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PNC Bank Connectivity

Pete80a

I continue to have periodic problems with transaction download from PNC, even though the Connection says "Express Web Connect+". Every month or two, no transactions download and I have to manually export, or deactivate and reactivate the accounts. Sometimes I get duplicate transactions. I called PNC and they said there is nothing they can do, but it is a Quicken issue. Any new ideas, since the last PNC FAQ?

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Boatnmaniac

I have been running my PNC checking and savings accounts with EWC+ in a test account and it has been working well. So, I don't know what is happening with your connection.

Have you considered setting up your PNC accounts with Direct Connect, instead? I've had DC set up with my accounts in my main data file for about 2-1/2 yrs and there is rarely an issue with it.

To set up PNC with a DC you need to first contact PNC to get the DC login ID (they might tell you to use your SSN or they might provide you with a unique ID). They will then mail (yes, snail mail) you a custom PW. Then you will be able to sign in with DC via the PNC Bank - Direct Connect Add Account setup link. It's very fast, reliable and free for consumer accounts. Once set up you can transfer funds between PNC accounts and can schedule bill payments with PNC directly from Quicken for no cost.

Pete80a

Thanks for the feedback. I had been on DC previously, but after the last issue, PNC Quicken help moved me back to EWC+. Then the problem started again. I think one of the recent Quicken updates caused my problems. I will try DC again.

Thanks

fjsingel

I am having trouble with Direct Connect. I was using Direct Connect with my PNC Checking and Visa accounts and stopped getting updates. I looked at the accounts, and they were no longer configured for any online services. I tried configure them for Direct Connect and it looks like it can't connect to the PNC Server. When I try to sign into PNC Bank to authenticate the web browser, that is when I get a time out. I contacted PNC and they said there was nothing wrong and sent me instructions on how to use Web Connect (not really helpful). Before I get into this too much, I wanted to see if it may be a system issue. I think it started about 1 week ago, but I am not sure. I didn't notice that I wasn't getting updates right away.

Quicken Classic Premier R57.12 Build 27.1.57.12 Windows 11 using Chrome.

Boatnmaniac

With Direct Connect you should not be taken to the bank website to login and authenticate. If that is happening to you then Quicken is trying to set you up with Express Web Connect+, not with Direct Connect.

I've noticed an issue with setting up DC when using the PNC Bank - Direct Connect connection link in Add Account. When clicking on Next it seems that it will try to set up an EWC+ connection instead of a DC connection. In addition, the EWC+ connection cannot be completed with this connection link so it is a double-edged sword type of issue.

To ensure this does happen:

Now complete the setup process using your DC login information (not your online account login) and make sure to LINK what downloads to the correct account(s) already set up in Quicken.

The last time I had to reconnect a DC connection (in Dec?) I had to follow this process. And I recently opened a new High Yield Savings account with PNC and I followed this process, again, to get this new account added to Quicken. In both cases, the DC connection set completed properly without issue.

NOTE:

If you are prompted during the setup process to change your PW, do not do it. Instead contact PNC and ask to speak to someone in Tech Support who works with downloading data. (1st line PNC Customer Service generally will not be able to help you resolve any PNC connection issues because they often know little or absolutely nothing about it.)
I ended up eventually getting connected with a Tier 3 Tech Support person who was able to reset my unique DC PW to the original DC PW that I had been given when I first set up Quicken to download from PNC via DC nearly 3 yrs ago. And then I was able to complete the DC set up process.

I hope this helps.

fjsingel

Brief update. I am not all of the way through the process (still working on it). Called PNC and did some debugging. One thing to note is that I have both a PNC Checking and a PNC Credit Card. The PNC Checking should use DC and the PNC Credit Card should use WC+. To do this you have to enable the online services separately, or you have problems. We were able to create a clean account and get everything to work, which points to my file being somehow corrupt. I am going to "play" with that a little bit (I have backups) and see if I can get it to work.

Again, I do not have a complete solution yet, this is work in progress.

