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Notification emails are showing positive balance when simplifi shows negative balance (edited)

ChrisWT314

Bug 1 is that Quicken updates balances without properly clearing transactions producing an artificial low balance that has been discussed elsewhere.

Bug 2 is that when this occurs, the website shows a negative balance but the warning email SHOWS POSITIVE BALANCE of the same amount.

It takes some detective work between my bank site and Quicken to figure this out manually. I pay for Quicken to figure this out for me. And not tell me I'm overdrawn when I'm not (Bug 1). But at least be internally consistent.

[edited title for clarity]

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Coach Jon

Hello @ChrisWT314,

Thank you for reaching out and for providing screenshots that show the issue from your end! I am not seeing this from my end, unfortunately. Can you verify whether disabling the "Low bank account balance" notification, signing out and back in, and then re-enabling the notification resolves this issue for you, where the incorrect balance appears in the email?

Let us know how this goes!

ChrisWT314

I followed those steps, then set a bank-cleared transaction back to pending in order to trigger the condition. We will see.

I'll report back, and after that my hourly rate for software testing is $300USD :-)

ChrisWT314

now it's not giving me emails at all as of this morning. And it didn't match a $960 check. I'll go through and manually re-clear stuff now.

Coach Jon

Hello @ChrisWT314,

If you are not receiving notifications at all anymore, I would be sure to check Settings > Notifications to see if they are paused. Thank you for the update!

ChrisWT314

I did turn them back on prior to this. After I cleared everything, I did properly receive a low balance alert when my Quicken balance was below the threshold but still positive and it was positive. Will try to flag it if it happens again.

ChrisWT314

@Coach Jon

It happened again - positive balance in warning email, negative balance on website, wrong because it didn't yet have the transaction to match against a pending item. The greater negative balance is because I added a $400 check after the notification was sent.

Coach Jon

Hello @ChrisWT314,

Thanks for the update! Please submit your logs via the 'Send Feedback' option:

Log in to the Quicken Simplifi Web App.
Select the Profile icon in the upper-right corner of the screen.
With the Profile menu open, hold down the Option key (Mac) or the Alt key (Windows), and then click Send Feedback.
Leave all boxes checked, add a brief description of the issue, and then click Send.

Once we receive this information, we should be able to work on figuring out what specifically is occurring here.

ChrisWT314

Report created - reference id 539051469876592640

ChrisWT314

@Coach Jon Please let me know when it's OK to clear my transactions manually so I can have a true balance again. If I don't hear otherwise I'll do it tomorrow morning Eastern time.

Coach Jon

Hello @ChrisWT314,

Thank you for the logs! You should be okay to do that. For further clarification on this issue, if you have a negative balance, does the notification email you receive still show a positive balance? Or is it also reversed, as in the case of the negative balance in Quicken Simplifi showing a positive-balance notification email?

ChrisWT314

All emails are positive, regardless of the low positive or negative balance in the web app. Emails are "absolute value" :-)

Coach Jon

Hello @ChrisWT314,

Thank you for confirming! I have reported this issue to our product team and will follow up with further updates here as they work on a resolution.

SIMPL-33696

ChrisWT314

one more hint - my iOS notification also showed a positive balance where it should have been negative

flintster_99

Note I also see this same behavior (always have but have not bothered to report it, until I overdrew because I started ignoring the emails since they are always wrong…)

for instance I got an email stating my projected low balance was 725.06 when looking at the cash flow it should have been -1265 or so….

again this has been the case since day 1. The emails were NEVER correct.

Coach Natalie

@flintster_99, thanks for joining the discussion!

It sounds like you are experiencing a different issue than what's been reported here. The issue reported here was inverse signage — the balance in Quicken Simplifi is negative, but the notification is positive, even though the dollar amounts are the same.

If you are experiencing a different amount in general, I'd recommend creating a separate post so the proper troubleshooting can ensue:

https://community.simplifimoney.com/discussion/8/how-to-post-to-the-community

Otherwise, if inverse signage is the issue you're seeing, please follow along here for updates, as that issue was already escalated.

I hope this helps!

ChrisWT314

@Coach Natalie It could be the same root cause - that the balance is not in sync with the transactions so it looks off - see bug 1 in my original post.