Won't download 2 separate accounts from Chase

Question

My wife and I both have accounts at Chase.  When I sign up for automatic downloads for mine, it works fine.  When I try to sign up my wife, it downloads her account info, but then my accounts have an orange circle with a line next to them that says "Quicken is unable to update your account.  Click here to add your account again."  When I do that, it then downloads my account info, but the orange circle then shows up next to her accounts.  It's like I can only have either my accounts OR her accounts.

When I go to the account details of an account that has an orange circle with a line through it (the account it thinks I need to add)—> online services—> online setup, it says the account is set up for transaction download, even though it won't download.

[Edited-Readability]

Quicken Alyssa · Answer

@danpowens,

Thank you for following up!

Happy to provide whatever help I can. I hope they are able to get this resolved or escalated for you quickly!

Thanks again!

danpowens · Answer

Yes, it's been working with 2 accounts at Chase for years and was working until yesterday when Quicken kept locking up on me.  I backed up my files and then tried to validate my file.  It is not locking up any longer but instead I'm having the problem I described.  Thank you for the suggestion to contact quicken phone support.

Quicken Alyssa · Answer

Hello @danpowens,

Thank you for sharing your experience. I am happy to help!

While there are some financial institutions that only allow users to use one set of credentials per dataset, as far as I am aware, Chase is not one of them. That being said, this is not the expected behavior, and this issue may require an escalation.

Due to the nature of this issue, it is recommended that you contact Quicken Support directly for further assistance, as they can walk you through troubleshooting steps in real-time and escalate the situation as needed.

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday. Chat support is available as well, at the same times, seven days a week.

I apologize that I could not be of more assistance!