Unable to deactivate account because non-existent transactions need to be reconciled

KarlaD

have followed other articles and it's not resolving

Quicken Anja

Hello @KarlaD,

We appreciate you reaching out regarding this issue!

Before beginning any troubleshooting, please save a backup (just in case).

To start with, please right-click the account experiencing this problem in the Account List sidebar and select Edit/Delete Account. Then, navigate to the Online Services tab and check if "Automatic entry is: ..." is set to On or Off (see below).

Please click on it and select the opposite choice of what is currently selected. If it is set to "No - Never...", please switch it to "Yes - Always…" or vice versa (see below). Doing so should allow you to deactivate the account without getting the error message again. You can switch this setting back after reactivating the account.

Once that is done, attempt to deactivate the account. If needed, please follow the steps found in this support article to deactivate. Once deactivated, please reactivate through Add Account, by navigating to Tools > Add Account..., search for your Financial Institution name, and follow the prompts to connect. Once your account(s) have been found, link to the existing account(s) you have already set up in Quicken.

Let us know how it goes!

KarlaD

I have followed all of those steps as well as the other knowledge articles. It makes the red flag go away but it doesn't resolve the blank transaction in Online Center that is blocking the account deactivation.

I've run the Validate and Repair option too and no errors are shown.

CaliQkn

@KarlaD I took a look at your other comment in a different post, and it looks like you have tried some troubleshooting steps including making a copy of the data file. If that didn't work, then your options are limited. You also didn't say whether or no you plan to reactivate the account with Citi Cards.

Go to the Online Center and click on "Options" while holding down the Ctrl and Shift keys. You will see a troubleshooting menu.

Click on "FI Action Required". You will then see a pop-up box with a listing of your financial institutions. Highlight "Citi Cards" and then click on "Refresh". See if that makes the transaction entry go away.

If that doesn't work, then click on "Refresh Online Transaction Info" and then locate the account with Citi Cards and then check all the refresh options and click "Refresh"

If that doesn't work, then you could create a new offline CC account and move all transactions to the new account and delete the old account.

https://www.quicken.com/support/move-transactions-between-quicken-accounts/

After you delete the old account, be sure to do a file validate. If you don't plan to reactivate the account with Citi Cards or have and have no other accounts with Citi Cards, then you can go back into Online Center (FI Action Required) and delete "Citi Cards".

KarlaD

Thank you for the response! The "FI Action Required" steps didn't resolve the issue either so I ended up creating a new account and moving the transactions. What a painful process due to a software glitch - please let me know if there's ever a resolution. I keep historical records so I need the accounts to be available.

CaliQkn

@KarlaD - glad the fix worked for you. Your situation was unique so who know how it happened or if it will happen to anyone else, but maybe a easier fix will be found down the road.