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New York Life showing balance of $0 on IndexFlex Variable Annuity account (edited)

LJMR

Hi, I am brand new to Simplifi, just signed up the other day.

I have two investment accounts with New York Life and Simplifi found them both and pulled them in just fine. They both have the same login at https://www.mynyl.newyorklife.com. My problem is that my main account which is an IndexFlex Variable Annuity has a significant balance but Simplifi shows it as $0. My other account is a Premier Select Retirement Account and the balance is correct.

Is there something that I am not doing here to see the balance on both accounts? Like I said, both accounts got pulled into Simplifi just fine without any error.

Thanks!

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Coach Kristina

Hello @LJMR,

Thank you for letting us know you're seeing this issue. To troubleshoot, please delete the problem account (for instructions, click here), then re-add the problem account (for instructions, click here) and wait 24 hours. If it is still not showing the correct balance after 24 hours, please let us know!

Please let me know how it goes!

LJMR

Hi Kristina, thanks for your help. I did try deleting the entire account and re-adding it yesterday and today it is still showing $0 just for that one annuity.

Coach Kristina

Thank you for the follow-up,

To help us further investigate this issue, please provide a screenshot showing the account with the $0 balance in your Quicken Simplifi, and a screenshot showing the account on the financial institution website showing the full URL (web address) and the correct balance of the account. If you are not comfortable posting those screenshots here, please send them by DM.

Additionally, please send logs. To do that, please follow these steps:

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.

Thank you!

LJMR

Ok, I just sent the feedback form and I am attaching the two screenshots here. Thank you!

Screen Shot 2025-11-16 at 4.04.32 PM.png

Screen Shot 2025-11-16 at 4.12.42 PM.png

Coach Natalie

@LJMR, thank you for the information!

It looks like we will need some additional data to review this issue for escalation:

The name of the account with the $0 balance, as it appears in Quicken Simplifi.
A screenshot of the balance for the account 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).
A screenshot of the balance (market value) for the account in the Investments Portfolio in Quicken Simplifi (if you have multiple investment accounts, you'll want to filter the page to just this account).
A screenshot of the balance for the account on the bank's website.
A screenshot of the holdings for the account in Quicken Simplifi (if you have multiple investment accounts, you'll want to filter the page to just this account).
A screenshot of the holdings on the bank's website for a comparison.

The Balances feature that you provided a screenshot of is not needed in this case. We look forward to hearing back from you again!

LJMR

Hi Natalie, I am not sure I am getting all the screenshot info you are asking for, but here are a few more. The account name in Simplifi is the same as it is on NYL's website, "New York Life IndexFlex Variable Annuity".

Thanks!
Linda

Screen Shot 2025-11-17 at 2.52.27 PM.png

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Coach Natalie

@LJMR, those screenshots are perfect — thank you!

I have filed a ticket for this issue and will post back here with updates.

CTP-15271

LJMR

@Coach Natalie @Coach Kristina This issue has resolved itself. I can now see the balance in both accounts. Not sure why. Maybe because it's the first full month? I don't know but I'm all set. Thanks!

Coach Natalie

@LJMR, that is great news!

I actually came in this morning to an update on the ticket stating the issue is resolved, so I am glad to hear that's the case. I will let them know you confirmed! Thanks!