Account balances incorrect

Question

I have two credit card accounts that will not show the correct balance due in Quicken Mobile (Android). The desktop shows the correct amounts. I have reset cloud data, removed the affected accounts from sync and again reset cloud data then restored them, and I have created a dummy file and removed the original file from the cloud and then created a new cloud copy of the original file and I have uninstalled and reinstalled Quicken Mobile. Validating the file on the desktop shows no problems. All other credit card, checking and investment accounts in the file show correctly on both the desktop and mobile. Only those two accounts are off. Both indicate an amount on the oldest entry showing an adjustment which is the amount of the error. Does anyone have an idea of how to correct this very irritating problem?

Thanks for putting up with my rant.

Quicken Kristina · Answer

Thank you for the follow-up,

I'm glad to hear you resolved the issue, and thank you for sharing the solution you found!

If you need assistance, please feel free to reach out!

schmieg · Answer

The ending balance was incorrect in both accounts. If you went back to the first entry in the accounts, it showed the incorrect balance which carried through to the current date. The first entry had added in the display "Adjustment" and then the amount that started the entire problem. Deleting and re-entering that entry resulted in the same thing being added to it.

I did finally solve the problem. I exported all entries in the two affected accounts and then deleted those accounts in the Quicken file.I then created another temp Quicken file and deleted the old cloud file and turned off syncing. I returned to the original file and recreated the accounts there and downloaded all data from the banks. I then deleted the newly downloaded data and imported the previously exported data to the new accounts in the file. I re-enabled Syncing and made sure the new accounts were included. The information in the Mobile App then appeared correctly. I have waited for a couple of days before posting this to make sure the problem did not return and, so far, everything looks correct.

Quicken Kristina · Answer

Hello @schmieg,

Thank you for reaching out!  To clarify, is the incorrect balance showing in the account itself, or in the Bills & Income tab for those credit cards?  If the incorrect balance is showing in the account itself, is it the Online Balance that is wrong, or the Ending Balance?

You mentioned seeing an adjustment as the earliest entry that is the same as the discrepancy in amount.  Is that adjustment in the Desktop version of the account also, or exclusively in the mobile app?

I look forward to your reply!