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Wrong security in investment account only in Quicken Mobile

Diana

There is a bug in Quicken Mobile that is showing a security in one of my investment accounts that is not in that account… and only on the Mobile app. On my desktop Quicken, this security (88 shares of BMO) does not show up at all. I've already reset the cloud data. I have validated and rebuilt lots. The strangest part is that while I do own BMO shares in other accounts, I have never owned BMO shares in this account.

Nothing I do seems to clear it away.

Quicken Classic Canada on Win11 PC

[Edited - Readability]

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Quicken Carlos

Hi @Diana,

Thank you for bringing this to our attention and for sharing the troubleshooting steps you've already taken.

To help narrow down the cause, I have a few questions:

After running Validate and Repair, do you remember if the validation log included any of the following messages?

Damaged category list
Invalid transaction detected
Deleted damaged payee or account reference
Rebuilt investment lots for [security]
Orphaned transaction removed

I also suggest verifying that the Dataset Name and File Name match in both Quicken and Quicken on the Web.

To check this in the Quicken desktop app:

Go to Edit > Preferences.
Select Quicken ID & Cloud Accounts.
In the Cloud Account Details section, verify that the Dataset Name and File Name match exactly (excluding the .QDF file extension).
If they do not match, click Edit dataset name.

Change the Dataset Name so it matches the File Name (do not include the .QDF extension).

Click OK to save the changes.

I look forward to your reply!

Diana

Hi Quicken Carlos,

I looked at my logs for the validation process from a few days ago. None of the errors you listed are there. I can send you the log if that would help.

I looked at the Dataset Name and the File name and they are identical. The only strange thing is the Quicken Profile window does not include the last word in the File name but the full file name can be viewed when I click on the "Edit dataset name and a popup window opens to edit the name. So it looks like both are the same.

So this is not where the problem lies.

I also went ahead and created a transaction report (under banking reports) that involved the security BMO from all dates in my Quicken file. No luck. None involved 88 shares. None were involved in the investment account where these phantom shares are showing up.

At this point, what is the easiest way to completely erase the cloud/mobile file and then rebuild it from my current Desktop file? Would that work to clear this up?

Any help would be appreciated.

Diana

Quicken Carlos

Hi @Diana,

Thank you for taking the time to check everything and for sharing the screenshot.

Based on what I can see, the dataset name does appear to match your file name.

Since Quicken doesn't allow you to delete the dataset associated with the file you're currently viewing, you'll first need to create and open a temporary data file.

To do this:

Go to File > New Quicken File.
Select New Quicken File, then click OK.
Enter a name for the file (for example, Test) and click Save.
Follow the prompts to create the new file. When asked about Mobile & Web, make sure it is turned on, then click Next.

In the next window, click Add Accounts.
Once the new file loads and the Add Accounts window appears, close the window.
Go to Edit > Preferences.
Select Quicken ID & Cloud Accounts.
Click on Cloud accounts associated with this Quicken ID.

Select the dataset you no longer want, then click Delete.

After deleting the desired cloud dataset, switch back to your original data file.

To switch back to your original file:

Click File.
Near the bottom of the menu, select the data file you want to open.

Once you complete the steps outlined here, you can sync the account again.

Click Sync Now under the Mobile & Web tab

I hope this helps! Please let us know how it goes.

Diana

Hi Quicken Carlos,

I followed your instructions carefully but the phantom securities were still there.

So I uninstalled and then reinstalled Quicken Mobile hoping that would clear out any vestige of the former data on my phone. I reset the cloud data, I've logged out of both the App and my file and logged back in.

Unfortunately, the phantom shares are still there.

I feel like giving up at this point…

Diana

I tried yet another approach. I created a copy of my original file using the copy/backup file command. I then created a mobile data file from that. It took a while to create the cloud file. But still no luck. The phantom securities (88 shares of BMO) are still there in my investment account.

Please let me know how I can escalate this issue. It is more than a bit annoying when tallys in Quicken are incorrect.

Diana

[Edited - Readability]

Diana

I tried one more thing. I exported the investment transactions from the one (problem) investment account as QXF transactions and then imported them into the temp file that Quicken Carlos had me create (basically it was an empty file). I turned the cloud and mobile app on for this small temp file with the imported investment transactions.. Then, when I go to the Quicken Mobile App, the phantom security is not there in that account. The investment account has the correct securities and the correct balance …. and no phantom 88 shares of BMO.

This is not all that helpful though. I'm not keen on playing around with my full-sized file with my legacy of transactions just to get Quicken mobile to work.

Please, how do I escalate this issue?

Diana

[Edited - Readability]

Quicken Carlos

Hi @Diana,

Thank you for your reply and for sharing the additional troubleshooting steps you've already taken.

Due to the nature of this issue, I recommend contacting Quicken Support for further assistance. They can guide you through additional troubleshooting in real time and, if necessary, escalate the issue for further investigation.

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

I hope this helps!

Diana

I have just spent 2 hours with Quicken support. My problem is now escalated but I am not hopeful. 2 phone calls with different support people. They left me on hold for an hour on the second call, just checking that I was still there (3 times). I am not hopeful.

Quicken Carlos

Hi @Diana,

Thank you for your reply.

I reviewed your interaction with Quicken Support and can confirm that the issue has been escalated. Our support team is actively investigating it; however, there is currently no estimated time of resolution (ETA).

If the team needs any additional information or has an update to share, they will contact you via email.

I hope this helps!

(Ticket #12541480)

Diana

Thank you Quicken Carlos. I wasn't sure how interlinked the Community forum was and the actual Quicken support.

I did not have the ticket number so thank you for providing that too.

Interesting to note that I used the Quicken support message chat and I cut and pasted the link for this webpage into the support chat directly. That allowed the chat support to quickly get up to speed on the problem and what had already been attempted to fix it.

Quicken Carlos

Hi @Diana,

I am glad to hear that the Community link helped during your interaction with Quicken Support and avoided having to repeat the troubleshooting steps you had already tried.

If you need further assistance or would like an update on the escalation ticket, you can reach out to Quicken Support and provide them with Ticket #12541480. You can also reach back out to the Quicken Community, and if there are any updates available, we’ll be happy to share them.

I hope this helps!