Unable to add PNC Bank Investment Accounts (edited)

aef

Hello,

I was using the PNC Private Bank Web Connect connection for the last year, and it was seeing my cash bank accounts and my investment accounts held with PNC Private Bank. About 1 month ago, it started showing only my cash bank accounts and stopped updating the investment accounts. I tried to reset the connection and delete and re-add the Private Bank connection. Now it doesn't even show the investment accounts as an option to add.

I've tried several times on all the PNC connection options, and on several browsers.

Any ideas?

Coach Kristina

Hello @aef,

When you try to re-add the investment accounts, are you seeing any error messages, or are they just not showing up as an option to add/link in your Quicken Simplifi?

If the accounts aren't showing up as an option to add at all, then, to help look into this issue further, please answer these questions:

• Has there been any activity in the accounts in the last 90 days?
• Are the accounts considered external accounts (i.e. are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to?
• Are the accounts a subtype of a different account?
• Has the financial institution made any recent changes to its website or sign-in process?
• Are you the owner of the accounts?

I look forward to your response!

Brotatochip622

I'm having the same issue. When first connecting to my PNC accounts to authorize Intuit/Simplifi access, all of my checking and investment accounts appear. When I return to Simplifi, only my checking and savings accounts show. The investment accounts are now disconnected because I tried resetting the connection.

Coach Kristina

Hello @Brotatochip622,

When I check on our end, it looks like you've been using the PNC Bank - Direct Connect connection option. Are you able to connect your investment accounts using any of the other PNC options, such as the PNC Private Bank Trust Web Connect option?

If you are not able to connect the investment accounts using any of the other options, please provide information about what happens when you try. Is it the same issue as you described in your initial post, or do you see an error messages/error codes, or is something else happening?

I look forward to your reply!

Brotatochip622

When trying other PNC options (PNC Investments, PNC Private Bank trust Web connect) I have the same issue. When connecting and logging in to PNC it allows me to select all and authorize the accounts (savings, checking, and investments). Then in Simplifi it only syncs the checking and savings, not the investments.

Coach Kristina

Thank you for your reply,

To help look into this issue further, please answer these questions:

• Has there been any activity in the accounts in the last 90 days?
• Are the accounts considered external accounts (i.e. are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to?
• Are the accounts a subtype of a different account?
• Has the financial institution made any recent changes to its website or sign-in process?
• Are you the owner of the accounts?

Thank you!

Brotatochip622

Has there been any activity in the accounts in the last 90 days? Yes

Are the accounts considered external accounts (i.e. are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to? No

Are the accounts a subtype of a different account? The accounts not syncing are investment accounts. The checking and savings accounts sync fine.

Has the financial institution made any recent changes to its website or sign-in process? Not apparent as a user.

Are you the owner of the accounts? Yes

Coach Kristina

Thank you for your reply,

Thank you for providing that information. Since this issue doesn't seem to be caused by the most common culprits that would prevent Quicken Simplifi from being able to see an account, please provide the following information so we can further investigate the issue:

• The name of the account, as it appears on the bank's website.
• If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
• A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
• A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

If you are not comfortable posting that information in this discussion, you can send it via DM.

Thank you!

aef

Hello,

Was this problem corrected for @Brotatochip622 ? It seems we are having the exact same issue - investment accounts not even showing us as an option to add. His answers to the initial questions are the same as mine. I can DM the answers to the second questions if that provided a solution. Thanks!

Coach Kristina

Thank you for your reply,

The issue hasn't yet been corrected; we just received the additional information they sent yesterday. It would help with the investigation if you send the requested information also.

It would also be helpful if you send a problem report with log files attached. You can do this by following these steps:

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.

Thank you!

Brotatochip622

@Coach Kristina I sent the requested log files with the reference id 461754689493743364

Coach Natalie

@Brotatochip622, thanks for sending all of the info!

We have filed a ticket for your missing investment accounts and will let you know when we hear back.

-Coach Natalie

CTP-11601

Coach Natalie

@aef, thanks for DMing some info!

We'd love to get you added to the ticket for this escalation, but we do need a bit more data from you first:

1. Has there been any activity in the accounts in the last 90 days?
2. Are the accounts considered external accounts (i.e. are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to?
3. Are the accounts a subtype of a different account?
4. Has the financial institution made any recent changes to its website or sign-in process?
5. Are you the owner of the accounts?
6. The names of the accounts, as they appear on the bank's website.
7. The names of the accounts as they appear in Quicken Simplifi.
8. A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).

Much appreciated!

-Coach Natalie