Morgan Stanley Brokerage Accounts - "No Holdings Found" (edited)

RichardFritts

My two accounts at Morgan Stanley — the brokerage account and the IRA account — import the total balance, show the Performance, and show the transactions. However, Simplifi does NOT import the Portfolio — saying instead that there are "No Holdings Found". I reported this a while ago through a Help Chat, but nothing has happened and there has been no further communication. Deleting the accounts and re-establishing them does nothing to change this. What is the status on fixing this?

Coach Natalie

@RichardFritts, thanks for posting to the Community with this issue!

To clarify, have these accounts properly presented the Holdings information in the Portfolio in Quicken Simplifi in the past? If so, when did the "No Holdings Found" issue first start happening? If not, how long have you had these accounts in Quicken Simplifi?

I would also recommend establishing a completely fresh connection with the bank to see if doing so clears things up for you. Here are the steps:

1. Make all of the accounts with this bank manual by following the steps here.
2.  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.
3. 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 how it goes!

RichardFritts

Simplifi has NEVER shown the contents of Holdings in Portfolio. I followed your steps for establishing a "completely fresh connection" and the result is: NO CHANGE. My portfolios still have no entries.

Coach Natalie

@RichardFritts, thanks for giving those steps a try and posting back!

Since you stated that the accounts have never shown Holdings in the Portfolio in Quicken Simplifi, can you please answer my question? — How long have you had these accounts in Quicken Simplifi?

Please also provide the following data so we can review your case for escalation:

1. The names of the accounts, as they appear in Quicken Simplifi.
2. The names of the accounts, as they appear on the bank's website.
3. The balance for each of the accounts in the Accounts List in Quicken Simplifi (this is the list of all accounts and balances on the left side of the Dashboard on the Quicken Simplifi Web App, or the list of all of your accounts when you select "Accounts" from the Quicken Simplifi Mobile App).
4. The Market Value for each of the accounts in the Investments Portfolio in Quicken Simplifi (you'll want to filter the page to each individual account).
5. The balance for each of the accounts as displayed on the bank's website.
6. A screenshot of the holdings for each of the accounts in Quicken Simplifi (you'll want to filter the page to each individual account).
7. A screenshot of the holdings for each of the accounts on the bank's website for a comparison.
8. A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.

Please also submit your logs via the 'Send Feedback' option:

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.

We look forward to your reply!

Coach Natalie

@RichardFritts, thanks for the DM!

For future reference, it would be great to have images provided versus PDF files. We need images to attach to the ticket, and taking screenshots of PDFs often turns out blurry. In this case, however, I think I was able to gather almost everything I needed from the info you provided. The one piece of data that is incorrect is:

• A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.

I don't see a URL in the PDF file you provided, other than a manually added one, and the file was 3 pages long. This piece of data should be a single image taken via a screenshot, and it needs to follow the specifics outlined, such as showing the URL in the URL bar at the top of the page. If you're having trouble getting screenshots, let us know what type of computer or device you're using, and we'll do our best to help.

Much appreciated!

RichardFritts

Here is the screenshot.

[removed image - privacy]

Coach Natalie

@RichardFritts, thank you!

I got this issue escalated and will post back here as soon as there's an update. In the meantime, you can track the accounts manually if you need to track the holdings data.

First, you'd want to make the accounts manual so you can add/edit holdings: https://support.simplifi.quicken.com/en/articles/5321064-how-to-make-an-account-manual#h_d9c41566d8

And then you can add and edit the holdings to keep your records updated: https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_f8a7bc2e30 and https://support.simplifi.quicken.com/en/articles/4474538-tracking-investments-in-quicken-simplifi#h_034717f2b3

CTP-13540

Coach Natalie

@RichardFritts, can you give this another try, please?

Let us know how it goes!

Coach Natalie

@RichardFritts, were you able to take a look at this connection yet? Please let us know!

Coach Natalie

@RichardFritts, hello again!

We will need to receive a response from you by next Tuesday; otherwise, we'll have to close the escalation ticket. Please let us know if this issue is still occurring for you!

Coach Natalie

@RichardFritts, I wanted to let you know that we did close the ticket for this issue due to no response. If this issue is still occurring, please let us know, and we will revisit it.

Thanks!