Citi Wealth Investments unable to communicate with Quicken
Answers
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My Citi Investment accounts have not connected to Quicken (for weeks), and the problem does not seem urgent to Quicken and/or Citibank. I assume tens of thousands of Quicken/Citibank users are experiencing connectivity issues. I am aware of no simple workaround. It is very disappointing that Quicken does not demonstrate a sense of urgency to FIX the issue. Not happy 😫 Some acknowledgment/update from Quicken would be informative and helpful.
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@Quicken Jasmine @Quicken Janean we haven't heard anything for a while here - what's happening? Any progress? Is the target date of next spring that @cruciverbalist mentioned correct or not? This thread shows there's some real pain here - the question is do I change banks or software?
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Hello @solmssen,
As provided by Quicken Janean on 11/20, this information has been reported and this issue is currently being investigated. However, there is not current ETA.
Thanks!
-Quicken Jasmine
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I have the same issue I cannot connect to my citi wealth account at Citi (pershing). Sad because I've been using Quicken since 1993. I receive OL-306-A Then I try to reset it. Then it says A connection to your financial institution could not be established. Citi uses Pershing as its clearing company. It would be helpful for Quicken to admit there is a problem and do something for us.
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Same problem here. Was going to delete and re-add. Glad I didn't. For a big bank like Citi, shocked that this wouldn't be a priority.
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@Bob1221 I'm not shocked - My feeling is that we're complaining to the wrong people. Quicken is doing what they can in the face of Citibank's indifference to the issue. Until you tell Citibank that Quicken has a constituency among their customers, they have no real incentive to work with Quicken. Citi's web developers are doing the job they're being paid to do, and Quicken isn't on their list of priorities until we as Citi customers put it there.
If I was Citibank, my thinking would be, "you mean this company Quicken wants to get my customer's information that I'm trying to hold securely, and get between me and my customers, and make it so my customers log in to my website less often and look at what I want them to see less often? Why should I enable this, or care if it works, or care if small changes we make affect it?" The only way Citi cares about this is if we as their customers tell them we care about it.
My advisor at Citi was able to open a ticket with Pershing, "Pershing has established a ticket for your issue. This ticket is Ticket #INC10062270." I'd say it's worth emailing or calling your advisor and letting them know this is an issue, there's an open ticket and you'd like to be added to it, and that Quicken may be more important than they think.
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I was just able to kinda get Pershing to DL into Quicken. NOT HAPPY at all. There is no longer a register view and I could not manually add any transaction. This is terribly annoying. There is some condensed window instead of the register view, broken into Total Value (with securities listed), Top Movers, a pie chart showing Portfolio by Security, and Value over Time. THIS REALLY SUCKS! I WANT THE REGISTER BACK! Although this is better than getting the error messages it is entirely insufficient and a tremendous downgrade in quality. I AM FURIOUS! There is no way to look at each transaction or enter one manually. I have accounts at Fidelity, Vanguard, and Schwab and this is the only financial institution that seems to have eliminated the transaction register. This is REALLY BAD NEWS!
This is how I got it to "kinda" work.
Open Accounts (Ctrl +A)
Choose Add Account
Choose Pershing Investments
It will ask for the first 3 digits of you account with CPWM and Username (for CPWM)
It will then ask for your PW (use the one you used for CPWM)
It will ask for a method to authenicate your Logon (text to phone)
Voila…you are in. It will begin to DL your positions and ask you if they match the ones in your CPWM account. In my case it was very accurate only missing one security which I was able to fix later.
Now be prepared for the shock…when you click to open the account you will get a horribly laid out set of charts and graphs but no transaction register. Really a huge disappointment!
Please let me know if you were able to get a transaction register as you have for all your other accounts.
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Re: DJ3's comment
MAKE A UNIQUE BACKUP FIRST, and close the program before you do this "fix."
I tried the same thing and got a useless page into which you cannot enter any new data.
Fortunately, I was able to restore things from my backup and I am none the worse for my short-lived ire.
If you try this, the Quicken program suggests that you can download a .QFX file from your bank to get the data. That may have been true ages ago, but it is not so at present. I spent some time on the phone with Citibank, and there is no way to download data from the Citibank site (Accounts>History) into a .QFX file. It can only be printed or downloaded to an Excel file.
Quicken does need to update this bit of "information" imbedded in the program somewhere.
Again, the information I received on 11/15/24 from Citibank was that there would not be a fix of this until the first quarter of 2025. I wrote about this in:
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So I found this after a lot of digging…..NOT very encouraging! This is a Pershing issue for sure!
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This happened with regular citibank accounts like checking and savings at www.citi.com and it took several weeks to correct.
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Hello All,
We now have an active alert regarding various error messages from Citi Personal Wealth Management. You may follow this link to access that alert which I suggest bookmarking for all further updates.
We apologize for any inconvenience caused in the meantime.
-Quicken Jasmine
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The link above has been marked as RESOLVED, but it isn't. Still can't connect to Citi Personal Wealth Management. Nice of you to close the ticket just so we can't complain anymore.
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Not working for me neither. Same error as before
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I just recieved am email alert from Quicken Anja as the issue has been marked as resolved.
