Freedom Mortgage Showing $0 Balance

Hello @BlurrVT,

Thank you for reaching out! To clarify, you are able to add the account just fine, but the balance is incorrect and shows a $0 account balance, correct? Let's see if the following steps work to resolve the issue:

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

If the issue is still occurring afterward, please supply the following information:

• The name of the account in question, as it appears in Quicken Simplifi.
• The name of the account in question, as it appears on the bank's website.
• A fresh screenshot of the balance for the account in Quicken Simplifi.
• A screenshot of the balance displayed on the bank's website for comparison.

We will also need logs:

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.

Hello @BlurrVT,

Thanks for the information! We will also need 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.

Let us know once that can be sent!

Hello @BlurrVT,

Thank you for the information! Before I escalate this issue, can you verify whether you tried the following steps to resolve your issue?

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

We want to make sure you tried them, so I can report to the product team that these steps did not resolve the issue. Let us know!

Hello @BlurrVT,

Thank you for the information! I did get this reported to my product team and will follow up with any updates here as they work on a resolution.

In the meantime, you can track the account manually by adding manual transactions, which will keep your records up-to-date. Here are the steps to do so: Managing Transactions in Quicken Simplifi | Quicken Simplifi Help Center

CTP-16477