Cash Account added to VOYA ??

dmurad53

For some reason a "cash" account has unexpectedly been added to two of my VOYA retirement plans. This is the first time I have seen this happen. The other VOYA accounts I have are unaffected.

Have no idea why they are there. I did not add them. The amount added/subtracted in the cash accounts are affecting the total amount in the displayed in Quicken. This issue is only showing up on my Mac and not the PC version of Quicken that I have. Anyone else ever have this happen ?

Quicken Kristina

Hello @dmurad53,

Thank you for letting us know you're seeing this issue. To clarify, are you seeing these as separate accounts in your Quicken (like a linked checking account would be in the Windows version)? If that's not what you're seeing, would you please provide more information on exactly what is happening? If possible, please also include a screenshot, with any personal information redacted. If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.     

I look forward to your reply!

dmurad53

The "cash" is not a separate account but rather a part of the portfolio. It only occurs in 2 of our 5 VOYA accounts. In the 1st screen shot,the first 3 add up to what is actually in the account (from VOYA website). The extra cash amount (-$60,004.69) just showed up a few days ago. In the other screen shot which is another account, the 1st 3 add up to actual amount in the account. The cash amount ($19,862.46) is just an extra amount added to the account.

Quicken Kristina

Thank you for your reply,

Are there any transactions or placeholders that may account for these cash balances suddenly showing up? The screenshot below is a sample of what a placeholder transaction would look like in your register.

Was the cash balance for these accounts previously $0?

Thank you!

dmurad53

Not that I am aware of but I will take a look. The cash balance was never there.

dmurad53

No add shares found

Quicken Kristina

Thank you for your reply,

Are there any transactions that may account for the cash balances suddenly showing up? Please make sure you don't have any filters active that may be hiding the transactions.

If you can't find any transactions to explain it, then please send logs by going to Help>Report a Problem and sending a problem report with log files attached.

Doing so will allow me to check the log files to see if the issue is being caused by information sent to Quicken by the financial institution. If possible, knowing the exact date these unexpected cash balances showed up will also help.

Thank you!

dmurad53

I will check when I get home Thanks for your reply. The transactions showed up April 4

dmurad53

all necessary files have been send. There will be 2 reports - one for each VOYA account that I am having issues with

dmurad53

any updates ?

Quicken Kristina

Thank you for your patience,

I reviewed the logs that you sent.

It appears that your Voya accounts are manual, and not connected for automatic downloads through One Step Update. Did you temporarily deactivate those accounts, or have they always been manual?

I was able to find those cash balances reflecting in the HTTP log, starting on 10 April. Was there anything that happened on the 10th that could have caused those balances to appear in those two accounts?

Thank you!

dmurad53

The accounts were always automatic never manual. There was a transfer of funds from one of the accounts to the other. How can I correct this ?

dmurad53

The connection is listed as Direct Connect in the account settings

dmurad53

Is there a way I can correct this error ? Thanks for your time

dmurad53

The transfer event that took place in early April that might have triggered this issue had also been done 2 times in the past 2 years - both with no problems.

Quicken Kristina

Thank you for your reply,

Considering that our tools show your accounts are manual, and you're seeing them connected on your end, it may be that the accounts are out of sync with our servers, and that might be what is causing the problem.

To troubleshoot, please backup your file, then deactivate the accounts, and reconnect them by navigating to Accounts>Add Account and following the prompts. Once you get to the add/link screen, please make sure to carefully relink your accounts.

Please let me know how it goes!

dmurad53

Thanks I'll give it a try

dmurad53

The suggested method did not work.

dmurad53

Came across something - the -$60004.69 is the exact amount in the "cash" portfolio. Maybe change the amount to $0

Screen Shot 2025-04-18 at 7.21.53 PM.png

Quicken Kristina

Thank you for your reply,

Adjusting the balance may help. It will basically add an adjustment transaction to your register.

Please let me know how it goes!

dmurad53

That seems to work for both of the accounts. I will monitor the transactions this week and let you know if anything changes. Thanks for your time.