Various Errors with Truist

System

This discussion was created from comments split from: Quicken direct connect issue with Truist Bank.

Doug

I have three accounts with Truist … all of which have been fine until the past week or so. Now, I get different errors whenever I try to download transactions, pay bills, etc. I've talked to Truist, and of course they say call Quicken.

I've reset, deactivated, repaired files, answered "NO" to "have you changed your password lately. It will work (maybe) for a download or two, then … back to not working.

There's definitely something weird going on between Quicken and Truist. I have ZERO issues accessing my accounts online, and Truist says I'm all set up for Quicken on their end.

If anyone knows the answer to this issue, I'd appreciate some feedback. I realize my description is not specific. Neither is the connection status!!

Quicken Jasmine

Hello @Doug,

I have taken the time to further review the issues that you are experiencing with Truist, I can see that you are internally receiving an FDP-185 (CC-585). I invite you to attempt the troubleshooting steps below in hopes of resolving this issue. It is recommended to save a backup before proceeding (just in case). You can also follow this link to access those steps and to find more information.

Ensure you are on the latest release for your version of Quicken

1. Select Tools menu > One Step Update.
2. Click Update Now.

You can also check for an update by going to Help > Check for Updates.

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. Select Update Now.
   
3. Follow the on-screen instructions to complete the update.
4. Repeat these steps for each financial institution experiencing this error.

Visit your financial institution's website

1. Sign in to your financial institution's website.
2. Navigate to the page where you view your account information.
3. When you encounter the new web page that requires your response, fill out the requested information and dismiss the screen. If you have the option to not display the page or ask you again, select that option. If you do not, the error may continue to occur.

Note: Some financial institution websites may have this new security requirement located in your inbox or message center. 

Please let me know how this goes!

Doug

Thanks Quicken Jasmine. Some of the changes I had already made seem to have helped the situation a bit. What I'm now seeing is this:

If I do a One Step Update, I sometimes get the error with my Truist accounts and they don't update. If I then go to one of my Truist ledger pages (i.e.; Checking Acct, Savings Acct, MAD Acct) and click on the gear at the top right and click on "Update Now", the update for all three accounts occurs. That's what happened just a few minutes ago during my attempts to update.

In any case, I'm seeming to be able to make enough changes to eventually "force" an update on those Truist accounts. Not sure where the problem actually lies, but so far I'm working around it.

Thanks again. Merry Christmas!

Quicken Jasmine

Hello @Doug,

Thank you for reaching back out. I would love to assist your further and hopefully completely resolve these issues with your Truist accounts. You mentioned receiving an error sometimes when performing a One Step Update. Is this the CC-585 error as before? If not, could you please provide a screenshot of what you described seeing above? 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.

Thank you!

Merry Christmas to you as well!

Quicken Jasmine

Hello @Doug,

Are you still requiring assistance?

Let me know!

Doug

Truist is working ok at present … after many trials on my part. It still says there is a "better connection" (Direct Connect I presume), but when I try to change it, it fails. I'll stay with what I have for now. Maybe it'll miraculously heal itself in the new year.

Quicken Jasmine

Hello @Doug,

Thank you for coming back to let me know! Please don't hesitate to reach out with any further questions or concerns.

Happy Holidays!

Doug

OK Jasmine, I'm back! Happy Holidays.

I have been able to connect all three of my accounts with Truist through Quicken. However, it will NOT provide Express Web Connect as it does for other accounts. I have a checking account, a savings account and a money market account with Truist. For years I've had no issues, and was able to use bill pay with the checking account. I have reset all accounts multiple times … all at once and separately. I have deactivated and reactivated all three accounts … all at once and individually. No matter how I try, I get the three accounts to connect and link to my accounts, but in my account list for each of them it says "Yes", it's connected but "improve connection". When I go through the process to improve the connection I'm told that I need "Direct Connect". Yep! That's what I want! Then, I am asked to provide my Truist logon credentials, which I enter. Then, Truist asks for a code that I have texted to me. I enter the code, and complete the process. I then get a message that says "Sorry. We encountered an error. (It's not your fault.) Quicken is having trouble connecting to Truist Online Bank." Then it asks if want to enter manually (NO!) or start over. I've been through this process at least a dozen times over the past week, and still can't get the right connection to Truist. I have a connection that downloads transactions, but does NOT allow me to pay bills through the linkage … an ability I've had for years.