Boatnmaniac

@fjsingel - Thanks for the update. Earlier I did not catch that one of the accounts was a credit card. Yes, the credit card cannot be set up with DC. It needs to be set up with EWC+ (there is no WC+) using the PNC Card Services Online connection link in Add Account. During this process, if you are given the option to include other types of accounts during the authorization process, decline them or you will encounter issues with them in Quicken. Be sure to select only your credit card(s) and then make sure to LINK them to the correct credit card account(s) in Quicken or, if those accounts are not already set up in Quicken, be sure to ADD them to Quicken.

The same goes for PNC Bank - Direct Connect: During Add Account, be sure to select only the checking and savings accounts and make sure to LINK them to the existing account(s) you already have in Quicken or, if those accounts are not already set up in Quicken, be sure to ADD them to Quicken. All other types of accounts should be DO NOT ADD.

I am a bit confused by your update, though. First you mentioned that you got the accounts connected and working. But then you mention that you are going to "see if I can get it to work." Can you clarify the situation some and what the issue is that you are still experiencing?

fjsingel

Ok, I got it to work, but good lord! I had a mess at one point. Here are all the things I did.
1) Called UPMC and they were helpful.

Based upon their recommendations I got rid of special characters in my web password. They didn't know why it would fix a problem, but they said they had good luck with it so I did it.
I created a fresh account to do some testing to make sure their side was working. I was told to use DC for checking and WC+ for my credit card account. This means when I enable the online features, I have to do it twice, making sure I only connect the checking for DC, and only the credit card for WC+. During this process, I had to force the DC connection. I didn't get the advanced dialog that was shown above, but using the "back" button on the following dialog I was able to select DC for the checking account.
Note: I did my credit card first, so the screens you get may vary.
During this process I had to update my UPMC direct connect pin when it asked me. UPMC side of the connection made me do that.

So everything worked on the test account, I then went to try the same think on my live account. Here are some notes:

When previously I was trying to fix this, I saw a recommendation to change my default browser to Edge and I did that. When I went to open up my account file, all of my other online accounts that used WC+ needed to be reauthentication. My "guess" is that the authentication is done to a specific browser, but I am not sure. Anyhow, I reconnected all of them and they were fine after that.
I deactivated any UPMC accounts that were already enabled for online access. I needed to be really patient as it took 10 minutes to deactivate my older/bigger accounts, not sure why. The app looked dead, but it eventually returned, be patient.
I then enabled my credit card account for WC+ using the steps above, all good.
Then enabled my checking account for DC, using the steps above, including hitting the back button, all good
Then I was up and running.

Hopefully, this will work for someone with the same problem. Main key, use WC+ and DC for the correct accounts and don't let it bully you into the wrong connection type. If you change your default browser, be prepared to reauthenticate some accounts. Be patient with deauthenticating, it takes some time.

I am not certain of all of the above as the Quicken UI seems to have a mind of its own. I am sure that there are good reasons under the hood why it does what it does, but can be a little confusing.

Boatnmaniac

@fjsingel - What is UPMC? Did you mean to type PNC?

fjsingel

OK, I spoke too soon. It appears that even though I try to connect using Direct Connect, it somehow still thinks I want to use Web Connect +. Here are a couple of screen shots:

You can see that I am configured for Direct Connect, but my customer ID should be populated.

When I select the "?" is says it is using Web Connect +

I have tried Deactivating the account and reconnecting it, but it doesn't change this. Since I am able to do it properly in a clean Quicken account, it makes me think this is something to do with my Quicken File. Does anyone know how I can clear this out without deleting the account or creating a new one?

Boatnmaniac

The General tab shows only that you are set up with the PNC Bank - Direct Connect Add Account setup link…that is not the connection method.

To see the actual connection method you are set up with you need to go to the Online Services tab or look directly beneath the Account Name at the top left of the Account Register. See the yellow highlights in the following 2 pictures. You will see there that you are set up with Express Web Connect+ (EWC+).

As I posted above, this PNC Bank - Direct Connet actually has 2 different connection methods in it. One is Direct Connect and the other is EWC+. And the default is wrongly set for EWC+. You will get the EWC+ connection if you click on Next instead of clicking one and taking the Advanced Options path I suggested above.

