Star One Credit Union all accounts showing zero balance

RajOnTrack

All starone accounts are connected to the bank and transactions can be seen once the account is opened but account balance for all starone accounts show zero balance

Coach Jon

Hello @RajOnTrack,

Thanks for reaching out! To help clarify your situation, could you provide screenshots showing the issue within Quicken Simplifi? This would help us better understand what's going on. Additionally, have you also verified that the balance is showing this way in the mobile application or another browser/incognito mode?

Thanks,

Coach Jon

RajOnTrack

You are asking for sensitive banking information over the community chat.

Screenshot_20240901-175718~2.png

This is what is shown on quicken app. Account balance more than zero dollars in all accounts. This issue started last week. Prior to that it showed accurate balance that match account balance.

Hope this Information helps you identify the root cause of the issue and help resolve it.

RajOnTrack

I see same zero balance issue on both Android App iPhone app as well as on the Windows computer

Coach Jon

Hello @RajOnTrack,

Thanks for the information. Per my previous request, have you tried in another browser/incognito mode to see if anything has changed?

Additionally, what you may try doing is to reset the account connections for this FI. Here are instructions on how to do that: https://help.simplifimoney.com/en/articles/4857199-when-and-how-to-reset-your-account-connections#h_7f8fc15a86

Let us know how that goes!

-Coach Jon

RajOnTrack

i followed instruction and tried reset and another browser. It shows the amount the report correctly but on dashboard it shows zero for all the different accounts only for starone. rest of the bank account shows balance correctly

RajOnTrack

correctly under net worth only the amount from mortgage are showing corrertly but on dashboard mortgage is showing as zero balance. rest of the accounts are showing zeros in both net worth report and on dashboard. its throwing off all my calculations. Can you please help resolve this issue ASAP

Coach Jon

Hello @RajOnTrack,

Thanks for the update. Next, I would try to establish a fresh new connection. You can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts.

Let us know how that goes!

-Coach Jon

RajOnTrack

I spend 2 hours following the instruction to establish new connect and all in vein. Someone needs to look on your end to fix this issue. It is the application related issue not a user error that you are recommending steps to fix on my end. I can see all the transactions in the account with no issue. The balance on dashboard and in reports shows zero balance which defeats the purpose of using quicken to track all bank accounts. Kindly escalate to fix this starone issue ASAP.

Appreciate you looking into this issue.

Coach Jon

Hello @RajOnTrack,

We can definitely understand your frustration, however, certain avenues of troubleshooting need to be done before we can proceed to escalation. To clarify from your previous reply, did making the accounts manual and using a fresh new connection not work? Did the accounts connect, and the balances did not update? Please let us know!

We do have a great support article that goes over a few troubleshooting steps for balance discrepancies. I would verify if these steps help in resolving the issue as well! https://help.simplifimoney.com/en/articles/4202003-how-to-resolve-balance-discrepancies#h_2ba14b2526

-Coach Jon

RajOnTrack

Hello Jon,

Yes that is correct. Making account manual and then establishing new connection did not work. After new connection, account continues to get the transaction from the bank as before but the balance still shows zero every where .

What is the next step to resolve this issue

Coach Jon

Hello @RajOnTrack,

Thanks for the reply and the information. Were you able to verify if the steps in the support article I shared helped at all? If not, could we please have the following information? You may feel free to send it via direct message to me.

• The name of the account in question, as it appears in Quicken Simplifi.
• The name of the account in question, as it appears on the bank's website.
• A fresh screenshot of the balance for the account in Quicken Simplifi.
• A screenshot of the balance displayed on the bank's website for a comparison.

Additionally, we will need logs sent. The instructions below explain how to do this:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Thanks,

Coach Jon

RajOnTrack

Done. Let me know if you received it. Looking forward to get this resolved Asap.

Coach Jon

Hello @RajOnTrack,

Thanks for sending the logs we requested. It looks like you never sent the other requested information. As I stated, you may feel free to send that directly.

https://community.simplifimoney.com/discussion/comment/41148#Comment_41148

Thanks,

Coach Jon

RajOnTrack

Hello Jon,

you are asking Privacy data about my bank acount numbers and balance .. its not safe to share these data. Am I the only one using the Starone credit union who is experiencing this issue ?

RajOnTrack

I do not believe anyone will share banks private information. How come the transactions can be see in the Quicken for starone like any other account but only the starone balance shows as zero but other banks balance matches the balance as shown in the bank. I am sure if you were to work with your programmers they can look at the their programs and find the issues that have in their coding

RobWilk

The bank connections are mostly handled by a third party, each bank has its own connection handler. That’s why some individual banks sometimes have problems. The bigger named banks tend to get fixed (or noticed broken) than the smaller ones.

RajOnTrack

Hello Rob

there is now connection issue .. all the transactions from the bank are seen in Quicken. Its just the balance shows on dashboard and reports shows as zero

RobWilk

there may be a bug in the connection. Connection states are not merely up or down. Also, you may have pending transactions which affect the balance shown.

Coach Jon

Hello @RajOnTrack,

Thanks for the replies. At this point, I would recommend contacting our Chat Support for a private support experience, since the only way we can escalate something is by gathering the required data. Chat Support will allow us to obtain that data in a private setting. You can contact them using the steps here: https://help.simplifimoney.com/en/articles/5077917-how-to-contact-support

I hope this helps,

Coach Jon