Urgent: Escalation re: Unresolved 30+ Day Fidelity Failure (Customer Logs Already Provided)
Dear Mr. Dunn and Members of the Executive Team,
I am writing as a long-time Quicken customer who depends on your product for comprehensive financial management. For over a month, a critical feature has been completely broken — the ability to download transactions from Fidelity Investments — and, according to your own community forums, this issue is affecting a large number of users. The problem began around September 12, 2025 and remains unresolved.
I am escalating this to you directly because all standard support channels have been exhausted. I have provided detailed diagnostic logs, screenshots, and even participated in a live screen-sharing session with your support staff. Despite these efforts, the problem persists — with no resolution or meaningful communication on a timeline for one.
This is not an isolated user issue; it represents a systemic breakdown in Quicken’s integration with one of the largest brokerage firms in the country. The ongoing outage and lack of substantive communication have become untenable.
The Widespread and Unresolved Problem
- Consistent Failure: Since mid-September, Quicken’s One Step Update completes without error but fails to download any new transactions from Fidelity. Other financial institutions continue to sync normally.
- Community Confirmation: Hundreds of users across multiple Quicken Community threads and Reddit discussions report identical behavior, confirming this is a widespread outage, not an isolated configuration issue.
- Failed Troubleshooting: Standard remediation steps — deactivating/reactivating accounts, validating files, creating new data files — have all proven ineffective, clearly pointing to a backend integration failure between Quicken and Fidelity.
- Insufficient Communication: While moderators have posted an “Active Alert” on the Quicken status page, there has been no substantive update, root-cause explanation, or estimated resolution date for more than 30 days.
Why This Situation Is Unacceptable
- Failure of Core Functionality: Fidelity is a cornerstone institution for millions of Quicken users. The inability to download transactions renders the product nearly useless for investment management — reducing it to a manual ledger when automation is the central value proposition.
- Erosion of Brand Trust: Customers pay premium subscription fees for reliability. When such a fundamental feature fails for this long — and on this scale — it undermines confidence in Quicken’s stability and its commitment to its user base.
- Lack of Transparency and Accountability: A single, static “we are working on it” message for over a month is not acceptable communication. The silence from Quicken’s leadership leaves paying customers feeling ignored and devalued.
An Urgent Request for Action
To begin restoring trust and accountability, I respectfully urge Quicken’s leadership to take the following immediate steps:
- Public Acknowledgment from Leadership: Issue a formal statement acknowledging the severity and duration of this outage. Communicate it directly to affected customers via email and display it prominently on your website.
- Provide a Detailed Status Update and Timeline: Be transparent about the root cause, describe collaboration with Fidelity’s technical team, and provide a clear estimated timeline for resolution.
- Commit to Regular Communications: Deliver meaningful progress updates at least twice a week until full resolution. “Still working on it” is not an update — share milestones, setbacks, and next steps.
- Focus on Fixing the Core Issue: While I appreciate the one-month service credit offered by support, compensation is not a substitute for a functioning product. This requires an engineering fix, not a billing adjustment.
- Publish a Post-Mortem: Once resolved, share a transparent post-mortem explaining what failed, why the fix took so long, and what safeguards are being implemented to prevent recurrence.
I have been a loyal Quicken customer for many years and genuinely want to see the company succeed. However, that success depends on the reliability customers count on every day. This situation has become more than a technical outage — it is a test of Quicken’s integrity, leadership responsiveness, and commitment to its users.
I look forward to a public and substantive response within the next 48 hours.
Sincerely,
Viraf
Comments
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Agree!
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well said. Thank you.
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Hi @viraf, I am sorry to hear about the trouble you have had receiving transactions from Fidelity and appreciate the feedback you have shared regarding the Fidelity migration. We will share this feedback with the appropriate department so improvements can be made. Regarding your individual case, I am sending you a direct message. Thank you.
Please navigate to the inbox in the top right-hand corner of the Community page and check your inbox.
Quicken Janean
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Viraf,
This was such an excellent request on so many levels. Quicken execs need to step up and communicate with their users. So sad to see a great product lose clients due partly to poor communication issues.
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One of the most well-written pieces I have seen, especially addressing the lack of communication to current customers of Quicken. Speaking with representatives in the President's office, I have relayed this thought on numerous occasions. Keeping the customer informed is a basic tenet of good customer service. At this, Quicken has failed. And yes, I am looking into alternatives out of a lack of frustration.
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I hope everyone understands that much of this blame falls on Fidelity. They did not plan or execute this well. Much of it has to do with their mapping of accounts and data. The two of them needed to work together.
I had two accounts, one seems fixed but not sure if downloads will happen. The other is downloading. My plan is to move them if this isn't fixed by month end. I agree with the OP on many of the points made.
