Mobile check investment -- not working (3 days)

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chiefBH
Posts: 12
Joined: Fri Nov 04, 2016 4:01 pm

Mobile check investment -- not working (3 days)

Post by chiefBH »

Is Vanguard's mobile check investment broken for anyone else right now?

I'm trying to add funds to my Roth IRA via an after-tax-401k-in-service-distribution paid out as a check. Check is payable to Vanguard, FBO <me>, and this has always worked. I've done it this way about 5 times over the past couple of years. The process has always been glitchy, but it's always worked, eventually.

I am using exactly the same options I've always used for this and have been successful previously:
Acct: Roth IRA brokerage
To: Federal Money Market
From: Mobile check investment
Is this a rollover from your employer sponsored plan: Yes
Is this a rollover from a designated Roth employer-sponsored plan: No
Amount: $xxxx.xx
Check front: <image>
Check back: <image>
But I'm getting this error:
We're unable to complete your request at this time. Please cancel your transaction and try again later.
I've seen other folks post about a different error message about not recognizing the check, I am not getting that at all. However, the error message I see is particularly unhelpful as it gives me no clue as to why there is a problem (is it a problem on their end, does it not like my check, etc). I tried Saturday, Sunday, and today, and I get the same error. I tried on my wife's Android phone and I get an error on there as well.

Anyone else having trouble with this?
I realize this is a first world problem, but I really don't want to have to mail this deposit with a form (risking loss, etc).
sycamore
Posts: 2564
Joined: Tue May 08, 2018 12:06 pm

Re: Mobile check investment -- not working (3 days)

Post by sycamore »

chiefBH wrote: Mon May 10, 2021 5:07 pm Is Vanguard's mobile check investment broken for anyone else right now?

I'm trying to add funds to my Roth IRA via an after-tax-401k-in-service-distribution paid out as a check. Check is payable to Vanguard, FBO <me>, and this has always worked. I've done it this way about 5 times over the past couple of years. The process has always been glitchy, but it's always worked, eventually.

I am using exactly the same options I've always used for this and have been successful previously:
Acct: Roth IRA brokerage
To: Federal Money Market
From: Mobile check investment
Is this a rollover from your employer sponsored plan: Yes
Is this a rollover from a designated Roth employer-sponsored plan: No
Amount: $xxxx.xx
Check front: <image>
Check back: <image>
But I'm getting this error:
We're unable to complete your request at this time. Please cancel your transaction and try again later.
I've seen other folks post about a different error message about not recognizing the check, I am not getting that at all. However, the error message I see is particularly unhelpful as it gives me no clue as to why there is a problem (is it a problem on their end, does it not like my check, etc). I tried Saturday, Sunday, and today, and I get the same error. I tried on my wife's Android phone and I get an error on there as well.

Anyone else having trouble with this?
I realize this is a first world problem, but I really don't want to have to mail this deposit with a form (risking loss, etc).
Sorry I don't use mobile check deposit so I have no experience to share here.

But the error message sounds generic enough to make me wonder if some of the classic workarounds might help:
- reboot your phone
- upgrade the Vanguard app (if such an upgrade is pending)
- uninstall / install the Vanguard app

Good luck.
relativeflux
Posts: 11
Joined: Sun Apr 29, 2012 12:48 pm

Re: Mobile check investment -- not working (3 days)

Post by relativeflux »

It has been broken for me since around April 20th. I have tried reinstalling several times. I finally mailed in 2 rollover checks today instead of waiting for it to be fixed. I have received the same error. I called the technical help line and they said it was being worked but gave no eta. That was over a week ago. I access the app on android.
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heartwood
Posts: 1900
Joined: Sat Nov 23, 2013 1:40 pm

Re: Mobile check investment -- not working (3 days)

Post by heartwood »

relativeflux wrote: Mon May 10, 2021 7:07 pm It has been broken for me since around April 20th. I have tried reinstalling several times. I finally mailed in 2 rollover checks today instead of waiting for it to be fixed. I have received the same error. I called the technical help line and they said it was being worked but gave no eta. That was over a week ago. I access the app on android.
Earlier for me. I got the same "cannot complete at this time" message for several days in early April. I spoke with my Vanguard rep around April 10 and was told it was a problem after an upgrade to the app. They're working on it, but there's no estimated date for a fix. :oops:

I was told to deposit by mail. Instead I mobile deposited at BOA and moved by EFT to Vanguard. For a Roth deposit you'll probably have to mail it in unless you've linked an outside account.

