Cleared transaction still shows pending in the tooltip and balance is off

System · November 4

This discussion was created from comments split from:

Wells Fargo again > bank vs pending balance.

sandymikesell · November 2

My balance is off by 8.62 from my bank. The transaction is cleared, per the bank and per quicken, but it still shows as pending beneath balance with pending. This is a problem almost every day.

Screenshot 2024-11-02 8.56.26 AM.png

Screenshot 2024-11-02 8.57.38 AM.png

Coach Natalie · November 4

@sandymikesell, thanks for posting to the Community!

To troubleshoot this issue, I'd first suggest establishing a completely fresh connection with the bank and then keeping an eye on things moving forward. Since Wells Fargo is one of our OAuth API banks, I'd also suggest gaining a new token from the bank. You can follow these steps to accomplish all of this:

Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
Navigate back to Quicken Simplifi and make all of your Wells Fargo accounts manual by following the steps here.
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 and reauthorize your accounts.
Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Let us know how it goes!

-Coach Natalie

SRC54 · November 5

@sandymikesell This sounds the same or similar to my trouble with my local bank. When I update at 5am, it counts my recently cleared transaction(s) as still pending. When I update again at 9am or so, it is fixed. Does a later update fix the balance problem?

EL1234 · November 5

I've got the same issue with Chase, every couple of days for the last few weeks. Sometimes I wait and eventually it self-corrects; once I changed the account to manual and then re-connected it and that fixed it, but it's quite annoying to see my cash flow projection or my bank balance dive below zero (usually right after a big payment has gone through) when it's a false alarm!

For example, right now the pending tooltip says that it sees over $1000 in pending transactions while my transaction list shows under $200 worth of transactions (which were entered manually) and when I log into the bank it doesn't show any.

I've noticed people posting this issue with many various different banks which makes it seem that it's not an issue specific to any bank. And I've been using Chase+Simplifi for quite a few years and don't remember seeing this issue until very recently.

Coach Natalie · November 5

@EL1234, thanks for posting on this topic!

So we can review your case to see if we can get you added to the existing escalation for what sounds to be the same issue, please first follow these steps to establish a completely fresh connection with the bank, and then keep an eye on things moving forward:

Navigate to the bank's website, sign in, and remove Quicken's access from the bank's third-party linked apps.
Navigate back to Quicken Simplifi and make all of your accounts with this bank manual by following the steps here.
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 and reauthorize your accounts.
Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

If the issue pops back up after doing so, we need to confirm that the issue is the bank sending in a balance that includes transactions that are not being downloaded in Quicken Simplifi. And if so, we need to know if those transactions end up downloading 4-6 hours later with the next successful refresh.

We look forward to hearing back from you!

-Coach Natalie

EL1234 · November 5

Thanks @Coach Natalie !

I am in the process of finishing step 4 and it's prompting me to create a whole bunch of recurring series for income/expenses.

Should I ignore them all since I already have the relevant series set up? Will checking them create duplicate series or will unchecking them delete the series I have already? (Some of the ones that are listed have already ended and some are still ongoing.)

Thanks!

Coach Natalie · November 5

@EL1234, from prior testing, you will want to select to add them and this will not duplicate them. I've heard that unchecking them deletes the existing ones. 😅

-Coach Natalie

EL1234 · November 5

@Coach Natalie Thanks for responding!

I'm already on the page with the expenses, is there a way to go back to the income page and re-check them? Should I cancel and start step 4 over?

EL1234 · November 5

@Coach Natalie I tried to cancel but it seems that it didn't cancel. It's fine, I'll redo my income series (there are fewer than the expenses somehow :) )

But it looks like it gave me "Past due" reminders for my recurring expenses all the way back to 2020!

Is there an easy way to get rid of them or to match them all to the relevant transactions? Aside from doing it one by one?

EL1234 · November 5

Okay it looks like what happened is that it restarted all my "ended" series. Annoying, but I will go through the past due reminders and re-end the ones that need it.

EL1234 · November 5

Now back to looking at my bank balance… to complicate things, it looks like two new pending transactions appeared in the interim. The "balance with pending" amount is $40 more than the total of the pending transactions it lists. Incidentally, one of the new transactions (which shows both in Simplifi and in my bank) is $40 so maybe that's the source of the discrepancy?

I'll keep an eye and see if that self-corrects at some point.

EL1234 · November 5

Okay it's a few hours later and the $40 discrepancy has resolved itself. (The list of pending transactions hasn't changed, but now the tooltip amount of pending transactions matches what actually shows in the transaction list.)

