Misleading connection error message from Financial Institution

Mike Duncan

I am running Quicken Classic Premier, version R61.21, Build 27.1.61.21 on Windows 11 Home, Version 24H2.

For the past few days, Citi Cards has been reporting in Update Summary

"Connections are blocked from $scheduleStartDate $scheduleStartTime EST to $scheduleEndDate $scheduleEndTime EST.
You'll be able to reconnect after this time"

I did a Reset Account to try and fix it and was informed that I needed to re-authorize Quicken's access to my Citi Card accounts. When I completed the authorization process, I got a connection to all my Citi accounts and was informed that a download of a large number of transactions was completed. Quicken handled these old transactions correctly, and everything seems to be working correctly.

My issue is that a re-authorization is a regular requirement of the Financial Institutions, but their error message in the Update Summary is not appropriate, if a re-authorization is what they wanted me to do.

Additional information: Same thing happened with my American Express accounts when I finished fixing Citi. But in this case, at the end of the authorization when American Express handed back to Quicken, I got a Connection Failed message. But I noticed you are reporting a problem with American Express at this moment, so it probably explains why the re-authorization does not complete.

Attaching screen print of the Update Summary error message from American Express.

Update summary error message.pdf

Quicken Anja

Hello @Mike Duncan,

We appreciate you bringing this issue to our attention!

I reviewed your account internally and can confirm that you are experiencing an error with American Express that has been identified as a known issue. It has been escalated to our internal teams, though we do not have an ETA for resolution at this time. While the investigation is ongoing, please refer to this Community Alert for the latest updates and available information.

We apologize for any inconvenience in the meantime! Thank you.

Quicken Anja

Hello again,

The alert I previously shared has now been marked as resolved. Could you please confirm whether the issue has been resolved on your end as well, or if you are still experiencing it?

Looking forward to your update! Thank you.

Mike Duncan

I can confirm that access to my Citi Carrss and American Express accounts is working correctly.

I trust that you will pass on to your Developers the issue of how the need to re-authorize is being communicated in a weird way.

Quicken Anja

@Mike Duncan Thank you for confirming! Glad to hear it is working now.

And yes, our development team is already aware of the yellow box error you were receiving and is looking into it as this is occurring across multiple financial institutions.

Thank you!

rjsle1

I am having this issue too - with both Citi and AMEX. Please explain how I can resolve the errors that are appearing.

Mike Duncan

As I explained in my original post, Resetting the Account will start the process which fixes the problem. Hear are the details on how to start that process if you are not familiar with the location of this feature.

1. Open the Accounts List (icon on the Toolbar or the menu item Tools > Account List).
2. Select the account you are needing to work with and click the Edit button.
3. Select the Online Services tab, and you will see the Reset Account button on the right hand side of the window.

When you start the process, you will be transferred to the web site of the Financial Institution where you will grant Quicken access to the accounts that you choose. For security, the banks will have this permission expire after a certain period and will require you to re-authorize Quicken's access.

The issue I was reporting was the way that Citi Cards and American Express were telling you that you needed to re-authorize. An understandable message could be placed in the One Step Update Summary for that Financial Institution (like "You need to re-authorize Quicken's access to your accounts"), but they have only passed on the error status, in language that a programmer might understand.

"Connections are blocked from $scheduleStartDate $scheduleStartTime EST to $scheduleEndDate $scheduleEndTime EST.
You'll be able to reconnect after this time"

Quicken user (who are mostly humans!) would appreciate being given some understandable guidance to fix the issue.

rjsle1

Thank you, Mike, for the explanation. Went through the steps and worked like a charm. That message stating "Connections are blocked from …" was very confusing and unhelpful.

GW123

Thank you for the explanation. I had the same issue with AMEX and Citi - now working after resetting.
What's going on with Citi though? I went thru two prior reauthorizations in less than a month.

Quicken Jasmine

https://community.quicken.com/discussion/comment/20479061#Comment_20479061

Thanks for sharing!