Daily Resets of Cobalt Credit Union Account

Dave Unger

I'm using Quicken Classic R59.35. For the past several days, when doing updates Quicken seems unable to find my Cobalt Credit Union checking account. After walking through the troubleshooting steps, it prompts me to reset that account. The reset is successful and new transactions are downloaded. But the next day I have to do the same thing again! Oddly, this only happens with this one account; I have three other Cobalt accounts that update normally. Any ideas why this is happening and only to this one account? Thanks!

hbaulisch

I concur Dave! I am having the same issue except that the reset does not always work. This morning, I am unable to download several transactions from over the weekend. Normally, a Walmart transaction clears almost immediately and is downloaded to Quicken before I even get home. Something is 'off' with Quicken and Cobalt.

Quicken Jasmine

Hello @Dave Unger and @hbaulisch,

I apologize for the delayed response, are you still requiring assistance?

Let me know!

hbaulisch

Hello Jasmine,

Cobalt Credit Union seems to be working, for now.

I appreciate you looking at this situation.

Harry

Quicken Jasmine

Hello @hbaulisch,

I am happy to hear that this issue has been resolved for you! Were there any troubleshooting steps that you took?

Let me know!

hbaulisch

No troubleshooting, on my part. Other than doing an occasional account reset. The last few days, transactions are loading to Quicken.

Quicken Jasmine

Hello @hbaulisch,

Thank you for letting me know.

Please reach out again if the problem returns!

hbaulisch

Good morning Jasmine. Unfortunately, the problem has returned. This morning, I am also getting CC-503 and CC-929 Errors when I try to update my Cobalt Checking and my Cobalt Savings accounts. (This is a new problem). Presently, the two accounts are deactivated and I am unable to reactivate the accounts due to the received errors. I can login to Cobalt's website, external to Quicken and verify that the password is correct. Quicken is unable to connect via Express Connect.

Usually, I have to do an account reset to gather the latest transactions. During this process, Quicken will search my Cobalt accounts and find four of the five accounts. I then must do another search and Quicken will find the missing fifth account. Usually, I am able to download transactions. So, if I am resetting the Checking account, Quicken must search twice to find the account. If I am resetting the Savings account, Quicken must search twice to find the Savings account.

Additionally, I noticed yesterday that Cobalt Credit Union was not updating my "Elan Consumer Credit Card" which is one of the five accounts that Cobalt reports.

Quicken Anja

Hello @hbaulisch,

If you don't mind could you provide a screenshot of the errors you receive? 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.

I also took the liberty of reviewing your account internally and am only see the CC-503 error occur there (FDP-103 internally). So just to clarify— do you get the CC-929 after receiving the CC-503 for the same accounts or are you receiving these two errors on different accounts? Are you taking different actions that cause one or the other error to occur (e.g.: running a One Step Update for all accounts, or using "Update Now" for individual accounts, etc)?

Check back and let us know! Thank you.

hbaulisch

OK, bear with me on this…

Since my Cobalt Checking account is deactivated for downloads due to the RESET. So, attempted to ACTIVATE ONE STEP UPDATE for the account. I entered my User Name and Password and clicked NEXT. I received the CC-503 Error for "Oops, did you mistype your login?' Yes, I went to Cobalt's website and verified my login information is correct.

Same results went attempting to activate my Cobalt Savings account.

I am unable to duplicate the error CC-929. I forget what I was doing to generate the error. I thought it was because I was trying to "Add Account" by seeking to add my Cobalt account. I just tried that but, received the CC-503 error.

The Quicken explanation is that Cobalt Credit Union is telling you that my login is incorrect. However, I am able to login to Cobalt through my laptop and also on my mobile device via the Cobalt Mobile App. I am unable to login through Quicken.

Quicken Anja

Thank you for following up with those details.

Even though you are not currently seeing an error CC-929, I suggest we troubleshoot that error anyway since it can cause a CC-503 error.

Please follow the instructions below which can also be found in this support article regarding error CC-929.

First, wait one hour. Then, sign out of Quicken and sign back in:

1. Go to Edit > Preferences > Quicken ID & Cloud Accounts.
2. Click Sign in as a different user.
   
3. Type "yes" to confirm and click Sign Out.
4. After you sign out, sign back in with the same Quicken ID.
5. Attempt to add your account again.

Let us know how it goes!

hbaulisch

I do not understand the "First, wait one hour." Wait one hour from when to when?

This morning, I attempted to Setup One Step Update on my Cobalt Checking account. No joy. Again, I received the CC-503 Error.

I did NOT attempt to update my Cobalt Savings account.

I am using Quicken version R60.15 Build 27.1.60.15

Quicken Anja

@hbaulisch I apologize for the confusion. The "wait 1 hour" is referring to 1 hour from the last time you attempted your last online session (i.e.: updating or adding accounts).

Hope this clarifies things!

hbaulisch

Your explanation makes sense, now. Thanks!

This morning, at 6:02am, I "signed out" using the Sign in as a different user method.

At 8:33am, I attempted to "setup online" my Cobalt Checking account. I typed in my credentials. Again, I received the CC-503 Error.

Now, for my Cobalt Savings account, I attempted to "setup online" and used a copy & paste of my credentials from Cobalt's website. Again, I received the CC-503 Error.

So, Cobalt Credit Union can recognize and accept my credentials on their website and from my mobile app but, unable to verify the credentials from Quicken?

hbaulisch

Good Monday morning Quicken Anja ,

I checked with Cobalt Credit Union's IT department and they are not aware of any issues with Quicken connections since they performed their update of the online banking website in August 2024.

I continue to receive CC-503 errors when I attempt to setup my checking and savings accounts online.

This morning, I changed my password to Cobalt. Hoping that the change may prompt some sort of positive communication between Cobalt and Quicken. Unfortunately, I still receive a CC-503 error.

How do I go about getting Quicken Support to look into this issue? At present, we are not getting anywhere with troubleshooting efforts.

Quicken Jasmine

Hello @hbaulisch,

Due to the nature of this issue and the previous troubleshooting steps having failed, I suggest contacting Quicken Support directly for further assistance as an escalation may be in order.

The Quicken Support phone number can be found through this link here. Phone support is available from 5:00am PT to 5:00pm PT, Monday through Friday.

I apologize that we could not be of more assistance.

hbaulisch

Thanks Quicken Jasmine , I am on the phone with Support, as we speak.

Quicken Jasmine

Hello @hbaulisch,

Let us know how it goes!

hbaulisch

I will when I get an explanation. I might see a fix by Thursday or Friday (due to holidays). Escalation Ticket #11462696.