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20+ year Quicken user feels like we have been abandoned after YEARS of paying good money for this service. While I understand the complexity of the issue with the EWC+ conversion on a financial institution as diverse as Fidelity's I cannot understand the lack of minimally weekly updates and perhaps daily ones on such a substantive issue. I completely agree with Viraf's assessment above and support his demand for accountability and communication. Every morning when I log in and see the splash page with "Quicken and Fidelity" on the splash page, I have a quick chuckle at this irony and then immediately the growing disatisfaction with your current product and support returns.
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Thanks, Hopefully this gets some attention, thank you for your eloquent post.
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I heartily agree with @viraf's description of the problem and request for action. The discussions here in the Community related to this problem have totaled almost 70,000 views and 1,900 comments.
I hope that when @Quicken Janean says "We will share this feedback with the appropriate department so improvements can be made," that means it will be brought to Eric Dunn himself.
We deserve a communication from the top and regular, accurate updates.
QWin Premier subscription4 -
Agree, get this fixed. The software should make our job easier, not constantly figuring out how retify download issues between Fidelity and Quicken
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I have spoken (or tried to) with Fidelity and their customer representative didn't even know what Quicken was! Quicken should be advocating for all customers with a major financial institution. Their solution apparently is to manually download transactions from Fidelity's website. This is unacceptable and Quicken should move QUICKLY to resolve the issues
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So frustrating….. I did as requested weeks ago—to send a ticket to Quicken to "Report a Problem". Got the same response…"working on it". I'm about to punt, and find other tools.
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An example of the ineffective communication from Quicken is that there are currently at least 5 open Alerts and 2 Announcements on these issues. These cover overlapping issues and many of the titles do not accurately describe the issues they address. Only three have been updated since October 1.
We users would be much better served if there was one consolidated Alert that clearly stated each issue with the internal tracking number, an update on what Quicken thinks the current status is ("Gathering information," "Fix being tested," "Fixed as of XX/XX," etc.,) what if anything users need to do to take advantage of the fix, and any workarounds available.
This Alert is a good example, but it has not been updated since 9/22 and it appears that the updated top post does not cover all the issues discussed in earlier updates.
Thank you for your consideration.
QWin Premier subscription6 -
Thanks @Jim_Harman! We will look into consolidating and updating our alerts. We appreciate the feedback.
Quicken Janean
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@viraf , thank you for taking the time to write this, and all the time you've spent providing diagnostics to Quicken! I'm also a long time user of Quicken (since I guess Windows 3.1 era). My dad, a CPA, was using Quicken on MS-DOS. I currently have 47 accounts in Quicken (7 at Fidelity including NetBenefits). There are 22 boxes checked on 'One Step Update Settings', and transaction history back to 1998. I haven't the patience to contribute as much as you have, and frankly don't believe it is my job (nor yours) as a Quicken customer to have to hand-hold a service we pay for. As @dlpjm said: "The software should make our job easier, not constantly figuring out how retify download issues between Fidelity and Quicken."
At this point, I'm afraid to OSU for concern it'll mess up my Fidelity accounts (again). I'm starting to spend way more time searching through here on these forums trying to determine when it's safe, than I do actually using Quicken.
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@viraf I couldn't agree more. This is a complete mess, but I too think most of the responsibility belongs on the Fidelity side. How could Fidelity roll out something that is so clearly flawed? I have 11 Fidelity accounts that were syncing and downloading perfectly a month ago. Now, most of them are out of sync or don't have the sweep money market being registered as cash or aren't downloading transactions. Some accounts look okay, but a closer look shows they're just using old data and haven't updated at all. I spent 2 hours on the phone with Quicken support in hopes of resolving a single issue, but that only resulted in the account being permanently disconnected. The tech support liaison that spoke with for 2 hours sounded as frustrated as I. She kept going between me and her backroom team, which I assume has more technical expertise. But in the end, there was no resolution and we just gave up. I'll give it another month and see what happens, but this is very disappointing. I too have been using Quicken since the MS-DOS days. I now use Quicken for Mac, which has been a lot more stable than the Windows version… until now.
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@viraf, great post! It is unclear whether the problem lies with Fidelity or Quicken, but the lack of communication for such a major dumpster fire of an issue is concerning.
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But, on the other hand, I have used Quicken and Fidelity for decades also and don't have any problems with downloads from Fidelity. And, in case you are wondering, I have no problems with downloads from the other financial institutions is use = Citibank, Bank of America, American Express, Chime, HSA Bank and Vanguard.
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I am also frustrated with the rollout of the Fidelity Investments EWC+ download process. Found it hard to believe that such a major change was released before comprehensive end-to-end testing. None of us have time to manually delete duplicate or missing transactions, the list goes on and on. I spent almost an hour today with customer support trying to resolve failure for quicken to link cash management accounts which Quicken no longer recognized. It's unacceptable that the issues outlined in this thread have been ongoing for a month or longer.
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Thank you Viraf for taking the time to write to Mr. Dunn and the Executive team. I seriously hope that it is forwarded onto them and that they keep us informed of the situation and when it will be safe to start using Quicken again.