added: It would be nice, after more than a month, if there were some sort of message/notice in the app that it's not working.
reddison
Posts: 145
Joined: Mon Jul 16, 2018 11:13 am

Re: Mobile check investment -- not working (3 days)

Post by reddison »

I used mobile check deposit last Friday to deposit a 7 figure 401k rollover and it worked fine. Although I’ve frequently used mobile deposit with my local bank it was a large amount so I called Vanguard and had a rep walk me thru it to be sure I did it correctly.
gtaylor
Posts: 349
Joined: Tue Feb 17, 2009 3:22 pm

Re: Mobile check investment -- not working (3 days)

Post by gtaylor »

Nope, it's still broken for me.

First noticed it about a month ago, rang and was told I was out of luck, mail it in. Since it was a check from someone made out to me, which the mailing instructions explicitly said not to do, I had to ring again and verify that all the usual checks they used to take by mail will still work. It will, and did, and the mailing instructions are I think somewhat improved now.

Later, they messaged me that the newer or perhaps beta Vanguard "Beacon" app has different mobile check logic and should work to deposit checks. However I should not use other features in that app as it is experimental (!?).

This week, I've tried both Beacon and regular apps with two different checks. One was from a parent with wobbly lettering, so I can understand the resulting OCR failure (a clear message about not being able to read the check). The apps do not appear to support submitting anyway with it flagged for a human to review. That is a bug and I reported it as such via the secure message email thing.

Today's check was a printed business check, nothing challenging, the apps both gave nondescript "no soup for you" errors, and I'm mailing it to El Paso yet again. The presumably outsourced El Paso deposit path takes approximately forever. Grr.

WTF is going on with the Vanguard software people that check depositing is broken for months on end with no hint of anyone even looking at it? This is investment firm 101, when customers say "take my money", you take it!
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heartwood
Posts: 1900
Joined: Sat Nov 23, 2013 1:40 pm

Re: Mobile check investment -- not working (3 days)

Post by heartwood »

gtaylor wrote: Mon May 17, 2021 2:27 pm
...

Later, they messaged me that the newer or perhaps beta Vanguard "Beacon" app has different mobile check logic and should work to deposit checks. However I should not use other features in that app as it is experimental (!?).

...
I tried a deposit yesterday on the old app and got the same fail I got over a month ago.

Is the new Beacon app working? I'm not clear from what you say.

Yesterday I again did a mobile deposit to BOA and will EFT it to Vanguard when it clears. I have a relatively low monthly limit for mobile check at BOA, $15k. I had a couple of unusual checks come in and just made it under with yesterday's check. Otherwise I'd have to walk into BOA and might have a problem since the check is to my LLC and not in my name.
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heartwood
Posts: 1900
Joined: Sat Nov 23, 2013 1:40 pm

Re: Mobile check investment -- not working (3 days)

Post by heartwood »

heartwood wrote: Tue May 18, 2021 8:33 am
gtaylor wrote: Mon May 17, 2021 2:27 pm
...

Later, they messaged me that the newer or perhaps beta Vanguard "Beacon" app has different mobile check logic and should work to deposit checks. However I should not use other features in that app as it is experimental (!?).

...
I tried a deposit yesterday on the old app and got the same fail I got over a month ago.

Is the new Beacon app working? I'm not clear from what you say.

Yesterday I again did a mobile deposit to BOA and will EFT it to Vanguard when it clears. I have a relatively low monthly limit for mobile check at BOA, $15k. I had a couple of unusual checks come in and just made it under with yesterday's check. Otherwise I'd have to walk into BOA and might have a problem since the check is to my LLC and not in my name.
I just tried mobile deposit in Beacon with a hand written check. Rejected. Error message that it can't read my signature endorsement on the back. Tried multiple times, even turning the the signature around to right v. left side of pix. All fails.
gtaylor
Posts: 349
Joined: Tue Feb 17, 2009 3:22 pm

Re: Mobile check investment -- not working (3 days)

Post by gtaylor »

heartwood wrote: Tue May 18, 2021 9:53 am I just tried mobile deposit in Beacon with a hand written check. Rejected. Error message that it can't read my signature endorsement on the back. Tried multiple times, even turning the the signature around to right v. left side of pix. All fails.
Yup, that matches my experience. No deposits for us :(

The only hint that it is even attempting to examine the check images is that it gave me different errors for really wobbly OCR-proof grandparent handwriting versus an "easy" machine printed check.

