Manual account balance is incorrect (edited)

Morey Chang · April 19

My last transaction for this bank account was on 4/16, but the bank balance was changed on 4/18 without any income transaction, how do I explain this?

Using Mobile app also shows the same problem.

Manual saving account
Manual transaction

Thanks for the support.

Morey Chang · April 19

Showing balance with Pending.

Coach Jon · April 19

Hello @Morey Chang,

Thanks for reaching out! When your account is connected in Quicken Simplifi, we receive the balance from the bank itself. If the account is manual, then a transaction must have been entered, either manually or maybe via a recurring transaction. If you log in to your bank's website does the balance in Quicken Simplifi match what you have there?

Thanks,

Coach Jon

Morey Chang · April 19

Hello @Coach Jon ,

This is a manual bank account so a transaction must have been entered manually. It does not need to connect to any bank.

How come is the balance changed on 4/18 but without any transaction on a manual saving account?

Thanks for the support.

Morey Chang · April 20

I created this manual bank account on 3/15, the opening balance was my first transaction.

If I tries to select all manual transactions, Simplifi shows the correct value ($1067603), but the Balance with pending shows the wrong balance.

This manual bank account on mobile app has the same problem.

Coach Jon · April 22

Hello @Morey Chang,

Thanks for the information. You probably have pending transactions being counted toward your balance. Quicken Simplifi is designed to do this for manual accounts. There is no way in Quicken Simplifi to not count pending transactions for manual accounts at this time, so if you would not like them counted you would have to remove them. I hope this helps!

Thanks,

Coach Jon

Morey Chang · April 23

Hello @Coach Jon

Thanks for the reply. From this article I don't think I have any pending transaction for manual account together with manual transaction.
This must be another problem.

https://help.simplifimoney.com/en/articles/4739597-manual-transactions-101

Since every transaction for the manual account is out there in the screenshot below, would you please tell me where to find a "pending transaction" you just mentioned?

Coach Jon · April 23

Hello @Morey Chang,

Thanks for your reply. In this case, I would suggest recreating the manual account and removing this account afterward as that seems like the quickest solution to this problem. Let us know if this works for you!

Thanks,

Coach Jon

Morey Chang · April 23

Hello @Coach Jon

I would suggest to escalate this case to the development team as this problem has happened 2 times to me. I am not able to recreate and remove the account then input all the transaction history and wait for the same problem happened to me again.

Coach Jon · April 23

Hello @Morey Chang,

We can escalate this issue for you if you would like, however, recreating the account would be the much faster solution here, as based on your screenshot, there are not that many transactions in the account to recreate. Please let us know!

Thanks,

Coach Jon

Morey Chang · April 24

Hello @Coach Jon ,

Thanks for the reply.

Please escalate this issue to the development team, this problem is happening to me twice and I know it will be happening again with more and more transactions.

Coach Jon · April 24

Hello @Morey Chang,

Thanks for the response. We can get this issue escalated for you, but we will need some information, please:

The name of the account in question, as it appears in Quicken Simplifi.

We would also need logs to be sent to us. The instructions to do so are here:

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.

Thanks,

Coach Jon

Morey Chang · April 27

Hello @Coach Jon

Thanks for the support, I have done the feedback.

Morey Chang · April 28

Hello @Coach Jon

Is there any way to report a problem from the mobile app, some glitches on mobile app need to be adjusted.

Thanks a lot.

Coach Jon · April 29

Hello @Morey Chang,

Currently, the only way to report a problem/send logs is through the web application at this time. However, you can access in-app support from the mobile application if you need it. https://help.simplifimoney.com/en/articles/5077917-how-to-contact-support#h_a23bb4dac1

Otherwise, if you find a bug or glitch in the mobile or web application, be sure to report them here in the community via a Report a Bug post!

Additionally, We have received your feedback. We just need the name of the account as it appears in Quicken Simplifi now. Please let us know when you can.

Thanks,

Coach Jon

Morey Chang · April 30

@Coach Jon , Thanks.

Morey Chang · May 1

Just resending the feedback with the name of the bank account. Thanks.

Coach Jon · May 1

Hello @Morey Chang,

Thanks for the information. May we please also have the web browser you use, the OS you run on your device, and the Quicken Simplifi Web Application version?

You can get the web application version by scrolling to the bottom of the Dashboard window in Quicken Simplifi.

Thanks,

Coach Jon

Morey Chang · May 1

Sure.

There is the same problem on mobile app, also provide the current version number on my iPhone.

BTW, do you see I always get the "null" but I don't know why?

[removed image for privacy]

Coach Jon · May 2

Hello @Morey Chang,

Thanks for the information. I see that you sent the Account name via Feedback with your logs. It looks like we could not find this account name in your dataset due to it being in another language. Can you send the name of the account as it appears in Quicken Simplifi to us via Direct message, or by commenting it here, exactly as it appears in Quicken Simplifi?

Thanks,

Coach Jon

Morey Chang · May 3

Just sent the latest feedback with logs again, the name of the bank is : Test

Thanks for the support.

Coach Jon · May 3

Hello @Morey Chang,

Thanks for the reply. Unfortunately, we were unable to locate an active account named 'test' in your dataset. Make sure the account name you provide remains active while we escalate the issue.

Thanks,

Coach Jon

Morey Chang · May 4

Hello @Coach Jon

When sending the feedback and the logs I also include the screenshot with the name of the bank account.

Just sent the feedback and logs again. Thanks for the support.

Coach Jon · May 6

Hello @Morey Chang,

Thanks for the response. We have gone ahead and escalated this issue for you. We will post back with updates here when we receive them. Thanks for your patience!

-Coach Jon

Ticket: SIMPL-20891 // QCS-18275

Coach Jon · August 6

Hello @Morey Chang,

Thanks for your patience. It looks like this issue should now be resolved. Can you check on your side and let us know?

Thanks,

Coach Jon

Morey Chang · August 10

Hello @Coach Jon

Thanks for the reply.

The issue could now have been resolved but this chart seems to have lost its meaning.

http://drops.imac.tw/i/zgR2XN

Coach Jon · August 12

Hello @Morey Chang,

Thank you for the reply. To clarify your response, the original issue involving the incorrect balance for your manual account is resolved, correct? We will want to make sure, so please let us know!

For any other issues, you will want to create a new post if you would like to do troubleshooting for those as well.

Thanks,

Coach Jon

Morey Chang · August 13

hello @Coach Jon

Thanks for the response.

The chart shows me just one single horizontal line without any curve no matter how many transactions I input.

How would I figure it out if the problem has been resolved?

Coach Jon · August 13

Hello @Morey Chang,

Thanks for the reply. If you remember, the original issue involved your manual account having an incorrect balance. That issue should now be resolved. For any new issue, like this one with the chart you mentioned, you will want to create a new post to keep things on topic.

Hope this makes sense!

-Coach Jon

Morey Chang · August 14

Hello @Coach Jon

Thanks for the reply.
Just ran the report again with the same filter criteria but the problem is still there.

Coach Jon · August 14

Hello @Morey Chang,

Thanks for the reply. To verify if the balance is incorrect in Quicken Simplifi you will want to bulk-select all the transactions within the account. The sum of those transactions should equal the balance. Make sure to expand every single month within the account register to make sure nothing is missed. You may also need to change your Transaction Data Limit settings to "All Time". The "selected" total for the transactions should match the account balance. This needs to be done in the account register as opposed to in a report. It should look like this:

Let us know how that goes!

-Coach Jon

Manual account balance is incorrect (edited)

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