Elan Financial Services (Fidelity credit cards) stopped downloading

samatwood · March 27

My Fidelity VISA credit card stopped downloading about 10 days ago. I've tried repeatedly and there is no error message, however it fails to download any transactions.

The only possible cause I can think of is around the same time frame I opened up an archived Quicken file to view some old data. When I reopened my current file, I was prompted to reactivate a credit card account. But I thought it was a Chase account, not Elan.

Thanks,

Sam

Frankx · March 27

Hi @samatwood

Thanks for the additional information, it is helpful.

Your problem is the "old account number" but you DON'T need to delete the account. All you need to do is to deactivate the current account and reactivate the account using the new account number.

The steps would be:

Backup your datafile, just in case something goes wrong.
Open up the current account > click on the "gear" icon in the upper right;
Click on the "Online Services" tab > click on the "Deactivate" button > then click the "Yes" button.
Next, you'll need to go to the "General Tab" and remove the old account number and add the new account number.
Then go back to the "Online Services" tab > click on the "Set up Now" button > then follow the prompts.

Let us know how that works out, or if you have any followup questions.

Frankx

Frankx · March 27

Hi again @samatwood

It is actually very difficult for us to determine where the problem might lie, based on the information you've provided. Have your reconciliations for prior months always reconciled? If the answer is "yes" - one thing that you might want look at is the starting balance of this account in Quicken. There have been situations where - for some unknown reason - something changes the starting balance of a Quicken account.

Frankx

Frankx · March 27

Hi @samatwood

When you open up the credit card account and choose "Edit Account Details, what are you seeing next to "Financial Institution"? It should be "Elan Financial Services". Also on this screen, is the information for "Account Number" and "Customer ID" correct? If so, go to the "Online Services" tab and click on the "Reset Account" button.

Let us know how that goes.

Frankx

samatwood · March 27

Thanks Frankx! The name of the financial institution is correct, but it has an old account number. I can't see a way to edit the account number. Do I have to delete the account and create a new one with the correct account number?

Frankx · March 27

Hi @samatwood

Thanks for the additional information, it is helpful.

Your problem is the "old account number" but you DON'T need to delete the account. All you need to do is to deactivate the current account and reactivate the account using the new account number.

The steps would be:

Backup your datafile, just in case something goes wrong.
Open up the current account > click on the "gear" icon in the upper right;
Click on the "Online Services" tab > click on the "Deactivate" button > then click the "Yes" button.
Next, you'll need to go to the "General Tab" and remove the old account number and add the new account number.
Then go back to the "Online Services" tab > click on the "Set up Now" button > then follow the prompts.

Let us know how that works out, or if you have any followup questions.

Frankx

samatwood · March 27

Mission accomplished! Thanks so much. Honestly I don't know what I'd do without you all in the Quicken Community.

Any ideas on how to prevent this from happening in the future? As I said, the only thing I did recently was archive data, then open an archive file, close it, then reopen my current file.

Frankx · March 27

Hi again @samatwood

It is difficult to say exactly how it happened, but somehow - likely in the archiving process - the correct account number was changed to the old account number.

However, I would suggest that you not use the archiving process at all. A lot of us users do not archive because there really is little benefit from it. My understanding is that archived files are somewhat smaller in size from the full datafile. But archived files are not "complete copies" so if you have a problem with your current datafile, reverting to an archived file will be more difficult, likely incomplete, and take much more time to reset download connections.

Rather than archive, what we do is to save a backup of your current datafile every so often (e.g. at year-end; every 6 months, quarterly, etc.) and if things happen that prevent you from using your current datafile, you simply revert to the most recent backup and go on.

Hope this helps.

Frankx

samatwood · March 27

Thanks again. So I have a new question related to this thread. Now that I've reconnected with my Fidelity credit card account, and downloaded all transactions, I tried once again to reconcile my Quicken account with my latest month paper statement. I input the amounts into the reconcile box and the end result is an approximately $350 difference. What's stumping me is that in the Quicken reconcile box, the total number of charges and the total number of credits match my paper statement exactly. Also, all my previous months have been reconciled without any adjustments. Any ideas??

Frankx · March 27

Hi again @samatwood

It is actually very difficult for us to determine where the problem might lie, based on the information you've provided. Have your reconciliations for prior months always reconciled? If the answer is "yes" - one thing that you might want look at is the starting balance of this account in Quicken. There have been situations where - for some unknown reason - something changes the starting balance of a Quicken account.

Frankx

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