Unable to download Truist Bill Pay into Quicken

edwardsgw

I am using Windows 10. Truist Bank updated their Bill Pay over the weekend of 22/23 March. After my first one step update after that, all future bill payments voided, even though the bill payments are still valid based on reviewing my online banking. No bill payments have downloaded since then, not the previously scheduled ones nor the new ones. Have been on the phone with Quicken help and Truist help and neither were able to fix. This must be a Truist problem, since their were no changes to Quicken I'm aware of over that time, but hard to believe I'm the only one seeing this.

Quicken Kristina

Hello @edwardsgw,

Thank you for letting us know you're seeing this problem. The most likely reason for what you're seeing is if you are no longer connected via Direct Connect. To check this, please go to Tools>Account List. The Transaction Download column should show if each account is connect and which connection method is being used.

What does it show for your Truist accounts?

I look forward to your reply!

edwardsgw

Kristina,

There are two Truist accounts. One is showing Express Web Connect and the other is showing Direct Connect. Neither are getting Truist Bill Pay downloads since their update of Bill Pay the weekend of March 22/23.

We did extensive manipulation with one of the Quicken help desk folks on the account that is currently Express Web Connect, and some manipulation with the Truist help desk on that account, with no results. The account listed as Direct Connect has not been manipulated since the problem first occurred.

Just verified the problem continues, after downloading the latest Quicken update.

Gary

UKR

If the account used to be Direct Connect, you were able to use the old, traditional Online Bill Pay service which connected directly to the bank's Bill Pay service.
When using Express Web Connect, this feature is no longer available and you will have to begin using Quicken Bill Pay or Check Pay instead … unless you can somehow manage to reactivate the account using Direct Connect again.

Here's some more information, from my point of view …

If your bank (the one that runs your checking account) recently required you to reauthorize your checking account and/or your bank has changed from "Direct Connect" to "Express Web Connect" or "Express Web Connect+" you can no longer use Online Bill Pay direct to the bank. The bank or biller no longer supports this function through Quicken.

IMHO, you have these alternatives (in no particular order of preference):
1. Use Quicken Bill Manager's Check Pay making sure to submit payment early enough (at least 3 weeks before due date) to allow time for delivery and processing of a paper check. Note: limited number of free transactions per month.

2. Every month logon to the bank's website and, using the bank's Bill Pay service, schedule your bill pay payments to be executed by the bank from your checking account. In parallel to that, in Quicken use a regular Scheduled Reminder to record your payment. Repeat both actions every time another payment is due.

3. Bypass Bill Manager. Automate the process. Let the biller's (or credit card company's) computer system do all the work for you. Logon to the biller's website once and set up their Autopay, APS, Direct debit, etc. service to make the current payment and all future payments on Due Date directly from your checking account. In parallel to that, in Quicken, every month, record a regular Scheduled Reminder to keep track of your payments before they come due.

4. Write (or print with Quicken) a paper check and mail it to the biller, making sure to mail payment early enough (at least 10 days before due date) to allow time for delivery and processing.

I've been using method #3 for decades, since before the Internet and transaction download capabilities were even introduced. It's easy to get used to this process. And I have yet to miss a single payment.

edwardsgw

I don't understand why, until March 21st, I was able to use the Banks bill pay service and then do a one step update to enter those bill payments into Quicken and after that I was no longer able to do this. With no changes to Quicken, suddenly I was unable to do this.

Quicken Kristina

Thank you for your reply,

What is happening when you try to use the Bank's bill pay through Quicken? Are you seeing any error messages/codes? That may help track down what is causing the issue.

The account connected via Express Web Connect would not be able to do bill pay using the bank's bill pay since Express Web Connect is a one-way connection (downloads information into Quicken, but cannot send information back to the financial institution).

The account connected via Direct Connect should be able to, unless the financial institution changed something on their end or decided to no longer support it. Navigate to Tools>Account List, and click the Edit button next to that account. On the Online Services tab, check to see if bank bill pay is active. If it is active, it should look like the sample image below.

Thank you!