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Citibank - new card number due to canceled old card acct number hijacked

StillTrying

So I was online and saw a strange charge to my credit card acct. Researched it and found it was definitely not my purchase. Called Citibank, they closed the account and sent me a new credit card / account number.

I changed the account number in Quicken.
Now I can’t download transactions from Citibank, error =
“Quicken is unable to complete your request.[OL-221-A]
“[OL-221-B”

Thanks in advance,

Tom

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Greg_the_Geek

You need to deactivate online services for the account and then reactivate. Make sure you link to the existing account.

StillTrying

Hey Greg, Thanks for the speedy reply.

I deactived Online services, tried to reactivate, and now it says “Set up Now”. But I want to download transactions manually, and not give my login and password to Quicken. Previously Citibank would download a file, I would open the file, and all the transactions would populate in Quicken.

Comments ?

TIA,

T

Greg_the_Geek

See if this helps.

How To Activate a Web Connect Account (quicken.com)

StillTrying

Hey Greg - Tried that and still does not work ... here is what I got:
Logged into Citibank via Quicken
** message: Looking for your accts with Citibank
** Message: Quicken is having trouble connecting to Citibank
--> Quicken cannot connect to your accounts as they are set up at Citibank. You need to contact citibank to correct this issue. (Tell them you received message CC592.)

StillTrying

I called Citibank and after 5+ calls their tech support team said they are aware of this issue, but - it is a Quicken issue and have received notice from Quicken that they are working on the problem. I have read other posts that say this problem is happening with multiple banks. Have you heard of any progress on this ? Thanks, Tom

StillTrying

Quicken Jasmine
Quicken Jasmine Moderator mod
November 7
ONGOING 11/7/22

This issue remains ongoing. We have teams at work on a resolution for this problem, but an ETA continues to be unavailable. We apologize for the inconvenience incurred by this issue, and we are appreciative of your patience.

Thank you!

Chris_QPW

Here are a few observations I have made on this.

First off, you should never go into the account details and just change the account number. In some cases you can't even do that because Quicken disables that field. Quicken uses the account number as part of the information to match the online account with one in your account. By just changing that information you will mess up that matching.

Instead, you should deactivate the account from downloading on the Account Details -> Online Services tab and then use Tools -> Add Account and when prompted to link to the account in Quicken. And for Citi credit cards this extra information is needed to get them properly setup for Direct Connect, instead of Express Web Connect.
https://community.quicken.com/discussion/7877577/faq-new-citi-cards-process-for-direct-connect

Next, I will point out that OL-* errors are Direct Connect errors, whereas CC-* are Express Web Connect errors. So, looking at your error messages you went from Direct Connect to Express Web Connect.

Well, Citibank has had problems for years with Express Web Connect and the current problems have been in that announcement for months. Don't figure it is going to get resolved anytime soon. When you use the financial institution of Citibank you always get Express Web Connect. This is the only choice for banking accounts, but for credit cards it possible to use the financial institution name Citi Cards and Direct Connect.

StillTrying

Hey Chris, Thanks for checking in.

I am not sure what these two methods mean: Direct Connect to Express Web Connect. …

But – what I do is goto the Citibank and download a “Quicken OFX data (.QFX)” file, open it and the transactions are added to the specific credit card acount in quicken.

Is this method either Direct Connect or Express Web Connect ?

TIA,

Tom

Chris_QPW

StillTrying said:

Hey Chris, Thanks for checking in.

I am not sure what these two methods mean: Direct Connect to Express Web Connect. …

But – what I do is goto the Citibank and download a “Quicken OFX data (.QFX)” file, open it and the transactions are added to the specific credit card acount in quicken.

Is this method either Direct Connect or Express Web Connect ?

TIA,

Tom

No, you are actually using what they call Web Connect (downloading the QFX file). Express Web Connect is called that because originally the idea of it was the automating of doing it with scripts on the Intuit server, logging in as the user, and that evolved into getting the same data in different formats depending on the arrangement with the financial institution.

Direct Connect is the "OFX protocol". The full protocol allows for Quicken to directly connect to the financial institution's OFX server and request the transaction information. The "QFX/OFX file" is basically just what would have been sent in that conversation (the returned transaction information).

So, given you are using Web Connect @Greg_the_Geek seems like the right thing to do, but reading that article I see that they have left out important steps for the use case of an account that has already been setup.

You need to deactivate that account for downloading first. And would be best if you also clear out the financial institution information on the Account Details' General tab.

As a check, I did a QFX export/import from my wife's Citi Costco card into a new data file, and it worked just fine. So, whatever it doesn't seem like there is any kind of file generation problem.

BTW OL-221A errors mean one of two things. Either there is a problem with determining if this a proper "participating partner" or there is a syntax error in the file. Usually you can determine which it is by looking at the connection log: Help -> Contact Support -> Log Files -> Connection Log.