Edward Jones Mutual funds daily pricing not updating

Clark

This is an issue (bug) I have posted before. It was fixed and working great until about a month ago. The daily price updates are NOT updating again. For some reason only a few are getting updated. This is a real issue for me as have to manually look up prices or go to Empower which works perfectly. Before you say it, is is NOT… EJ. Please escalate to your technical support team as you did before. Clark

Coach Kristina

Hello @Clark,

To help troubleshoot this issue, could you please provide more details? Are you missing any transactions or getting any error messages/codes? Where are you seeing the incorrect/not updated information (dashboard, portfolio view, etc.)? Could you please post or DM a screenshot of what you're seeing, with any personal information redacted?

I look forward to your reply!

Clark

@Coach Kristina ...I sent you a DM showing the missing mutual fund pricing updates. I was hard to redact to show what I needed to show without spending a lot of time. Please escalate this to get this fixed for the second time. This happened about the time the transactions quit updating. Please handle as sensitive data.

Thanks Clark

Coach Natalie

@Clark, thanks for sending the DM!

Before reviewing this issue for escalation or anything along those lines, we'll need to do some troubleshooting. Please follow these steps to establish a completely fresh connection with the bank:

1. Make all of your Edward Jones accounts 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. Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Let us know if that works for you!

-Coach Natalie

Clark

@Coach Natalie ok. Can I do this on my computer instead of on the mobile app?

Clark

Coach Natalie

@Clark, absolutely!

Here are the same steps but for the Web App:

1. Make all of your Edward Jones accounts 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. Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

-Coach Natalie

Clark

@Coach Natalie …When I started to follow above, I noticed I have Edward Jones shown in both active and manual accounts. It would not let me make it manual account as an option, as I guess it's because its listed manual already??? See the screen shots. What do I do to fix this? Thanks Clark

Clark

@Coach Natalie here is the only options following your first step.

Coach Natalie

@Clark, it looks like you have an old 'Edward Jones' connection down below your manual accounts that just needs to be deleted since there are no accounts under it. You can delete the empty institution by following these steps:

1. Click the three dots at the end of the financial institution.
2. Click Delete institution, then click Delete again to confirm.

Once done, you'd proceed with the steps I provided above by making each of your Edward Jones accounts manual and then reconnecting to the bank and re-linking the accounts. To clarify, the option to make an account manual is going to be in the three-dot menu for each individual account; based on your screenshot, it looks like you're clicking the three-dot menu for the institution itself.

Let me know if you have any further questions on this!

-Coach Natalie

Clark

@Coach Natalie @Coach Kristina

I followed all of your steps above, and the mutual fund pricing is still not updating. Please escalate now to get this fixed. I previously have provided @Coach Kristina with the screenshots.

Clark

Coach Natalie

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

We will need fresh data as follows in order to escalate this:

1. The names of the accounts the issue is occurring with as it appears in Quicken Simplifi (I see some above — is this all of them? Is there a primary account that can be used as an example to help simplify things?).
2. A fresh screenshot of the holdings for the account in Quicken Simplifi that shows the dashes for the price change (if you have multiple investment accounts, you'll want to filter the page to just this account).
3. A screenshot of the holdings on the bank's website for a comparison that hopefully also shows the price change value.

We also need you to 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.

-Coach Natalie

Clark

@Coach Natalie

1. All of my accounts have this issue. I am sending WG Central IRA as a primary account for the example.
2. I will DM to you as it is sensitive.
3. I will DM to you as it is sensitive.

I did send feedback logs as you requested.

Clark

Coach Natalie

@Clark, thanks for providing the requested information!

I have gotten this issue escalated and will be sure to let you know when we hear back.

-Coach Natalie

CTP-9807

Clark

THank you @Coach Natalie

Clark

@Coach Natalie …Just following up. Investment pricing still not updating in investment tab. What is the status?

Thanks, Clark

Coach Natalie

@Clark, I don't see any updates to provide as of yet but will be sure to post back as soon as I do.

Thank you for your continued patience!

-Coach Natalie

John Wells

I also have this problem. Fidelity mutual funds show updated at 11;59 PM on May 30th and it is now June 1st.

Coach Natalie

@John Wells , thanks for posting on this topic!

To clarify, are you seeing an issue with Edward Jones or with Fidelity? Have you tried resetting the connection or anything along those lines?

https://help.simplifimoney.com/en/articles/4857199-how-to-reset-your-account-connections

Please let us know so we can best assist!

-Coach Natalie

John Wells

I've reset Edward Jones and Fidelity accounts and performed refresh. On the Investments tab it shows "Quotes updated May 31, 2024 • 11:59 PM EDT. It is now June 4th. Next to the above texts is a blue swirl arrow that shows it should activate when I hover over it with my mouse, but clicking it does nothing.

Coach Natalie

@John Wells , thanks for the reply!

To clarify, are you referring to your account connections not updating, or your Investment Quotes not updating? This thread is for Empower accounts not updating, which is online banking and separate from Quotes. It looks like you created a new thread for the issue you're seeing here:

https://community.simplifimoney.com/discussion/9390/investment-quotes-updates

-Coach Natalie

Coach Natalie

@Clark, thanks for your continued patience as this is being worked on!

We heard back from our engineering team on the escalation and they need a list of the holdings that aren't updating in Quicken Simplifi. When researching from our end, they're finding that some are updating and some aren't, which is the reason they're requesting a list. Please compare Quicken Simplifi to the bank's website and provide a list of the tickers that aren't updating.

Much appreciated!

-Coach Natalie

Coach Natalie

@Clark, have you been able to take a look at this, by chance?

Thanks!

-Coach Natalie

Coach Natalie

@Clark, I wanted to reach out one last time before closing out the escalation. Please let us know if this issue is still occurring for you!

-Coach Natalie