Grr.
Coolguy8877
Posts: 107
Joined: Thu Oct 03, 2019 8:41 am

Re: Mobile check investment -- not working (3 days)

Post by Coolguy8877 »

chiefBH wrote: Mon May 10, 2021 5:07 pm Is Vanguard's mobile check investment broken for anyone else right now?

I'm trying to add funds to my Roth IRA via an after-tax-401k-in-service-distribution paid out as a check. Check is payable to Vanguard, FBO <me>, and this has always worked. I've done it this way about 5 times over the past couple of years. The process has always been glitchy, but it's always worked, eventually.

I am using exactly the same options I've always used for this and have been successful previously:
Acct: Roth IRA brokerage
To: Federal Money Market
From: Mobile check investment
Is this a rollover from your employer sponsored plan: Yes
Is this a rollover from a designated Roth employer-sponsored plan: No
Amount: $xxxx.xx
Check front: <image>
Check back: <image>
But I'm getting this error:
We're unable to complete your request at this time. Please cancel your transaction and try again later.
I've seen other folks post about a different error message about not recognizing the check, I am not getting that at all. However, the error message I see is particularly unhelpful as it gives me no clue as to why there is a problem (is it a problem on their end, does it not like my check, etc). I tried Saturday, Sunday, and today, and I get the same error. I tried on my wife's Android phone and I get an error on there as well.

Anyone else having trouble with this?
I realize this is a first world problem, but I really don't want to have to mail this deposit with a form (risking loss, etc).
Fwiw I successfully deposited a 401k after-tax (non-Roth) check via mobile deposit on 4/27 using the same criteria you outlined. This was on the old (non-Beacon) vanguard app, latest version, iPhone. Not sure what allowed me to be others, but sharing for another data point. Hoping I will still be able to do mobile deposit with future MBR rollovers.
drzzzzz
Posts: 677
Joined: Sat Sep 22, 2012 9:56 pm

Re: Mobile check investment -- not working (3 days)

Post by drzzzzz »

Mobile deposit didn't work yesterday when I tried - said it looked like a corporate check and wouldn't accept it although it is a personal check. They have had intermittent problems with mobile deposit for years and the company doesn't really seem to care.
gtaylor
Posts: 349
Joined: Tue Feb 17, 2009 3:22 pm

Re: Mobile check investment -- not working (3 days)

Post by gtaylor »

Still broken, both apps.

There has clearly been some development work in the main Vanguard app. The check photo mode now scales the whole camera sensor image to fit on screen; previously, the camera shutter button obstructed part of the image so it was a little wonky to get a check image spanning the whole sensor area.

I don't recall if the beacon app is different now than last month. It certainly has the streamlined highly productized appearance that is now fashionable. But it doesn't work any better, both apps just go "Oops!" when you submit the deposit.

Grr.
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heartwood
Posts: 1900
Joined: Sat Nov 23, 2013 1:40 pm

Re: Mobile check investment -- not working (3 days)

Post by heartwood »

I tried the original app last week and again got the "cannot complete at this time" message while using mobile deposit. My check was over my daily/monthly limit at BOA so I mailed it to Vanguard in El Paso rather than my usual workaround of mobile deposit to BOA and then EFT to Vanguard.

Based on gtaylor mentioning "both apps" I checked Beacon just now to see if the deposit was made. I can see most of my accounts in the app. I can see the LLC account name and the account total but now have a message that "the account type is currently unavailable on this app. Logon to Vanguard.com to view details for this account." The account is a brokerage account (same as other accounts I can access). It is an LLC account not a personal account.

I believe I could see it in Beacon last month!

If anyone is having success with mobile deposit, either on the old or new app, I'd be interested what type of account works, or is it all apps.
UpperNwGuy
Posts: 5756
Joined: Sun Oct 08, 2017 7:16 pm

Re: Mobile check investment -- not working (3 days)

Post by UpperNwGuy »

I just walk the checks into my brick and mortar credit union. Once they're deposited and the funds are available, I transfer them to Vanguard. I won't mess with Vanguard's app. I hate stress.
gonggong
Posts: 14
Joined: Mon Nov 28, 2016 5:15 pm

Re: Mobile check investment -- not working (3 days)

Post by gonggong »

I sent VG a message regarding this last week. Their response was that they're working on it, and to keep trying both apps. Obviously, both apps still don't work as evidenced by all of us who have tried, so I mailed the check in to El Paso, but hopefully they really do have a team fixing it.
Thank you for taking the time to contact us.

