Continuing issues with Citibank credit card downloads into Quicken Mac

msrw08

For months now Citi credit card transactions fail to download successfully at least 50 percent of the time. No other credit card issuer in my experience is as unreliable in downloading into Quicken Mac as Citibank.

I know that this isn't a new issue, but haven't seen any updated information from Quicken in searching the discussion forums.

Could the Quicken Mac team please address what is happening, and more importantly, when it can be expected to be resolved?

Thanks.

Quicken Jasmine

Hello @msrw08,

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. What is your connection method with CitiBank? You can see the connection method by navigating to Settings > Downloads > Connection Type. Are you receiving any error codes or messages when attempting to download transactions? What exactly occurs?

I look forward to your response.

msrw08

Thank you, Jasmine.

I'm using Quicken Connect as the connection type.

The only message I'm getting is "Quicken cannot connect to this account."

I get this message for both of my Citi accounts about 50-70 percent of the time. Sometimes the connection works. This issue has been ongoing for at least six months--I think actually longer.

Best regards,

Mark

Quicken Jasmine

Hello @msrw08,

Thank you for providing more information. 

If you don’t mind, could you please provide a screenshot of the error message you described receiving? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.  

I look forward to your response. 

msrw08

Sorry for my delay in getting back to you. Here's a screenshot of the error message I'm getting, with is always only "Quicken cannot connect to this account." I reconnect the account, sometimes that works, sometimes it doesn't. However, since this happens at least 50 percent of the time there is obviously some glitch in the interface.

Quicken Jasmine

Hello @msrw08,

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 me know how it goes!

Carol F

Seems like an ongoing problem. I've had problems since last summer. Is Quicken working on this? I am tired of having to relink these accounts. I don't have problems with any of my other accounts

UKR

AFAIK, the trick with Citi Cards as the Financial Institution name is to establish the connection as Direct Connect, not Web Connect or Quicken Connect

P.S.: When submitting screenshots, please use JPG, PNG or GIF files only. They're easier to work with than PDF files.