I have a similar problem with VOYA and my company 401(k). I called VOYA (both financial partners and institutional. They were no help at all and acted like they didn't even know what Quicken personal finance software is... Their website gives instructions on how to do it, use your SSNfollowed by @bonton, eg [email protected] and use your regular Voya password. Doesn't work and Voya doesn't seem to care.
If you haven't done
so already, I'd say it's time to call Quicken Support on the phone and request
help. Let them do a screen share session
with you to review a download log file on your computer, to determine the nature
of the problem and to figure out how to fix it.