American Express Download Problem

Mark F

I received an email advising that my new American Express connection was ready and I should update now. When I update my trasactions, I don't receive a notice to update the connection. It tries to update as it always has and seems to go okay, but nothing is downloaded. Any help with this issue would be appreciated.

Quicken Jasmine

Hello @Mark F,

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

[Removed-Miscommunication/Incorrect instructions].

Mark F

Thanks for your response and suggestions, Jasmine. What you've outlined concerns me, as it seems possible I'd lose my history of downloaded transactions. What I'm wondering is why, after receiving the Quicken email about the connection change and being told action is required, did I not receive the instructions shown in the Support Help article on this subject. What would cause that to happen, do you think?

Quicken Jasmine

Hello @Mark F,

Thanks for reaching back out, I do apologize for the miscommunication.

I suggest you try to deactivate all accounts for this financial institution, then force Quicken to "discover" all available accounts and see if this will help resolve it. Please, follow the instructions below in order to do so. It is recommended to save a backup before proceeding (just in case).

1. Open the Account List in Quicken (Tools > Account List OR Ctrl + A)
2. If present, select the Show Hidden Accounts checkbox at the bottom of the Account List
3. Edit each account with this financial institution to Deactivate (or Remove From One Step Update) on the Online Services tab
4. Click on the General tab and remove any info displayed in the Financial Institution, and Account/Routing Number fields. Note: The account must be deactivated first before these fields can be edited.
5. When finished, close the Account List
6. Close, then re-open Quicken
7. Navigate to Tools > Add Account 
8. Walkthrough this process as if you were going to add a new account, providing the login credentials and answering any security questions/processes presented until you reach the screen where Quicken displays the Accounts Discovered at the financial institution
9. Very carefully LINK each of the found accounts to the appropriate account you already have set up in Quicken.

Once that is done, see if the issue still continues to persist.

Please let me know how this goes.

Mark F

Jasmine--I went through these steps, but I don't believe it's working. At the end of the process, it said it was downloading the last 2521 days of transactions, but no new transactions were downloaded. Also, after I went through this process, I looked at the Online Services tab of Amex and it still says its using Express Web Connect, which I believe is what it has always used before the new connection was instituted. Please let me know what else I may try.

Mark F

Looking forward to your response, Jasmine. Or from anyone who might have a solution.

Quicken Jasmine

Hello @Mark F,

Thank you for providing more information.

Next, I suggest attempting to change the connection method to EWC+. You may follow the instructions below to do so. Please save a backup before proceeding.

1. Click on Tools > Account List.
2. Click on Edit.
3. On the Account Details dialog box, go to the Online Services tab.
4. Click on Change connection method if the option is there. If not, click Deactivate instead.
5. Once the account has been deactivated, click on Set up now.
6. Select the connection method and click Next.
7. Enter your credentials and click Connect.
8. When Quicken has returned all accounts discovered for this FI, very carefully LINK each of the found accounts to the appropriate accounts you already have set up in Quicken.
9. Click Next, then Finish.

Please let me know how this goes!

Mark F

Hi Jasmine--Thanks for your response. Before I go through these steps, please know that the connection is already set up for Express Web Connect+, as I see in the Online Services tab.