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Manual Account Balances Don't Update

Christaaay

When entering a transaction on a manual account the account balance no longer updates. I've opened a ticket with support but as usual they're worthless. No ticket number, they don't have SLAs, won't provide updates, and only say wait for them to get to it. Is there anyone who can help?

My last issue they made me delete and reenter all of the transactions so I fully expect that's what I'll hear back if they even bother to contact me again. Simplifi is more often a time suck than a helpful tool. 🤬

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SRC54

I had a manual account not update for two days, but it just did this morning, so maybe yours will too. You can always do a Balance Adjustment.

Have you checked to make sure you aren't missing a transaction? You should be able to choose all transactions in the account to see what the total is, which should match your balance.

With your experience, you probably know all of this and have done this. Hope it will get fixed for you.

RobWilk

My one manual account was ALSO wrong the last few days, but seems like it might be right today. I also noticed, today there was a pop-up about a new feature, so I suspect the web version was just updated which might have fixed something with manual accounts.

DryHeat

The balance in one of my manual investment accounts has mysteriously gone to ZERO.

In February, I gave up on waiting to connect to TSP and set up my my TSP account as a manual investment account. I put in a manual transaction for the balance and that showed up in my net worth for February as expected. There have been no other transactions as I decided just to update it every 6 months.

To my surprise, the value of TSP in a recent net worth report was listed correctly for February but showed ZERO for March and April. The balance in the accounts listing in the transactions view is also ZERO. Even though the only transaction in the account is a positive entry for the full balance and nothing else has changed.

I have deleted the account because the huge drop in net worth was misleading.

Coach Kristina

Hello @Christaaay,

Thank you for letting us know you're seeing this issue. If you're referring to your contact with Support yesterday, the ticket # is 11761033. I can see that ticket is still open, and the documentation indicates it will be escalated.

Hello @DryHeat,

Thank you for letting us know you're also seeing an issue with a manual account not updating. Based on your description of the issue, this was happening only with your TSP account. With investment accounts, transactions should not have any impact on the balance/market value displayed for the account. That would be based off of the balance sent by the financial institution (if an account is connected) and the holdings in your portfolio. Do you recall if any of the values on your portfolio tab changed when the value dropped to $0? I can see you sent logs on the 8th (for a different issue). Were those sent before the problem TSP account was deleted?

I look forward to your response!

DryHeat

I changed TSP from an asset account to an investment account some time ago (when I decided to try to link it to TSP, which didn't work out).

It's possible that QS is using the positive balance that existed when it was just an asset account in February, then using the ZERO balance from March and April (when no balance was downloaded b/c TSP connection doesn't work).

And yes, the logs are from before the TSP account was deleted.

Christaaay

@Coach Kristina Thanks for responding. Honestly my expectations for support are so low now that any response is like a win. I found an example of the same issue in the forums and asked to follow up question only to find out that Elder, who has given me false information in the past, didn't even ask for enough information for support to be able to troubleshoot my issue. Luckily the next agent told me he didn't have enough and requested proper screenshots. I wish there was a way to never talk to Elder again as that would at least avoid some of the time suck I repeatedly encounter with Simplifi.

Coach Natalie

@Christaaay, thanks for the reply!

We apologize for your bad experience with Chat Support and the agent you mentioned specifically. I'm glad to hear that you connected with someone who was able to gather appropriate data and get the issue escalated. I would definitely recommend checking in with them from time to time to see if you can get an update. There are several agents, so I'm not sure how likely it is that you'd speak to the same one again when starting a new session. You can always ask to speak to someone else as well.

As a side note, I just entered a transaction in my manual account and saw the balance update immediately. It sounds like there may have been something going on over the weekend, according to the other users in this thread, so I'm glad to hear that's cleared up too. I hope they get a swift fix in for you!

Christaaay

@Coach Natalie as expected support has not responded. Even if it was free this would be unacceptable but we pay for this awful service.

Coach Natalie

@Christaaay, thanks for reaching back out!

To clarify, are you saying that you've contacted Chat Support and have not received a response? Or are you just waiting to hear back on the escalation? If the latter, it's likely that there is no update yet, as escalations usually take at least a few weeks to work on and resolve. I do see that the issue has been escalated, so at this point, we will have to wait for our product team to fix things. Once there is an update, Chat Support will reach back out to let you know.

I apologize for the frustration. We appreciate your patience while the issue is being worked on!

Christaaay

I was told I would hear back. Clearly I will not. Waiting weeks on any issue that impacts our finances is not reasonable. SLAs should be created and adhered to If you want to keep a customer base.

Instead of spending time trying to troubleshoot with Simplifi I need to research the other options out there. If I'm going to pay for a subscription and support I need to get a working solution and a support team that's responsive when issues arise.

It's crazy that more than a year on Mint is still a better product than Simplifi and even had better support all for free. 🙄