Why does Axos Bank DC return $0.00 balance when using Quicken direct connect download

Ed Mahoney
Ed Mahoney Quicken Windows Subscription Member ✭✭
edited November 16 in Download, Add/Update Accounts (Windows)

I am experienced with Quicken Classic, and online services through Quicken, both Web Connect and Direct Connect.

I FINALLY figured out what I was doing wrong to establish online services between Quicken and Axos Bank DC. (I am moving from Key Bank to Axos due to things that Key Bank has changed that make me mad, like $50/month service fees).

Now I am successfully downloading transactions, but I have to manually enter the bank's accurate checking account balance when I reconcile, because the Axos is downloading a value of zero for checking account balance.

Today (8/26/25) I tried making a connection to a new quicken file and the new file manifests the same zero balance problem when downloading transactions from Axos Bank DC.

Is anyone else having this issue, or had the issue and found a fix? Axos tech support is no help.

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Answers

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @Ed Mahoney,

    Thank you for letting us know you're encountering this issue. To clarify, the Online Balance is showing as $0 in Quicken, but is reflecting correctly on Axos' website? How new is this account? Has the Online Balance in Quicken been showing $0 since you added the account, or was it working correctly, and then stopped?

    When you reconcile in Quicken, are you comparing to the Online Balance, or to the Statement Balance?

    Did Axos tech support do any troubleshooting with you? If so, what troubleshooting did they do?

    I look forward to your reply!

    Quicken Kristina

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  • Ed Mahoney
    Ed Mahoney Quicken Windows Subscription Member ✭✭

    Its been 0.00 since I established the direct connect link. I even created a new Quicken file and tried a fresh direct connect link to Axos, and I was able to receive the transaction history but the online balance shown in Quicken is 0, while the online balance in Axos is not 0.00.

    When I reconcile in Quicken, I am forced to use the Statement balance, because the online balance is incorrectly shown as 0.00.

    Axos tech support did not do any trouble shooting, telling me "they are trained to help with connection problems, not data problems" and sent me to work with Quicken to resolve this.

    Here is another issue I just realized I have - Axos does not inform Quicken that pending transactions are pending - I receoved the pending transactions yesterday but they were treated as normal downloaded transactions - then today the pending ones showed up again as cleared.

    What I really need is some way to get the Axos Quicken development team to realize they have problems that need to be fixed, but I have no contact information to the Quicken support team at Axos.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited August 29

    Thank you for your reply @Ed Mahoney,

    Since the financial institution wasn't able to help when you contacted them, I can try escalating the issue on our end.

    So that we can investigate the issue, please navigate to Help>Report a Problem and send a problem report with log files attached. Please also include a screenshot that shows the $0.00 balance in Quicken, and a screenshot from the financial institution website, showing the correct balance (make sure to redact any personal information).

    Report a Problem QWin.png

    Note - Problem reports allow a maximum of 10 attachments. If you need to send more than 10 attachments, you can send a second problem report with the additional attachments. You can also unselect any pre-selected files that have OLD in the filename.

    Please let me know once you've sent the problem report!

    (CBT-792)

    Quicken Kristina

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  • Ed Mahoney
    Ed Mahoney Quicken Windows Subscription Member ✭✭

    I did send the problem report I think on the 31st or 1st. . Sorry I didn't respond sooner

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    I attached the logs to the ticket.

    Thank you!

    Quicken Kristina

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  • Ed Mahoney
    Ed Mahoney Quicken Windows Subscription Member ✭✭

    Is there any sort of update on this; is anyone working on this with Axos?

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited October 14

    Hello @Ed Mahoney,

    Sorry for the delayed response. We did finally get an update from our team. They requested that you please attempt to reconnect your Axos account, and let us know if the issue persists.

    Please let me know how it goes!

    (CTP-14468)

    Quicken Kristina

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