Empower cash accounts show a $0 balance (edited)

@joda2021, thanks for reaching out to the Community!

To better understand your situation and the issue, I have some follow-up questions:

• What are these accounts classified as in Quicken Simplifi?
• If the accounts are classified as Investment Accounts, where does the cash come in? Do the accounts in question contain cash values with the financial institution? If so, where would you expect to see this cash in Quicken Simplifi (i.e., in the Investments Portfolio, as Investment Transactions, etc.)?
• What is the balance for the accounts 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)?
• What is the balance for the accounts in the Investments Portfolio in Quicken Simplifi (you can filter the page to each account to determine this)?
• What is the balance for the accounts according to the bank's website?
• Do you have a Cash Holding when viewing the Investments Portfolio for each of the accounts in Quicken Simplifi?

Let us know!

@joda2021, thanks for the reply!

To make sure I fully understand the account setup, the $0 balance issue is happening with a different account than the 401(k) and 457 accounts. Instead, you have accounts in Quicken Simplifi through Empower that are separate cash accounts, and these are the accounts with the $0 balance, correct?

To review this for escalation, we will need the following data from you. Please specify which data is for your account and which is for your wife's account:

1. The names of the accounts with the issue, as they appear in Quicken Simplifi.
2. A screenshot of the balance for the accounts 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).
3. A screenshot of the balance for the accounts in the Investments Portfolio in Quicken Simplifi (you'll want to filter the page to each account).
4. A screenshot of the balance for the accounts as displayed on the bank's website.
5. A screenshot of the holdings tables for the accounts in Quicken Simplifi (you'll want to filter the page to each account).
6. A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers. We will need this for your login, as well as your wife's.

Please also submit your logs via the 'Send Feedback' option:

1. Log in to 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.

You are welcome to DM this information for privacy. Or, if you prefer a private support interaction in general, you can contact our Chat or Phone Support Team directly: https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support

We look forward to your reply!

@joda2021, thank you for the DM!

It looks like the information provided is incomplete. For number 2, you provided a screenshot of the Accounts List with all balances redacted; instead, it looks like the information needed for number 2 was provided for number 3, meaning that number 3 is still needed:

• A screenshot of the balance for the accounts in the Investments Portfolio in Quicken Simplifi (you'll want to filter the page to each account).

It looks like number 5 is also missing for each of the accounts:

• A screenshot of the holdings tables for the accounts in Quicken Simplifi (you'll want to filter the page to each account).

Both of these items can be located by navigating to Investments > Portfolio in Quicken Simplifi. You can then use the Account Filter at the top to filter the page to each account. You can likely get a screenshot of the Market Value at the top (number 3) and the holdings table (number 5) all in one image.

Let us know if you need further assistance with locating and gathering this data!

@joda2021, thank you for your patience as this issue is being researched!

I heard back from our engineering team, and they'd like you to give this another try in Quicken Simplifi. You may need to establish a completely fresh connection with the bank to know for sure if the issue is fixed:

1. Make all of the accounts with this bank 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. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here. 

Let us know how it goes!

@joda2021, hello again!

Did you get a chance to see my previous reply?

If we don't hear back from you by the end of the week, we'll have to close the escalation ticket until you're able to provide the information needed to continue working on the issue.

Thank you!

@joda2021, thank you for the update!

I went ahead and closed the ticket for now. After the updates have been rolled out by Empower, please let us know if this issue is still occurring, and we can revisit it at that time.