Citi Accounts Generating Connectivity Error in Mobile App Despite No Errors on Desktop Side

William Smith Jr

I have 2 separate Citibank credit cards setup in Quicken on my Mac that are downloading transactions fine / otherwise not seeing any issues with in the Quicken app on my Mac. Despite that, each time I open the mobile app, I see a warning indicating "2 accounts needs attention". What's odd is that when I click that warning to go to my accounts, none of the accounts are displaying any error. I followed the steps at link below and removed all accounts initially and started adding them back a few at at a time until determining it was the Citi accounts triggering the warning. If I remove the 2 Citi accounts from syncing, the warning disappears but as soon as I add one or both back, the warning returns. What would be next steps at this point to troubleshoot the issue further?

https://www.quicken.com/support/troubleshooting-online-banking-issues-quicken-mobile-and-quicken-web

Quicken Anja

Hello @William Smith Jr,

Thank you for taking the time to visit the Community and telling us about your issue, though I apologize that you are experiencing this.

First, please save a backup prior to performing any troubleshooting steps (just in case).

To start with, I suggest that you please try to reset the cloud by following the instructions below. Doing so does not affect your data file nor other Cloud Accounts (if applicable). 

1. Sign out of your Quicken Mobile app
2. Navigate to the Quicken dropdown menu 
3. Preferences... 
4. Mobile, Web & Alerts
5. Use the toggle button on the left to turn Sync OFF 
6. Click Disable Sync
7. Navigate to Connected Services
8. Click Reset (click Reset again on the pop-up box)
9. Once the Reset completes, navigate back to Mobile, Web & Alerts
10. Use the toggle button on the left to turn Sync ON
11. Click Enable Sync

Once that is done, go back to Mobile, Web & Alerts > Accounts to select/deselect the accounts as desired, then click Update. Once that completes, sign back in on the Quicken Mobile app, and see if the issue still continues to persist.

I hope this helps!

William Smith Jr

@Quicken Anja - Apologies for the delay in responding as I had missed the notification regarding your response. With that noted, I followed the steps you outlined but unfortunately still encountering the same issue. I purposely only added back the 2 Citi accounts initially. After logging back into the mobile app, I immediately see "2 accounts need attention". When I click the area where the message is displayed, I'm taken to the 2 accounts, which are displaying the current balances and no actual error. Not sure what next steps may be so will wait for further feedback.

Thanks!

Quicken Anja

Thank you for your responses, I am sorry that you are still experiencing this issue. 

Next, I suggest manually resetting the cloud account instead.

To do this, first, save a backup (just in case). Sign out of the mobile app. Then, follow the instructions provided below to remove the cloud account from your main data file (this does not affect your data saved with your file).

1. Navigate to the Quicken dropdown menu
2. Preferences...
3. Mobile, Sync & Alerts and use the toggle button on the left to turn Sync OFF
4. Click Disable Sync
5. Close Preferences
   
6. Open a different data file, or if you don't have a second data file to open, then create a temporary new data file (click here to view instructions under To create a new data file).
7. Once you've opened a different data file, navigate back to Quicken
8. Preferences...
9. Connected Services
10. Click on See all cloud accounts 
11. Select the cloud account name from your original file
12. Click the minus-sign (-) in the bottom left corner
13. On the pop-up screen, click Delete Cloud Account
14. Switch back to your original data file (click here to view instructions, scroll down to Switching between data files)
15. Once you've returned to your original data file, navigate back to Quicken
16. Preferences...
17. Mobile, Sync & Alerts and use the toggle button on the left to turn Sync ON
18. Click Enable Sync

Once the sync completes, sign back in to check and see if this resolved the issue. You can then also delete the new file you previously created as well as its cloud account (if applicable).

Let us know how it goes!

William Smith Jr

@Quicken Anja

I followed the provided instructions to manually reset my cloud account, which unfortunately still didn't address the issue as I continue to get warnings for the 2 Citicard accounts in the mobile app. That noted, when I login via the website, I see no indication of any error at all. Given that, wondering if there's some bug/issue with the mobile app assuming I should be seeing any errors/warning displayed in the mobile app on the website as well.

Bill

Quicken Anja

Thank you for following up, though I'm sorry to hear the issue still continues to persist.

At this point, we advise contacting Quicken Support directly by phone or chat for further assistance and possible escalation if they see fit.

We apologize for any inconvenience! Thank you.