One Voya holding is not updating

Well there looks to be another issue with VOYA. For about 2 weeks I have a holding that does not update share price. I have disconnected account and reconnected. Deleted account and then added it back. Those actions did not fix problem. All other accounts/holdings are fine. I am guessing it is another VOYA issue. The holding that does not update is: Any suggestions would be greatly appreciated. Thanks

Hello @dmurad53,

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

Does this holding have a ticker symbol?
- If it does, what is it?
What kind of holding is this (money market fund, ETF, etc.)?
You mentioned that your other accounts are fine. Do any of them have this holding?

I look forward to your response!

T. Rowe Price Capital Appreciation Portfolio - Service Class

Ticker Symbol ITCSx

It is a balanced mutual Fund

Other accounts have this fund but there is no issue with share price updates.

This is really an odd situation. I will post any other information I can find out.

Hi @dmurad53,

Thanks for providing those additional details, @dmurad53 . Since ITCSX is updating correctly in your other accounts, that is helpful information.

If the same security is held in multiple accounts, the market price should generally be the same for all of those holdings. This makes me wonder whether the issue is specific to how ITCSX is set up or linked in the affected account rather than a general pricing issue with VOYA.

Could you please check the following?

Go to Quicken > Window > Securities, locate T. Rowe Price Capital Appreciation Portfolio – Service Class (ITCSX), and double-click the security.

Screenshot 2026-08-13 at 10.03.28 AM.png

Confirm that the affected holding is using the same security/ticker as the holdings in your other accounts.
If possible, compare the security details for ITCSX in the affected account with an account where the price is updating correctly.
Also, please check whether the Security List shows a current price for ITCSX under the Price History tab, or whether the price is missing there as well.

Screenshot 2026-08-13 at 10.08.10 AM.png

If ITCSX is updating normally elsewhere but not in this particular VOYA account, the additional information above should help us determine whether we're dealing with a security-matching issue or something specific to the VOYA download.

I look forward to your response.

Thanks

here is what I found. VFL 226 is in a 457 account symbol NGWIN:VFL226:4S

VT 3243 is in a 403B account symbol INGWIN:VT3243:5G

There is no Security Name in the 0788 labeled "other"

The error occurs in the 403B account

Thank you for confirming that the affected holding is ITCSX and for providing the Voya identifier. Yes, ITCSX is the ticker for this fund.

At this point, I think a test file would be a useful diagnostic. It will help us determine whether the issue is specific to your existing Quicken data file or whether the same behavior occurs when the 403(b) account is downloaded into a completely new Quicken file.

Please test the account in a new file as follows:

Note: Creating a test file will not affect your existing data file. However, you may want to create a backup before proceeding.

To create a new data file

Select File > New.

Select Start from scratch and click Next.
Set your mobile sync preference including a nickname for your Cloud Account (you can change this at any time) and click Next.
After these steps, the Add Account dialog will automatically appear so you can add your financial accounts to Quicken
Click Add Account to start adding accounts to the new file.

Please let me know the results once you’ve had a chance to test this.

The new file containing just the VOYA accounts look ok

Thank you for your reply,

Since it works in a new file but not in the existing file, that indicates a file-specific issue. Go back to your main file if you haven't done so already (if you need instructions on switching between the new file and your main file, click here). Make a backup of your file, deactivate the problem account, and add it back into your file as a new account. To do that, navigate to Accounts>Add Account and follow the prompts. When you get to the Add/Link screen, instead of linking to the existing account, select the Add as a new account option.

Once the account is added, confirm whether the issue happens in that newly added account.

Thank you!

Thanks I will give it a try

Thank you for the follow-up,

Let me know how it goes!

Unfortunately the issue still exists in the newly added account

Thank you for your reply,

Since that account won't work properly in your main file but it works in the test file, I recommend exporting your data from your main file and importing it into the new test file.

To export your data, navigate to File>Export>Quicken Transfer File.

Follow the prompts. Then, navigate to the test file, go to File>Import>Quicken Windows File (QDF, QXF).

It may take several minutes to complete the import. Once it completes, review your accounts to ensure everything is correct. Reconnect your accounts and confirm whether everything is working correctly.

Thank you!

I am working on a Mac. Will the Main file still be intact once it is imported to the test file - just in case something goes wrong I can still open up the original main file

Thank you for your reply,

Exporting your transactions should not affect your main file. The most likely impact on your main file is that, after importing and connecting accounts in the new file, there is a chance that the accounts that require outside authentication (the ones that redirect you to the financial institution website to authorize the connection) will need to be reauthorized to connect and update in the main file again. That sometimes happens because some financial institutions limit how many separate Quicken files you can have your accounts connected in.