Back up your data file and Deactivate your connection on the Online Services tab.

Then do as I suggested above: Add Account > PNC Bank - Direct Connect > Advanced Options (do not click on Next) > Continue > Direct Connect > follow the rest of the setup prompts. **Make sure you use your DC login information (both UserID and PW)….do not use the UserID and PW that you use to log into your online account because that will not work.

fjsingel

Thanks for your help. I did exactly as you said. Keep in mind I am updating and existing account, not creating a new one, but I still follow the instructions and link the account when it asks. Eventually, it gets to here, which looks good.

But when I go to update the account, it doesn't seem to be downloading any transactions.

When I try to reset the account, I get this.

The only thing that looks odd is this, I think my SS# should be in the not available part.

Now, if I deactivate the service on my existing PNC Checking account, and instead add to quicken:

This looks the same:

But the following screen is different. It now has my social security number in the green.

I downloads transactions, and I am also able to reset the account without error. Only problem is I now have a new account (total 2 accounts in quicken for same PNC account).

It is really pointing to the existing account giving me a problem, which is 24 years old. I may have to bite the bullet and create a new account and close the old one.

Boatnmaniac

It looks like you did everything right up until the 3rd picture from the last. There you have highlighted "Add to Quicken" so that is what Quicken did….it added the download as a new account.

I suggest that you restore the backup file Delete that new account that was created (Account Register > upper right Gear icon > Edit Account Details > Delete Account > Yes > OK).

Then start the Add Account process again, making sure you select Advanced Options. The when you get to that 3rd from the bottom picture, make sure you LINK the download to the account that is already in Quicken. Do not let Quicken ADD it to Quicken or you will get a new account added, again.

fjsingel

I am sorry I didn't explain this properly. When I was experimenting, I tried to connect to the account both ways, both using the direct connect method in advance options. The first time, I linked the account as you recommend above which resulted in the below account configuration. With this configuration it would not download transactions. You will not that no customer ID is in the configuration:

As an experiment, I tried to connect to the account by letting it create a new account. This resulted in the configuration below. You will note that this has my SS# in the customer ID (I greened it out for security reasons). This account would download the transactions.

In summary, when using the direct connect method, it appears to try to use the WC+ method no matter what I select in advanced options. If I create a new account, it properly uses the direct connect method.

Pete80a

I read all the above and it doesn't seem as if we have resolved this. It is maddening for me. There is clearly an issue with PNC, as this does not happen with any other of my accounts. I am using the EWC+ as recommended by PNC's telephone support (for Quicken). Sometimes if I Deactivate online updating, then Reactivate, and link to the existing account, it works. Other times, like today it doesn't. Downloading transactions using their Export feature is worse than useless, because previously reconciled balances get changed and no longer match my statements.

It seems to me that Quicken needs to sort this out with PNC web personnel. I had no problems for months, but it has restarted a month ago, so something changed.

Boatnmaniac

Yes, the DC login is unique and separate from what is used to log into the online account. For some people the SS number is their UserID while for others (like me) it is a unique UserID that PNC mailed to me when I first opened my accounts at PNC. For everyone, the PW is unique and is initially provided by PNC via mail.

It is possible that your PNC account in Quicken has some sort of corruption. It does sometimes happen (it has happened to me a couple of times with other banks since I started using Quicken in 2010) but it is not common.

Have you tried running Validate & Repair? (File > Validate and Repair file)

Have you tried running Super Validate? (File > Shift + Ctrl + Validate and Repair file)

These can fix some data file and program issues.

fjsingel

Just tried that. Didn't make a difference. Even though I try to force the connection to Direct Connect (instead of WC+) it look like it still ends up trying WC+. One thing that is weird is that it is saying it downloaded 7684 transactions, but it does it in about a second. I also can't reset the account, it gives me an authentication error. My guess it that it gets this same error under the hood when creating the account, but ignores it. When I update the account, it seems fat, dumb, and happy, but does not download anything and doesn't return any errors.

fjsingel

I was on the phone with Quicken Technical support today for 1.5 hours. They really gave it a go. We tried a ton of different options, too many to list. Anyhow, here is where we left it. This works for me, but perhaps not others.

