Can't connect to CITI Cards with a One Step Update

Ron S

When attempting to update my CICI credit card Quicken attempts to establish a new connection then times out indicating CITI rejected the connection. The existing Online Service information in Quicken is also wiped out.

Quicken Jasmine

Hello All,

You may follow this link to access an alert regarding issues with CitiBank. I suggest bookmarking the alert for all further updates. Also, to clarify the most recent update on the alert, this issue is still considered ongoing for Citi Cards and Citi Bank.

I apologize for the inconvenience!

Quixote

same here

Ron S

Additional information, I received an email from CITI indicating my account authorized Quicken.

Ron S

I contacted Quicken support and they resolved the problem.

jaws2

Same here. Get's stuck after loading web page to authorize - https://auth.citi.com/ASag/

Tried using Chrome and Edge as default browser with same result

@Ron S - How did they resolve the problem?

Quiken Classic Deluxe for Windows - R58.9

Ron S

I have no idea. I waited online and I believe the person I was chatting with contacted the next level of support. After about 20 minutes it was fixed.

Bill44

Same here. Citibank Consent never displays a page.

Ron S

Bill44 Check it again. The Quicken Help Desk fixed my issue while I waited in an online chat in about 20 minutes. I just checked it again and everything works. If you are still having an issue, I would recommend you contact support.

Bill44

I need to install Google Chrome, and it did work.

Ron S

Great 👍️

jaws2

I got nowhere with chat support - told me to wait 3 days and if it doesn't start working by then to contact them again. He could not tell me if he knew if anyone was actively working to try to fix this.

@Quicken Anja can you find out if this is a known issue that is being worked on by Quicken and/or Citi?

Ron S

Quicken Anja I worked with Jonathan at Quicken Support around 8:30 this morning. He (I believe) contacted someone at the next level of support and the issue was resolved. I just tried it again and it is working with no issue.

Skyking86

Since August 10, CITI/COSTCO not updating and when I imported transactions directly from the website into Quicken, that balance was off by a sizable amount. When through the statements and it all checks out on that end as far as what is entered into Quicken. But balance is off. Have reauthorized account many times, deactivated it and reactivated it. Same issue. Looks like a dead end.

Quicken Kristina

Hello @jaws2,

To assist with this issue, I checked on our end to see what error you're encountering. The error I'm seeing is FDP-350, which indicates the authentication token with Citi is expired. If you haven't already done so, please backup your Quicken file, deactivate the problem account(s), then reconnect the problem account(s) by going to Tools>Add Account, and following the prompts, being careful to re-link the account(s) to the existing nickname(s) in Quicken.

Please let me know how it goes!

Hello @Skyking86,

If the transactions match up, but the balance is incorrect, I'd recommend checking the Opening Balance. It's possible that it was changed or another one was added when you imported transactions into your account manually.

I hope this helps!

Hello @Quixote,

Are you still having difficulty getting your Citi account(s) to connect? If so, please provide more information so I can help troubleshoot the problem. Are you seeing any error messages/codes? If not, what behaviors are you seeing when you try to add/update your account(s)?

I look forward to your reply!

jaws2

UPDATE - I just tried to add it again and "magically" it is now working. Perhaps whatever you did @Quicken Kristina broke loose whatever was wrong.

—

thank you @Quicken Kristina but the account is already deactivated. Not because I did it. It got deactivated by quicken. When trying to add an account and/or if I just try to set up online access from editing the account it never loads the citi webpage to reauthenticate after I click sign in. It just hangs. I tried making a copy of my file and setting two different browsers (Chrome and Edge) as my default with no luck.

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear it's working!

If you need further assistance, please feel free to reach out!

Quixote

Mine is now working but AFTER I had to reauthorize my CITI account. One change I noticed is that instead of using Direct Connect as was the case before this issue, it is now using Express Web Connect. Still not sure what changed, why and where.

Quicken Kristina

Thank you for the follow-up @Quixote,

You mentioned you had to reauthorize your Citi account. It's possible going through that process changed the connection method. If you prefer being connected via Direct Connect, then backup your Quicken file, deactivate the account, then reconnect by going to Tools>Add Account, search for and choose Citi Cards (since it's the only connection option with Citi that allows Direct Connect), click Advanced Options, click Next, Select Direct Connect, then follow the prompts. Please note that for Direct Connect, you typically need to authorize the connection through the financial institution website. For Citi, that is https://citi.com/datamanagement.

I hope this helps!

Ron S

When mine reconnected it was with Direct Connect

Kelley Beckett

Quicken Kristina, your instructions worked perfectly by Adding an Account and then linking it to the original. Thank you!

Dave Chalk

I am having same issue with Citi Card. Issue started during most recent update from Quicken, maybe 5 days ago. Talked to tech today and they created a ticket and implied I should here from supporrt in approximately 3 days. No surprise, but they offered no solution and did not take ownership.. This is th 2nd non-connect issue with Citi in 3 months. Last time, support got me back on line in very little time..

I'm not impressed.

Quicken Kristina

Hello @Dave Chalk,

I can see when you contacted Support, they marked the issue as an open alert/known issue. What is happening when you're trying to connect to Citi? Are you seeing any errors like these sample images below?

If not, could you please provide more details on what is happening, so I can help you troubleshoot the issue?

I look forward to your response!

Ron S

My CITI update failed again this morning. However, after the update was finished the CITI login screen used to authorize Quicken access appeared. I Re-authorized and the download completed. When the download was finished, it included three transactions that had been previously downloaded, and the account's opening balance was changed. Resetting the opening balance and deleting the three transactions brought the account into balance. Also, when the account was reconnected, it was via Express WEB Connect. There is no option to switch to Direct Connect.

Quicken Kristina

Thank you for the follow-up @Ron S,

Citi Cards does offer a Direct Connect option. To see that option, search for Citi Cards rather than selecting it from popular institutions.

When you search, you should see an Advanced Options link. Click that, click the Next button, then make sure to choose Direct Connect.

I hope this helps!

Ron S

@Quicken Kristina Thanks, that worked and I reconnected the account as direct connect.👍️

leishirsute

Deleted comment

leishirsute

I was able to DIrect Connect to Citi Cards,but it is not downloading new transactions nor showing correct OSU Online balance even though the Last download date/time is being updated in the register.

Ron S

I had the same issue when I used Direct Connect. I changed the connection method to Express Web Connect and everything works.

leishirsute

Same here. EWC+ works. DC doesn't for Citi Cards.

Ron S

There was an announcement stating the connection for CITI cards was turned back on. I tried reconnecting my CITI credit card and the same problem shows up.

Marc Auslander

I am seeing this failure since 9/27. Tried a new file and add card and same failure.