Principal Financial Group - balances not updating

rjg5060
rjg5060 Member ✭✭✭
edited May 22 in Adding and Updating Accounts

[removed]

Hi -

I have 2 401Ks at Principal Financial Group. Starting earlier this year, while updates successfully completed without any connection error, the balances on these two 401K accounts were not getting updated. When I contacted you, you suggested that I reconnect to Principal. I tried this and it worked, but only temporarily.

For the past several months, the only way for me to get my balances for these 2 401Ks to update is to reconnect to Principal. Otherwise, the balances do not update at all. When I reconnect, the reconnection dialog shows the current and correct balances and then updates the balances on the list of accounts. Without doing this, the balances do not update.

As I stated above, the connection does not get any errors and the account page indicates that Prudential has successfully been updated. But the balance values do not change.

This problem occurs on both a web browser (Chrome - latest version 148.0.7778.179) or on the Android app latest version 6.20.0

I can send you some screenshots if you want, but I am 100% sure that this is an problem either originating from Simplifi or Prudential.

Can you please investigate and fix this problem?

Thank you

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Comments

  • Coach Jon
    Coach Jon Moderator admin

    Hello @rjg5060,

    Thanks for reaching out! If you can provide those screenshots you mentioned, I am sure they would be helpful! I would also have you try the following steps to see if they work better in resolving the situation:

    1. Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
    2. Navigate back to Quicken Simplifi, and make all of the accounts with the bank manual by following the steps here.
    3. 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.
    4. 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 this goes!

    -Coach Jon

  • rjg5060
    rjg5060 Member ✭✭✭

    Thank you @Coach Jon

    I followed your 4 steps. I'll see tomorrow and into next week if the balances update.

    Is there a way I can send you the screenshots without having to publish them for public viewing?

  • Coach Jon
    Coach Jon Moderator admin

    Hello @rjg5060,

    You can definitely send this information via DM to me if you prefer! Thank you!

    -Coach Jon

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