USAA OL-304-A Error

New issue this morning 4/27, Received an OL-304-A Error message for one of my USAA Credit Card accounts. "Your financial institution does not recognize the account USAA Signature Vista XX1234". I tried to reset the account which had no effect. I then deactivated the account and then went to Add Account under tools. After entering my Access ID and Access PIN the system only brought over two of my three accounts. The system is not even recognizing one of my credit card accounts. Called USAA website support and they created a help ticket number. Has this happened to anyone else today?

Best Answer

  • Quicken Anja
    Quicken Anja Moderator mod
    Answer ✓
    Hello All,

    Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

    First, we recommend reviewing and following the error-specific troubleshooting instructions found in this support article regarding OL-304. 

    However, should those instructions fail to resolve the error, we have also forwarded this issue to the proper channels to have this further investigated. We request that you please navigate to Help > Report a problem and submit a problem report with log files attached in order to contribute to the investigation.
    While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

    Please note that we do also have an open Alert regarding issues with USAA. While the error codes that are currently reported in the Alert are different from the error reported in this thread, it is likely related. Please refer to this Community Alert for more information and updates.

    We apologize for any inconvenience in the meantime! Thank you.
    -Quicken Anja

Answers

  • JoMu
    JoMu Member ✭✭
    I received the same error message (OL-304-A Your financial institution does not recognize the account USAA Signature Vista XX1234") just moments ago when I tried updating my accounts. The error prevented all of my USAA accounts from downloading. I then deactivated online updated for the credit card account that generated the error and I was able to update all of my other USAA accounts (including a different credit card). When I attempted to reactivate the credit card that generated the error, after entering in my Access ID and PIN, the system brought over all of my USAA accounts with the exception of the concerned credit card. Quicken did not even include the credit card in the list of accounts that were available to establish online services. What number and section within USAA did you call to create a help ticket?
  • J Smith
    J Smith Member ✭✭
    @JoMu @jcpistone I am receiving same error message for last 2 days. I have 3 USAA accounts in Quicken : checking, savings and credit card. The OL-304-A message results from the credit card. The credit card was the USAA Limitless. Effective 4/26, USAA implemented a previously announced change of the Limitless to the Preferred Cash Rewards. Both cards are VISA and the card number did not change - just the rewards structure.

    I looked at my Account Detail screen and the Account Number and Customer ID are foreign to me. I vaguely recall a convoluted process I went through 5+ years ago with USAA tech suppport to establish the Quicken connection. I wonder if you two have the same card.
  • jcpistone
    jcpistone Member ✭✭
    @JoMu, I called the main USAA number (800) 531-8722 and then asked for Technical Support. I then waited for the selection for assistance using a Financial Management Program. Once I was able to speak to a tech, I told them I was having a problem with Quicken and then she transferred me to a USAA Quicken Support Specialist. As stated, he was unable to fix the issue but did issue me a support ticket number and submitted this issue to their website engineers. The more people who call, the higher priority this issue will get. Thanks.
  • jcpistone
    jcpistone Member ✭✭
    edited April 28
    @JSmith, I too received an email from USAA on 4/27 stating that my (Signature Visa) Limitless Cashback Rewards® Credit Card is now a Preferred Cash Rewards Visa Credit Card. I wouldn't think that changing the rewards structure would affect the Quicken account recognition and download process, but the timing is interesting. After this past week of issues with USAA credit card downloads, it is apparent it doesn't take much to disrupt the system. I think I may call Technical Support and add this information to my current support ticket.
  • J Smith
    J Smith Member ✭✭
    @jcpistone @JuMu Just finished a phone support session with USAA. In summary, we deactivated the Limitless credit card in Quicken and used the Add Account Wizard to add it to Quicken; unfortunately the Wizard only finds my savings and checking accounts - not the credit card. Ticket created. I mentioned I was aware of several others who had the same issue and had tickets created. They asked that I give them a couple of days before calling for an update.
  • JoMu
    JoMu Member ✭✭
    I, too Just finished a phone support session with USAA. Same result as J Smith. In summary, we attempted to activate the credit card in Quicken and used the Add Account Wizard to add it to Quicken; unfortunately the Wizard finds all my USAA accounts with the exception of the problem credit card account. Ticket created. I mentioned I was aware of several others who had the same issue and had tickets created. USAA indicated that it was a Quicken problem and that Quicken has recently had issues with downloading credit card transactions.. which we all know to be true. Although this OL-304-A error message and inability to located credit card accounts when attempting to establishing online services is new.
  • JoMu
    JoMu Member ✭✭
    edited April 29
    Spoke with Quicken support on the phone. [Removed - Disruptive] They had me create a new test file and attempt to connect to USAA.. which failed to connect and gave an error CC502 message. They said this indicates that the error is a problem with connecting to USAA's server. When I asked them why I can successfully connect to USAA using the file I normally use (not the test file) and obtain downloads for all my other USAA accounts, but not the credit card account, they told me it must be because the account is 'hidden' (verified that it's not) or I had a problem with my Quicken file (corrupt Quicken file). [Removed - Sarcasm] There's a bunch of us reporting the same problem and somehow it's because all of our files have gone bad.. despite working fine for all USAA accounts except the single instance of a credit card. [Removed - Sarcasm]
  • jswafa
    jswafa Member ✭✭✭
    Same problem here.  When I tried to reset, I noticed that the only card number it wanted to match with my Visa account is not a valid number for any of my cards or accounts with them.  I agree that it's probably related to the recent notice from USAA, but the timing seems to also coincide with the most recent Quicken update.  We'll see . . .
  • rm54tm46
    rm54tm46 Member ✭✭
    Same problem here and also had the imposed switch from a limitless Visa card brand to the signature visa card which took effect on 4/26. All other USAA accounts are listed when I attempt to re-activate downloads for the Visa card, but this card that had a brand switch is not listed. All other accounts downloading normally. Have had no recent troubles until the morning of the 27th. Fortunately, as promised, the card itself still works -- just this interface having a problem
  • Quicken Anja
    Quicken Anja Moderator mod
    Answer ✓
    Hello All,

    Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

    First, we recommend reviewing and following the error-specific troubleshooting instructions found in this support article regarding OL-304. 

    However, should those instructions fail to resolve the error, we have also forwarded this issue to the proper channels to have this further investigated. We request that you please navigate to Help > Report a problem and submit a problem report with log files attached in order to contribute to the investigation.
    While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

    Please note that we do also have an open Alert regarding issues with USAA. While the error codes that are currently reported in the Alert are different from the error reported in this thread, it is likely related. Please refer to this Community Alert for more information and updates.

    We apologize for any inconvenience in the meantime! Thank you.
    -Quicken Anja
  • acct2490
    acct2490 Member
    Did anyone get an answer to this problem? I'm still having the exact same issue and it's May 3rd. Thanks.
  • ATXRunner
    ATXRunner Member ✭✭
    acct2490 - I am still experiencing this issue. I have worked with USAA Technical Support and opened a case (no updates) and have worked with the Quicken Community Support and tried their troubleshooting recommendations with no success. Not sure where the issue lies but obviously very frustrating.
  • J Smith
    J Smith Member ✭✭
    Folks, just got off the phone with USAA support to check on status of the Ticket created in my call of 4/28. The "fix" is to enter production in the next 24hrs. My issue pertains solely to the demise of the Limitless Visa and its change to the Preferred Cash Rewards Visa. I plan to revisit this sometime on 5/6. I can't say I have a high degree of confidence for a resolution on Friday but am hoping for the best.
  • ATXRunner
    ATXRunner Member ✭✭
    I also received a call from USAA support and they indicated it was related to the change in the Limitless card program. Pretty poor experience to have the rewards reduced and then break the Quicken ability to recognize the card. The rep I spoke with did not want to provide an ETA on the fix.
  • rm54tm46
    rm54tm46 Member ✭✭
    Thanks for your pursuit. Have been daily trying to re-activate download for what is now a Preferred Cash Rewards card with, like you, no success. The card just does not show up in the list of accounts that I can potentially link to Quicken, as if it does not exist at USAA. Will hope for tomorrow!
  • jcpistone
    jcpistone Member ✭✭
    @JSmith, thanks for the update. I too am hoping for the best. Ten days with no resolution.
  • JoMu
    JoMu Member ✭✭
    I just spoke with USAA. All they would say is that it's a known issue with the cashback limitless credit card and they are working it. She felt they would have a fix in place soon, and suggested I try re-connecting on Monday.
  • J Smith
    J Smith Member ✭✭
    @JoMu Well I'm still going to forge ahead and make my call tomorrow. I will acknowledge that my chances for success have dimmed. Shouldn't be that difficult of a thing to troubleshoot.
  • J Smith
    J Smith Member ✭✭
    Folks, I got nowhere with USAA. The status I described in my post of 5/4 apparently isn't correct. I'm going to leave it at that. I'll call again Mon or Tues and see if what is said and how that compares with my notes of today's conversation. Very frustrating.
  • ATXRunner
    ATXRunner Member ✭✭
    Wow, disappointing but not surprising at this point. Thanks for the update.
  • aldrichgo4
    aldrichgo4 Member
    I have several accounts, but also lost my one Limitless card for download. I tried deactivating and reactivating, but that reset everything and downloaded years of transactions. Everything was out of whack, so I recovered my old backup. The good news was I was able to see my Limitless account. I feel like somebody must have a solution.
  • jcpistone
    jcpistone Member ✭✭
    I was able to re-add my former Limitless Cash Back Rewards Credit Card and downloaded the past 11 days of transactions. It looks as though the problem has been resolved.
  • ATXRunner
    ATXRunner Member ✭✭
    Thank you for the update. I was able to link my Limitless Cash Back Rewards card and download my transactions as well this morning.
  • rm54tm46
    rm54tm46 Member ✭✭
    Same here as of this morning. Sounds like a fix has been put in place.
  • jswafa
    jswafa Member ✭✭✭
    Still can't do it for my account.
  • jswafa
    jswafa Member ✭✭✭
    OK I restarted Quicken, and now I was able to reconnect and download.  One strange detail I noticed in the midst of all this though - the account number that USAA uses for this card is not the same as the number on the card.  This is not new - it was different before all this started.  Anyone else seeing that?