Cannot Add Citi Credit Cards to Quicken via Direct Connect or Express Web Connect

I changed my password with Citi last week and was unable to download any transactions after updating my password in the Password Vault. Kept receiving password errors in One Step Update.

I have 3 total account with Citi, 2 credit cards and one savings account. I can view all 3 accounts under my single login at Citi.com.

Deactivated Online Services in Quicken for all 3 accounts, deleted the Financial Institution & Account Numbers in the "Edit Account" for all 3 accounts, and attempted to re-set online services for all 3. These 3 accounts previously shared a single connection to Citi under the "Citi Cards" financial institution.


When I attempt to enable online services (both in the footer of the account view and also under Add Account in Tools - same behavior), a couple strange things happen:

- If I attempt to set them up as Direct Connect (Add Account -> Advanced Options), when I enter my Citi User ID & Password, it attempts to connect to Citi and I immediately get an error "You need login information from Citi Cards in order to have automatic downloads in Quicken". I can choose to enter transactions manually or try again, which yields the same error.

- If I attempt Express Web Connect, it logs into my Citi credentials and returns the option to add only my savings account into Quicken. My 2 credit card accounts do not appear in the list of accounts that Citi returns to Quicken. This is via the "Citi Cards" Financial Institution, not Citibank.

- If I attempt Express Web Connect via the Citibank financial institution (no Direct Connect option), same issue as above, only my savings account shows up.


I have verified that username and password are correct (it can get info on my Savings account), and I have also deactivated and re-activated Quicken as a service in the Manage Desktop Apps area of Citi.com. I have also created a new test file and the same behaviors show up there.

Any thoughts on why Direct Connect will not work at all, and why Express Web Connect does not see my 2 credit cards, but does see my savings account?

Comments

  • UKR
    UKR SuperUser ✭✭✭✭✭
    Keep your credit cards connected to Citi Cards, but make sure that your password does not contain any special characters.
    There's been a reported problem with Citi: https://community.quicken.com/discussion/7898164/citi-bank-citi-cards-cc-502-102#latest

  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
    UKR said:
    Keep your credit cards connected to Citi Cards, but make sure that your password does not contain any special characters.
    There's been a reported problem with Citi: https://community.quicken.com/discussion/7898164/citi-bank-citi-cards-cc-502-102#latest

    Citi Cards requires special characters, it won't work without them.

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  • qcudjdenver
    qcudjdenver Member ✭✭
    I'm having the same issue. I changed my password to meet Citi's requirements (and put in one special character), have gone through the 'desktop authorization' process and followed both Quicken's and Citi's instructions. I get "Incorrect Customer ID or Password/PIN" and it says Citi Cards did not accept [my] login.
  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
    I'm having the same issue. I changed my password to meet Citi's requirements (and put in one special character), have gone through the 'desktop authorization' process and followed both Quicken's and Citi's instructions. I get "Incorrect Customer ID or Password/PIN" and it says Citi Cards did not accept [my] login.
    I'm afraid you are stuck now.  The only thing you can use now until Citi fixes it is importing a Web Connect/QFX file (use the Export link on the Citi website).

    See the comments in this thread:
    https://community.quicken.com/discussion/comment/20204512/#Comment_20204512
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  • CDG01
    CDG01 Member ✭✭
    edited September 2021
    Thank you Chris. Nice Catch-22 between Quicken and Citi.

    Any thoughts on why Quicken can pull down my savings account but not my CC accounts? I'm not getting any type of password error w/ Express Web Connect (I am with Direct Connect). The accounts just don't show up. And to confirm, this is all through the "Citi Cards" Financial Institution, not "Citibank".
  • Chris_QPW
    Chris_QPW Member ✭✭✭✭
    CDG01 said:
    Thank you Chris. Nice Catch-22 between Quicken and Citi.

    Any thoughts on why Quicken can pull down my savings account but not my CC accounts? I'm not getting any type of password error w/ Express Web Connect (I am with Direct Connect). The accounts just don't show up. And to confirm, this is all through the "Citi Cards" Financial Institution, not "Citibank".
    Not really, since in fact no one (Quicken Inc/Citi) has said what the actual problem (or problems are), so most of this is just "tried and and it didn't work" or "did this and this happened" kind of information.
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