Can not log into the app

AdamSaad

when trying to log into the app it does not progress past the blue enter quicken passcode screen.

Quicken Kristina

Hello @AdamSaad,

Thank you for letting us know you're seeing this issue. To troubleshoot, if you haven't restarted your mobile device recently, please try restarting it, then test to see if the issue persists.

Please check your app store to see if there are any updates for the mobile app. If there are updates available, please update the app and see if that resolves the issue.

If the issue still isn't resolved, please try uninstalling and reinstalling the app.

Let me know how it goes!

stars62

I am having the same problem (for at least a year). I have restarted my iPhone, deleted/reinstalled the app. No change. It just doesn’t pop up a keyboard to enter my passcode.

Quicken Kristina

Hello @stars62,

Thank you for letting us know you're also encountering this problem. You mentioned this is happening on an iPhone. What kind of iPhone is it (for example SE3, iPhone 15, etc.)? Which iOS Version are you running (you can usually see this by going to Settings>General>About)?

Do you have any antivirus apps on your device? Do you use a VPN? Do you see the same screen as the original poster? If not, please provide a screenshot of what you see when you try to open the app (make sure to redact any personal data). 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 response!

stars62

iPhone 14 Pro Max

18.5 (was 18.4.1 and 18.4.2)

No Antivirus, No VPN

Yes, the same screen as above, but no virtual keyboard pops up for me to type in the passcode.

stars62

Another update —

If I use the Quicken Classic on my IPad, it can login, i see the accounts, but there are no transactions since 2021.

I backup my data from my PC to your cloud every time I exit the Quicken app on my PC.

Now that I accessed it from my iPad, when I started the app on my phone, it asked me to login. I logged in, and now I can see the same data as on my iPad. No transactions visible since 2022. The list of accounts is correct, and the balance is correct. But there are no transactions visible. If I set it to everything since 2021, i see transactions up to late 2021 and then nothing.

stars62

Another update — in the WIndows App I did a Mobile & Web, Cloud Sync (this took a long time, it looked the same as what happens whenever I exit Quicken on Windows).

Once it finished, I tried the Quicken Classic app on my iPhone — it again asked for a Passcode (like above with no keyboard)

Then I tried my iPad, it asked me for Touch ID (thats what my iPad has). THen loaded the data, and everything was there and up to date.

Then I went back to my iPhone (uses Face ID), it never did the FaceID, it just asked for a passcode with no keyboard. It's like it's looking for TouchID and not finding it, so asks for a passcode, but never shows the virtual keyboard.

Quicken Kristina

Thank you for your replies,

I forwarded this issue to the proper channels for further investigation and resolution. Please send us a problem report with log files attached by navigating to Help>Report a Problem (in your Quicken program).

If possible, please also send us feedback from the app. If you're able to get into the app on the device where this issue is occurring, tap the hamburger menu, then tap Help>Report an Issue.

While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

Based on your description of what happened when you logged in on the tablet, you might be able to work around the problem on the iPhone by forcing it to log out. To do that, go to www.quicken.com, hover over Sign In (near the upper right), then select My Account. In the My Account section, select Sign In & Security, then click the blue Sign Out of all Devices link.

Then, test to see if you're able to login on your iPhone app. If you are, then I'd recommend logging out of the app every time you use it, while waiting for this issue to be fixed.

We apologize for any inconvenience!

Thank you.    

(CTP-13143)

stars62

I sent a ticket via the Windows App. I can do nothing with the mobile app on my iphone, since that is the first screen I see and it wont go past it.

I tried the force logout on all devices. That also did not change anything.

Quicken Kristina

Thank you for the follow-up,

I added that information to the ticket along with the logs you sent.

Thank you!