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Orphan Accounts?

Mortimer Duke

Subsequent to connectivity issues with an insulation, I found myself needing to change the accounts to manual and the re-adding the institution and relinking the original accounts.

After adding and linking the institution, I still showed accounts entries for both the linked account and the newly-readded institution. (Both as Savings accounts - NOT Manual).

Reckoning deleting and readding the institution again might help, I deleted the institution completely. However I now have an orphan account left behind with no corresponding institution or way to delete it.

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Coach Kristina

Hello @Mortimer Duke,

Thank you for letting us know you're seeing this issue. To clarify, when you deleted the financial institution, did it delete one account, but not the other? Is the one that didn't delete showing as a manual account (Settings>Accounts)? If it is showing as a manual account, you should still be able to delete it (for instructions, click here). If it's showing as a manual account, but there is no option to delete it, please post a screenshot of what you're seeing (make certain you redact any personal information).

If it's not showing under Settings>Accounts at all, please post screenshots of what you're seeing (make sure to redact any personal information).

I look forward to your reply!

Mortimer Duke

It's showing in the main account list as a Savings account with no corresponding entry Manual Accounts or under any institution under Settings-Accounts by which it can be deleted.

Sending photos of the Settings-Accounts screens would be rather pointless as the whole issue is the absence of a corresponding institution or Manual Account.

Coach Jon

Hello @Mortimer Duke,

Thanks for reaching out! This is certainly a strange issue. Can you please verify if the issue is also showing on the web application as well? If it is only showing within the mobile application, I would have you uninstall/reinstall the mobile application to see if the problem clears up. Let us know!

-Coach Jon

Mortimer Duke

Strange indeed.

However, upon accessing Settings → Accounts through a browser, an entry existed for an unspecified institution that the app does not display and to which the orphan account is associated.

No controls exist to edit or delete the institution, but deleting the account deleted the phantom institution as well.

Now I just need the original account to re-add cleanly…. 🤦🏻‍♂️

Thanks for the help.

Mortimer Duke

Perhaps I should create a new topic for this, but re-adding the Barclays account now is truly problematic.

I add Barclays as an institution and am told All Accounts are up to date. However, the Institution for Barclays under Settings → Accounts does not appear in alphabetical order with the rest of the institutions. It appears as a one-off entry after Manual Accounts, under which no accounts exist.

This occurs in both the app and browser.

is there any way to administratively nuke any reference to Barclays from my data so I can start from scratch?

Coach Jon

Hello @Mortimer Duke,

Thanks for letting us know, I am glad that the original issue was resolved! Can you provide a screenshot of the issue under Settings > Accounts, so that we may better understand the specific issue occurring? To clarify, were you able to successfully add the account into Quicken Simplifi, and it is just being listed as manual under Settings > Accounts?

-Coach Jon

Mortimer Duke

No. it's not added under Manual Accounts. It's off on its own - after Manual Accounts, but with no accounts identified for it. This is at the very bottom of Settings → Accounts.

Ask again - is there any way to nuke my data to zero so I can rebuild cleanly from scratch?

Coach Jon

Hello @Mortimer Duke,

Thanks for the requested screenshot. If you select the 3-dot menu as seen in your screenshot, does it not give you the option of deleting the institution?

If not, does this issue show up in different web browsers/incognito mode as well as the mobile application?

-Coch Jon

Mortimer Duke

Yes. It does (shows the dots and delete option on both app and browser).

The problem is that even after deleting and re-adding the entire institution, it gets stuck in a penalty box at the bottom of the account list and won't recognize any accounts within it.

Re-ask again. Can my data be completely nuked so i can rebuild my accounts cleanly? Or should i start from scratch under a different email and subscription?

Coach Jon

Hello @Mortimer Duke,

Thanks for the reply. If you are asking to start completely from scratch, as in a blank dataset, Quicken Simplifi does not have a way to reset your account, delete all of your data, and start over at this time. Can you provide a screenshot showing the accounts that are unassociated with the financial institution, as you mentioned previously? Do they still connect/download correctly? Is this specifically just a visual bug with the financial institution showing up under Settings > Accounts without the accounts being shown under it, or do the accounts not show up at all anywhere?

-Coach Jon

Coach Jon

Hello @Mortimer Duke,

I apologize; it turns out that we can delete your current dataset so that you can start over fresh if that is what you prefer. If you can confirm that is what you want to do, let us know, and I will send over that request.

