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Missing transactions on Chase visa download

Pumphouse

I use Quicken Classic Premier on my Windows 11 Pro desktop. Both Quicken and Windows are up to date.

Daily I synchronize transactions with multiple banks and a brokerage. I have a recurring problem when I download my Visa account from Chase bank using Express Web Connect. Once every few days one or more transactions are missing, I detect this at first because the "Balance" in the register is higher than the online balance when I reconcile.

I check for the missing transactions by going to chase.com website and logging in to my account. It's usually easy to quickly spot which transactions failed to download. (They never show up in the "Pending" transactions.)

I've tried three things to cope with this.

Wait a few days to see if they show up. Never works.
Mark the missing transactions as "Cleared" in the register and reconcile again.
"Download Account Activity" as a QFX file and apply. Chase.com doesn't give me a choice of date so I get a bunch of transactions in the "Downloaded Transactions" list that I then have to delete one at a time.

Methods 2 and 3 work well enough but depend on me going to chase.com. I've tried them both with and without a preparatory "deactivate/re-activate" Online Services cycle as recommended by Quicken Support.

I have called Quicken Support twice on this. Both times I was led through the "activate/re-activate" sequence but that doesn't fix the problem going forward. The second time the agent advised me not to manually clear the missing transactions, always use the QFX file. That makes sense BUT the day after I used the QFX I had more missing transactions. So I continue to manually clear them because it is just as effective and less onerous.

Notes:

So far the transactions all represent memorized recurring transactions. I know there are other issues with those guys FWIW.

Even though my problem wasn't "solved", I have very positive feelings about Quicken support. My calls didn't wait more than a few minutes The agents were easy to understand and very patient and helpful.

Finally, I get that synchronizing data across disparate sources is a tough thing to do perfectly in any technology. (That's why I keep my Quicken data file on a directory that is not synchronized with OneDrive.)

Any insight would be appreciated. Thanks!

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Comments

Quicken Laura

Hi @Pumphouse,

Thank you for reaching out and sharing the troubleshooting steps you’ve already tried. That information is very helpful!

I checked your Chase account connection on our end and found no connectivity issues. I'd appreciate it if you could share a bit more information to help narrow down the cause.

Is this happening only with Chase? Do you have multiple Chase accounts connected to Quicken? If so, are all of them experiencing the same issue?
How long have you been experiencing this issue?
Did anything change on Chase’s website around the time the issue began?
Where is your Quicken data file stored? To check, open Quicken and select File. At the bottom of the menu, look for the file marked with a checkmark. Please share the full file path displayed there.

I look forward to your response!

Chris_QPW

I have Chase accounts so I can throw out a bit more information.

First off Chase does allow you to give a date range for credit card accounts.

But when I tried this, I see that Chase isn't consistent with the unique Ids it uses for Express Web Connect + and Web Connect (QFX).

As such, trying to switch between the two will always result in duplicate transactions.

And I believe that this statement is telling:

They never show up in the "Pending" transactions.

I have two Chase accounts, and reconcile pretty much daily and have not had this problem, but as far as I can tell our transactions always first "pending" at Chase before they are posted (Note this not in reference to the pending feature in Quicken). In fact, Chase is very slow with this, we get email for every transaction, and they don't post for at least a day.

Maybe Chase has some problems (others have mentioned problems with Chase). Maybe it has something to do with which credit card it is. We have two Visa Freedom cards.

On this statement:

So far the transactions all represent memorized recurring transactions

Do you mean that they matched memorized payees or do you mean that the transactions were pre-entered by a reminder?

I have almost no scheduled reminders, but every one of my transactions are matched to memorized payees.

Chris_QPW

@Pumphouse are you using Quicken's "pending transactions" feature?

Also, do you notice anything that connects the transactions that go missing? Like the same payee, or maybe the same type of bill like a gas station.

Pumphouse

I'll try to answer the 3 sets of questions above:

Quicken_Laura

s this happening only with Chase?
Yes

Do you have multiple Chase accounts connected to Quicken? If so, are all of them experiencing the same issue?
Only one account for an Amazon Prime Visa card

How long have you been experiencing this issue?
A few months
Did anything change on Chase’s website around the time the issue began?
Nothing I can recall.
Where is your Quicken data file stored? To check, open Quicken and select File. At the bottom of the menu, look for the file marked with a checkmark. Please share the full file path displayed there.
C:\Users\steve\DocumentsLocal\!Quicken\QData (2017_04_17 13_04_17 UTC) Not in OneDrive nor any other synched file system. Pure local file

Chris_QPW

Do you mean that they matched memorized payees or do you mean that the transactions were pre-entered by a reminder?
As near as I can tell, the latter.
I do use the "Pending" feature. Both on Quicken and I look at the "Pending transactions" listed on the Chase.com website. I haven't kept track of whether the "future missing" transactions ever hit either the Pending category.
Chase does allow you to give a date range for credit card accounts.
I was a bit careless when I said Chase.com didn't offer me a date range. It did, as you note, but it was bigger than the range I wanted.
Also, do you notice anything that connects the transactions that go missing? Like the same payee, or maybe the same type of bill like a gas station
No obvious commonality other than they were all pre-entered by a reminder. A mixture of media subscriptions, monthly donations, memberships. (After I clear the transaction, I put "MissingX" in the memo field so I can look for exactly that.)

