Problem authorizing Citi cards transactions downloads

MeToo

Quicken Classic Premier. R62.16 Build 27.1.62.16 on Windows 11 Pro system.

For some reason, two of my Citi cards accounts are not downloading transactions anymore while another Citi card account at the same bank is downloading transactions simply fine.

Looking at the issue, I noticed that the two accounts that are not receiving transactions anymore are not set up for online connection with Citi. This is strange because I didn’t change anything to the online connection for these accounts and the other account that is working is indeed set for Express Web Connect+. And all the 3 accounts were receiving transactions until recently.

Then, for the accounts with no connection, if I select “Setup Online” in the setup menu at the top right of the account tab, the “Add Account” pop-up window opens up:

I select “Continue” and the “Activate One Step Update” pop-up window opens and asks me to sign in to my Citi account to authorize access to my Citi accounts:

I click “Sign In” and the Citi login page opens, and I can login successfully. I’m then directed to the Citi accounts access authorization for the 3 Citi accounts, I select the 3 of them and click “OK”. No screen shot for privacy reasons but the Citi page then posts the following screen confirming that my 3 accounts have been authorized successfully and to return to Quicken to finish:

The issue is that Quicken is stuck with the “Activate One Step Update” Citi sign-up pop-up for minutes and then finally tells me that “Sign in to Citi Cards bank failed. Try again”:

This is incorrect as indeed I was able to connect to Citi and successfully authorize access to the accounts. And, if I login to my Citi account, I can see that my 3 Citi cards accounts are authorized for access by Quicken and the date/time stamp match the date/time of my sign up and authorization through Quicken. I also received an email from Citi telling me that I authorized access to the accounts by Quicken.

I tried several times these steps with no success. Any idea what is going on? Any help will be very welcome.

Thanks in advance and have a wonderful day.

Quicken Jasmine

Hello @MeToo,

Thank you for the detailed explanation and for bringing this issue to the Community.

Since it sounds like the authorization with Citi is going through but Quicken is still failing to complete the connection, please submit your logs so I can review the internal connection attempts and errors more closely. You can do this by going to Help > Report a Problem within Quicken, including a short description, and making sure the box to include log files is checked before submitting.

Looking forward to helping you get this resolved!

MeToo

Thanks Jasmine. I just reported the problem using your instructions and included the logs and screenshots. Please let me know as soon as you have a solution or you need additional information.

Have a wonderful day.

Quicken Jasmine

https://community.quicken.com/discussion/comment/20486095#Comment_20486095

Thank you. I truly appreciate it. Please allow me some time to investigate and review the internal errors further.

I hope you also have a wonderful day!

Quicken Jasmine

Hello @MeToo,

Thank you again for submitting your logs and for the detailed description of the issue.

I’ve reviewed the internal errors, and I can confirm that you're encountering an FDP-350 error with your Citi Card accounts. We currently have an active alert open regarding this issue:

🔔 New 4/10/25 Citi Retail Cards FDP-350

We recommend bookmarking that alert page for the latest updates and resolution status as our team continues to work with Citi on this matter.

Thank you for your patience!

MeToo

Thanks Jasmine. So it is not a cockpit error as I'm not the only one having this issue. Hopefully a solution will be avaliable quickly as it is a pain to create a qxf file from the Citi account and then importing it from inside Quicken. So much easy to just download from the Quicken account😀