Interestly enough it doesn't say that it has been resolved, only marked as resolved. Nothing actually has changed. It still doesn't work. When I try to setup PWM accounts online through Citibank, the whole process of authorization goes through OK but at the end Quicken sees all my Citi accounts but doesn't see PWM accounts. Tried to go through Citi Wealth Management Option, but it fails to authenticate. Still working through Pershing Investment, but it does only simple investing, as it was said above.
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I still cannot reactivate my OSU for Citi Personal Wealth Management either. Same "It's not your fault" message.
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Add me to the list - was very hopeful after seeing the "Resolved" posting, but I'm in the same boat as everyone else. Behavior is exactly the same as it was - "It's not your fault".
If Pershing works, can we do whatever is necessary to get that to work with full transaction data? This is so frustrating. My renewal is in a month, and I am going to call and ask for a discount.
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Hello @Marianna, @Pedro Franco Crespo, @bfeygis, and @get,
Are you receiving a "Sorry, it's not your fault.." with Citi Personal Wealth Management? If so, would you mind sharing a screenshot of exactly what you see?
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. Please remember to redact any personal information as needed.
Thanks!
-Quicken Jasmine
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Same problem as before
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to mark a issue as being resolved when this issue is not resolved is very bad practice. the only place I see this being done is here on this forum. It is very confusing to mark this issue as resolved when the issue is not resolved.the Citibank investment account download into quicken is still broken. it creates unnecessary confusion and garbage traffic on the forum. @jasmine - are your superiors directing you to mark the issue as resolved or is this your own decsion? im trying to understand why the issue is marked as resolved?
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Hello All,
We have forwarded this issue to the proper channels to have this further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and screenshots (if possible) attached in order to contribute to the investigation.
Please let me know once you have done so!
Hello @jainraje,
The Community alert was marked resolved due to the internal ticket and internal alert both being marked as resolved. We received this information from our teams and followed the required protocol.
Thanks!
-Quicken Jasmine
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Hi Quicken Jasmine -
I will submit the issue again via "help/report a problem" as you suggested. Following are details of my specific experience:
In Quicken Mac, Quicken provides 2 options for connecting to Citi Personal Wealth Management.
The 1st option successfully connects to Citi PWM for me and suggests the appropriate linking of my Citi PWM account to the corresponding Quicken investment account. However, it only allows "Simple Investment Tracking” and "Detailed Investment Tracking" is not available to select as a connection option. This is an unacceptable connection option for me (and for most users, I believe).
The 2nd option returns "OFX Error: 2005. Your Introducing Broker Dealer is not setup to support this service. "
Note that although both options appear to link to "investments.citi.com", Citi actually uses Pershing Investments as their clearing broker (Pershing settles all the actual stock trades and performs record keeping for the Citi PWM accounts. When account holders log on to the Citi website, they are redirected automatically to Pershing's site "netxinvestor.com".
In Quicken, I can also link to my Citi PWM account by selecting Pershing Investments as the financial institution (which links to "netxinvestor.com"), but similar to the 1st Citi connection option above, this only allows "Simplified Investment Tracking".
The issue is NOT resolved for me.
Thanks for your assistance.
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Jasmine - I have submitted a report, with logs and screenshot, as well.
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Hello @steven1390 and @SteveK_ORD,
Thank you for providing more information and for submitting a problem report!
-Quicken Jasmine
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Due to the non-responsiveness and lengthy delays in getting this resolved my Citi Wealth accounts have been closed and reopened at another brokerage that seems to care about their clientele.
If others wish to make a statement by moving their assets to another brokerage maybe Citi will come to understand that customers are in fact King.
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My screenshot is exactly the same as the one posted by Dan2424. I'm running Quicken Home and Business classic for Windows.
I agree that Citi is the worst as far as customer service out there that I've encountered. I'm only still parking some assets there because of the perks. Biggest problem is they use NEXT/Pershing as their investment backend and they are bad no matter who is doing the front end.
A call out to bfeygis : in order to see your investment accounts in quicken, you have to get a login to Citi Personal Wealth Management (at least this is how it used to work before things broke). Go to and click on Get Started. You'll need your investment account number along with your personal information to create the login. If you just use the regular Citibank login through Quicken, all it will see is your credit card, savings, and/or checking accounts. The Citi Personal Wealth Management login is needed to allow Quicken or other similar mechanisms to access the investment account details. For instance, I have Citi investment accounts successfully linked as 'external' accounts in my Fidelity login, but is shows me my holdings only, no xactn detail.
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I also moved an account from Citi to another brokerage as a "statement" This is ridiculous and the fact that Citi is completely non-communicative about the issue is unacceptable.
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Issue still persists as well for me, unfortunately. It is NOT resolved.
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Same issue. Would be nice to see Quicken comment on the cause and timeline for resolution.
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Reply to Marianna. You are right that adding PWM accounts should be done in a different site. . It is not easy to find it in the list of financial institutions but even when you do and try to login, you get this "It's not your fault message". This site has MFA enabled by default using SMS method and it's not optional. Earlier this year Quicken had problems synching regular accounts with MFA enabled. When I disabled MFA it started working and it took them a long time to fix this. I suspect it might be the same issue here and based on our past experience we need to very patient. Quicken is pretty much like a monopoly on this market and that's what monopolies do: they don't care much about their customers.
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Hello All,
I truly apologize for the inconvenience and I do understand your frustrations. At this time, we have not received any new information. However, we will update this thread once we do.
Thank you for your continued patience and support.
-Quicken Jasmine
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