Quicken "We couldn't get information about Citi Cards/Citibank" message

dkabq

When I try to add a a Citi Cards or Citibank account, I get the following messages, respectively

"We couldn't get information about Citi Cards."

"We couldn't get information about Citibank."

How do I fix this?

Quicken Kristina

Hello @dkabq,

Thank you for letting us know about this issue. If you haven't already done so, the first troubleshooting step is to close your Quicken program, wait a few seconds, then open the program and test to see if the issue is resolved.

If the issue persists, then the next step is to log out of Quicken, then log back in. To log out, navigate to Edit>Preferences>Quicken ID & Cloud Accounts, and click the blue Sign in as a different user link.

In the confirmation window that comes up, type "yes", then click the Sign Out button.

Once Quicken finishes logging you out, it should bring you to the login screen. Log into your Quicken and test to see if the issue is resolved.

Please let me know how it goes!

dkabq

I went through the process. Still get the same error. :(

Quicken Kristina

Thank you for your reply,

Just in case this issue is being caused by something blocking communication, do you use an anti-virus program, VPN, or firewall? If you are, try pausing or turning off the anti-virus, VPN, and/or firewall, then test to see if the issue persists.

If that doesn't correct the issue, try resetting the Quicken Cloud. To do that, navigate to Edit>Preferences>Mobile & Web. If Sync is turned on, you will see a blue link the says Reset your cloud data. Click that link and follow the prompts.

If Sync is turned off, you will not see the link. To reset the cloud, you would need to turn Sync on, click OK, then navigate to Edit>Preferences>Mobile & Web again, click on Reset your cloud data, and follow the prompts. Once the reset completes, if you prefer having Sync off, go ahead and turn it off again.

Once the cloud reset completes, test to see if the issue persists.

I hope this helps!

dkabq

I turned off Windows Firewall and Windows Defender. No love.

I reset my cloud data. Again no love.

I checked and I get the "We couldn't get information about XXX. This account will be set up as a manual account." for any account I try to set up.

dkabq

I also get this error when I sync with the Quicken Cloud.

Quicken Anja

Hello @dkabq,

Thank you for following up after the instructions provided by @Quicken Kristina and we appreciate you bringing this issue to our attention.

At this point, we recommend that you reach out to Quicken Support directly for further assistance and possible escalation if they see fit.

We apologize for any inconvenience! Thank you.