Error code OL-221-A when trying to update Synchrony (Multiple FIs)

Called CC - they blame Quicken. Called Quicken - they blame Synchrony. I just want to be able to "Export" transactions from TJX CC and Import into Quicken...

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  • tfhoughton
    tfhoughton Member ✭✭
    I have two accounts - JCPenney and Lowe's - that are Synchrony Bank cards. The Web Connect download used to work, but stopped working a few weeks ago.
    Deactivating the account and reactivating no longer works - Synchrony authentication fails.
    I am running Quicken 2020 R28.24. Any thoughts?
    Thanks.

    Tom
  • Quicken_Tyka
    Quicken_Tyka Alumni ✭✭✭✭
    edited September 2020
    Hello @tfhoughton

    Thank you for taking the time to visit the Community to post your issue, although I apologize that you haven't received a response. 

    Did you receive any error message at any point to help determine what the cause of the issue could be?

    When using Web Connect, if you did not see any error and did not receive any downloaded transactions, please take a moment to review the steps and information available here.

    Please let me know how it goes!

    Thank you,

    -Quicken Tyka

    ~~~***~~~
  • tfhoughton
    tfhoughton Member ✭✭
    From WebConnect for JC Penney: see attached snip. CC-502.
    For the Lowe's card, I can not get past the initial authentication setup when trying to reactivate. My uid/password are not recognized. FYI..I did not deactivate the JCP account. I only de-activated the Lowe's account. Might help with debugging. Some relevant info:
    -I can log into both the JC Penney and Lowe's accounts from the web. I can download .qfx files from the site and relevant transactions are posted to Quicken.
    -The Quicken WebConnect tries to connect to www.synchrony.com. That site is the front end for the other vendor-specific sites. Can we get WebConnect to point directly to the Lowe's and JC Penney sites?
    Thx

    Tom
  • Hello @tfhoughton

    Thank you for reaching out on the community and telling us about your issue. I was taking a look over the post and the update following it. We do currently have an alert out for Synchrony branded cards. If you wouldn't mind could you please do the following steps below

    Please go to Help > Report a problem. In the "Subject" data entry field, please enter the title "SYNCHRONY".

    Please also include a description of your exact pathway and any error messages you received.

    Please do send in the Connlog.txt, CONNOLD.txt, OFXLOG.txt, QCSLog.txt and SyncLog.txt

    This should help get us more information so that we're able to get the issue resolved. Once we're seeing a resolution I'll also let you know.

    Thanks,

    Quicken Francisco


  • tfhoughton
    tfhoughton Member ✭✭
    Problem reported. I hope a solution is coming. Thanks.
  • Hello @[email protected],

    Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this.

    As stated at the bottom of this support article regarding error OL-221-- 
    "Web Connect (Importing a QFX file from your bank's website) - Receiving this error when downloading a QFX file directly from your bank's website indicates an issue with the file itself. You will need to contact your bank to resolve this issue."

    Since QFX files are created and provided by the financial institution, Quicken is unable to resolve this issue. Only the financial institution providing the file can. 

    Additionally, one thing you can try too (as a temporary workaround) is to open the .QFX file in notepad, then hold Ctrl + F on your keyboard to open a search engine and search for "INTU.BID". Once it's been found you will see left (<) and right (>) caret symbols. Behind the right caret there should be a number(s) showing (ranging anywhere from 1 to 4 or more digits)-- i.e: "<INTU.BID>123". Erase the numbers that are there and replace it with a different number (leave the caret symbol). This doesn't have to be any specific number. I usually use "225". Save the changes you made, then close the .QFX in notepad and try importing it to Quicken again.

    If successful (no error message) you will notice that the financial institution name has changed. The reason for this is because we changed the financial institution number code. Still, go ahead and continue to import it (though I do recommend doing so as a new account first) and check to see if that imported correctly (transaction-wise).

    If this was successful-- You can move the transactions from the new account that was added over to the existing account and then delete the new account after the transactions have been moved.

