CC592 with Citi Personal Wealth Management FYI

Sherry

Spent 2 hours with Quicken help today. Then I called Citi PWM and was told that they are aware of this error and will not be able to fix the connection issue between Citi Personal Wealth Management and Quicken until sometime in the first quarter of 2025.

NotACPA

[Removed - Disruptive/Unhelpful]

Quicken Jasmine

Hello @Sherry,

I truly do apologize for the experience that you have had with Quicken Support, I took the time to look further into this issue as well as your separate interactions with Quicken Support from 10/2/24-12/4/24. While we do have an alert for a CC-592 with Citi, it is for a Citi instance different from the one you are using. Our current alert is for Citi Bank and Citi Cards, you have your accounts connected using the Citi Personal Wealth Management instance. I am unsure on what troubleshooting you have tried so far, however, I would like to run through a few different steps to see if we can resolve this.

There is a Support Article regarding this error message and I would like to start with those troubleshooting steps, which I have put below. It is recommended to save a backup before proceeding (just in case). You can also access this FAQ directly here.

Quicken is unable to update your account because your financial institution is using an unsupported authentication method. Quicken supports most authentication methods used by financial institutions, but some institutions use unsupported methods. You may need to deactivate or change the secondary authentication method in use on their website before Quicken can update your account.

Refresh your online account information

1. From your account register, select the Actions gear icon at the very top of your register (Ctrl + Shift + N).
2. Then select Update Now.
3. Follow the on-screen instructions to complete the update.
4. Repeat these steps for each financial institution experiencing this error.

Deactivate or change the secondary authentication method

1. Log in to your bank's website and locate the setting that specifies the secondary authentication method in use for your account.
2. Deactivate the secondary authentication method, or change it to something else, such as "security questions" (if available).
3. Restart Quicken and try again.

Update your account manually

1. Log in to your bank's website.
2. Navigate to the download page and click download to Quicken.
3. Navigate to the transaction history page.
4. Follow the on-screen prompts to update your accounts.
5. Enter the new transactions manually.

Let me know how this goes!

Sherry

I tried all of this with Quicken support today except manually updating. It did not work. I will not use download manually. That will tortally mess up the account for when the connection issue it solved. And if I did add the transactions manually I would have to guess what date I need to start from. I would wind up with hundreds of duplicate entries.

Citi Personal Wealth Management is working on it. They know about it. There is nothing that Quicken can do until Citi gives Quicken the information needed to fix the issue.

Citibanks's site allows a connection to Personal Wealth Management which is on a different server. I can access all my Citibank accounts on one webpage. This includes checking, savings, credit cards, and my investment accounts even though some are on different servers. All use the same login. I imagine that this makes it complicated for Quicken.

Quicken Jasmine

Hello @Sherry,

I understand.

Next, I would like you to try these troubleshooting steps located below. Again, it is recommended to save a backup before proceeding.

1. Go to the Citi Bank Website.

2. Remove option "Enable 2 Step Authentication"

3. Attempt to add and link accounts again in Quicken

4. On the Citi Bank website, Go to More Settings and select "Add Access".

Please let me know how this goes!

Sherry

This was done today. Did not work.

get

[Removed - Off Topic]

Quicken Jasmine

Hello @Sherry,

I am still looking further into this issue for you and gathering more information. I will update this thread once I know more.

I do apologize for any inconvenience caused.

Quicken Jasmine

Hello @Sherry,

This issue is currently being investigated, however there is no ETA at this time.

Thanks!

(CTP-11628)