Virginia Credit Union: One Step Update not working with New Online Banking Site

DDub
DDub Member ✭✭✭
edited June 13 in Errors and Troubleshooting (Windows)

VACU recently ported to a new online banking provider. Since then, I have not been able to download transactions. Even if I disable online services and then reconnect, I get an error message saying that the VACU server cannot be reached. I'm thinking that Quicken needs to point to the new site. How can we get this investigated?

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  • Quicken Anja
    Quicken Anja Moderator mod
    edited April 23

    Hello @DDub,

    To better assist you further, could you please provide a screenshot of the error you are 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.

    Also which instance in our bank list are you selecting to connect with this financial institution? Upon checking, I found that there are 3 different ones available to select— "Virginia Credit Union", "Virginia CU", and "VACU".

    Thank you!

    -Quicken Anja
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  • sandrap67
    sandrap67 Quicken Windows Subscription Member

    I've been having issues for over a week as well. It's a cc-502 error using the "Virginia Credit Union".

  • Quicken Anja
    Quicken Anja Moderator mod

    Thank you for following up and confirming the instance you are using.

    Could you please try connecting with the "Virginia CU" and "VACU" instances as well and let us know if either are successful or return the same or a different error as well?

    Thank you!

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • sandrap67
    sandrap67 Quicken Windows Subscription Member
    VACU 05_12_2024.png
    Viginia CU 05_12_2024.png
    Virginia Credit Union 05_12_2024.png

    Here are the results I receive for each of the bank selections.

  • UKR
    UKR Quicken Windows Subscription SuperUser ✭✭✭✭✭

    How to refresh financial institution information (Branding)

    Have you tried this yet?

    If your bank recently changed their website or password requirements please read and follow instructions here:

    For online billers please see if you can manage (remove and re-add or repair) the online biller, to see if their profile has already been updated.

    If that doesn't resolve the issue:

    • It is the bank's or biller's contractual obligation to notify their Quicken download service provider, Intuit Inc., of any changes to their websites and download functions in a timely manner before the change is implemented. Intuit needs a sufficient amount of lead time to review, change and test their programs, to adapt to the changes the bank makes.
    • The bank also needs to notify their customers of this change in a timely fashion and detail any actions that might be required by the customer to regain access after the change was introduced.
    • If they didn't do that, complain to your bank's or biller's office of the president.
    • You also need to contact Quicken Support via Chat or Phone at https://www.quicken.com/support#contact-support during posted hours of operation and report this as an Online Banking issue, so that Quicken Support can escalate this issue to Intuit Inc. Ultimately, however, the bank or biller must initiate the call and work together with Intuit on solving this update issue.

    Please let us know if you were able to get this issue resolved (or not).

This discussion has been closed.

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