Quicken seems to connect to Voya account but doesn't download transactions or holdings

ggeiselman

I'm trying to link a Voya account to my Quicken. I can go through the setup process and connect the account - it even shows the right account balance in the setup screen - but then the account appears empty inside Quicken. What am I missing or doing wrong?

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Quicken Carlos

Hi @ggeiselman,

Thank you for providing those details and the screenshots, they're very helpful.

Based on your description, I recommend reviewing our support article on investment accounts showing a zero balance, as it may help resolve the issue.

Direct Connect and Web Connect may be options if your financial institution provides them. I recommend contacting your financial institution to confirm which connection methods they support and how to set up your account.

To verify whether they support Web Connect, I recommend following the steps in our support article, How to Activate a Web Connect Account:

• Sign in to your financial institution's website.
• Download your account information as a Web Connect (QFX) file.
• If prompted, click Open to import the file into Quicken.
• If this is the first time you've downloaded transactions for this account, or if Quicken can't determine which account to use, you'll be prompted to identify the correct Quicken account.
  • If the account already exists in Quicken, select Account already exists, then choose the appropriate account from the drop-down menu.
  • If the account has not been set up in Quicken, select Create a new Quicken account, then click Continue.
• Click Continue to complete the import. Your recent account history should then download into Quicken. Depending on the amount of data being imported, you may see a progress bar while the transfer completes.

If the financial institution is unable to assist, due to the nature of this issue, I recommend contacting Quicken Support for further assistance. They can guide you through additional troubleshooting steps in real time or escalate the case if necessary.

Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

I hope this helps!