Incomplete account syncing

Mirage1959
Mirage1959 Quicken Mac Subscription Member
edited September 9 in Download, Add/Update Accounts (Mac)

I use Quicken for Mac, version 8.2.1. For several months, three of my seven JP Morgan Chase investment accounts are not showing the correct balance. I tried deleting those accounts and adding them back, but no success. I tried deleting all JPMC accounts and adding them back but still the same problem. Since four of the accounts are correct, I don't think it is a problem on JPMC's end. Suggestions?

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Answers

  • Mom Scalf
    Mom Scalf Quicken Windows Subscription Member ✭✭

    I apologize in advance if when you said you "deleted those accounts" means you already did this step, however… if you edit the account, there is a tab for Online Services. You can either "Deactivate" the account, or "Reset Account." Try deactivating the account and setting it up again for online services (or is this what you meant when you deleted the account?)

  • Quicken Anja
    Quicken Anja Moderator mod
    edited August 9

    Hello @Mirage1959,

    We appreciate you reaching out!

    I took a look at your account and don’t see any internal errors occurring on our end. I also wanted to circle back to what @Mom Scalf asked—when you say you “deleted” the accounts, do you mean you completely removed them from your Quicken file and re-added them, or did you just disconnect and reconnect them for downloads?

    Just to note, Mom Scalf’s steps are for the Windows version of Quicken. On Mac, the equivalent would be to open the account, click the settings gear icon in the top-right (above the graph)—

    image.png

    —then go to the Downloads tab and click Disconnect account.

    image.png

    Another thing to check is for Placeholder Entries—these can sometimes cause the account balance to be off. Scroll to the bottom of the account register and look for any greyed-out-looking transactions; those are placeholders. If you find any, try deleting them: select the placeholder, then click Delete.

    Before doing this or any other troubleshooting step, I recommend saving a backup of your file just in case.

    Check back and let us know!

    -Quicken Anja
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  • Mirage1959
    Mirage1959 Quicken Mac Subscription Member

    Thank you for your response. I have completely removed the accounts and re-added them on several occasions but the problem continues. I have also disconnected and reconnected with no luck. Interestingly, I just tried disconnectd/reconnect again and the display showing the accounts to be added has the correct JPMC balances. But when Quicken finished syncing, the balances were not updated.

    I am confused about Placeholder Entries. I have no idea where to find them.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    If you have detailed tracking in your Quicken, then, in the Transactions tab, the placeholders will look similar to the sample image below.

    Screenshot 2025-08-09 at 5.44.56 PM.png

    When you double click on a placeholder, you will get a screen similar to the image below.

    resolving a placeholder.png

    If you are using Simple tracking (Transactions tab will be greyed out), on the Dashboard tab, you can click on a security and select security detail.

    Screenshot 2025-08-09 at 5.51.24 PM.png

    In the security detail window, there is a transaction history section. If there is a placeholder, you would be able to see it there, but will not have any option to edit it.

    Screenshot 2025-08-09 at 5.51.34 PM.png

    For more information on placeholders, please review this help article: https://info.quicken.com/mac/resolving-missing-cost-basis-placeholders

    I hope this helps!

    Quicken Kristina

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