However, I still believe this issue is solvable, and rather than starting over, I would suggest just deleting the empty institution under Settings > Accounts since it has nothing to do with the currently connected accounts within Quicken Simplifi. Connected accounts themselves will always be listed under a financial institution within Settings > Accounts. Every time you disconnect/reconnect from a bank, the old connection will end up as an empty institution under Manual Accounts, and those empty institutions can just be deleted since the new connection will be in the applicable section according to the connected financial institution. I hope this makes sense!

Additionally, instead of deleting the dataset to start over, you may also delete all your accounts and institutions and achieve the same goal of starting over, but with just your accounts. Let us know what you prefer!

-Coach Jon

Mortimer Duke

I'm not sure that what you describe is what actually occurring.

Once upon a time, Simplifi displayed my Barclay's Tiered Savings account until it suddenly didn't which began the series of issues I've described in this discussion.

The current problem isn't that I can't delete or add Barclays as an institution. Now, no matter how many times I've tried to delete and re-add Barclays and am told that the adding was successful, Simplifi now cannot see the actual account.

I'm currently dealing with something similar with Fidelity. After spontaneous connectivity issues that took several days to resolve, Simplifi simply no longer recognizes one particular account that it once did which no number of institutional deletions and re-additions has resolved.

Something is laying out there somewhere in the data associated with my Simplifi account that, after the series of connectivity problems, deletions and re-additions now prevents Simplifi from recognizing my account(s) with those particular institutions - hence my suspicion that nuking my entire data set (rather than deleting the individual contents and hoping no remnants are left behind) may be the easiest solution in lieu of any more specific assistance.

The alternative would be to open a new subscription associated with a different email address to which no data possibly could have been previously associated.

Coach Jon

Hello @Mortimer Duke,

Thanks for the reply. As stated previously, we can definitely delete your current dataset so that you can start over if that is what you prefer; just let us know.

I am still interested to know if when you say you add Barclays, but Quicken Simplifi does not recognize it, does that mean that the account downloaded correctly into Quicken Simplifi and you can connect just fine, or does it fail to download at all and you are left with just the empty account you showed us?

Regardless, let us know what you prefer to do going forward, and we will proceed!

-Coach Jon

Mortimer Duke

Adding Barclays creates an institutional entry but recognizes no accounts associated with it.

As I previously mentioned, I have a similar issue with Fidelity which recognizes several but not all accounts despite displaying it among the list of accounts identified.

Mortimer Duke

After letting things sit for a couple of days, I tried to re-add my Barclays account - with partial success.

Simplifi successfully connected and identified my Tiered Savings account which I selected for additional.

Unfortunately, I immediately received a Care 324 error.

Even after trying to reconnect, the balance continues to read zero with an alert designator next to the balance.

Coach Jon

Hello @Mortimer Duke,

We are aware of a known issue with Barclays, where no or only partial transactions will download when connecting. I am not aware if this issue is accompanied by a 324 error, however.

https://community.simplifimoney.com/discussion/11959/new-3-31-25-barclays-missing-transactions

I would verify if a fresh connection clears up that error you are receiving. 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

Mortimer Duke

I'd say there's no need to make any detected account as manual as Simplifi hasn't loaded any transactions for it, unless doing so has some kind of technical benefit to relinking with Barclays I'm not aware of.

and yet…

Which only furthers my suspicion that deleting the dataset in its entirety and beginning from scratch with no possible conflicting data remnants to interfere is the likeliest path to success - especially as the amount of time being expended upon these repeated issues is rapidly becoming hugely counterproductive.

Coach Jon

Hello @Mortimer Duke,

Thanks for the reply! We can delete your dataset if you want to just start over, however, I believe the issues you are seeing are likely caused by the ongoing issues with Barclays right now, and you may still have the issue with a new dataset. If you still would prefer to start over, let us know!

-Coach Jon

Mortimer Duke

With multiple gremlins out there, it's kind of difficult to know how to proceed.

Sometning apparently worked intermittently as a recent deposit now appears in my Simplifi ledger but I'm back to the same old errors (Care 324 is the current).

Really frustrating (using my understated voice).

Coach Jon

Hello @Mortimer Duke,

Thank you for the reply again. I can understand your frustration for sure. At this point, I would see if contacting our chat support and requesting a screenshare session would work for you in this case. This way, we can see specifically what you are seeing and advise you right then and there on what the next steps could be. https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support

-Coach Jon