Can't Upload Sam's Master Card Account for Mobile Version of Quicken [CC-891]

Yaxman
Yaxman Member ✭✭
I am unable to upload one of my accounts (Sam's Mastercard at Synchrony Bank) to the cloud/mobile quicken application. I CAN upload all of my other accounts.

Comments

  • Yaxman
    Yaxman Member ✭✭
    I am also currently downloading transactions for my Sam's Mastercard. That works OK.
  • Quicken Anja
    Quicken Anja Moderator mod
    edited June 2021
    Hello @Yaxman,

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

    First, could you please provide which desktop version release of Quicken you have currently running?
    • Help > About Quicken


    If you haven't already, please take a moment to review and follow the error-specific troubleshooting instructions found in this support article regarding error CC-891 when using Online Services.

    Let us know how it goes!
    -Quicken Anja
  • Yaxman
    Yaxman Member ✭✭
    I am running the windows version, R34.16 Build 27.1.34.16
  • Yaxman
    Yaxman Member ✭✭
    I have reviewed the mentioned support document. I don't think the information is applicable. The only part that may be applicable is;
    If you are able to log in to your financial institution's website, your financial institution cannot resolve this issue. If you need assistance, contact Quicken Support.

    I can connect and download the transactions into my register.

    As I understand it, the express web connect method does NOT require the entry of a password.

    Although, the dowload works OK, I can't seem to add the Sam's Mastercard account to Quicken mobile.
  • Quicken Francisco
    Quicken Francisco Alumni ✭✭✭✭
    Hello @Yaxman

    Thanks for the update. I'm wondering here if we might need to see if we can remove the account from syncing then resync them afterwards. You should be able to do it so from the mobile and sync tab. From there in the bottom right you can select (X eligible account) not synced yet. Click on that then unselect the account. Click update accounts then sync now on mobile and web page. You'll then want to repeat the process but add the account back in. 

    Once you've had a chance to try this let us know if you're able to get the account connected to your mobile.

    Thanks,
    Quicken Francisco
  • Yaxman
    Yaxman Member ✭✭
    No, that does not work.

    See image below
  • Quicken Anja
    Quicken Anja Moderator mod
    Thank you for trying the steps previously provided by Quicken Francisco, though I'm sorry to hear that did not resolve the issue for you.

    Next, if you haven't already, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



    If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

    Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.
    1. Sign out of your Quicken Mobile/Web app(s)
    2. On your desktop program go to Edit
    3. Preferences...
    4. Mobile & Web
    5. Make sure sync shows it's ON and click on Reset your cloud data 
    6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
    7. Wait for the sync reset to finish
    8. Navigate to the Mobile & Web dropdown menu 
    9. Select Cloud Sync to resync your data and to make sure no errors occur
    10. Wait for it to finish syncing 
    11. Sign back in on your Quicken Mobile/Web app(s)
    Once that is done, see if the issue still persists.

    Let us know how it goes!
    -Quicken Anja
  • Yaxman
    Yaxman Member ✭✭
    No, that did not solve the problem.
  • Quicken Anja
    Quicken Anja Moderator mod
    Thank you for the follow-up.

    At this point, I recommend that you reach out to Quicken Support directly instead, for more extensive troubleshooting and possible escalation if they see fit.

    I apologize that our efforts from the Community were unable to resolve this for you.
    -Quicken Anja