Decided to use WC+ for both Checking and Credit Card accounts. Initially, I was attempting to use DC for the checking and WC+ for the credit card. This works for establishing and downloading from my existing checking account. I was told by Quicken that the only difference in end-functionality I will have is that I will not be able have Quicken drive check payments through my PNC checking account. I was ok with that because I very rarely do that. I can always go to PNC bank to enter the payments directly and have Quicken download the transaction from PNC, after the fact. Not perfect, but works for me.
I could have always created a new PNC checking account in Quicken and closed the existing PNC checking and use DC. I would have been able to have Quicken make payments through PNC with this option. I decided not to do this.

We tried all types of options, including all the Validation and Repairs, nothing worked. I still think there is some problem with my Quicken File OR Quicken/PNC struggles when you have both WC+ and DC connected accounts at the same time.

Again, not perfect, but works for my use case.

Pete80a

I have all 4 of our PNC accounts connected via EWC+. Gave up on DC some time ago. Yet the problems still resurfaces from time to time.

The only thing that has worked is to go account by account and Deactivate online services, and then Reactivate them. I think how you do this matters. I always link to existing account, never Add new account. But it only lets you do the one you are working on, even though all show up.

I wonder if I just have too many transactions online in my file. I have MANY years of transactions, as I have never archived and have been using Quicken for many years. It is only in the last 18 months or so, has this problem surfaced.

The main piece of advice is to NOT export transactions from PNC website to your credit card account. That screws up the previously reconciled balances. Many duplicate transactions come down and you have to painstakingly go through them to delete many in the downloaded area and not accept them.

I am not convinced the source of the problem has been identified.

Boatnmaniac

There was an issue a few months back where people who had migrated accounts from DC to the EWC+ connection were not able to reestablish the DC connection for some accounts at a financial institution while other accounts at that financial institution were still set up with EWC+. This issue could affect any financial institution and I believe it also affected PNC. I tried to find the Alert that was posted about this but I could not find it.

For me, the PNC EWC+ migration that occurred forced my DC connected checking and savings accounts to become EWC+. I was able to change the connection back to DC without any issue but I did not and still do not have any EWC+ connections in my main data file so that Alert did not apply to me. Maybe it is still an issue and is affecting you?

If you are OK with not having DC Bank Bill Pay with PNC then the EWC+ connection for your checking and savings accounts should work well for you. I have had my PNC checking and savings accounts set up with EWC+ connections in 2 different test files for months now and they have been working very well.

I still want DC for my PNC checking/savings accounts. I only do 2-3 bill pays each month so, like you, it's not a big deal for me, either. But I also do a higher number of transafers between PNC accounts each month and for that I want that DC Bank Bill Pay feature.

I have 2 more ideas that might help you get DC reconnected for your checking and savings accounts. You do not need to do them if you are happy with the setup you now have. But if you want to do this you should backup your data file before proceeding so no harm is done to your connections.

Do Add Account for PNC Bank - Direct Connect taking the Advanced Options path and selecting Direct Connect. During the download of the files, do not LINK them to your existing accounts. Instead let Quicken ADD them as new accounts. If this works in setting them up with DC, I can then walk you through how to move the EWC+ accounts register transactions into the new DC accounts.
This next option will create a new, unique data file copy of your existing data file. Your main data file will be unaffected by this process. In the new copy file all the data remains unchanged but it will deactivate all of your download connections for all of your accounts, including your PNC accounts. Also, if you use QMobile or QWeb, you will need to set that up, again, as well. If there is something corrupt in your main data file with the PNC DC connection then perhaps creating a "clean" copy will eliminate that issue: File > Copy or Backup File > under Advanced Options…Create a copy or template > give the copy a unique file name > Next. Try setting up your account connections, again. When it comes to PNC, it might be best to first try setting up the DC connection for your checking and savings account. Then, afterward, try setting up the EWC+ connection for your credit card. If it doesn't work out, you can delete the accounts and file.