AMEX - one account won't reconcile

gigaboy
gigaboy Member ✭✭
edited 4:45PM in Registers & Transactions (Windows)

Quicken Classic Premier for Windows 11, Desktop subscription
Version R65.29, Build 27.1.65.29
I have two AMEX accounts that are both connected to Amex using DirectWebConnect+.
Only one of these accounts is experiencing this issue, which started about 3 weeks ago (Dec 25).
Both accounts download transactions. With one account, reconciles correctly (meaning I go through the list of downloaded transactions, check each on that matches and click "Done". The correct software behavior during the software reconcile is to change the "c" to and "R" update the "Difference" line to "0".

However, with the problematic AMEX account, I check all the matching transactions, but the software shows an increasing out of balance the more matches I check. The statement balance remains at "0". I cannot reconcile. FYI, the account has been used with Amex since 1999.

I've attached a couple of screenshots so you can see what I mean. All of these transactions have been posted to Quicken, so they all match. The statement ending balance should not be 0.

1.jpg
2.jpg
3.jpg

I've performed validate, supervalidate, disconnected and reconnected the DirectWebConnect+, and has not resolved the problem.

Thanks in advance for your help!

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Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @gigaboy,

    Thank you for letting us know you're seeing this problem. To help troubleshoot, please provide more information:

    1. When was the problem account last successfully reconciled?
    2. Are you reconciling against the Online Balance?
      1. If you are, then the statement ending balance Quicken is filling is would be the Online Balance from American Express.

    If you are reconciling against the Online Balance, then switching to the Paper statement option may be a viable work around, since that will allow you to manually fill in the correct information.

    Screenshot 2026-01-13 at 5.55.34 PM.png

    I look forward to your response!

    Quicken Kristina

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