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Citibank Connection Issue

brdannelly

I have a new credit card at citibank and I'm trying to update my existing citibank connection in Quicken. THe old card is recognized as closed but it will not find my new card. The Citibank website shows quicken as a connected app and the new card as authorized to download. Please help someone.

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Comments

Quicken Kristina

Hello @brdannelly,

Thank you for coming to the Community to let us know you're encountering this issue. To help troubleshoot this, please provide more information. Is this a replacement credit card sent out after unauthorized charges? Is the old account still connected in your Quicken file? You can check this by navigating to Tools>Account List and looking in the Transaction Download column to the right of the problem account. If you see the word "yes", then Quicken thinks it's still connected.

If this is a replacement card and the old account is still connected in your Quicken, then please backup your Quicken file, then deactivate the old account. Once the old account is deactivated, navigate to Tools>Add Account and follow the prompts. Once you're at the add/link screen, you can either link the new card number to the old account or add it as a completely new account, whichever you prefer (typically, replacement cards are a new card number, but still tied to the same account with the same transaction history).

Note - If you add it as a new account, there may be some overlap between recent transactions from the old account and the newly downloaded history in the new account. You may need to delete any transactions that show up in both accounts.

I look forward to your response!

brdannelly

Thank you, yes this is a new card after unauthorized charges on the prior card.

The old card shows as deactivated for online banking but it is still an open account. (I haven't used the close function). When I use the Add account function, Citibank sign on appears it shows the new card, I selected it and it is approved, then it returns to Quicken to say "Sorry the sign failed due to a connection error or timeout". Nothing seems to work?

Brent

Quicken Kristina

Thank you for your reply,

To clarify, you successfully complete the authorization through Citi's website, but Quicken isn't getting the message and throws a connection error timeout message? Are you seeing this message instantly, or does it take a few minutes before you see the message?

This error is often caused by something interfering with communication between the financial institution and Quicken while going through the authorization process. Which web browser are you using?

Do you use a VPN? If so, please try turning it off while connecting/authorizing your account.

Do you have any browser plug-ins/extensions, such as an ad blocker or pop-up blocker installed? If so, please try pausing those extensions while you are connecting the account.

If the above doesn't resolve the issue, try temporarily setting a different web browser as your default, then going through the connection/authorization process using that alternate browser. Note: Please do not use Brave browser or DuckDuckGo, since they are known to not work well when connecting/authorizing accounts in Quicken.

Please let me know how it goes!

brdannelly

message on quicken pops up in 5 secs. Yes I have a VPN but it is turned off, no broswer plug ins. Tried your suggestions …(used chrome as opposed to Edge) ….same result…error message can't connect. ??

Quicken Kristina

Thank you for your reply,

Do you use an anti-virus? Some anti-virus programs have a feature that automatically moves online sessions considered sensitive, such as banking sessions, to a custom browser. If you have an anti-virus with that feature, you may want to turn that feature off or pause it while connecting/authorizing your account.

It is also possible that a firewall is blocking communication. Do you use any firewall other than Windows Defender?

Thank you!

brdannelly

I use Norton 360 but have always used it. Yes.. I have Windows Defender but it says managed by Norton 360.

I'm lost of what else to do. Quicken Help even had me delete Norton and try and it still won't work for Citibank. I tried to add an account on another existing Bank in Quicken where I have accounts and had no issue connecting to that Bank. Is there a broader issue with Citibank being reported? Thanks again..

Quicken Kristina

Thank you for your reply,

Norton 360 does have a VPN that they recommend you turn on. Is that VPN turned on? If so, please turn it off and see if that resolves the issue.

If turning it off doesn't resolve the issue, or if it's already turned off, then please try refreshing your registration token with Quicken by logging out of Quicken, then logging back in.

To log out of Quicken, please navigate to Edit>Preferences>Quicken ID & Cloud Accounts. Click the blue Sign in as a different user link.

In the confirmation window, type "yes", then click the Sign Out button. Once Quicken logs you out, it will bring you back to the login screen.

I hope this helps!

KenVolvo

This worked for me. Clicked sign in as a different user and went through the prompts at Q and Citi and all is well. Thanks, finally got the right answer.

Quicken Kristina

Thank you for joining the discussion @KenVolvo,

I'm glad to hear that logging out and back in again resolved the issue for you!

If you need further assistance, please feel free to reach out!