Do you use invoicing for your small business? We want your feedback! Learn More

Citicard on-line balance error

kbrin Member ✭✭
On 6/24/2022, my download into my Citicard DoubleCash card entered a credit (properly) but the Online Balance shown in Quicken on the account was negative that amount. And, obviously, my account reconciliation didn't work properly as the actual balance (verified on the Citibank web page) was positive but Quicken shows it as negative. Since then, I've had one further download and, again, the entry in Quicken was correct, but the online balance shows as the same amount but negative. So--Citibank has it right, the Quicken register enters it properly, but the "Online Balance" is the proper amount--but negative. How do you get this corrected?


  • Sherlock
    Sherlock SuperUser ✭✭✭✭✭
    We've had no issues importing our transactions using the Direct Connect connection method with Citi Cards.

    If you're not using the Direct Connect connection method with your Citi Cards account registers, I suggest you deactivate the Online Services of all account registers available with Citi Cards and clear the name of the financial institution on the General tab of the Account Details window.  After you have deactivated the Online Services of all the account registers available with Citi Cards and cleared the financial institution name on the General tab of the Account Details window available at Citi Cards, select Tools > Add Account..., search for Citi Cards, select Advanced Options, and choose Direct Connect.  After you authenticate, Quicken should provide a list of the available accounts and allow you to link the account to the appropriate existing registers.

    You may need allow Quicken access to your Citi account at 

    Note: When we change the connection method, the initial import may present duplicate transactions which may be deleted.

    If the Online Balance issue persists, I suggest reconciling using a statement: open the register, press Ctrl + Shift + E, select the Online Services tab, uncheck Reconcile using online balance, select OK, and press Ctrl + R

  • UKR
    UKR SuperUser ✭✭✭✭✭
    I just downloaded transactions for all my accounts.
    Starting a manual Reconcile process, the Online Balance downloaded matches the amount I owe in my register and is therefore a negative amount, as I would expect. See image.
    Do you currently owe money on this card account? Or is the account overpaid due to an unexpected refund or double payment (and Citi owes you some money)?
    Is the Running Balance column in your Quicken register negative (in red) or showing positive numbers (in black)?
    Is your account register properly sorted by Date and not filtered?
    For technical (bookkeeping) reasons, an account register in Quicken where you owe money will show the Balance as negative numbers, in red, unlike credit card companies which always show amounts you owe as unsigned positive numbers. If the account is running a credit balance (it's overpaid), they usually show the amount as "$123.45 CR"
This discussion has been closed.