Citi Double Cash card - why "Sign in to Citi Cards bank failed. Try again." Still????

JF73

I have seen a lot of forums on this, from over 6 months ago. Why am I still getting this error when trying to do the Online Setup in Quicken??

I tried different browsers: Firefox, Chrome, Edge. I tried disabling firewall, anti-virus software, and all browser add-ons. NOTHING WORKS.

When going through the steps in Quicken, I do get the email from Citi saying "As requested, Quicken now has access to your Citibank account information". However, Quicken just refused to connect!

Quicken Kristina

Hello @JF73,

Thank you for letting us know you're encountering this issue. Based on the screenshot you provided, it looks like you're trying to connect the account via Express Web Connect+ (EWC+).

If you haven't already done so, I recommend trying to connect via Direct Connect. To do that, first, backup your Quicken file. Then, deactivate the problem account. Navigate to Tools>Add Account. Search for Citi Cards. Click the blue Advanced Options link.

Click continue, then, when the next screen loads, select Direct Connect, click Next, and follow the prompts.

Note - If you see the "It's not your fault" error, you may need to navigate to https://citi.com/datamanagement to authorize the connection with Quicken, then go through the connection process again to connect your account.

Once you get to the Add/Link screen, make sure to carefully link the account to the correct nickname in Quicken.

Please let me know how it goes!

JF73

https://community.quicken.com/discussion/comment/20476446#Comment_20476446

Kristina, that worked in adding the account, however, One Step Update does not download transactions for the account, and it doesn't even give me an error anymore. It just doesn't download at all. I even authorized the connection with Quicken on citi's website. And THEN I even called Citi and had them delete my online account and set up a new one. Still same exact issue.

Quicken Kristina

Thank you for your reply,

To clarify, when you run One Step Update, does Quicken show 0 transactions downloaded, or does it claim there are transactions, but those transactions aren't visible?

If the account was previously connected, when was the last successful download?

How old are the missing transactions? Are they showing as Pending or Posted on the financial institution's website?

Thank you!

JF73

https://community.quicken.com/discussion/comment/20478355#Comment_20478355

When I run One Step Update, Quicken says "Complete" for the account, but shows 0 transactions downloaded. The transactions are showing on the Citi website, and they are from 02/12, 02/15, 02/17, 02/20, etc. They are showing Posted on the Citi website, not Pending. The account was previously connected, and I don't know exactly, but the last successful download was about 3 weeks ago.

Quicken Kristina

Thank you for your reply,

To troubleshoot, please follow these steps from this article on missing transactions/transactions not downloading:

1. Has the sort order been changed in the register? Confirm that the Sort Order in your account register is by Date; just click the top of the Date column in your account register. It's likely the transactions are in your register, just not where you thought they'd be.

2. Click the Reset button at the top of the register. This will confirm that there's no filtering in your account register.

3. Was the missing transaction incorrectly matched to another transaction in the register? This is common with repeating payments made to the same payee for the same amount.

4. Have any transactions been deleted recently? Transactions won't download again after being deleted. If a transaction was deleted in error, you can re-enter it manually (if there's a large group of deleted transactions, it may also be easier to restore a backup).

5. Was the transaction moved from one account register to another? Click on All Transactions in your account bar and search for the missing transaction. If you find the transactions in an incorrect account, you can move the transactions to the correct account: just select the transaction(s), right-click, and select Move transaction(s). Select the correct account and click OK.

If the troubleshooting above does not resolve the issue, then to help us investigate further, please provide 3 transactions that are posted on the financial institution side, but have not downloaded into your Quicken (Date, Payee, and amount), and send us logs by navigating to Help>Report a Problem and sending the problem report with logs attached. Doing so will allow us to check the logs to see if the financial institution is sending the information to Quicken or not. Note - If you are not comfortable putting the transactions in this discussion, then please put them in the description on the problem report.

Please let me know how it goes!