Using Quicken Classic Premier, R60.15, Build 27.1.60.15 on a Windows 11 PC. Any help will be appreciated.

Doug

One other Truist/Quicken quirk I just noticed:

I just did a "One Step Update for multiple accounts, including 3 Truist accounts. Prior to doing this, I went to my Truist account online and initiated a transfer of funds from one account to another (both in Truist), and I initiated a Zelle payment out of my checking account at Truist. During my One Step Update, I noted a "red flag" beside the two Truist involved in the above online transactions. It would stand to reason that the download in Quicken would show the transfer and the Zelle payment. In a heartbeat, the two red flags disappeared from the screen. When I looked for the downloaded transactions, there were none. After the download, I saw that 3 Truist accounts had been successfully checked.

There's definitely something not right between Truist and Quicken. Truist says all is correct on their end. Of course, the normal finger pointing has begun. PLEASE let me know that SOMETHING is being done to ferret out the issue. I've got an annual payment to Quicken coming up very soon, and I need to decide if my pain is worth the gain. I've LOVED having Quicken for at least 30 years! Please make it worth my while to continue to use it. Thanks.

Quicken Jasmine

Hello @Doug,

I apologize for my delayed response. Which instance are you attempting to connect to (see screenshot below)?

Let me know!

Doug

Yes! Truist Online Banking. It may work for a minute, but then fails again.

Quicken Kristina

Thank you for your reply,

When the connection fails, what error message/code are you seeing? If there is no error, then what is happening?

You mentioned that you've tried connecting via Direct Connect by clicking the "improve connection" link, and that fails. Instead of using that link, please backup your file, deactivate your Truist accounts (if they're currently connected), then go to Tools>Add Account and search for Truist. Select Truist Online Banking and click the Advanced Options link.

Then, select Direct Connect.

Click next and follow the prompts. Assuming you are able to successfully connect, please make sure to carefully re-link your accounts to the correct nicknames in Quicken.

If you are not able to successfully connect, please provide exact details on where in the process you're encountering issues. Screenshots of any error messages/codes you see would also be helpful.

Please let me know how it goes!

Doug

OK. I deactivated all three Truist Online accounts and followed your instructions. When I tried to connect, I got a "Sorry. We encountered an error. (It's not your fault". I gives me three options:

Try again now

I'll visit …and download transactions myself

I'll enter transactions manually

(Above choices are abbreviated for brevity!) If I choose Try Again Now, it goes back to the same error. No help.

I've really tried everything I know. I'll keep trying, but let me know if you have any further ideas. If it's not my fault, then whose fault is it!!?? All I want is to get back to where I was previously for a lot of years.

Doug

OK, Quicken Jasmine!!! I've gone out on my own and have a connection … sort of!!

I went back through the process of deactivating all Truist accounts. When I did Add Acct, I chose "Truist Bank" instead of "Truist Online Bank". Interestingly, there are TWO "Truist Bank" choices. They each show different "logos". I chose the one with the logo that is one I'm familiar with … the second of the two "Truist Bank" choices.

When I completed the process, it found all three of my accounts, and I "linked" them to the correct accounts. It shows they are connected with "Express Web Connect". After this, I closed Quicken, and then re-opened it. I did a "One Step Update", and (although there were no new transactions), the update was successful. So … maybe "Truist Online Bank" is incorrect????

Once I was at that point, I tried to set up a payment in my Quicken register for Truist checking as I've done in the past. I tried typing the word "Send" into the Check # column, but it was not available as a choice. I then tried to enter "online transfer" … which also is not available. Apparently, I need Direct Connect to make these actions work. However, the "advanced options" link you mentioned above is not available under "Truist Bank" as it is under "Truist Online Bank". This is maddening! I'm totally confused.

