American Express can't download

elgatofelix

Followed the instructions under "EWC-DC mismatch" THREE TIMES for all the American Express accounts. NOTHING happened. Every time you screw with the program something happens. Have you  hear the term "IF AIN'T BROKEN DON'T FIX IT"?

tralfamadore

Same problem here; spoke w/ AMEX Tech Support and they are aware of connection issues w/ Quicken. 24-48 Hours is what they tell me to correct.

mrzookie

FYI - I do account aggregation on Fidelity.com, and they are also unable to update AMEX. Pretty sure that means the problem is on the AMEX side.

Quicken Sarah

Hello All,

Thank you for taking the time to report this error the community.

If you would like to be automatically notified as updates and/or a resolution to this error becomes available, please visit and 'bookmark' the Community Alert here.

Thank you,

Sarah

Haapy

One step update for American Express (Direct Connect) worked yesterday, today OL-295-A. Sound familiar? Finally got it to work with Express Web Connect. Called Amex. After one hour, you know the rest, they said it was Quickens problem, even though I told them, again, that the other 5 accounts (non-Amex) download just fine (Direct Connect). They want me to originate a conference call with Amex and Quicken. Is that great customer service or what? So my request to the forum gurus is to forward this to the Quicken technical team and let them know there is a problem between Quicken and Amex transaction Direct Connect downloads. Perhaps they can get the customer out of the middle, again.

Quicken Anja

Hello @Haapy,

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

If you haven't already, we first recommend you try the error-specific troubleshooting instructions found in this support article regarding error OL-295.

If the first initial instructions don't resolve the issue, please make sure to also try the troubleshooting instructions found underneath the section titled If the issue persists in the blue dropdown section titled If you get this error with some (not all) your banks.

If the issue still continues to persist after that, then that would require having an escalation filed on AmEx's end.

As stated and explained at the bottom of the article (in the same blue dropdown section previously mentioned above):
"If the issue is not resolved after following the steps above, 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 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."

Nonetheless, we do appreciate you bringing this to our attention and will alert the appropriate channels. Thank you.

Haapy

Anja,
Thanks you for your prompt response. The suggestions that are in the support article are for Internet Explorer which I do not use. Also the article seems a bit dated as the screen shots are very old. So if one follow the suggestions for changes to the Options for Internet Explorer, but uses Firefox or Chrome, they would be making changes that would never impact the problem.

I have 5 out of 6 financial institutions downloads working just fine as they have every time Ames failed. See the trend here? Amex is chronically erroring out if you look at my posting history. After spending over an hour on the phone with Amex technical support all they say is that it is Quickens fault, now you are telling me to escalate it? NO. Quicken and Amex have to work together to solve this. I am the customer in the middle of a problem that I can not solve... again between Amex and Quicken. As long as Express Web Connect works, I will have to use it. So I will suggest to you what I suggested to Amex. Amex, please call Quicken, Quicken, Please call Amex. That is how customer support should work. I am done making calls.
Thanks.
Andy

Haapy

[Removed-Rant]

David Ouzounian

I'm having the same problems with my American Express downloading process.

Haapy

I have an update. About 15 minutes ago I received a call from American Express asking me to try converting from Express Web Connect to Direct Connect. As soon as I opened up Quicken, there was an update available. A coincidence? I did the Q Update and then proceeded to upgrade Amex to Direct Connect. It worked. I apologize for the Rant that was removed, but put yourself in my place.
All I can assume is that Amex and Quicken worked together to resolve this problem and for that I am thankful. Please send that to your technical people who worked on this. Thank your David for reporting the problem as well.
Andy

andrenj

Tried several times today (1/19) but still same error. When I try to Reset Account in Online Services within the Account Details i get Reset Account Failed error message. Anyone else getting this for AMEX, or did a successful update today?

mrzookie

I'm getting it too. It's likely a server error of some sort. Best to wait for a day or so and see if it continues before taking any further steps.

gooddog50

Sorry to say, but as of 1/19/2021 the same issue exists for my AMEX account.
I cannot update/download except thru Express Web Connect. Attempts to upgrade to Direct Connect fail repeatedly.
Next????