Quicken Laura

@Pumphouse Thank you for taking the time to provide these additional details.

I understand you may have already tried some of the following steps, but I’d like to double-check a few things to help narrow down why the transactions are missing.

1. Check for missing transactions

Please follow these steps outlined in our support article on missing transactions:

Open the Chase Amazon Prime Visa register.
Click Reset if any register filters are active.
Sort by the Date column.
Search for one missing transaction by amount and payee, including the downloaded payee if available.
Check All Transactions and search for the amount or payee to see whether it was entered in another account.
Open Tools → Account List, enable Show Hidden Accounts, and check for any unexpected entries in a hidden account.

2. Temporarily disable automatic transaction entry

Next, let's check whether the transactions are being downloaded but not appearing in the register.

Back up the Quicken data file.
Go to Edit → Preferences → Downloaded Transactions.
Uncheck Automatically add to banking registers.
Open the Chase Visa register and select Update Now from the account's Actions/gear menu.
Inspect the Downloaded Transactions tab before accepting anything.

If the missing transactions appear there, check whether Quicken is suggesting an incorrect match or displaying an unexpected payee name. If they don't appear there at all, the issue may be occurring earlier in the download process. While this test won't identify the cause conclusively, it can help us narrow down where the problem lies.

3. Test how reminders affect transaction downloads

Since the examples you've reported involve reminders, I'd also like to compare how Quicken handles transactions entered through reminders versus those entered after the actual charges post.

If practical, please try the following with one or two upcoming recurring charges:

Test A: Let a reminder create a transaction in the register before the actual Chase charge posts.
Test B: For a comparable recurring charge, if practical, wait until the transaction posts at Chase before entering it in Quicken.
Compare the download results, dates, amounts, payees, and whether Quicken proposes a match.

Thank you again for your time and patience. Please let me know what you find, and we'll take it from there!

Chris_QPW

Thank you, very through.

Yes, even one day, without having the right unique Ids to block duplicates it can be a pain.

The main thing that jumps out to me between my setup that does not have the problem, and yours is that my credit cards are Chase ones and the problem one for you is Amazon, even though it is serviced by Chase, that might be key.

And again, the fact that you have detected both in Quicken's Pending Transactions and Chase's that the missing transactions never go through them, is really telling too.

I have looked at some of the complaints about missing "Chase" transactions, and "Amazon card" seems to have come up more than a few times.

The "pre-entered by reminder" on the other hand, probably isn't a factor, since I assume not all of these go missing.

It really looks like a Chase/Amazon kind of problem to me.

Pumphouse

I could not find a missing transaction in any account, whether hidden or not.
"Automatically add to banking registers." has been unchecked on my Preferences for a long time. I can't remember why.
Test A Most of my recurring reminders are set to "Automatically add to banking registers" 3 days in advance. I have two recurring reminder transactions expected in two days posted in the register now. One of them (DisneyPlus) is in the Pending category on Chase.com website and in the Pending category in the Quicken register. The other (Paramount) does not show up in either. I will delete the Paramount transaction to try Test B. But since this is intermittent, I don't know if both transactions coming in will prove much. (But if either is skipped, a clue?)

Pumphouse

Thank you. That does describe a compelling case for Amazon being a factor.
And I agree that "pre-entered by reminder" doesn't seem to be a factor in that the majority of such do enter fine.

Quicken Laura

Hi @Pumphouse,

Thanks for the detailed answers! That information is helpful.

The fact that this is isolated strictly to your Amazon Prime Visa and specifically impacts pre-entered reminders gives us a highly targeted angle to investigate. Issues like this can be tricky to troubleshoot because the behavior is inconsistent, but your real-time test comparing DisneyPlus (which is Pending) and Paramount (which hasn't hit Chase yet) is the perfect way to narrow this down.

I have refreshed your account connection on our end. Deleting that pre-entered Paramount transaction is a great move. It will help us see whether letting Chase's data stream into Quicken on its own, without a pre-entered local register entry waiting to match it, prevents the transaction from dropping.

Please let me know how it goes once that Paramount charge finally posts on Chase's website!