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American Express connection error [OL-297-A]

This has been happening persistently for over a week now. I am not able to add a new account under American Express, either through Direct Connect nor Web Connect. When I manually download the transactions from Amex website for Web Connect, I get an error message saying "Quicken is unable to establish an internet connection", followed by "Quicken is currently unable to verify the financial institution information for this download, please try again later. If I try to set up Direct Connect through Quicken, it immediately says "We couldn't get information about American Express". I have no issues any other financial institution connections.


  • Quicken_Tyka
    Quicken_Tyka Alumni ✭✭✭✭
    Hello @Jessie Z

    Thank you for taking the time to visit the Community to report this issue, although I apologize that you have not received a response.

    If you have not done so already, please take a moment to review the steps and information available here.

    Please let us know if these steps work to resolve the issue.

    -Quicken Tyka
  • winhawkman
    winhawkman Member ✭✭
    edited January 2021
    I have similar problem...

    I can connect via "Express Web Connect", but when I try to switch over to Direct Connect, I keep getting OL-297-A error.

    Nothing seems to correct this error.

    My Bank of America Direct Connect seems to be working fine.

    I'm using the following:
  • Quicken_Tyka
    Quicken_Tyka Alumni ✭✭✭✭
    Hello @winhawkman

    Thank you for the response and the additional details.

    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 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. 

    I apologize for not being able to reach a resolution for this issue here in the Community.

    -Quicken Tyka
  • Jessie Z
    Jessie Z Member
    It looks like I'm having issues with adding any new account, not just with American Express, I tried using Citibank, Bank of America, etc... The error is "We couldn't get information about American Express. This account will be set up as a manual account". I went through the firewall and security setting suggested by Quicken_Tyka, but my settings were already what the step had suggested so I didn't have to make any changes. Is there anything else I can do to fix this?
    All of my existing accounts can still update directly with no issues. But I just can't add any new accounts. This is very frustrating.
  • mrskillet
    mrskillet Member ✭✭
    Before you contact a financial institution, try this: change the IP address on the computer. One easy way is use a mobile phone hotspot. Disable the hardwire network adapter if applicable, and connect to the hotspot with the wireless adapter. Then perform the updates. After returning to the original network connection setup, it works as normal. I believe these financial institutions will block by IP address for various perceived security issues.
This discussion has been closed.