Coach Natalie · November 6

@EL1234, thanks for the update!

Now that you've reconnected the account, please keep an eye on things from here forward and let us know if the issue pops up again. If it does, we need some data from you:

The name of the account with the issue, as it appears in Quicken Simplifi.
The Date, Payee, and Amount of the transactions that seem to be impacting the balance ahead of actually downloading, or are being double-counted in the balance.
Confirm whether these transactions show as "pending" in Quicken Simplifi.
Confirm whether these transactions show as "pending" on the bank's website.
The current balance for the account in Quicken Simplifi (we need this when it’s incorrect).
The current balance for the account on the bank's website (when it’s incorrect in Quicken Simplifi).
The balance for the account in Quicken Simplifi after the transactions download/clear and everything becomes correct again.
A timeline of when the balance is incorrect and when it becomes correct again in relation to the above transactions downloading and/or clearing in Quicken Simplifi.

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.

-Coach Natalie

EL1234 · November 6

Well here we are again with a discrepancy in the tooltip :D

Basically, two transactions that cleared yesterday seem to still be counted in the "pending transactions" tooltip.

I'll send you the information listed above @Coach Natalie - do you really need the balance for each account? Or just the one that's misbehaving?

Coach Natalie · November 6

@EL1234, no, that's my bad — just the problematic account. I changed it above so it's correct. 😀

Thanks!

-Coach Natalie

EL1234 · November 6

Thanks!

EL1234 · November 6

I sent you the info aside from #7-8, I'll keep an eye out for those. Thanks!

EL1234 · November 6

Now the balance is correct! I sent you the info for #7-8

Coach Natalie · November 6

@EL1234, thank you!

I got you added to the ticket and will post back with updates.

-Coach Natalie

~~CTP-11351~~ CTP-11450

EL1234 · November 6

Thanks @Coach Natalie !

SRC54 · November 8

https://community.simplifimoney.com/discussion/comment/42924#Comment_42924

Yep, this is exactly what my bank is doing. It will correct with the next download a few hours later, but be back again next morning unless I have no transactions to clear. Yesterday was first day it didn't mess up but today it did. Trying to figure out why it didn't yesterday.

RobWilk · November 8

there seem to be many topics about the same bug. We should probably have these discussions merged, but I know in general they only do that with idea posts. You would expect an alert message acknowledging the should be known issue by now.

EL1234 · November 8

https://community.simplifimoney.com/discussion/comment/43027#Comment_43027

I agree

Coach Natalie · November 11

@EL1234, we went ahead and created an Alert for this issue, so please follow it for updates moving forward instead:

https://community.simplifimoney.com/discussion/10633/new-11-11-24-multiple-fis-account-balance-missing-transactions-issues

Thank you for your patience as we work to resolve this matter!

-Coach Natalie

EL1234 · November 11

Thanks @Coach Natalie

SRC54 · November 18

This bug hit me today. I rarely use my Chase Visa (Amazon), but my wife and I made orders this weekend and I have one double-counted transaction this morning. Waiting to see if it resolves next update. I had the other problem on a Saturday before; this is the first time (I'm aware of) to have it on a weekday.

Let me know @Coach Natalie if you need anything specific from me. I figure you probably don't. 😀

Coach Natalie · November 18

@SRC54, thanks for letting us know!

Please follow these steps to establish a completely fresh connection with the bank and gain a new access token, and then keep an eye on things moving forward:

Navigate to the bank's website, sign in, and remove Quicken's access from the bank's third-party linked apps.
Navigate back to Quicken Simplifi and make all of your accounts with this bank manual by following the steps here.
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 and reauthorize your accounts.
Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

If the issue persists in the future after doing so, we can add you to the ticket we ended up filing for Chase (CTP-11450) with the above-requested information being provided:

https://community.simplifimoney.com/discussion/comment/42921#Comment_42921

-Coach Natalie

SRC54 · November 18

@Coach Natalie Will do, and will keep you posted.

RobWilk · November 21

I didn't realize this was a chase topic, maybe my earlier chase balance posts can be merged with this, and I can figure out how to be added to this ticket?

Coach Natalie · November 25

@EL1234, thank you for your patience as the escalation for Chase is being researched!

We've heard back from our engineering team and they'd like to know if the issue is still occurring for you. If so, we need to gather some fresh examples, data, and logs from you to share with them.

Please let us know!

-Coach Natalie

Cleared transaction still shows pending in the tooltip and balance is off

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