    Keep in mind that this is a workaround and therefore may not always be successful. Therefore, it is recommended to still reach out to your financial institution providing the .QFX file in order to have it resolved. However, since it seems they are giving you pushback, what I can suggest is to call Quicken Support via phone and request to have one of our support agents make a conference call to your financial institution with you. Our support agent will be able to assist you in explaining to your financial institution why this error cannot be resolved on our end and that it will require an escalation ticket to be made on their end instead.
     
    I hope this helps and let us know if you have any additional questions!
    -Quicken Anja
  • Sam Street
    Sam Street Member ✭✭
    Sam's Club Synchrony Bank will not update transaction.qfx OL-221-B error.
  • Hello @Sam Street

    Thank you for reaching out on the community and telling us about your issue. I do apologize for the issues you're having. Are you having issues with downloading the transactions directly through quicken or are you importing the file from the bank using the QFX? 

    I believe you're using the downloaded qfx file from the website. If you wouldn't mind could we try to deactivate and then import the QFX file into the file. The article to deactivate can be found below.

    https://www.quicken.com/support/deactivate-online-banking-services-quicken-account

    Once that's done go ahead and try reimporting the file. It will ask you to reconnect it to an account so you'll choose the account you've previously had chosen.

    Once you have a chance try it out and let us know how it goes! If it doesn't work we'll see what we can try next.

    Thanks,

    Quicken Francisco


  • I have the same issue and have been unable to resolve it.
  • Jim Wetzel
    Jim Wetzel Member ✭✭
    I have 2 separate accounts from Synchrony Bank and just recently I have been unable to update these accounts getting the error message above. I don't know if this is a Quicken Problem or a Synchrony Bank problem. I tried deactivating the accounts and setting them up again but no-go. Running V 29.9 - Build 27.1.29.9
  • erwiest
    erwiest Member ✭✭
    >:) Since my last PayPal Mastercard (Synchrony Bank) statement closed, I have been getting consistent OL 221-A or 221-B error messages when attempting to open downloaded transaction files, which Quicken says it at the bank end. Synchrony support (which will not connect me to tech support specialists) say they do not "support" Quicken downloads. What to do?
  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    edited September 2020
    Hi @Jim Wetzel,

    How long have you been unable to update they accounts?

    If you haven't already done this, you should review the guidance located at this LINK .
    This could be a temporary condition, or also may be an issue that you'll need to escalate to Quicken Support.

    If you are having issues with credit card accounts, as opposed to checking or savings accounts, there seem to have been a lot of such issues being reported by other users here in recent weeks, which may indicate issues on the part of Synchrony.  You might want to review those other posts by searching on "Synchrony".

    Frankx

    [edited for a typo]


                           Quicken H&B-Subscription Ver. 34.24 - 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.  -
  • thecreator
    thecreator SuperUser ✭✭✭✭✭

    Contact your local Better Business Bureau and ask them how to proceed and making them aware of the problem.
    thecreator - User of Quicken Subscription R34.24  USA & Quicken 2017 HBRP R20.6 USA
                       Windows 10 Pro 32-Bit Build 21390.2025
                       Windows 11 Pro 64-Bit Build 22000.100
    also            Windows 10 Pro 64-Bit Build 19043.1110



    View: https://community.quicken.com/discussion/7859218/work-with-copies-of-your-actual-quicken-data-files/p1?new=1

  • Jim Wetzel
    Jim Wetzel Member ✭✭
    Frank,

    Thanks for the quick response ... This issue just started about 3-4 days ago and may have been just after a Quicken Upgrade. Definitively a Credit Card vs Checking/Savings issue. I had reviewed the link you mentioned and it does point to a potential Synchrony Bank issue. I'll probably log the issue with them just to be on the safe side as well.

    Jim
  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    Hi again @Jim Wetzel,

    Sounds good.  Let me know how that goes.

