Betterment: simple versus complete tracking method

pilotdude

Hello all. I have the latest version of Windows Quicken Classic. Been using it for years. In fact, I have an IRA at Betterment and have been using that for years as well. My wife now has moved her IRA to Betterment, and I'm trying to get it set up just like mine, but it won't properly set to "Complete" tracking method.

Without the IRA being connected to Betterment, I can set the tracking method to Complete. But when I then activate downloads for it, Quicken changes it back to "Simple". In fact, there is a little info icon next to it that says "Betterment uses Express Web Connect, which means only simple tracking is available." Except that is a lie. Remember how I said that I had an IRA there as well, and have been using it for years? Yeah, it's set to "complete" tracking, and it also uses "Express Web Connect". I have no problems with that account.

So, what's the deal? Both accounts are using EWC, but one is set to 'simple' and I cannot change it, while the other (older) one is set to EWC but allows 'complete' (and the simple vs complete radio buttons are NOT grayed out in the dialog.)

Ideas? I really want 'complete', and I know I should be able to do it. The question is, how?

-tim

Quicken Anja

Hello @pilotdude,

Thanks for all the detailed information—it’s really helpful.

After looking into this further, our team has discovered that the difference you’re seeing is due to a recent change on Betterment’s end. Previously, their connection setup allowed for the Complete tracking method, which is why your original IRA account still retains that option.

However, Betterment has since updated their connection protocol. As a result, all new connections to Betterment now default to Simple tracking, and the option for Complete tracking is no longer available when setting up new accounts. This change originates from the financial institution, and unfortunately, it’s not something that can be adjusted from within Quicken.

We understand this may not be the outcome you were hoping for, especially if you preferred the Complete tracking method. We truly appreciate your patience and understanding as we navigate changes like these from our partner institutions.

Hope this helps clarifies things!

Quicken Anja

Hello @pilotdude,

Thanks for reaching out and providing such detailed context—that’s very helpful!

To better understand what might be going on, could you please clarify a few things?

1. Was your existing (older) IRA account at Betterment ever set up for downloads using a different connection method in the past (e.g., Direct Connect if this method was ever offered in the past) before switching to Express Web Connect?
2. Did you ever manually set the tracking method to Complete on the older account?
3. Can you provide a screenshot of what you are seeing after you attempt to set up your wife's account? 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.
4. Additionally, could you please provide your log files via Help > Report a problem so we can investigate internally as well.

Your answers will help us narrow this down further—especially since there seems to be a difference in behavior between the two accounts despite appearing to use the same connection method.

Looking forward to your reply!

pilotdude

Thanks for the reply, Anja. Let's see if I can answer your q's and see if we can make progress.

1. I don't believe there ever was a different connection type to Betterment. I'm not sure. I know for a long time Betterment didn't have online service, but once that got set up, I connected. I don't believe I've ever had to go in and make online changes.
2. It's always been 'complete' for me, even before connecting it to online services. Once connected, it has remained 'complete', even though the second IRA account gets switched back to 'simple' when initiating the online connection with betterment.

3.

As you can see, tracking method is available for my account, but not for my wife's, even though they're both connected with the same connection type. Note: I don't get a choice on connection type, I just go through the wizard and it does the rest after I put in the correct credentials.

4. I'll submit my logs as soon as I post this comment and reference this conversation thread. Thanks for any insight you can give! Let me know if any other screen shots would be helpful, etc.

-tim

pilotdude

@Quicken Anja Hey, just checking in to see if there might be any progress on this issue, or maybe insights into something I can do on my end to make this work the way I'd like. I did submit the logs as requested, so hopefully you were able to see those and hopefully they were helpful. :-)

-tim

Quicken Anja

Hello @pilotdude,

Thanks for all the detailed information—it’s really helpful.

After looking into this further, our team has discovered that the difference you’re seeing is due to a recent change on Betterment’s end. Previously, their connection setup allowed for the Complete tracking method, which is why your original IRA account still retains that option.

However, Betterment has since updated their connection protocol. As a result, all new connections to Betterment now default to Simple tracking, and the option for Complete tracking is no longer available when setting up new accounts. This change originates from the financial institution, and unfortunately, it’s not something that can be adjusted from within Quicken.

We understand this may not be the outcome you were hoping for, especially if you preferred the Complete tracking method. We truly appreciate your patience and understanding as we navigate changes like these from our partner institutions.

Hope this helps clarifies things!

pilotdude

Thanks @Quicken Anja, I appreciate the answer. Even though it's nothing that Quicken can change, I now have the information that will allow me to take it up with Betterment. I really do appreciate the response and letting me know my next steps! Have a great day!

Quicken Anja

Absolutely, you’re very welcome! I’m glad we could help shed some light on this for you.

Have a great day!