Fidelity online center contact info is weird

SomebodyInGNV · September 24

This is what I see if I select contact info in the top menu of Tools> Online Center> Fidelity Investments. Who in the world is sjennings@aagcu.org?

Quicken Alyssa · September 24

Hello @SomebodyInGNV,

Thank you for bringing this up! I can totally see why that email would throw you off.

I would like to have you try refreshing the branding and profiling for Fidelity, and see if the information under Contact Info changes.

1. Choose the Tools menu > Online Center.

2. Select the financial institution you want to update from the Financial Institution dropdown menu.

3. Hold down CTRL+Shift+F3 on your keyboard and click Contact Info at the top of the Online Center.

4. Select the financial institution you want to update and click Refresh. The branding and profile information will be listed under the current status as "needs updating."

5. Click OK.

6. Click Update/Send, enter your PIN, and complete the update to get the latest branding and profile information for this financial institution.

Let me know how it goes!

SomebodyInGNV · September 24

The result is the same. In fact, the financial institution still says "needs updating", as does every other EWC+ financial institution. Only DC connections show being up to date.

Quicken Alyssa · September 25

Hello again @SomebodyInGNV,

Thank you for trying those steps and then coming to update us on how it went.

Can you please reach out to Quicken Support directly so they can further investigate this for you?

Thank you!

Smokey7422 · October 23

Today I discovered I have this very same issue. Same email address for some unknown person. I called support and all they could do is report the issue and now we wait.

Why would this even happen?

Quicken Alyssa · October 23

Hello @Smokey7422,

Thank you for adding to this discussion and letting us know you reported the issue.

I agree, it is a strange one. Hopefully, they can get to the bottom of it soon.

Thanks again!

mrzookie · October 30

I'm seeing the same thing, and chances are a lot of others would too if they looked for it. aagcu stands for Alaska Air Group Credit Union. I'd bet that its the first record in Quicken's FI contacts table. There's probably a glitch in the data Q is sending when it uploads the FI info to the local dbs, and for whatever reason, maybe the Fidelity record is damaged or whatever, it's defaulting to the record at the top of the contacts table which is aagcu.

[edited incorrect name, and for clarity]

Bob. · October 31

I, of course, have the same in QWIN. But, where is the contact info or online center in Qmac?

Quicken Alyssa · November 2

Hello @mrzookie & @Bob. ,

Thank you both for adding to this discussion.

To clarify, are you both seeing that strange contact info for Fidelity? Or are you both also seeing that Contact info is now greyed out except for Direct Connect connections?

@Bob.,

There is no online center in Quicken Mac.

Looking forward to your responses.

Bob. · November 2

Strange Contact, Alyssa in QWIN.

Is the contact info anywhere in Qmac? Other than what is in the Payee?

mrzookie · November 2

https://community.quicken.com/discussion/7966377/fidelity-online-center-contact-info-is-weird

I see exactly what OP posted - Fidelity web address with email for sjennings@aagcu.

Running Q Classic Premier on WIN 11 r64.25. Nothing grayed out. I no longer have any DC connections. Contact info for all other FIs is correct (there are no email addresses listed for any of them).

nmestanas · November 2

Mine too. aagcu.org is the Alaska Air Group Credit Union (AAG owns Alaska and Hawaiian airlines).

All my FI's show profile and branding "needs updating". Selecting Refresh and Update/send doesn't change the status. Validate/Super Validate reports no errors, all consistency checks pass.

Quicken Alyssa · November 3

Hello All,

Thank you all for adding to this discussion.

We will be forwarding this issue to the proper channels to have this further investigated. However, we request that you please navigate to Help > Report a problem within your Quicken program and submit a problem report with log files and screenshots attached in order to contribute to the investigation.

Once you have sent over your logs, let me know so I can get them added to the ticket.

(CBT-909)

nmestanas · November 4

Report Sent!

SomebodyInGNV · November 5

Interestingly, some financial institutions have a "Quicken Info" tab. Others don't. There doesn't seem to be a correlation between those having that tab, or not, and the erroneous contact info.

Quicken Alyssa · November 6

Hello @nmestanas,

Thank you for following up.

I have added it to the ticket!

Quicken Alyssa · November 25

Hello All,

For anyone who is still experiencing this issue, please navigate to Help > Report a problem > Send to Quicken from within your Quicken program and submit a problem report with log files attached.