Why are all my Citibank transactions not downloading to my Quicken-Mac

billmm

I just logged in and selected account updates. All my banks and other cards downloaded perfectly. All my Citibank accounts downloaded but with zero transactions.

billmm

I read some previous, now closed, comments with suggestions. I called Citibank; they told me to contact Quicken. I, per one suggestion, signed out of my Quicken file and then reopened it. It did not solve the problem.

Quicken Jasmine

Hello @billmm, 

Thank you for reaching out to the Quicken Community, though I do apologize that you are experiencing this issue. 

Before I can further assist you, I require some more information. Do you receive any error codes or messages when attempting to download transactions? What exactly occurs? What is your connection method? You can see the connection method by navigating to Settings > Downloads > Connection Type. 

I look forward to your response. 

billmm

Hi Jasmine. Thank you for the response. My account is using Quicken Connect to download from Citibank. Chase, my credit union, AmEx, and all the other places downloaded all without an issue. I have quite a few accounts with Citi. I just updated my system and then went to updates and updated all of my accounts. Quicken has connected but downloaded activity in one account to the wrong account. I went back to Citibank to double check the activity. All the actions at the bank are correct but it still downloaded to a wrong account. I've been using Quicken for many years and have not had this happen before. I appreciate your assistance here,.

Quicken Jasmine

Hello @billmm, 

Thank you for providing more information. I apologize as I had previously given Windows instructions so I removed those and provided accurate Mac instructions. 

To start with, I suggest deactivating the account(s) experiencing this error, removing the saved login credentials from the Keychain Access app, and then reactivating the accounts. However, before doing so, I do recommend saving a backup of your data file first (just in case). Then, please check and make sure you do not have any hidden accounts that may be connected to this financial institution.

1. Go to the Accounts menu and choose Hide and Show Accounts
2. Uncheck any accounts with this specific financial institution that are checked as hidden in Lists

After that, please follow the troubleshooting instructions below.

1. Open the account register and navigate to the Settings gear on the bottom-right corner
2. Click on the Downloads tab
3. Click Disconnect Account (if there are more than one account associated with this financial institution, please repeat steps 1 through 3 for each account)
   
4. Quit Quicken
5. Open Finder and navigate to Applications > Utilities > Keychain Access app
6. On the left panel in the Keychain Access app, select Login and select Passwords at the top
7. Search for the financial institution's name in the top-right search field and delete any entries found showing "Quicken password for [your financial institution username] at [financial institution name] "
8. Quit the Keychain Access app and reopen Quicken
9. Navigate to Accounts > Add Account...
10. Use the search field at the top of the list to find and select your financial institution and click Continue
11. Follow the prompts to sign in using your login credentials associated with the financial institution
12. If the accounts have been found successfully; use the dropdown menus to link each account to the appropriate account in Quicken

Let us know how it goes!