Issue with adding additional account on Osaic/eQuipt

cdennett

I have several investment accounts with Osaic via their eQuipt site. Three of them are currently linked with Quicken for updating transactions. A fourth account was recently established a couple of weeks ago and has been funded. I created the account in Quicken and attempted to link it. After entering my Osaic/eQuipt credentials, it only sees the original three accounts. The new account does not appear in the list returned from Osaic. I tried disconnecting the three accounts and reconnecting all of them but it still does not see the new account. One of those three accounts was created about 4 months ago and I had no problems linking Quicken with it at that time.

Searching this forum I see other have reported the exact same issue. However, those discussions have been closed so I can't follow up there. Hence, yet another post about this issue. @jeffjdekorte reported this as did @marshaboex. Did either of you get a solution to this?

My financial advisor is aware of this issue and will be following up with Osaic.

Quicken Kristina

Hello @cdennett,

Thank you for letting us know you're seeing this issue. To help troubleshoot, please provide more information:

• What is the account type for the problem account (Checking, Savings, Brokerage, 401k, etc.)?
• Does the account number for that account match the account number of any of your other accounts with Osaic?
• Do you see any error messages/codes when you try to add the account?

I look forward to your response!

cdennett

The new account is called an inherited Roth IRA. It's a brand new account. It was created a couple of weeks ago and then the assets from my late wife's Roth IRA were transferred to it.

The account number is unique,

No errors message of any kind.

As I noted others have reported the same problem. My financial advisors will be reporting it to Osaic to see what they say.

MJ1218

I am having the same issue. Started with one account with Osaic/Pershing about a year ago. Added 3 last week and can't get them to show up in the list. I can see all accounts online. I have also tried to disconnect and add again with no success.

cdennett

I just used Report A Problem from Quicken. Don't know how useful that will be since the form that pops up says they won't respond but instead use it for investigative purposes. The form also has a phone number to talk to support. I'll try that. It's Saturday here so I don't know if they have people on the phones on the weekends.

Charlie

Quicken Kristina

Thank you for your replies,

https://community.quicken.com/discussion/comment/20541165#Comment_20541165

Based on the information you provided, it should be a supported account type. I recommend that you contact Quicken Support directly for assistance, as they have tools we can't access on the Community, and they're able to escalate the issue 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.

https://community.quicken.com/discussion/comment/20541802#Comment_20541802

Thank you for letting us know you're also seeing this issue. To help troubleshoot, please provide more information:

• What is the account type for the problem account (Checking, Savings, Brokerage, 401k, etc.)?
• Does the account number for that account match the account number of any of your other accounts with Osaic?
• Do you see any error messages/codes when you try to add the account?

I look forward to your reply!

cdennett

The problem was on Osaic's end. My financial advisor contacted Osaic. He reported to me that "the issue was most likely on their end because it had empty accounts still connected to your client profile. They tried adding the other accounts in ". I then tried linking the accounts in Quicken with the eQuipt portal but there was no change. It still only sees 3 accounts Then I tried linking using the NXI portal and all my accounts were there. All accounts show up on the NXI web portal but only 5 of the 6 show up on the eQuipt web portal. (I'm moving accounts around due to the recent passing of my wife.) I guess their eQuipt portal needs some work. You should probably contact Osaic and have them take a really close look at your client profile.

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear you were able to track down the cause of the issue!

Thank you!

MJ1218

Following up on this for any others that might have similar issues, as others reported I was able to download 1 of 4 accounts I had with Pershing via Osaic. After a few emails with my advisors office and many emails between my advisor and Pershing my issue was solved with what they termed a "work around". In addition to my Osaic login I was given a NXI login and using that I was immediately able to download all of my accounts. In fact in the security settings in the NXI portal there was a Quicken setting. It's worked very well, issue solved for me!

Quicken Anja

Hello @MJ1218,

Thank you for following up and sharing what worked for you. We appreciate you taking the time to post these details.

We're glad to hear you were able to get everything connected successfully!

cdennett

From what I can gather, Osaic is the result of many financial companies buying other financial companies, buying other financial companies, etc. Getting all the systems merged is a huge job and I guess they're still at it. I worked IT support (now retired) in the telecom industry and they went through the same consolidation. It was a monumental job getting all the systems merged. It took years.