To be on the safe side, it wouldn't hurt to make a backup of your file to guard against the unexpected. For instructions on making a backup, please see this article: https://www.quicken.com/support/mac/how-backup-or-restore-your-quicken-data#section-osx-2

I hope this helps!

Thank you

this is getting frustrating. I created the test file and now when I go to add account to be able to follow your instructions I get this

Just like to also point out that you have been very helpful.

Thanks

Hi @dmurad53,

I appreciate your efforts. Since you're running into another issue when trying to add the account in the test file, I'd like to suggest one additional diagnostic step before we proceed with exporting/importing your main file.

Since you mentioned that ITCSX stopped updating about two weeks before you first reported the issue on August 11, do you have a Quicken backup from before the issue started, perhaps from late July or earlier?

If so, please make sure your current Quicken file is backed up first, then open a copy of that older backup as a separate file and check whether ITCSX updates there. Please don't overwrite your current/main file.

To Restore Quicken data

In Quicken, select File > View/Restore Backups...

Browse your computer or external media to find the backup file you want to restore. The Quicken backup file has the extension .quicken2017backup or .quickenbackup.
Select the file to restore.
Click Choose.

If ITCSX updates correctly in the older backup, that would be useful information because it could indicate that something changed in the main data file around the time the problem began.

Please let me know how it goes.

This issue has to be on the VOYA end. The issue also shows up on my Windows version of Quicken. I found a workaround. I can manually enter data for this one account. Not convenient, but it will work. Thanks

[Edited - Readability]

Thank you for the follow-up,

I'm glad to hear that manually entering data is a viable (although inconvenient) workaround.

Have you contacted Voya about this issue?

Thank you!

The error posted earlier in this post (this XML file….) does not allow me to account new VOYA accounts in Quicken. I get it on a Mac and Windows machine.

also the same error shows up when I want to reconnect the problem account.

I get the same error message using chrome

VOYA also went to two factor authentication I believe.

Thank you for your reply,

That error looks a lot like a browser error. Are you encountering this issue in your web browser when you try to authorize the connection with Voya? If that is what's happening, have you tried using an alternate browser? Which browser(s) have you used?

If that is not what's happening, please provide more context about when, during the process of attempting to connect the account, you encounter this error.

Thank you!

I tried using Firefox and Chrome. In Quicken I "ADD ACCOUNT, follow directions to add VOYA Financial, goes to browser, I enter user name, password and the error message shows up. On both Mac and Windows.

Thank you for your reply,

That specific error typically doesn't prevent the page from displaying, although it may cause the formatting to be less user-friendly. Does the page load at all, or do you just see that error message? You mentioned this is happening on both Windows and Mac. To clarify, are these two separate computers connected to the same network, or is one computer running a virtual machine to emulate the other operating system?

One step that can sometimes help, if the information stored in the cloud is causing the problem, is to try resetting the Quicken Cloud. In Quicken for Mac, you can do that by navigating to Quicken>Settings…, choosing the Connected Services tab, then clicking the Reset button.

This shouldn't impact the data in your file, but it's a good idea to make a backup.

Please let me know how it goes!

Two separate computers I just see the error message

Thank you for your reply,

Did resetting the cloud help?

Thank you!

no this is what happens

ADD ACCOUNT, SELECT VOYA FINANCIAL, ENTER USER, PASSWORD AT VOYA WEBSITE. VERIFICATION CODE RECEIVED.

THEN THE ERROR MESSAGE :

Hi @dmurad53,

Thank you for providing the additional information. I can see a successful connection attempt on our end today. Were you able to connect the account successfully, or are you still seeing the same error message?

If you’re still seeing the same error, please try connecting to a different financial institution as a test. Let me know whether you encounter the same error or if the connection works as expected.

I look forward to your update.

Tried connecting to my Capital One accounts - no issues. Issues look like they are just with VOYA

Hi @dmurad53,

Thank you for testing this further and confirming that you can connect to Capital One successfully, while the same error continues to occur with VOYA on both Mac and Windows.

At this point, since the issue appears to be specific to the VOYA connection and occurs after you authenticate with VOYA, I would recommend contacting VOYA directly to see whether they have recently made any changes to their authentication, security, two-factor authentication, or Quicken/OFX connection process that could be causing the XML error you're receiving.

Before contacting VOYA, you may want to try clearing your browser's cookies and cache to see if that makes any difference.

Note: If Google Chrome is already set as your default browser, please try clearing your browser cache and cookies:

Click the three-dot menu in the upper-right corner of the browser.
Select Delete browsing data.
Check Cookies and other site data, Cached images and files.
Set the time range to Last 24 hours.
Click Delete data.

Once completed, please try the VOYA connection again using the reactivation steps above.

Let me know how it goes!