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Two separate Citi accounts won't work at the same time

Halfcent

I have two separate Citi credit card accounts. They each have separate logins and nothing to do with each other. Quicken allows me create these accounts separately, however fails to allow these accounts to exist independently in on-line transaction downloads. In the password vault, it will only store one set of credentials for Citi at a time. When I run one-step update, it will find one account, but then produce an error saying it can't find the other and that it must have been "closed" and I should delete the other account. That's because its trying to find it using the login credentials of the first account. Hence, I can only track one account at a time on-line.

Please fix this.

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Accepted answers

Boatnmaniac

@Halfcent -

I have a Citi Costco Visa and Citi AAdvantage Mastercard. I access both from www.citi.com using separate logins.

There are several different Citi financial institutions (FIs) that use the www.citi.com URL. They all, however, connect to Citi differently from each other with some being configured for just some specific cards or account types. Some Citi credit cards can be downloaded from more than one of them. Here are the 3 of them that I think are the most versatile and flexible in this regard.:

Citibank
Costco Anywhere Visa Card by Citi (this will work with more than just the Costco Visa card)
Citi Cards (this will also work with many different Citi-branded and Citi co-branded cards)

My guess is that you are connecting your card with one of these 3 FIs. Which one are you using? You can get this information from Account List and on the Online Services tab of Account Details.

Whichever card is currently successfully set up with that FI, leave it as is.

Then try setting up your other disconnected card with one of the other two FIs. (Type the name of the FI into the search field of Add Account to make sure you are getting the correct Citi FI to try this with.)

If it doesn't work with that 2nd FI, try setting it up with the 3rd FI.

I've suggested this as an option to someone else recently and they said it resolved the connection issue for them. Maybe it will for you, too.

All comments

Tom Young

Since you're using passwords to connect to Citi, that tells me that the downloading method you're using is Direct Connect, a downloading method that Citi moved away from (supposedly) in favor of Express Web Connect+ (EWC+) some time ago. All of my Citi credit card Accounts in Quicken use the EWC+ protocol, even though each and every one of the credit card accounts use different User Names and Passwords at the web site citi.com. The EWC+ protocol doesn't use User Names and Passwords, it instead uses "tokens." So now if I look in my Password vault all of these Ciit Quicken Accounts indicate "Not Required."

Up until the changeover on the part of citi from Direct Connect to EWC+ all of my credit card Accounts did use Direct Connect and all of them updated at once when I kicked off a One Step Update.

I wonder if some element of this conversion from Direct Connect to EWC+ has something to do with what you're seeing here? Have you tried converting both of these Accounts to EWC+?

sreebang

Have same issue, cannot have two separate accounts.

Halfcent

Both account are showing that they use Express Web Connect. When I attempt to connect the disconnected account, Quicken directs me to Citi website to login using user names and passwords. Citi then authorizes the account, and it works. But in doing so, Quicken then "loses" the other account, because it's not using the credentials. It's trying to find both accounts through the credentials, but they aren't there. So it tries telling me the account is missing and "probably closed", but that is not what has happened.

Halfcent

The specific error is CC-800. When the error screen appears, I use the "Report Problem" function every time. It's doesn't get replied to or fixed.

Boatnmaniac

@Halfcent - Which 2 Citi cards are affected?

Also, which Citi financial institution are you trying to connect both to? Citibank? Citi Cards? Or one of the many others….which one?

BTW, when using Report a Problem it clearly states that there will be no response provided back to us from Quicken. There is also no guarantee that the problem being reported will be "fixed". Reporting problems this way, however, gives the Development Team information that they can review, troubleshoot and if they can duplicate the issue it helps them to prioritize what they will work on. But this particular issue is, IMO, not so much an issue with the Quicken software as it is an issue with the financial institution (FI). Some FIs have put in place an EWC+ reauthorization process that does not permit reauthorizations with multiple logins whereas others do provide that kind of flexibility. Citi is one FI that has a more restrictive reauthorization process.

Tom Young

"Both account are showing that they use Express Web Connect."

They both should be showing that they use Express Web Connect+.

That said, I have seen more than a few posts that make the same claim so I'm not discounting that you do have the problem.

This may be one of those times to pick up the phone and call Official Quicken Support .

Boatnmaniac

@Halfcent - I asked for the names of the 2 credit cards and for the specific name of the Citi financial institution that you are trying to connect them to for a reason. With that information there is something that perhaps can be tried to see if it resolves the issue. It's probably a long shot but in theory it might just work.

Halfcent

Tom Young:

Both account do in fact say Express Web Connect+. Sorry for the ommision.

Boatmaniac:

I have a Citi Costco Visa and Citi AAdvantage Mastercard. I access both from www.citi.com using separate logins.

Boatnmaniac

@Halfcent -

I have a Citi Costco Visa and Citi AAdvantage Mastercard. I access both from www.citi.com using separate logins.

Citibank
Costco Anywhere Visa Card by Citi (this will work with more than just the Costco Visa card)
Citi Cards (this will also work with many different Citi-branded and Citi co-branded cards)

My guess is that you are connecting your card with one of these 3 FIs. Which one are you using? You can get this information from Account List and on the Online Services tab of Account Details.

Whichever card is currently successfully set up with that FI, leave it as is.

If it doesn't work with that 2nd FI, try setting it up with the 3rd FI.

I've suggested this as an option to someone else recently and they said it resolved the connection issue for them. Maybe it will for you, too.

PhilT

Same… both accounts with CIti Cards.. both AAdvantage Platinum Select.. Mine and my wife's… different logins at Citi. Both EWC+.

Worked fine until May of this year… just noticed that my Wife's card stopped downloading transactions. when attempting to set it back up, only one or the other will work.

Boatnmaniac

https://community.quicken.com/discussion/comment/20466235#Comment_20466235

Did you try doing what I suggested on Dec 2? In another similar thread, 2 people said they did what I suggested as then they were able to download both credit cards, again.

PhilT

https://community.quicken.com/discussion/comment/20466318#Comment_20466318

A kludgy fix is still a fix. Thanks!