    Take care,

    Frankx


                           Quicken H&B-Subscription Ver. 34.24 - 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.  -
  • still a problem. i spent an hour with synchrony tech person and he confirmed they have not changed anything to their export file. back to you quicken
  • jwkitz
    jwkitz Member ✭✭
    I also am having the same problem with a synchrony card. Mine started about the same time.
  • Quicken_Tyka
    Quicken_Tyka Alumni ✭✭✭✭
    Hello all,

    Thank you for taking the time to visit the Community to let us know where you are at with this issue.

    The OL errors are Direct Connect errors:
    • Direct Connect - You will need to contact your financial institution to resolve this issue. Quicken does not have access to the financial institution's servers to correct the problem. This may require you to ask to speak with an online services specialist that handles transaction download issues at the financial institution. If your financial institution states they can't assist, an escalation with the financial institution may be necessary. 

    As you have not been able to gain any traction with the bank thus far, I would recommend contacting Quicken support directly to request that the agent contacts the financial institution with you.

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

    Thank you,

    -Quicken Tyka

    ~~~***~~~
  • i have called several times and they just say it is not their issue. i asked to speak to a "technical" person and was just told "there is nothing we can do" you need to call synchrony...looking for a new product.
  • L80
    L80 Member ✭✭
    I'm trying to manually download transactions for various Synchrony Bank credit cards (HSN, TJMaxx, et al) and receiving an OL-221-A (Quicken unable to complete request). It's been going on for about a week. Any ideas about what the problem is? Am considering getting rid of all Synchrony Bank issued credit cards since it doesn't appear that I'll ever be able to download transactions with One Step update and now not even manually.
  • maxstep1
    maxstep1 Member ✭✭
    quicken is unable to complete your request. [OL-221-A]
  • David Gray
    David Gray Member ✭✭
    > @Jim Wetzel said:
    > I have 2 separate accounts from Synchrony Bank and just recently I have been unable to update these accounts getting the error message above. I don't know if this is a Quicken Problem or a Synchrony Bank problem. I tried deactivating the accounts and setting them up again but no-go. Running V 29.9 - Build 27.1.29.9

    I'm experiencing the identical issue with Synchrony Bank (Sam's Club Mastercard) transaction import. I am getting two error codes: OL-221-A and OL-221-B. Tried the import three times with the same result. I've been using this transaction import method without any prior problems for a couple years. I just reported it to Quicken Support.
  • David Gray
    David Gray Member ✭✭
    I am experiencing the very same issue. The QFX import of credit card transactions from Synchrony has worked flawlessly for a couple of years up until now. Instead of fingerpointing back and forth between Quicken and Synchrony, what would be in the users' best interests would be to have tech support from both organizations on the phone with one another until resolution is reached.
  • Hello @maxstep1

    Thank you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. Are you currently using quicken to download transactions directly or are you downloading a file from the website and then importing it first? We've seen some customers with similar issues but I'd like to make sure first. How long has this been happening as well? Do you have any other synchrony bank accounts that this is happening to?

    Once you get a chance let us know some more details and we'll see what our next best step is. 

    Thanks,

    Quicken Francisco


  • maxstep1
    maxstep1 Member ✭✭
    Hi Francisco. This is a relatively new issue, after 9/11. I have my Synchrony account download the transactions into Quicken. I have just one Synchrony account. I am using Quicken Deluxe R29.9.
  • how do you suggest making that happen...i have asked both sides repeatedly with no success.
  • GHD1967
    GHD1967 Member
    I have been receiving an error message (OL-221-A) when trying to download transactions from Synchrony Bank over the last few days.
  • David Gray
    David Gray Member ✭✭
    Sept. 22 Synchrony UPDATE: I spoke with Synchrony (Sam's Club Mastercard) customer support this afternoon. Their agent acknowledged the problem and even seemed to acknowledge that it was an issue at the bank's end. He said the problem was being "worked" but did not indicate any time frame for resolution. I guess we just need to keep checking. It also wouldn't hurt for all of us who are affected to ring up Synchrony on a weekly basis to ask about the status of a fix. Squeaky wheels really do get the grease!
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