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AMEX online balance is always zero, but transactions download OK

DanInFl

Quicken for Windows R65.29

I have two AMEX cards: one account is working well. The other account downloads transactions correctly but the Online Balance always displays zero. Up until a week ago, the account correctly displayed the Online Balance.

I ran File Validate and deactivated/activated the account. I have updated manually and also using One-Step Update. All downloaded transactions are correct, and the balance in the Quicken Register matches the actual balance, but the Online Balance in Quicken is always zero.

Any suggestions?

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Comments

Quicken Laura

Hi @DanInFl,

Thank you for sharing the issue with us and for outlining the steps you’ve already taken. I’m happy to help you troubleshoot further.

To better understand what may be causing the problem, I just have a few quick questions:

Are you using different login credentials for each account?
Are both accounts business accounts, personal accounts, or is one of each?
Are you receiving any specific error messages while updating the accounts? If so, could you please share the exact message or error code?
Have you tried restoring a backup from before the issue began?

Your answers will be very helpful. I look forward to your response!

DanInFl

To answer your questions:
Both AMEX accounts use identical credentials
Both AMEX accounts are small business
There are no error messages.
The problem has been occuring for many days, and I don't want to restore back to an earlier time.

Both accounts successfully download all transactions without any errors. The only problem is that one account always displays a zero Online Balance (even though I do not have a zero balance).

Quicken Laura

Hi @DanInFl,

Thank you for coming back and answering the previous questions.

We also need to ensure that your data file is stored locally on your computer. Please check whether the file is located on an internal or external drive by following these steps:

Open Quicken.
Click File.
The first file listed is the one you are currently using. The full path will be displayed there.

This shows us where the file is currently stored. If it is located on an external or network drive, please move it to your local drive. The default and recommended location is:

C:\Users\username\Documents\Quicken

Steps to change the file location:

Close Quicken if it is open.
Open File Explorer and locate your current Quicken data file (.QDF).
Right-click the file and select Copy (or Cut, if you prefer to move it).
Navigate to C:\Users\username\Documents\Quicken.
Right-click inside the folder and select Paste.
Once copied, double-click the file from this new location to open it in Quicken

You also mentioned that you deactivated and reactivated the account. To ensure the accounts are fully reset, please follow the steps below (be sure to create a backup first):

Deactivate account:

Select "Tools"
Select "Account list"
In the Account List, select the account you want to deactivate, and then click Edit.
In the Account Details window, click the Online Services tab.
Click Deactivate next to the service you want to disable.
Click Yes to the message confirming if you want to disable this service.
Please deactivate both accounts (even though one of them works).

Please deactivate both accounts, even if one appears to be working correctly.
After that, log in to your financial institution’s website and revoke Quicken’s third-party access.

Reactivate account:

Go to Tools > Add Account.
Select the bank for the deactivated account(s). If prompted, select the connection method.
Enter your credentials and click Connect.
When the list of located accounts appears, choose LINK next to each account you want to reactivate.
Click Next, then Done on the last prompt.

These steps refresh your connection and often clear up download problems.

Please let me know how it goes. I’ll be happy to continue working with you.

DanInFl

Thank you for quick response.

My Quicken data files are on an internal local drive.

I followed your instructions to Deactivate, Revoke Third-Party Access, and Activate. I then ran Upload Now. The AMEX account that always has the correct Online Balance is correct, while the other AMEX account still displays a zero Online Balance.

In addition, Quicken has added a new transaction to the register (with a credit amount equal to the correct debit online balance) dated prior to all other transactions with this Memo: Adjustment to offset newly-downloaded items before this date

Apparently, Quicken entered this incorrect transaction to force my register to reconcile with the incorrect Online Balance of zero. I deleted this transaction, so that the register now shows the correct Ending Balance. The Online Balance still displays zero.

Both AMEX accounts successfully download transactions. One account displays the correct Online Balance, while the other account has displayed a zero Online Balance for several days. Both accounts do have a balance.

Quicken Laura

Hi @DanInFl,

Thank you for the additional information, that’s very helpful.

As a final step to ensure this is not a file issue, I recommend creating a test file. This will not affect your main working file and will help us determine whether the behavior is tied to your current data file.

To Create a New Quicken File:

Choose File menu > New Quicken File.
Select New Quicken File.
Click OK.
In the File name field, enter the name of the new file, then click Save (Don't use any of these characters: * ? < > | " : \ / (asterisk, question mark, left and right angle bracket, pipe, straight quotation marks, colon, BACKSLASH, FORWARD SLASH). Also, don't add the .qdf extension; Quicken does that for you).
Sign in with your Quicken ID. If you are prompted to create a Quicken ID but already have one, click Sign In under the Create Account prompt.
Select if you want to use Mobile.
Click Add Account to start adding accounts to the new file.

Steps to add the account:

Select the bank for the deactivated account(s). If prompted, select the connection method.
Enter your credentials and click Connect.
Click Next then Done on the last prompt.

Once completed, please let me know whether the same issue occurs in the test file. This will help us determine the next best steps.

I’ll be looking forward to your update!

DanInFl

I followed your instructions above and created a new Quicken File: C:\QuickenTest\QuickenTest.QDF
This file is on a local internal drive.

Hundreds of transactions were successfully downloaded into both accounts. Just as in my Live Quicken File, one of the AMEX accounts has the correct Online Balance, and the other AMEX account has a zero Online Balance. This is the same AMEX Account in my LIve Quicken File that has the zero Online Balance.

Quicken Laura

Hi @DanInFl,

Thank you for taking the time to go through the troubleshooting steps. Based on the results, we can rule out the file itself as the source of the issue.

I recommend 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. I apologize that I could not be of more assistance!

If you have more questions, I'll be happy to help you!

DanInFl

LOL - "I recommend that you contact Quicken Support directly"

I thought you were Quicken Support!

Are you a Bot?

Quicken Laura

Hi @DanInFl,

I’m a human, sorry for any confusion. I recommend contacting Quicken Support via chat or phone so they can assist you in real time. They have the tools to investigate or escalate this further, which we don’t have access to here in the Community.

If you have any other questions, I’ll be happy to help!

DanInFl

The AMEX Online Balance started to display correctly a few days ago