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American Express can't download
elgatofelix
Member ✭✭
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"?
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Best Answers
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tralfamadore
Member ✭✭
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.0
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mrzookie
Member ✭✭✭✭
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.2
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Quicken Sarah
Administrator, Moderator mod
Hello All,
Thank you for taking the time to report this error the community.
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Thank you,
Sarah1
Answers
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.
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
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
I cannot update/download except thru Express Web Connect. Attempts to upgrade to Direct Connect fail repeatedly.
Next????
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.
I'll keep trying as the day(s) go on. Been here, done this before as you have.
Thanks for the suggestions.
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?
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
Now running Quicken Windows Subscription, Home & Business
Retired "Certified Information Systems Auditor" & Bank Audit VP
Win10 Deluxe Subscription thru 2021
It is when I use the vault application with all the accounts at the same time.
Felix