Home Alerts & Known Product Issues

UPDATED 3/28/20: Citibank Branded Cards receiving a CC-502 error

Quicken_NatalieQuicken_Natalie Moderator mod
Some Quicken for Windows and Quicken for Mac Users may receive a CC-502 or CC-505 error message when attempting to add or update accounts with Citi Branded Cards.

These cards include such store cards as Best buy, Exxon Mobile, Macy's, Home Depot, Office Depot and Staples.

Any accounts receiving this error will require an authorization on the Citibank website once again. Please follow these steps to do so:

1. Attempt to add/update the account(s) in Quicken - if the error is received, leave the error window open in Quicken and log into Citi's website via a web browser
2. Click on Profile and select More Settings
3. Click on Manage Desktop Apps 
4. Click Add Access (button will be blue)   
5. Return to Quicken and click Try Again

Once completing the authorization steps, these accounts should update successfully in Quicken.

Please note that the Citibank website shows the opposite order of going to the site and clicking
Add Access first, this does not work. Please follow the steps listed above to authorize the account(s). 

If you would like to be automatically notified of any updates regarding this issue, please "bookmark" this Alert by clicking the yellow star in the upper right corner.

Thank you!

 

Comments

  • Quicken_NatalieQuicken_Natalie Moderator mod
    ONGOING 1/15/20

    This Alert is still listed as ongoing.

    There is currently no ETA on a resolution. 

    Thank you! 

     
  • Quicken_TykaQuicken_Tyka Moderator mod
    ONGOING 1/24/20

    This Alert is still listed as ongoing.

    There is currently no ETA on a resolution. 

    Thank you! 
    -Quicken Tyka
  • Quicken_TykaQuicken_Tyka Moderator mod
    edited February 8
    ONGOING 2/7/20

    This Alert is still listed as ongoing.

    There is currently no ETA on a resolution. 

    Thank you! 


    -Quicken Tyka
  • Quicken_TykaQuicken_Tyka Moderator mod
    edited March 8
    Ongoing 2/13/20

    The CC-505 errors are no longer being reported with Citibank branded cards.

    However, CC-502 errors are still being reported and are still listed as ongoing.

    There is currently no ETA on a resolution. 

    Thank you,

    -Quicken Tyka
  • Quicken_TykaQuicken_Tyka Moderator mod
    edited March 8
    UPDATE: 2/22/20

    We have seen an increase with a 502 error with Citibank and Citi Cards.

    First, please attempt to update the account:
    1. Open the transaction register for the account with the error message.
    2. Click the Gear Icon in the upper right of the register and select Update Now.
    3. Follow the on-screen instructions to complete the update.
    4. Repeat these steps for each account with this error.
    If the error persists, please wait 24 hours before attempting to update again.

    If the error continues to persist, please contact support directly for a review of the logs and possible escalation.

    https://www.quicken.com/support#contact-support

    Thank you,


    -Quicken Tyka
  • Quicken_TykaQuicken_Tyka Moderator mod
    ONGOING 3/8/2020

    This Alert is still listed as ongoing.

    There is currently no ETA on a resolution. 

    Thank you! 
    -Quicken Tyka
  • Quicken_NatalieQuicken_Natalie Moderator mod
    UPDATED 3/28/20

    If you are receiving a CC-502 error when attempting to add or update accounts with Citibank in Quicken, please first attempt to refresh the account(s) individually, following these steps:
    1. Open the transaction register for the account with the error message.
    2. Click the Gear Icon in the upper right of the register and select Update Now.
    3. Follow the on-screen instructions to complete the update.
    4. Repeat these steps for each account with this error.
    If these steps do not resolve the error, you will next want to consider changing your Online Banking password to exclude any special characters, or to replace a required special character with something different, when applicable. 

    Please specifically exclude the use of the ampersand (&), left carat (<), right carat (>), backslash (\), and forward-slash (/).

    If the issue persists, and it has been more than 24 hours, you will then want to contact Support directly, so that an escalation pathway can be pursued/provided. 

    https://www.quicken.com/support#contact-support

    Please use Alert ID #7418977 as a reference.

    We appreciate everyone's patience.


     
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