Empower balances not updating

@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:

1. 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.?
2. How long has the issue been occurring?
3. Have you tried resetting the connection or anything along those lines?

Please let us know so we can best assist!

-Coach Natalie

@Axius0, great! Let us know if the account stops updating again.

-Coach Natalie

@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:

1. The name of the account the issue is occurring with, as it appears in Quicken Simplifi.

If the issue pertains to a balance discrepancy:

1. 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).
2. 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).
3. The balance for the account as displayed on the bank's website.

If the issue also consists of missing Investment Transactions:

1. The Date, Payee/Security, and Amount of a few example transactions that are currently missing in Quicken Simplifi.
2. A screenshot of the example transactions from the bank's website.
3. 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:

1. 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).
2. A screenshot of the holdings on the bank's website for a comparison.

Please also 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.

We look forward to working on this with you!

-Coach Natalie

@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

@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

@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

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.

1. Account adds will be allowed.  The customer will not get any transactions or holdings.
2. Batch downloading or any interactive refresh attempts between 12:00 AM and 5:00 AM PDT will return the transactions.
3. 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

@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?

https://help.simplifimoney.com/en/articles/5321064-how-to-make-an-account-manual

https://help.simplifimoney.com/en/articles/4959544-how-to-link-accounts

Please let us know so we can best assist!

-Coach Natalie