Net Worth report balance is higher than total market value at bottom of register for brokerage accou
I tried to use quicken support for this question, but the agents solution was that I go through 10,000 transactions one by one. The transcript is below
Redacted Support Transcript
Profile image for [AGENT][AGENT]Active
Fin • AI AgentHi! I'm Quin, an A.I. bot here to help with your Quicken needs. Which option can I help you with today? 😁
[USER]Get help using Quicken Classic
Fin • AI AgentGreat, I'm happy to help you get the most out of Quicken Classic! What would you like to know how to do? 😌
[USER]The account balance for my brokerage accounts is way off compared to the balances being used in the account balance report and the networth report.
Fin • AI AgentThat mismatch is usually caused by a difference between what’s cleared vs what’s in your register, or an adjustment that got added during a prior reconcile. A good next step is to reconcile the brokerage account to the latest online balance: open the account, then Tools > Reconcile an Account… > Use online balance, and make sure you’ve downloaded the latest transactions first.
If the difference isn’t zero, check for a transaction entered with the wrong amount and correct it, or let Quicken record an adjustment to make the register match the statement balance. If this is an investment account and you suspect data issues, run Copy and Validate and include Rebuild Lots and Correct investing price history: Repair. Is that what you were looking for?
[USER]I have done all that and the difference still exists.
Fin • AI AgentI'm sorry to hear that the issue persists despite your efforts. I'll connect you with a human agent who can assist you further. To better assist you, may I have your first and last name?
[USER]Name: [REDACTED]
Fin • AI AgentMay I have the email associated with your Quicken ID?
[USER]Email: [REDACTED]
Fin • AI AgentMay I have your best contact number?
[USER]Phone: [REDACTED]
Fin • AI AgentOne moment while I connect you to someone that can help! 😁 The team will get back to you on this. Our usual reply time is under 2 minutes.
Profile image for [AGENT][AGENT] joined the conversation.Hi, thank you for contacting Quicken Support, this is [AGENT]. I'll be happy to assist you. Please allow me a moment to review the reason for your contact today. I’m checking the details here, and it looks like you’re having issues with the online features. Could you please provide a few more details so I can better assist you?
[USER]It is with Quicken Classic on Windows. The networth and account balance reports are showing a huge difference between the Total Market value of my brokerage account as shown at the bottom of the register and the amount being used in the report.
[AGENT]This is an odd situation but I'm happy to help. I would like to do screen-share with you, in order to assist you a little bit better, will that be okay for you?
[USER]Yes.
[AGENT]Thank you! Please click the Help tab > Contact Support > Share Screen > I agree, and provide me with the 6-digit code you will see.
[USER][CODE]
[AGENT]Thank you! Now please go to the account with the incorrect balance.
[USER]I’m noticing a 2–3 minute delay with screen sharing through the application. To ensure a smoother and more efficient interaction, I recommend switching to screen sharing via your browser. Would that work for you?
[USER]It is the [INSTITUTION] - Account and Rollover IRA [ACCOUNT ID] accounts. Sure.
[AGENT]To screen-share please click on the link below, once there, Click on “Generate code” and tell me the number: https://www.quicken.com/support/screenshare
[USER][CODE]
[USER]It looks like sharing is turned on again.
[AGENT]It appears there may be a connectivity block. Screen sharing through the application experienced delays, and when switching to browser-based sharing, I’m only seeing a black screen. Could you please confirm whether you have a firewall, antivirus software, or a VPN enabled that might be impacting the connection?
[USER]I have Bitdefender and Windows Security, no VPN. I see the "Slow connection? Switch to local help" at the bottom of the Quicken help screen. Should I select that?
[AGENT]To ensure proper screen sharing and efficient troubleshooting, I recommend temporarily disabling those services while we work. Alternatively, we can proceed using a detailed description of the issue.
[USER]Can I upload screenshots to you? I don't feel like troubleshooting the screen sharing issue as I think that would be time-consuming and not help me with my problem.
[AGENT]To simplify this process, please start by verifying the cash balance, shown in blue at the bottom-right corner of the screen. If the amount does not match your bank records, click on it and update it. Then, navigate to Holdings and review each security’s quote and price. If there is a discrepancy, go to Enter Transactions, select “Adjust Share Balance,” and enter the correct amount.
[USER]The issue is simple: I have two brokerage accounts where the account balance in the left-hand navigation pane and at the bottom of the register for "Total Market Value" is significantly different from the balance shown for the account in the networth and account balance report.
[USER]What are you trying to fix?
[AGENT]Once you complete the steps I shared, the balance issue should be resolved.
[USER]When I do that, the market value agrees with the account balance, which is correct. The problem is with the networth and account balance report amounts. Both of them are too high by a significant amount.
[AGENT]To identify where the discrepancy is coming from, we’ll need to review the data the report is using. First, drill down into the report: in your Net Worth report, double-click on the incorrect balance. This will open a temporary transaction view. Next, compare the transactions line by line with your actual account register. Check for missing transactions or future-dated transactions (e.g., a typo like 2026 instead of 2024).
[USER]So you are suggesting that I go through approximately 10,000 transactions one at a time?
[AGENT]That is correct. Our goal is to identify the root cause of the discrepancy.
[USER]Why would I use Quicken if I am going to have to manually examine 10,000 transactions individually?
[AGENT]Those steps are one way to troubleshoot. Alternatively, we can create a new, blank file to analyze how the bank is transmitting the data.
[USER]And how long do you estimate it would take to go through 10,000 transactions? At 5 seconds per transaction, it would take about 13 hours. Does that sound like something you should be asking a paying customer to do? Can you please escalate this issue to someone with additional technical expertise?
[AGENT]Sir, I’ve already provided you with options. However, we keep going back and forth. Please let me know how you’d like to proceed so we can work toward a resolution.
[USER]Please escalate the issue since we are not able to identify a reasonable solution using your approaches.
[AGENT]Please specify the exact type of escalation you are requesting. I need clear and precise details.
[USER]When you encounter technical difficulties you should have resources that you can escalate the problem to. I NEED A DIFFERENT AGENT!
[AGENT]If you are requesting a different agent, please note that the only way to do so is by ending the current interaction and starting a new one. We do not have the ability to transfer or reassign this interaction to another agent.