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?
Comments
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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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Hello,
Was this ever resolved? I am seeing the same issue with my MS line of credit. It is always zero.
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Not yet
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Hello @smuzumdar,
Thank you for reaching out! Are you experiencing the same issue regarding having a $0 balance with Morgan Stanley? If so, I would have you follow the steps and provide the same information I requested earlier in this thread as well.
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!
Afterward, please 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.
Then we will need the following information once you have done the previous steps:
- 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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Hello Coach Jon,
Yes, the transactions download successfully. Just the balance is zero. Will DM you a screenshot of the account. Will also follow the other steps. I previously tried deleting the account and reconnecting. That didn’t fix the problem.
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Hello @smuzumdar,
Thank you for the information! I did receive your DM. We will still need a screenshot of the account balance shown within Quicken Simplifi and a screenshot of the account balance displayed on the bank's website for comparison.
Let us know once you can provide this information!
-Coach Jon
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Hello Coach Jon,
Will DM those screenshots to you.
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Hello @smuzumdar,
Thank you for the requested information. The last thing we need before I get you added to this ticket is 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). You can send that over DM to me as well if you prefer!
-Coach Jon
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Hello Coach Jon - sent screenshot
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Hello @smuzumdar,
Thank you for the additional information! I did get you added to this ticket and will be sure to follow up here when we have any status updates going forward for this issue.
-Coach Jon
CTP-13293
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Hello @smuzumdar and @SashaMike,
I am following up with an update from our product team. They would like to know if you are both still experiencing this issue. Please let us know if you are!
-Coach Jon
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Hi @Coach Jon I still see transactions and the balance is still zero.
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Hi @Coach Jon Same here. Balance still zero but I can see transactions.
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Hi @Coach Jon Same here. Balance still zero but I can see transactions.
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Hello @smuzumdar and @SashaMike,
Thanks for the update! I reported this to our product team and will follow up here with further status updates!
-Coach Jon
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Hello @smuzumdar and @SashaMike,
Can you also please provide updated logs, as well as a screenshot showing the $0 balance from your side? Our product team will need this information to continue troubleshooting.
- Log in to 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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Hello @smuzumdar and @SashaMike,
I am following up to see if you saw my previous reply regarding providing updated logs and screenshots. If you can provide that information and let us know when that's done, this would help us continue troubleshooting this issue for you!
-Coach Jon
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@Coach Jon did the send feedback process and sent you a message with current screenshots.
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Hello @SashaMike,
Thank you for the reply and for the requested information. I reported this to our product team and will be sure to keep you updated going forward.
-Coach Jon
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Hello @SashaMike,
I am back with an update from our product team for this issue. A fix has been implemented to resolve the issue! Can you please verify if you see the correct account balance now within Quicken Simplifi? If you do not, please try the following steps to establish a fresh connection and then verify if the balance shows:
- 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.
If the issue persists afterward, let us know and provide us with the new logs and a screenshot of the balance in Quicken Simplifi so that we can report this to our product team.
-Coach Jon
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