We apologize for any difficulty you've experienced.

There is a known issues with mobile check deposit that our mobile team is
working to resolve. In the meantime, please continue to try or you can try
using the Beacon app. Thank you for your patience.

For technical assistance on vanguard.com and our mobile app, please call us
at 877-662-7447 and ask to speak with a Web Technical Support Services
specialist. Our specialists are available Monday through Friday between the
hours of 8 a.m. and 7 p.m., Eastern time.
User avatar
heartwood
Posts: 1900
Joined: Sat Nov 23, 2013 1:40 pm

Re: Mobile check investment -- not working (3 days)

Post by heartwood »

gonggong wrote: Wed Jun 16, 2021 4:42 pm I sent VG a message regarding this last week. Their response was that they're working on it, and to keep trying both apps. Obviously, both apps still don't work as evidenced by all of us who have tried, so I mailed the check in to El Paso, but hopefully they really do have a team fixing it.
Thank you for taking the time to contact us.

We apologize for any difficulty you've experienced.

There is a known issues with mobile check deposit that our mobile team is
working to resolve. In the meantime, please continue to try or you can try
using the Beacon app. Thank you for your patience.

For technical assistance on vanguard.com and our mobile app, please call us
at 877-662-7447 and ask to speak with a Web Technical Support Services
specialist. Our specialists are available Monday through Friday between the
hours of 8 a.m. and 7 p.m., Eastern time.
Thank you for FU'ing and posting the response here.

I asked the same on April 10 and got the same "we're working on it" response.

They're a $7+ trillion AUM company. Two months later it's still not working and they're advice is to keep trying 2 different apps?

Other companies do mobile check deposit w/o a problem. With $7+ AUM why not buy someone else's platform?
drzzzzz
Posts: 677
Joined: Sat Sep 22, 2012 9:56 pm

Re: Mobile check investment -- not working (3 days)

Post by drzzzzz »

I used to deposit it with my bank and then transfer it to Vanguard, but decided to just open a Fidelity account, deposit it with the Fidelity app and keep it there. Can't figure out why Vanguard has such difficulty to get a mobile banking app to work - but not into dealing with it any longer with them.
ChrisLA
Posts: 24
Joined: Mon Jan 23, 2017 1:55 pm

Re: Mobile check investment -- not working (3 days)

Post by ChrisLA »

After getting the "we're unable to process your request" message when I tried depositing a check via the original Vanguard app multiple times over the past 24 hours, after switching to the Beacon app it worked the first time.
ruud
Posts: 559
Joined: Sat Mar 03, 2007 1:28 pm
Location: san francisco bay area

Re: Mobile check investment -- not working (3 days)

Post by ruud »

For what it's worth: I had no problem depositing a Roth 401k rollover check (made out to Vanguard FBO me) into my Roth IRA using the Vanguard mobile app on iOS. This was about a month ago.
.
Faith20879
Posts: 871
Joined: Fri Mar 02, 2007 10:16 am

Re: Mobile check investment -- not working (3 days)

Post by Faith20879 »

ruud wrote: Wed Jul 21, 2021 2:15 pm For what it's worth: I had no problem depositing a Roth 401k rollover check (made out to Vanguard FBO me) ...
Same here just half hour ago. Received no complain from the app, confirmation email from VG arrived in my box 10 minutes later. All signs pointed to a successful transaction. We shall see soon enough if the amount shows up in the correct account.

Downloading the app was relatively easy - even for this non tech saavy old fart, logging in from the cellphine was not too bad, following the steps to scan check was straightforward, learned something new today, feeling accomplished.
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Taz
Posts: 481
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Location: Florida

Re: Mobile check investment -- not working (3 days)

Post by Taz »

The Vanguard mobile app worked fine for me on Monday so another positive data point. The check was a 401k rollover to a new IRA account.
The destination matters. | "Life moves pretty fast. If you don't don't stop and look around once in a while - you could miss it." -- Ferris Bueller
AB609
Posts: 88
Joined: Thu Oct 17, 2019 9:02 am

Re: Mobile check investment -- not working (3 days)

Post by AB609 »

I was having that issue last week. I tried on several different days to no avail. I finally just kept trying to submit again after I got the rejection message during a session and after about the 3rd try it took it successfully. Buggy software.
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