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Setting Up Direct Connect with Suntrust Bank

It has a been a year since I started this journey and I still can't direct connect to Suntust Bank via Quicken. I have used Quicken for over 20 years and direct connect for about 10 years up until last year. I posted a previous thread but it was closed and never really got answered. As a note, I can get web connect or Quicken connect to work, but I don't have the two way directionality that is available through Direct Connect for bill pay, etc.
About a month ago, I started again on my journey to get this resolved, and here is where I am. Originally I used Quicken Home and Business for Windows on my Mac through a 3rd party emulator. I thought that may be my issue, so I converted my subscription to Quicken Premier for mac. While i have been disappointed in my transition to Premier for Mac, this still didn't resolve my issue. I reached out to my bank Suntrust, and they confirmed that I need a new online banking PIN (not just my regular web based log in info) to get Direct Connect to work. I received my online user name and PIN, and tried to setup my direct account work, but I still can't get it to work. So today, I spent 45 min on the phone with Suntrust and over 2 hours on the phone with Quicken (Ticket ID 8144636) with a big portion as a 3 way call. During the process the Quicken agent downloaded some of the Log files for review. In summary, I am no further along than when I started. Suntrust says that it is a Quicken issue. Quicken says that it is a Suntrust issue. I asked the Quicken agent repeatedly for escalation support, but i was never able to talk to anyone above his level. He stated that a manager would call me back, and that he would send me an email regarding scheduling a time...at this point I haven't received any additional information. I am very frustrated and disappointed with the entire situation, as I am paying both the Bank and Quicken for a service should be available but doesn't work.
So here is what I see when I try to set it up.
I select connection type
I select Suntrust Bank
I enter my online user ID and provided PIN, and then I get a pop up window to update my password.
So, I update the password and hit submit and then I get an error that my bank doesn't accept my information.
So from my perspective, it look as if the root cause is being triggered by this request for password update. Because the password is updated by this request, the submittal doesn't match the banks original expectation. Suntrust says that they are not initiating this request. I don't know how to overcome this issue, and according to both Suntrust and Quicken, neither do they.
I would appreciate any help and support to resolve this issue, as I have been unsuccessful up to this point.
About a month ago, I started again on my journey to get this resolved, and here is where I am. Originally I used Quicken Home and Business for Windows on my Mac through a 3rd party emulator. I thought that may be my issue, so I converted my subscription to Quicken Premier for mac. While i have been disappointed in my transition to Premier for Mac, this still didn't resolve my issue. I reached out to my bank Suntrust, and they confirmed that I need a new online banking PIN (not just my regular web based log in info) to get Direct Connect to work. I received my online user name and PIN, and tried to setup my direct account work, but I still can't get it to work. So today, I spent 45 min on the phone with Suntrust and over 2 hours on the phone with Quicken (Ticket ID 8144636) with a big portion as a 3 way call. During the process the Quicken agent downloaded some of the Log files for review. In summary, I am no further along than when I started. Suntrust says that it is a Quicken issue. Quicken says that it is a Suntrust issue. I asked the Quicken agent repeatedly for escalation support, but i was never able to talk to anyone above his level. He stated that a manager would call me back, and that he would send me an email regarding scheduling a time...at this point I haven't received any additional information. I am very frustrated and disappointed with the entire situation, as I am paying both the Bank and Quicken for a service should be available but doesn't work.
So here is what I see when I try to set it up.
I select connection type
I select Suntrust Bank
I enter my online user ID and provided PIN, and then I get a pop up window to update my password.
So, I update the password and hit submit and then I get an error that my bank doesn't accept my information.
So from my perspective, it look as if the root cause is being triggered by this request for password update. Because the password is updated by this request, the submittal doesn't match the banks original expectation. Suntrust says that they are not initiating this request. I don't know how to overcome this issue, and according to both Suntrust and Quicken, neither do they.
I would appreciate any help and support to resolve this issue, as I have been unsuccessful up to this point.
1
Answers
So I guess for now I wait.
As you mention, I can get signed in using Web Connect or Quicken connect using my username and password for Suntrust as used on the website. In discussing Direct Connect with Suntrust, they stated that I need to use my direct online user account number and 4 digit online banking PIN. This is different account information as compared to the web site credentials or my check card PIN, etc. When I use this information, I get to the password screen you show, and the only way to proceed is to enter something new. In talking with Suntrust they are not prompting this password change from their side, so when a new password is entered it doesn't get accepted by Suntrust at the log in.
For anyone keeping score at home, I received an email from Quicken support on 12/7/20 wanting to setup a follow up call with me and my bank. Quicken still states that the issue is with Suntrust, and Suntrust states that the issue is with Quicken. I have requested a scheduled time from Quicken support for this 3 way call with the bank tp take place. As part of my original issue, I was on a 3 way call for over an hour with Suntrust and Quicken support (an additional hour plus) but I could not get it resolved. During that call I asked for escalation with Quicken support because Suntrust could not do anything from their end, and I was unable to get transferred within Quicken to the next tier of support. To date, I still do not have a schedule as to when Quicken Support will be available to support this 3 way call. So for now, I continue to wait for a solution or clue regarding the next steps.
The '0000' problem can be circumvented by typing '00000' (on Mac), which gets you past the 4-digit password problem. But SunTrust still fails to recognize the pw that Quicken stores on your behalf. If I can't get an answer here, I guess I will have to head over to social media, and post until someone takes responsibility.
Today for the first time I tried to add a Suntrust checking account and I got the same change password prompt that is captured in a screen shot above. What the heck is this supposed to mean? My password is fine, I can use it to log onto my Suntrust account.
After some trial and error, choosing "SunTrust Banks", the one with an plural "bankS" worked properly. "Suntrust Bank" did not work. "Suntrust" did not work. "Suntrust Small Business" did not work, even though the account I am linking is a small business checking account . . .
Goofy.