see that security in your Security List (Tools>Security List), or was it not in your Quicken file at all? When you did the Update Share Balance, did you have to add the security to Quicken, or was it already listed in the dropdown?

Was your cash balance already reflecting correctly, or did you have to adjust the cash balance also?

I look forward to your response!

Jeffrey Jones

Kristina,

The security was SPHY which is the Spider High Yield Bond ETF. I did not check the security list but I did have to add it when using Update Share Balance. I opened a backup from 3/12/2025 and the security was not on the Security List. The balance of the accounts were not correct until I fixed this issue. I have been using Simple Investing feature since 1/1/2024 and this is the first time I encountered this. I would have to look at my trades to see if I ever bought a security for the first time since 1/1/2024. Let me know if you want to know this as it will take some time to figure that out. I do not have any backups that go back to when I made this trade.

Quicken Kristina

Thank you for your reply,

So that I can check the information that the financial institution sent to us, please navigate to Help>Report a Problem and send a Problem Report with log files attached.

If you recall the date the sell transactions downloaded into your Quicken, providing that information would also be helpful.

Thank you!

Jeffrey Jones

Kristina,

I submitted the report as your requested. Thanks.

Quicken Kristina

Thank you for your reply,

I reviewed the logs and can see that Schwab sent the data for those purchases to Quicken on 14 Feb. Since the data was sent to us, and you said that the balances were wrong until you manually added the holding, that indicates it most likely was a cloud issue (which a cloud reset would likely have fixed). If you recently deactivated/reactivated the accounts, it's also possible that the information downloaded into an incorrect account, and didn't download again into the correct account once reconnected.

I hope this helps!

Jeffrey Jones

Kristina,

Cloud reset? What is that? The accounts were not deactivated/reactivated. Perhaps….there is a bug. Sounds like all speculation to me which is not an answer. I was able to fix the data and have spent my time as a courtesy to Quicken in case it is a bug. If it is being dismissed, I will not bother next time. BTW, I am a programmer and I am not tolerant of speculative answers because they are not answers, only guesses.

Quicken Jasmine

Hello @Jeffrey Jones,

I completely understand your frustration, and I really appreciate you taking the time to provide details and submit the report. I want to assure you that we are not dismissing the issue, and I value the effort you put into troubleshooting this on your end.

A cloud reset is a process that refreshes the Quicken Cloud data to ensure it syncs correctly with your desktop. While it may not be the cause of this issue, it’s sometimes a useful troubleshooting step when discrepancies like this occur. Since you’ve confirmed that the accounts were never deactivated/reactivated, that helps rule out one potential explanation.

That being said, the fact that the security data was sent from Schwab but never appeared in Quicken does raise a concern. Since you’ve already manually corrected the data, I won’t ask you to undo that work, but if you encounter this again, would you be willing to check whether the missing security appears in the Security List (Tools > Security List) before taking any corrective action? That could help us determine whether the issue is related to how new securities are handled in Simple Investing mode.

I really appreciate your patience and the time you’ve spent documenting this. Let me know if you run into this again, and I’ll be happy to take another look!