American Express Online Biller Issue

System

This discussion was created from comments split from: How to fix - Quick Pay is not yet available because the biller hasn't finished syncing..

wrnoof

OK. This problem has existed since at least last November with no resolution. My previous discussions have been responded to and then closed without any notification to me of the response. The problem still exists with my AMEX account. I have done everything suggested in the other discussions regarding resetting or repairing my accounts without any success. A resolution of this problem is needed and will be appreciated. Capital One may not be an online biller, but AMEX certainly is. Also, I can't find anywhere on the Quicken website for posting a new question. So, I am reduced to commenting on an open and slightly off topic discussion.

Quicken Kristina

Hello @wrnoof,

Thank you for reaching out to the Community and telling us about this issue.  I'm sorry to hear you're running into this problem. For instructions on creating a new post, read this FAQ.

Could you give me a bit more detail what is happening with your American Express online biller? Are you getting any error messages? What is happening when you try to pay your bill?

Thank you.

wrnoof

Hi Kritina,
This has been going on for so long I can't remember when it started. AMEX is an online biller linked to reminder. In the Bills & Income tab, AMEX always shows up as needing attention and awaiting next bill. "Fix It" ends with a new dialog stating "Still connecting to American Express" and then giving a lot of advice that never helps. When I try to Quick Pay AMEX I get the following message "Quick Pay is not yet available because the biller hasn't finished syncing. Please try again later." Well, it's been later for a long, long time.

Reviewing and repairing payments presents a whole new problem. Shows some payments in the register but not on the server and payments on the server but not in the register. Syncing these payments left my register with five duplicate Check Pay entries with duplicate check numbers that cannot be deleted unless cancelled and can't be cancelled because they have already been sent. Half of these duplicates are labelled "Placeholder for CheckPay transaction." Syncing again ended up deleting one set of duplicates leaving four sets still in the register. I had to re-enter the one original Check Pay transaction that was deleted and enter a balance adjustment from the same account to reduce my balance by the amount of the "Placeholder for CheckPay transaction" transactions inserted by the syncing. Hope this is clear.

Review and Repair Online Billers shows AMEX is on the server but incomplete or not present locally. Xcel Energy also shows up the same way. I clicked OK to remove both billers from the server. Neither of them could be paid online anyway. Now, both AMEX and Xcel are available for Check Pay in my register, but not for Quick Pay. "Manage Online Billers" reveals neither AMEX nor Xcel are present as online billers. Also, they are missing from "Monthly Bills & Deposits" reminders but are present in "All Bills & Deposits." I deleted both reminders.

I tried to re-add AMEX as an online biller, twice, and got the same "Still connecting to American Express" dialog mentioned above both times. Prior to this the login screen did indicate I was authenticated and bills were syncing. This ended up with duplicate AMEX online billers. When I tried to delete them, I got a DB write error, "Write failed. So not flushing the data to the file". Then suddenly all of my online billers disappeared. The Bills and Income tab says "You have no Online Bills due in the next 12 months." Go figure. Luckily I have a recent backup. I will validate and fix the current file just to see what happens. More later. However, this is getting very old spending this much time on a product intended to save my time.

Quicken Kristina

Thank you for your reply,

Please let me know how the Validate goes so we can troubleshoot further if needed.

Thank you.