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American Express - no errors but new accounts not pulling

mrputtputt

I am on Windows R61.21 version and 27.1.61.21 build. At least the Amex savings sync'ed and downloaded a transaction. Oddly a new account is showing even after trying a few days later and into this week when trying to add new accounts under American Express. I rest on other CD and now that doesn't sync either and when trying to add new accounts choosing American Express, they're not getting pulled at all. Both are CDs and only my savings and the Amex credit card show but I don't need to link it since it exists already.

This seems to be different from other posts and alerts. I get no error codes; it just will not pull up the CD accounts.

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Quicken Jasmine

Hello @mrputtputt,

Thanks for bringing this issue to our attention!

I took the time to review the internal error that you are experiencing and can see that you are receiving an FDP-350 with your CitiBank account(s). This message occurs when your security token has expired, and you need to reenter your account credentials.

To resolve this issue: You will simply need to click Reauthorize, then follow the on-screen prompts to sign in and reauthorize your accounts.

If the issue persists: In some cases, the financial institution limits connectivity to avoid excess traffic. This can lead to the reauthorization process not resolving the issue. If this occurs, try completing the process again at a later time.

I hope this helps!

mrputtputt

Hi @Quicken Jasmine

Where would I need to re-authorize? I went to the gear icon next to the reminders button, selected edit account details and there was no option there. I also went thru the route of edit account details and reset account and followed the prompts, but that didn't work. Then I did the deactivate account and then set it up but that didn't work. Deactivating the account for one of the CDs basically did not recognize it on download anymore. So every 4-5 days, I would click on the "+" sign to add a new account in hopes it would be recognized that way after going in and authorizing. I do get the American Express page asking me which account I authorize Quicken to access and I select all accounts.

Going thru that route, only 2 show and no option is possible for actions. It defaults to "don't add to quicken" since it notices and links the accounts already, but nothing for the CD that went MIA and the new one not showing up.

PS I'm not getting any error screen indicating FDP-350, at least not like old ones that start with CL (I think it was CL).

Quicken Kristina

Thank you for your reply @mrputtputt,

Sorry for the delayed response. For some reason, we never received notification that you responded.

To answer your question, often, with FDP-350 errors, you get a window prompting you to re-authorize. Based on your response, it sounds like you're not seeing this prompt at all, so you wouldn't see a reauthorize button.

I can see that you recently tried re-adding your American Express accounts. Did that help at all, or are you still unable to add the CD accounts?

I can see that you contacted Support yesterday. It looks like they had you attempt to connect in a test file, and the accounts couldn't be added in that test file either. Is that correct?

I can see that they recommended contacting American Express. Have you spoken to American Express about this issue?

Thank you!

mrputtputt

sorry for delay also @Quicken Kristina . I can't figure if there are email notifications when a response is done.

I called Quicken Support and did a screenshare with a support eng. We did the copy feature to test reconnecting. The results were the same on the original quicken file - 2 out of 4 sync. Support engineer mentioned it's on the Amex side that's the problem and to contact them why 2 CDs aren't synching.

Amex has a faq that says savings (most likely including CD) aren't sync but that's inaccurate too. One of the CDs was synching before and I only disabled it since prior, I managed to get another account from same banking institution back by doing that. I just managed to use the CD vs. the savings. Amex support said same as FAQ on phone but can't explain why my savings syncs with my Amex blue card. And the older CD did too until I disabled it.

I just gave up at this point. it's only savings account and not even worth downloading quicken file from Amex vs. manual entry. Something changed somewhere and not sure where else to go. But not a world -ending problem for me as it is more annoyance why 2 out of 3 savings type accounts won't sync.

Quicken Kristina

Thank you for the follow-up,

I'm sorry to hear that neither support had a solution to the issue, other than a FAQ saying it's not supported. Quicken does have a process for adding a CD as a Security. That may be a viable way to track the CD accounts, but it would likely still require you to manually update. For more information, please review this article: https://www.quicken.com/support/how-add-certificate-deposit-cd-quicken-security-list/

Thank you!