Cannot sync Quicken on the web with my bank

Citizens bank account. Quicken 2019-R18.16  I, after a few hours of pain, upgraded to the new Quicken and successfully got it to sync with my bank.  I then got the desktop to sync with the cloud version.  But that version will not sync with my bank.  Now, the desktop uses my SS plus one digit for a username and an 8 char username to connect to the bank . My bank uses a typical username set my me with a different, more complex username for me to sign into my account on their site.  Neither of these credentials will cause the cloud Quicken to sync with the bank.  I tried Quicken support but they had no clue what I was talking about.  I will talk to my bank on Monday.  Has anybody else run into something like this?

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