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Credit card transactions missing from download to Quicken

b.a.teller

Four transactions in date order from my most recent credit card statement from CapitalOne did not download. This account is only one year old. Why? I've been reading about problems others are having. Quicken is causing too many problems without resolutions. [Removed - Violation of Community Guidelines]

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Quicken Jasmine

Hello @b.a.teller,

Thanks for reaching out!

To help us investigate what’s happening behind the scenes, please send us your log files so we can review any internal errors related to this connection. Here’s how:

In Quicken, go to Help > Report a Problem.
Check the boxes for:
- Include log files
- Include screenshot (if applicable)
In the description, mention "Missing Capital One credit card transactions".
Click Send to Quicken.

Once you’ve submitted the report, just let me know here and I’ll take a look.

b.a.teller

Sent.

Quicken Jasmine

https://community.quicken.com/discussion/comment/20487696#Comment_20487696

Thanks, please allow me some time to review!

b.a.teller

Jasmine, I never received a response to this issue.

UKR

While we're waiting for @Quicken Jasmine to review the log files …

What is the date range for these missing transactions?
When is the last time prior to the day you had the problem that you were downloading transactions?
What method are you using to download transactions? One Step Update or Update Now? Download a QFX file from the bank?
What were these transactions about? For example, charge and immediate refund of same amount? Credit card payment?
Have you had problems downloading and tried again? (Once downloaded and processed in Quicken, then deleted and redownloaded … won't work)

b.a.teller

QuickenForum_2025Reconciliation Question.pdf

Apparently I am far from the only user with the same issue. I too had to go back 5 years due to illness/injuries to enter bank and credit card data. My credit cards were stolen while hospitalized, so only one new card was reissued, making a mess of them. I only download two credit card accounts (one of which I just got in November) plus Fidelity. Having made some progress, suddenly Quicken added 9 MILLION dollars to my total without it showng up in any accounts, as stated by another user in the attached document. I've used Quicken for more than 30 years. Apparently Quicken has not made any successful attempts to resolve this issue in at least 5 years according to the posts I've attached which are only 2 of many. Why not?

In response to UKR,

What is the date range for these missing transactions? - At least back to 2019.
When is the last time prior to the day you had the problem that you were downloading transactions? - 2019.
What method are you using to download transactions? One Step Update or Update Now? Download a QFX file from the bank? - One-Step Update.
What were these transactions about? For example, charge and immediate refund of same amount? Credit card payment? EVERYTHING. Bank transactions posted manually; downloaded credit card transactions
Have you had problems downloading and tried again? (Once downloaded and processed in Quicken, then deleted and redownloaded … won't work). - Yes; and I was instructed by tech support to use 'reset' to redownload credit card transactions, so I am sorry, but I believe your statement is incorrect… Doing that downloaded more transactions than previously.

I am paralyzed with fear to use Quicken for concern of making things even worse! I am a disabled, ill, widowed senior citizen with no family or friends who use Quicken to help me. I'm afraid I will die before this is resolved.

Quicken Jasmine

Hello @b.a.teller,

Thank you for following up — I truly understand how frustrating and overwhelming this experience has been, especially given your circumstances, and I appreciate your continued patience.

At this point, I’d like to ask that you submit a fresh set of log files through Help > Report a Problem in Quicken. Quicken logs are dynamic — they only capture recent activity and error messages from your current session and the most recent connection attempts. Since it has been several weeks since your original submission, the log data we received earlier may no longer reflect the current state of your account connections, recent download attempts, or any changes made (such as resets or account reauthorizations).

Please Follow These Steps:

In Quicken, go to Help > Report a Problem.
Check the boxes for:
- Include log files
- Include a brief description: Please reference “Missing Capital One credit card transactions—follow-up logs.”
Click Send to Quicken.
Once submitted, reply here to let me know —I’ll prioritize reviewing your updated report.

I understand you’re feeling discouraged and concerned about data integrity. While I cannot undo the confusion you’ve experienced, I assure you I will do my best to get this properly escalated and reviewed with the most current information. We’re here to support you.

b.a.teller

I'd deleted the account with the 11 million dollars, so the only ones I can find don't have the errors in the Cap One account. Also, I'm confused about which of the multitude of log files I should copy. I haven't entered anything into Quicken since my last submission because I don't want to waste my time getting more errors! I was told by phone support that I could not export credit card data to a new account, so I don't want to lose what I have. I have backups with 9 million; 3 million, etc. Each time I open a file, it adds that date to it, making it impossible to identify! I've never used Excel, so exporting data to an Excel file is impossible… My records are so messed up now, nothing is correct!

b.a.teller

b.a.teller Quicken Windows Subscription Member ✭✭ June 14

This discussion has been closed.

I don't think closing a discussion as resolved without providing help is appropriate. I've used Quicken since 1992. Now I'm alone, old, sick, and can't get any help from the forum or Quicken support. I would likely die before I could reconstruct my files. Deleting the botched credit card file didn't have any effect on the 11 million total! I've never used Excel because I never needed it. I found the Windows Forum and learned I am far from the only user with similar problems, all starting around 2021, and Quicken has not fixed them in all that time. Why not? I realize the forum is not the official Quicken website, but this isn't right… How can I get help? Please.

[Merged Post]

Quicken Jasmine

Hello @b.a.teller,

Thanks for reaching out again, I do apologize for the delay and the frustration caused.

I have sent you a direct message. Please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.

I look forward to hearing from you!