Empower balances not updating
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I'm having the exact same issue, my empower account isn't updating at all.
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@Axius0, thanks for reaching out on this topic!
To clarify, the issue in this thread has been resolved for the reporting users, so you're likely experiencing something new. To better understand the issue, please provide some details:
- What specifically do you mean by the account(s) not updating — is the balance in the Accounts List not updating, are Holdings or Investment Transactions not downloading, or are Portfolio Value changes not occurring, etc.?
- How long has the issue been occurring?
- Have you tried resetting the connection or anything along those lines?
Please let us know so we can best assist!
-Coach Natalie
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The balance has been the same since February 25th. I just did the manual connection and re-added the account like you suggested before and it's showing the new balance now.
I can see transactions during April now but I'm not sure if they were there before resetting the connection.
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@Axius0, great! Let us know if the account stops updating again.
-Coach Natalie
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Hi Natalie, the balance isn't updating today.
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@Axius0, thanks for letting us know!
It sounds like we need to reopen the ticket for this issue using your case as a new example. To do so, we need some data from you as follows:
- The name of the account the issue is occurring with, as it appears in Quicken Simplifi.
If the issue pertains to a balance discrepancy:
- 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).
- The balance 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).
- The balance for the account as displayed on the bank's website.
If the issue also consists of missing Investment Transactions:
- The Date, Payee/Security, and Amount of a few example transactions that are currently missing in Quicken Simplifi.
- A screenshot of the example transactions from the bank's website.
- A screenshot of the corresponding register in Quicken Simplifi showing that the transactions are missing.
If the issue also consists of incorrect holdings data in the Investments Portfolio:
- 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.
Please also submit your logs via the 'Send Feedback' option:
- 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.
We look forward to working on this with you!
-Coach Natalie
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I sent you a message
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@Axius0, thank you!
For numbers 1-3 under "if the issue pertains to a balance discrepancy", you didn't provide the balances. Is the $0 Market Value shown in your screenshot of Quicken Simplifi the answer to number 2? And is the "total" from the bank's website in your very last screenshot the answer to number 3? And what is the answer to number 1 — also $0? We need this specific data for the escalation.
-Coach Natalie
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I responded
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@Axius0, thank you!
I went ahead and got a new ticket filed for this issue, and will let you know when I hear back.
-Coach Natalie
CTP-9848
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Any news on this? I have another Empower account doing the same thing.
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@Axius0, not yet. We most likely won't have any news to share for at least a few weeks.
Thanks for your patience!
-Coach Natalie
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@Axius0, thanks for your patience as this issue is being worked on!
My engineering team asked me to check with you to see if you're still experiencing this issue with your Empower account not updating in Quicken Simplifi. Please let us know, thanks!
-Coach Natalie
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Yes both of my Empower accounts are still not updating balances or transactions.
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@Axius0, thank you! I let them know that the issue is still occurring and I will post back with the next update.
Thank you for your continued patience!
-Coach Natalie
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Any updates on this?
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@Axius0, there is not, but I will be sure to let you know as soon as I see anything.
Thanks for your patience!
-Coach Natalie
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As of 8/9/2024, this Empower issue is still ongoing, as I'm experiencing the exact same problem. I too can only get my wife's Empower retirement account to update by resetting the connection. If I don't reset the connection, the Empower account won't update it's balance. For that reason, my wife's Empower retirement account has had the same balance since 7/17/2024 (i.e. the last time I reset the connection for the account).
This issue lies with Simplifi not pulling the daily account balance reported by Empower. The Investments tab in Simplifi will update, just not the Balance tab/value.
A couple weeks ago, I opened a private ticket with Simplifi to report this Empower issue (and provided all requested info/documentation to Simplifi) before I found this thread, but I wanted to let others know this issue is widespread and still not resolved by Simplifi.
Very frustrating that this issue was originally reported in January 2024, and it's still not resolved as of August 2024!0 -
For at least the last few days, my 401K Empower balance has been updating properly when I open Simplifi—without needing to reset the connection. Has this issue finally be fixed?
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Thanks for the heads up, Nick. Like you, my wife's Empower 457 account balance has been updating correctly over the past couple of weeks. @Coach Natalie , is this issue officially resolved/fixed? Thanks!
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The ticket (CTP-9848) is still open and awaiting a fix. We will post back here with an update as soon as we have one. In the meantime, I'm glad to hear it's working for some!
Thanks!
-Coach Natalie
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Hey everyone, we received an update from our engineering team on this issue with Empower:
A change has been made to better handle Empower. Empower blocks transaction downloads during the hours of 5:01 AM to 11:59 PM PST every day. They do allow account adds to be done. Here is what is being done.
- Account adds will be allowed. The customer will not get any transactions or holdings.
- Batch downloading or any interactive refresh attempts between 12:00 AM and 5:00 AM PDT will return the transactions.
- Customers will get their transactions most commonly through batch, which means we may sync while also seeing the FDP-155 error.
I believe this may be the conclusion of the escalation, but I will post back with any additional updates if/when they occur. Otherwise, we will get this bank-specific info added to our Help Center!
-Coach Natalie
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So, if I made the mistake of resetting one of my connections to empower which will not re-connect at the moment, should I try and reconnect the account at between 12AM and 5AM? Account currently shows disconnected and trying to re-connect it does not seem to work.
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@Mojo D. Monkey, thanks for posting on this topic!
According to the information outlined above, account adds will be allowed. With that, what specifically was occurring when attempting to reconnect to the bank? Have you tried making the accounts fully manual, and then reconnecting to the bank and re-linking them?
Please let us know so we can best assist!
-Coach Natalie
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I started receiving this error, and now I can't even "Reset Account" or make manual and then re-add. When trying to reset the account (or add financial institution after I make it manual), I get "We are unable to connect to Empower Retd. - 401K at this time. Care Code: FDP-155". This was after 11:59PM PDT. I tried just now at 9:10 eastern which is after 12 AM pacific.
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Same thing is happening to me.
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@budgetj75 & @Axius0, please keep trying at different hours. We had 2 other users report success in the early morning hours before 5 AM PT —
Keep us posted on how it goes!
-Coach Natalie
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@Coach Natalie Ever since this update (or at least the timing seems right), I am getting the red ! warning on my Empower account. It's value is still updating in the off hours as you described, so I am guessing this is not a real error. is there anything Simplifi can do to suppress this error warning when the only issue is this known deal with Empower's time of day refresh limitations?
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9:10 pm eastern is 6:10 pm pacific. If you're on eastern time, it might be easiest to shoot for 7:45 am eastern, which is 4:45 am pacific.
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