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Based on what I was reading, I was very, very concerned about this Fidelity/Quicken migration from DirectConnect (where Quicken on my PC interacts directly with Fidelity) to EWC+ (where Intuit servers (aggregrator) retrieve and hold all the info from my FIs and then sometime later, my Quicken/PC connects to INTUIT servers and downloads the info).
One thing I do appreciate is the with EWC+, they don't store my userid/password. It is just used to get a get a token that gives them read-only access to the account transactions.
I waited until the zzz-DC connections would no longer allow me to download Fidelity transactions and then walked through the migration. That finally happened yesterday. As retirees, we do virtually everything through Fidelity. I was very concerned. Some of this (being aware that Fidelity maintains closed accounts and disabling the download auto-add to register) when doing the migration.
What I did was:
1) Reconciled all of our accounts
2) Created a .pdf and .xslx reports showing all of our accounts and balances
3) Made a list of all of my family's Fidelity accounts and account numbers.
4) Made sure that all of the old accounts still present in Quicken (for historical purposes) were deactivated and closed. For us, that is quite a few because earlier this year, Fidelity's Fraud dept insisted that they needed to close all the accounts and transfer to new ones.
5) Updated Quicken/Windows/Premier from R64.29 to the latest R64.30
6) Clicked OSU and initiated the cutover to EWC+
With 10 active Fidelity accounts, I was a little worried able how long the process was taking but it finally finished. I have a couple of observations that may help people.
1) Once Intuit/EWC+ begin to compile the info, it presented a large number 25+ accounts that I needed to walk through and indicate how each should handled. That list was quite long which is why I prepared item (3). FYI - If an account has been closed or moved, Fidelity still retains them available for at least 7-10 years. The list of accounts presented was over twice as large as our active accounts. I had to be very careful about which accounts I tagged to <ignore>; which ones I said to <create>=none; and which ones I said to <link> to existing Q accounts (and which Q account to link it into). IMO, it is critical to get this right.
2) After that input, Q spun for quite a while, Q can back with basically 2-3 months of transaction history in the as downloaded transactions. They were ALL already in the register as reconciled transactions with the right dates and amounts but the initial transaction download process presented them all as <new> (not <matched>) transactions. In the <downloaded transaction area> I did have to go through them all and <EDIT><DELETE><OK> them all. But, they were never added into the real account register. If they had been, that would have been hell to go through there and find/delete all of the duplicate transactions.
3) Went through and validated all of the balances and holdings.
4) Until you resolve all the accounts in Quicken that have online-downloads turned on, Quicken continues to ask you to reconnect each time you download.
Probably because I waited as long as I could… For us, it looks like it has been successfully.
WARNING: In <Edit><Preferences><downloads> there are settings that will cause Quicken to automatically enter all downloaded transactions into your account and investment registers. If I had the turned on, all of those duplicate transactions would have been automatically recorded in the account/investment register and all of the holdings and balances would have been trashed. I would encourage you to turn those features off during this conversion and maybe forever.
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Thanks for this detail. I'm going to wait at least until Monday before I do the cut-over. Fortunately my activity with Fidelity isn't as intense as yours — my day to day banking is elsewhere, so the only Fidelity activity I'll need to correct are a few buys, a few sells, a bunch of dividends reinvested, and a few transfers out. I'll keep my fingers crossed, but your post at least gives me hope.
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Looks like @viraf got through:
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The list is somewhat disappointing as many issues that have been reported are not listed.
Deluxe R64.30, Windows 11 Pro
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Thanks to Viraf for excellent explanation of problem. But here is another twist. I have been using and downloading with Quicken for 30 years, and have very large file of various accounts and transactions. Now I don't have access to my Fidelity accounts, and would like to bail from Quicken and go to a more dependable app. But I can't!. Because Quicken discarded the owned app and went to the online version I am their prisoner. If I don't have the app I can't get access to the files I have built up over the years, and still want access to for various purposes. But I will not be able to access them unless I pay Quicken the app fee forever! There are various reasons that I may need access to that long closed account information, and with some there is no way to obtain them now, except from the Quicken files that I had long assumed would be mine and accessible to me. Any suggestions?
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Quicken is still primarily a desktop application. It does not make it easy to export your data for use by another program. But if you have Deluxe or higher, after your subscription expires, you can still access your data. All online features are disabled, but you can run reports, add or edit transactions, etc.
With an expired subscription, a large portion of your screen will taken up with a reminder to renew.
QWin Premier subscription0 -
My understanding, based largely on others' comments, is that if you stop paying Quicken their fee, you continue to have access to your data; you just cannot get software updates (might be a good thing) and cannot download new transactions.
You can continue to look at your historical data, and run reports on them. You can export them to CSV/Excel and with a little bit of work have a very viable Excel history of your transactions.
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