Morgan Stanley Line of Credit Always Shows Zero Balance
Hello- I have a Morgan Stanley Line of Credit and it always shows a zero balance. All of my Morgan Stanley accounts update and have accurate balances, except the line of credit. The line of credit does not show the drawn balance. I've removed and added back the Morgan Stanley accounts multiple times and keep getting the same results. is the line of credit not supported by Simplifi?
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Hello @SashaMike,
Thank you for letting us know you're seeing this issue. Does the line of credit account show as a line of credit account type in Quicken Simplifi? You can see this information by navigating to Settings>Accounts.
I look forward to your reply!
-Coach Kristina
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Hello- It shows up as a line of credit
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Hello @SashaMike,
Thanks for the follow-up! To clarify your situation, can you let us know if your line of credit account successfully downloads transactions within Quicken Simplifi? Is it just the balance that is not updating correctly? Can you also provide a screenshot showing what this account looks like in Quicken Simplifi? Feel free to DM the screenshot for privacy purposes!
-Coach Jon
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Hello- I sent you a DM with a screenshot of the setup and the visible transaction. I see transactions, but the balance is always zero
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Hello @SashaMike,
Thanks for the screenshot! I saw that your account successfully downloads transactions in the screenshot that was shared, so it seems that this issue is just with the balance itself not updating. You stated that you have removed and added back this account multiple times. Can you clarify how this was done?
Did you try establishing a fresh connection by making the account manual and re-linking to see if that fixes the current issue? The instructions to do that are:
- Make all of the accounts with the bank manual by following the steps here.
- Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
- If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.
Let us know!
-Coach Jon
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Hi Jon- I’ve deleted all the accounts and added them back multiple times, as well as did your above recommendation about making it manual and reconnecting. I get the same results both ways. The letter of credit will first show the current drawn balance and the next time the accounts sync the balance goes to zero, while still showing all the activity. I sent you the account screenshots.
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Hello @SashaMike,
Thanks for the additional screenshots. Can you supply the following information so that we can investigate this issue further?
- 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 screenshot of the balance displayed on the bank's website for comparison.
We will also need logs to be sent, please:
- Log into the Quicken Simplifi Web App.
- Select Profile from the left-hand navigation bar.
- With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
- Leave all boxes checked, add a brief description of the issue, and then click Send.
-Coach Jon
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Hi Jon- I sent you a DM with the screenshot and the account names. I also followed your instructions to send the log.
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Hello @SashaMike,
Thanks for the requested information! I did go ahead and get this reported to my product team and will be sure to follow up here with any updates on this issue going forward.
-Coach Jon
CTP-13293
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Hello @SashaMike,
I am reaching back out to see if you can provide a screenshot of the Accounts Summary page from the bank's website that lists all accounts and balances (feel free to redact any personal info) and has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser). Let us know!
-Coach Jon
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Hi Jon- I sent you a DM with the requested information.
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