[Resumed] Thrift Savings Plan (TSP) and Quicken Mac, $0 balance and download failure
For almost a year now, Intuit has known about the failure of Quicken for Mac to update Thrift Savings Plan (TSP) accounts (it appears to complete successfully, but still downloads a $0 balance and no transactions). Discussion thread after discussion thread has been marked "CLOSED" by Intuit, despite no resolution and no updates from Quicken Anja in quite some time. Large numbers of users are affected. For example,
and
And the old Quicken Alert about this topic now leads to a broken link, https://community.quicken.com/discussion/7941003/new-10-5-23-thrift-savings-plan-shows-0-balance-when-adding-investment-accounts/p1?new=1
What is going on here? Does Intuit have any plans to fix this issue, or has it just been buried in a large pile of "someday = never" bug reports? This is getting ridiculous. PLEASE?!?😩
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Hello @earlwsd,
To answer your question, the Community Alert is no longer visible because the issue was marked as resolved and the alert was archived. I can see that the internal ticket associated with the issue was re-opened recently due to people reporting the issue is still happening. If you haven't already done so, please navigate to Help > Report a problem and submit a problem report with log files attached, and please include CTP-7878 in the description of the issue, in order to contribute to the investigation.
While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.
We apologize for any inconvenience!
Thank you.
(CTP-7878)
Quicken Kristina
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@earlwsd Just for your future reference, Quicken and Intuit are two separate entities. Quicken is the company which creates the Quicken (technically now branded as "Quicken Classic") software. Intuit was the original owner of Quicken, but sold off Quicken as an independent company more than 8 years ago. However, Intuit's name pops up when discussing connectivity issues, because Quicken contracts with Intuit to handle all the connectivity with financial institutions. (Quicken itself is a fairly small company, and couldn't handle connectivity to 10,000+ financial institutions on its own.)
Quicken Mac Subscription • Quicken user since 19931 -
Understood, Quicken is not Intuit anymore, I could have been clearer…but the underlying issue remains, and it's Quicken's responsibility to make their software work properly by coordinating with their contracted data provider Intuit.
I have filed a bug report under CTP-7878 as suggested, thanks Kristina for your reply. I encourage other people still seeing this bug to do the same.Now let's see this fixed please before even more months go by, with no more premature "it's fixed" closures! You might even keep a beta/tester list from the bug report providers to verify real-world performance after the next fix attempt, before announcing it.
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Same issue, and I have an HUGE problem with Quicken continuing to say they're working on it, [Removed - Speculation]. This is a dealbreaker for me. We're supposed to be able to easily access ALL our finances in one place, and Quicken is not holding up their end of the bargain. When I check in with TSP, or search for answers elsewhere, I find TSP doesn't want to "play ball," because they are trying to keep operating costs down, and one of their personnel was quoted as saying something like, "…and not may people are asking for this service." I call [Removed - Language], but feel the onus lies with Quicken as they are the entity touting their user-friendliness and capabilities. [Removed - Rant]
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@PCWrob So TSP doesn’t give Quicken (Intuit) proper access, but it’s Quicken’s fault for not making it work despite this? Right.
I get it that it’s frustrating. I understand that this may make Quicken less useful for you and a small percentage of people. But blaming Quicken for something beyond their control doesn’t make sense to me.
Quicken Mac Subscription • Quicken user since 19930 -
I just converted from windows to Mac and was able to at least add my balances manually (it at least showed my gains or losses from day to day). Any idea how to do that in the Mac version while we are waiting for the download issue to be resolved?
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I have the same issue with Voya. It shows a zero balance. I have made several reports to tech support and sent log files. This issue has been going on for months. It should have been resolved.
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I have had the same problem for over a year. Reporting it seems to make no difference. It is frustrating.
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Decided to try my luck again and I have the same issue. I too noticed the previous reports were closed because I had them bookmarked so that I could check on them periodically. It's a shame the TSP is used by federal employees (the largest employer in the US) and we can't access our accounts in Quicken.
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It has been over a year since Quicken would no longer show Thrift Savings Plan transactions and a $0 balance. CTP-7878 has been opened, closed and reopened without resolution. TSP is a significant part of my retirement planning and having to do TSP manually makes Quicken much less valuable!! Please fix it!
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Adding to this thread. Same problem as everyone else. $0 balance in Quicken on Mac, after updating / downloading account transactions.
QUICKEN: Is there ANYONE actively working on this? Clearly a long standing issue….
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The lack of response is so frustrating! Very disappointing for thousands of us!
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Hello @G35SWO and @Cgsarpilot,
When I check, I can see the ticket, CTP-7878, is still open and in work. If you haven't done so already, I recommend sending a problem report with log files attached and reference CTP-7878 in the description. See my earlier post (quoted below) for directions on sending a problem report.
