Citi Costco Visa download wants doesn't recognize existing account (using Quicken Connect on Mac)

Magpie

Citi Costco Visa download wants doesn't recognize existing account (using Quicken Connect on Mac). Instead, given the Citi download file, Quicken for Mac wants to set up a new "Credit Line" account. Not only does it happen using Quicken Connect, it also happens when the download comes via Citi's "Export" (download transactions) link. This behavior -- not recognizing the existing Quicken credit card account -- is new to me (early April 2020).
Any ideas as to what changed or what's happening?

Quicken Anja

Thank you for the information!

So, I have a couple suggestions based on that.

First, I suggest you try following these error-specific step by step troubleshooting instructions in this support article.

If that fails, then, you can try switching the connection type from Quicken Connect to Direct Connect by doing the following-- 
Settings > Change connection type > Select Citi Cards (unless it's already selected) > Click "Options" > Sign in using your Citi credentials

Now, this may or may not fail on your first try.
If it was successful-- you'll be able to just link the account (unless it already shows it's linked) and that shouldn't require any further action.
If it does fail-- click on this link to sign in and activate Direct Connect on Citi's end first. If I'm not mistaken, you will need to do the first failed attempt in Quicken first before it will give you the activation pop-up at the link provided. Then, go back to Quicken and attempt to sign in again. After that, it should successfully go through (unless the issue you're experiencing is coming from Citi's servers, then Direct Connect will likely fail as well). 

FYI-- You will notice when first selecting Direct Connect how it mentions that some financial institutions charge a fee for using that connection method. However, if I recall correctly-- Citi is not one of them. If you want to verify that you can always reach out to Citi directly of course or it might even mention a fee when you're prompted to activate it on the link I provided.

Should both of these instructions fail, then at that point I do recommend reaching out to Quicken Support via phone or chat so our support agents can pull and review your log files which might require them to escalate the issue depending on what they find in your log files. 

Let me know if you have any questions or if anything in the instructions I provided was unclear!

-Quicken Anja

Quicken Support Current Hours of Operation:
8:00 am - 5:00 pm PDT

• Quicken Phone Support - Monday through Friday
  
• Quicken Chat Support - 7 days a week

Note: Quicken Support will be closed on Good Friday, 04/10/2020

Magpie

Wow, success
"First, I suggest you try following these error-specific step by step troubleshooting instructions in this support article."

This 4-step procedure worked. Whew!

A *minor* suggestion I'd make is to reword the First step to emphasize unchecking *hidden* accounts (as opposed to the one in question). It's correct as written but led me to uncheck the account I was working on. But I figured it out.

Many, many thanks. I'm back in action again.

Quicken Anja

Hello @Magpie,

Thank you for reaching out to the Community regarding your issue, and I am sorry to hear that you are experiencing this.

First-- could you please provide the version release of Quicken you are running?
Help > About Quicken

To better assist you-- are you receiving any specific error codes when trying to download from Citi Costco Visa? Also, you mentioned that you are using Quicken Connect, --thank you for providing that-- however, could you check the financial institution name it is connected to (usually this would either be Citibank or Citi Cards)?
Select the account > Settings on the bottom-right of the register > Financial Institution: "name"

Thank you,

-Quicken Anja

Magpie

Hello, Anja, thank you for the quick reply.
First, here's the key info:
Quicken Version 5.15.3 (Build 515.33035.100).
Financial Institution: Citi Cards
There were no error codes.
Nominally, the download was "successful" but the result was that Quicken prompted to set up a new account for 'Line of Credit', instead of updating the existing credit card account.

Again now running Accounts > Update the Selected Online Account, I see this from the LAST update on 3/20/2020: Partial Download (-28), 18 new transactions downloaded ..., CP_SCRIPT_ERROR:ccscrape.101:General error:layout not available.

However, on this try there were no transactions downloaded via Quicken Connect.

Let me try Citi's Export feature.
Citi: "Done! You've exported the file Since Mar 20, 2020.QFX with 35 transactions."
Quicken: "1 Account Found; Add or link ...; 'Line of Credit'
The existing Credit Card account is NOT listed as a link option.

Thank you again for reaching out, Anja. If more info is needed, just ask.

Quicken Anja

Thank you for the information!

So, I have a couple suggestions based on that.

First, I suggest you try following these error-specific step by step troubleshooting instructions in this support article.

If that fails, then, you can try switching the connection type from Quicken Connect to Direct Connect by doing the following-- 
Settings > Change connection type > Select Citi Cards (unless it's already selected) > Click "Options" > Sign in using your Citi credentials

Now, this may or may not fail on your first try.
If it was successful-- you'll be able to just link the account (unless it already shows it's linked) and that shouldn't require any further action.
If it does fail-- click on this link to sign in and activate Direct Connect on Citi's end first. If I'm not mistaken, you will need to do the first failed attempt in Quicken first before it will give you the activation pop-up at the link provided. Then, go back to Quicken and attempt to sign in again. After that, it should successfully go through (unless the issue you're experiencing is coming from Citi's servers, then Direct Connect will likely fail as well). 

FYI-- You will notice when first selecting Direct Connect how it mentions that some financial institutions charge a fee for using that connection method. However, if I recall correctly-- Citi is not one of them. If you want to verify that you can always reach out to Citi directly of course or it might even mention a fee when you're prompted to activate it on the link I provided.

Should both of these instructions fail, then at that point I do recommend reaching out to Quicken Support via phone or chat so our support agents can pull and review your log files which might require them to escalate the issue depending on what they find in your log files. 

Let me know if you have any questions or if anything in the instructions I provided was unclear!

-Quicken Anja

Quicken Support Current Hours of Operation:
8:00 am - 5:00 pm PDT

• Quicken Phone Support - Monday through Friday
  
• Quicken Chat Support - 7 days a week

Note: Quicken Support will be closed on Good Friday, 04/10/2020

Magpie

Wow, success
"First, I suggest you try following these error-specific step by step troubleshooting instructions in this support article."

This 4-step procedure worked. Whew!

A *minor* suggestion I'd make is to reword the First step to emphasize unchecking *hidden* accounts (as opposed to the one in question). It's correct as written but led me to uncheck the account I was working on. But I figured it out.

Many, many thanks. I'm back in action again.

Magpie

Appreciate the tip. Thanks