Doug

Next step: I have just spent 45 minutes on the phone with two reps from Truist. They tell me that the only way to have Direct Connect (needed to pay bills and transfer funds through Quicken) is to pay a fee of $7.95/month. I've never done this in the many years I've used Quicken and Truist (formerly BB&T). Jasmine, can you confirm that there's no way to get Direct Connect from Truist without paying the fee? I was not notified of this change, and can't find anyone at Truist who seems to get the issue. If I have to open new accounts with another bank, I'll do that. Is there ANY way through Quicken that I can get Direct Connect with Truist? I can't find one.

Michael Routhier

I'm having similar problems with Truist. All of my other banks are working fine. Just Truist. I've had no problems with SunTrust/BB&T/Truist for many many years. Over the past 3-4 weeks, I'm having a 20%-30% success rate when trying to connect with Truist. What is going on here? I'm on the latest version of Quicken, which I show as R60.15. While this may be a Truist error, what am I supposed to do when Truist tells me just to try again later? Can't Quicken apply some pressure on Truist if that is indeed where the problem is? I have multiple bank accounts and a loan account with Truist. I'm stuck, frustrated and it's driving me crazy! Quicken - what are you doing about this? Please don't ask me to do basic stuff like reset my account, reboot my computer, check for updates with Quicken…..I am WAYYYYYY past that. This deseres attention please.

Doug

Michael,

I have now found FOR SURE that Truist now charges ($7.95/month) to have a Direct Connect connection to Quicken! If you go to your online Truist account, then click on "Profile", then "Preferences", then "Settings", then scroll down a bit, you'll see Quicken/Quickbooks. For a while, I saw on mine the option to register a data file in Quicken … which didn't work. After much trying, I called Truist who told me that my Direct Connect had been canceled, and that I could pay a fee and "re-connect" … OR, I could use Web Connect for free. Of course, with Web Connect, I can only download transactions after they occur. I can no longer enter payments directly into Quicken and "upload" them to Truist for handling, nor can I do online funds transfers between my Truist accounts. For now, I'm doing my bill paying on the Truist website and "duplicating' those actions in Quicken. When the transaction finally clears, it downloads from Truist to Quicken during a "One Step Update". This is NOT what I need, and I am actively looking at finding another bank (one that does NOT charge for Direct Connect!) so that I can appropriately manage my finances. My fear is that … like the airlines who charge extra for every little thing … the greedy banks are doing the same thing. I don't know how much longer any bank will offer free Direct Connect.

Hope this sheds some light on the issue with Quicken/Truist.

davidm563

Doug - Truist/BB&T has been charging $7.95 since they allowed bill paying and I have been using them for over 20 years. That being said, if you have enough money deposits with them or a mortgage of a certain amount (not sure what either is) then the fee is waived. You might look back in the documents to see if you can find it. My understanding is that almost all banks will charge for the ability to pay bills from Quicken but that could have changed over time.

davidm563

Michael - I was having the issue with connection to BB&T. I disabled all BB&T accounts and deleted the bank and number on each account. Then I went into BB&T to my preferences and clicked the button to confirm again that I wanted to allow outside connections (I forget the button name but the same process to allow an outside connection). Then I used the add new account in Quicken and selected BB&T online bank and if gave me a error to try again. I did this one or two times and it finally worked. I have been using it for 3 days now. One day I did get a failure but just went into BB&T and updated from the account and it worked. Hope this helps.

Martyn Wheeler

I think I discovered the issue, at least it worked for me. By default, qw.exe is not opened up through the Windows Defender firewall. As soon as I opened that up, not only did Truist work, but my other (Express Web) updates completed in the blink of an eye instead of taking a while. So not Quicken, not Truist, but Microsoft.

Martyn Wheeler

Or not… the firewall fix worked beautifully for a while, and now it's back to the same old issues. I'd say it was getting ridiculous, but it passed "ridiculous" a long time ago.

Quicken Kristina

Hello @Martyn Wheeler,

I'm sorry to hear the issues have returned. So that we can better assist, please provide more information. What exact issues are you encountering? Are you seeing any error messages/codes? If not, please describe exactly what is happening.

I look forward to your response!

Martyn Wheeler

Having said that, it's working perfectly again now. I guess that was just a transient situation — I hope so! Thanks for your response!

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear it's working correctly now!

If the problem returns or if you need further assistance, please feel free to reach out!