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Chase Bank - unable to establish Direct Connect connection

I've been using Quicken for over 25 years, and I have always had a Direct Connect connection. About 6 months ago, I switched to Chase Bank and established a Direct Connect connection. As a result, I was able to utilize Chase bill pay where I paid all of my bills and made transfers from savings to checking -- all directly from my Quicken software without having to use the Chase website.

It worked beautifully for months, until several weeks ago when Chase had a problem with its Quicken bill pay service (which is described in a number of other posts). During that problem, I changed my connection to Web Connect so I could still download transactions. Now that that problem was fixed by Chase, I am now trying to switch back to a Direct Connect connection, but it is not allowing me to do so.

I keep getting a message in Quicken that I need login information from Chase in order to do this. But in fact, Chase already has me set up for Direct Connect, and it uses the same login credentials that I use to access Chase.com. As a result, I am only able to continue with a Web Connect connection.

Chase has their research team supposedly working on this, but it's been about 6 weeks and it's going nowhere. Has anyone experienced this problem? If I'm not able to fix this, I will need to switch banks, as it is really important for me to have a bank that has direct connect and that offers bank bill pay via Quicken. Please help! Thanks.
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Answers

  • Boatnmaniac
    Boatnmaniac SuperUser ✭✭✭✭
    edited September 2020
    @jc828 - A while back Chase implemented a Direct Connect activation process.  Have you activated Quicken in your Chase online account?
    I know this is small.  If it is too hard to read, log in to your online account and do a search for "Quicken" and you should get the message I inserted above.
    (QW Premier Subscription: R32.12 on Windows 10)
  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Hi @jc28,

    Sorry to hear that you are having issues trying to reinstate "direct connect" with Chase.

    You said "Now that that problem was fixed by Chase, I am now trying to switch back to a Direct Connect connection, but it is not allowing me to do so."  Exactly what happens when you try to change the connection method?  Do you get a specific error code?

    Also, Did the Chase technical folks tell you specifically what they were working on?

    Let us know and we'll see if we can develop some next steps.

    Frankx


    Quicken H&B-Subscription - Ver. R29.20 - Build 27.1.29.20  - Windows 10 Home - Ver. 2004
                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -
  • jc828
    jc828 Member ✭✭
    @Boatnmaniac, thank you for that advice, but yes, I have already activated the service with Chase.
  • jc828
    jc828 Member ✭✭
    @Frankx, attached is the message that I keep getting when I try to change my connection to Direct Connect. I can hit Next a thousand times and enter my login information, but it keeps returning me to this screen.

    Chase has been entirely unhelpful. I'm speaking with the Customer Service folks and they interact with the Research team. (They will not let me speak with the Research team directly.) It's like a game of telephone. The Research team does not appear to understand the problem. The last time I heard from the customer service rep, she said the Research team looked at my logs and cannot see any transaction errors. I keep explaining that it is not a transaction error. It simply will not allow me to establish the connection at all.

    If you have ANY advice on how to move past this, I will be forever grateful. It's driving me insane and after 25 years of banking in this way, I don't want to now settle for something less (i.e., web connect with downloads only). Thanks!
  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Hi @jc828,

    Chase has an Online Department that I contacted about 6 months ago about a different Quicken issue, and while it took three calls - I was able to connect with someone who helped identify the issue.  If you don't have the Online Dept, number - it is 800-935-9935.  If you find that you aren't making progress during the call, I would ask them to escalate the matter to a more senior person, until you get it resolved.

    Good luck.

    Frankx


    Quicken H&B-Subscription - Ver. R29.20 - Build 27.1.29.20  - Windows 10 Home - Ver. 2004
                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -
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