Thank you!
Quicken Kristina
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Have been having this issue for well over a year. It used to work, then… it didn't. Balances all zeroed out. When I delete and re-install the account the balances appear briefly during the setup process then are back to zero again. I just reported it via the Help menu —> Report a Problem using CTP-7878.
Moderators: please do not close this discussion or mark 'Resolved' until it is actually fixed.
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For those saying "it is not Quicken's fault", well that is wrong. It is Quicken's product, and it is a broken implementation. The data IS uploaded from TSP servers since the correct balances are visible when the account is first added. It then just… disappears. Prior to a couple of years ago it worked just fine. Something changed, and Quicken is the one responsible for fixing that. Not TSP, not Intuit. Quicken is the one that has to quarterback this mess and get those third-parties to play nice again. It isn't ANYONE else's responsibility.
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My USAA account has no problem now getting the TSP balances, but it took months for that problem to resolved. Hopefully Quicken can figure this problem out quicker.
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Re. pheifetz's comment. 100% agree. Exactly the same issue on mac.
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Still. Not. Working. [Edited - Readability]
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My subscription ends in less than a month. I am debating whether to continue by subscription. If I discontinue my subscription, it is not because of the last of TSP support. It is the lack of support for any question. TSP has been a long-time issue with Quicken. Quicken does not care. They do not care enough to fix, establish workarounds, or even respond.
The most that "Quicken Experts" help with is "I recommend sending a problem report with log files attached and reference CTP-7878 in the description." Thread after thread, all they can contribute.
Why should I shovel money to a company that only wants to blow me off?
"
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Thrift Savings Account download and tracking appears to be working again! I periodically go through the setup process to see if the issue has been resolved and this time the account connected and displayed the "correct" (see note) amount. Mac OS 15.01.
Note: The amount shown is not precisely the same as that shown on the TSP web site. The TSP web site displays the previous days closing value. Perhaps Quicken is somehow extracting and displaying the current/real time value? We'll see how this plays out.
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Quicken does not care.
@redlegchevy I suspect that's not the problem, and that TSP is the problem — and they don't care. Quicken almost never posts any information about what's going on behind the scenes with connectivity issues. I believe one of the reasons for that is because they don't want to throw financial institutions under the bus, because they are at the mercy of those financial institutions to allocate time and effort to fix issues. It's a very real problem that Quicken needs to avoid financial institutions saying "we don't want to deal with our frustrated customers contacting us about Quicken, so we'll just drop connectivity for Quicken and make life easier for ourselves."
Yes, I understand and agree that it's super frustrating to have connectivity not work and not get any information from Quicken about why or when it might be fixed. I'm only saying that it's not because they don't care; it's because they don't know/can't answer when it will be fixed because it's out of their hands.
Quicken Mac Subscription • Quicken user since 19931 -
I would also point out that Quicken Inc is probably not directly involved in the fix. It would be between their service provider which is Intuit and the financial institution.
So, would be in the same boat as you are they can bug Intuit and maybe even TSP but since it isn't in their software they can't directly affect the change.
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Fixed for me as well today (with my existing TSP download configuration, not deleting and reconnecting), for the first time in over a year, hopefully it stays fixed…
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Thanks so much vrewick for letting us know about this!
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Some additional information: It seems the difference between what Quicken shows as a total balance and what the TSP website shows appears to be a rounding “error”.
Quicken/Intuit appears to calculate the total, rounded to 2 decimal points, by multiplying the number of shares taken to, but not rounded to, 2 decimal points (e.g. 100.009 shares is reported/calculated as 100.00 not 100.01) by the share price, which is rounded to two decimal points.
TSP calculates the account total, also rounded to 2 decimal points, by multiplying the number of shares taken to 3 decimal points by the share value taken to 6 decimal points.
So a little more work on Quicken/Intuit’s part, i.e. use TSP’s level of accuracy and the issue should be completely resolved.
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I don't know if there's some exception in the case of TSP, but Intuit/Quicken typically does not touch the number of shares downloaded by a financial institution. In Quicken Mac, the default for new transactions is that the share price is calculated based on the known cost and number of shares provided by the financial institution.
Quicken Mac Subscription • Quicken user since 19930 -
It finally works for me as well. I hope it sticks.
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Another issue with Quicken/Intuit importting TSP data you might notice. In the Securities Window I find that it creates a new Security each day it downloads information. It appears to be a display issue tather than a data one as the account total reflects the current day total (still with the apparent rounding error.)
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Well, that was short-lived. I just refreshed my accounts and TSP balance is back to zero.
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Still working here. But with the same issues. Q "creates" a new Security ID for each of the funds held each time it updates the information (under the Window header). And, Q is still rounding to two decimals for Shares held and Value so the Q reported balance is generally a little less than the balance from the TSP site.
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