Haapy

GoodDog, here is what worked for me.
First check to see that you have the latest release. Hopefully you are on subscription. Click Help, Check for updates. Update if one is available.
Click the gear (upper left) Manage Accounts, Account List
Click Amex, edit, online services, deactivate.
Reactivate, BE SURE to LINK the account to your existing one, not ad a new one.
If still showing Express Web Connect, upgrade to Direct Connect.
Since I did this on January 8th, it has been working.
Note: Amex downloads behave differently that the other accounts in that it shows a blue dot in the show by status column, you have to click it and click reviewed.
Any questions, let me know.

gooddog50

Haapy, thanks much for the suggestions. But, I have already performed all the steps multiple times this morning and no joy.
I'll keep trying as the day(s) go on. Been here, done this before as you have.
Thanks for the suggestions.

artg

good afternoon and let me join the chorus please. Direct Connect did not work this morning.  Deactivated and reactivated; only now I have Express Web Connect and can't upgrade to Direct Connect.  Yes, I updated Q this morning.  Anybody find a solution?  If so, please post.

UKR

Please go to Help / About Quicken. What is the release number that you are running? R xx.xx

Don Awalt

Title says it all, downloads have failed all morning, after patching to R31.5.

So then, I tried deactivating the account then reactivating the account, it says "Unexpected information was received" OL-293A, and is unable to activate account for online access. Yet when I acknowledged the error, it then went to "Activate One Step Update", and let me reactivate my two Amex card accounts! However, instead of Direct Connect, it connected via Express Web Connect for both!

So I exited and restarted, and tried the "Improve connection" to get back to Direct Connect. I got the same "Unexpected information was received" error. I tried again, same OL-293A error.

I just upgraded to R31.5 this morning, so it's possible this release broke something with Direct Connect? 

andrenj

R 30.21

Haapy

Yes, I spoke too soon.
This morning I am getting OL-294-A and OL-293-A errors.
I reported it within Quicken.
I was able to reconnect with Express Web Connect.
To the forum admins, please escalate this to the Quicken developers. Thanks. Andy

MontanaKarl

AMEX has not been working (Direct Connect) for me all morning either - multiple accounts.  Web site is fine.   I'm on R30.21 which Check for Updates claims is the most current version for QWin Deluxe.  What is R31.5?

MontanaKarl

This appears to be an AMEX problem.  I and others here are seeing this also today.  In the past, I've founding waiting a day usually gives them time to resolve their server problems.

NotACPA

@MontanaKarl R31.5 is a Staged Release, that was sent to a limited number of users as a field test.  That test is currently paused while the results are evaluated.  See the announcement at the top of the forum for more info.  The release looks quite interesting.

MontanaKarl

NotACPA said:

@MontanaKarl R31.5 is a Staged Release, that was sent to a limited number of users as a field test.  That test is currently paused while the results are evaluated.  See the announcement at the top of the forum for more info.  The release looks quite interesting.

Thanks!  Strangely, I don't see any announcement at the top of this forum, or any of the other obvious places I looked?

JerryC

I was able to reconnect Amex this morning as web connect. That being said, I’ve had intermittent issues with AMEX for weeks.

jrich75

MontanaKarl said:
Strangely, I don't see any announcement at the top of this forum, or any of the other obvious places I looked?

If you click on Recent Discussions, this should be at the top of the list.

elgatofelix

I have no problem with the "One step Update" if I do it separately with each account.
It is when I use the vault application with all the accounts at the same time.
Felix

elgatofelix

Web connection works

jefflock

Using direct connect and getting "An error has occurred." Then it comes up with "Quicken is unable to update your account because unexpected information received from your financial institution." There is clearly something wrong.

afv1980

Same issue. Rather common after a Quicken update. Only with American Express. Seems like this could be checked before update pushed through

zhezhang

Same here. Started yesterday evening. OL-294-A when attempting to update AMEX credit card.

tralfamadore

Same problem here; spoke w/ AMEX Tech Support and they are aware of connection issues w/ Quicken. 24-48 Hours is what they tell me to correct.