CitiBank "Records Don't Match" message

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edited July 2 in Errors and Troubleshooting (Windows)

This discussion was created from comments split from: Still having Issues with Citibank Connection....

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  • dbuscaino
    dbuscaino Quicken Windows Subscription Member

    I am experiencing the same problem when trying to authorize my Citibank account, I get the message - Records Don't Match - One or more of your entries doesn’t match our records. Please visit Citi Online to update your account". I can login directly to my Citibank account so I know all the information is correct. Another interesting note is that I have 2 citibank accounts, and one of them authorizes correctly. Any suggestion?

  • Morning Glory
    Morning Glory Member ✭✭

    I am having the same problem. I have gone so far to change my username and password hoping that would work. It didn't. So now I am exporting my account transactions to load into Quicken. Now that don't even work. The file is exported to my PC. When I open the file, I get the selection of create a new account or link to an existing account. I select link to existing account and in the dropdown window I select my Costco account. I get error OL-362-A

    Screenshot 2025-05-10 093546.png
  • Quicken Jasmine
    Quicken Jasmine Moderator mod

    Hello @dbuscaino and @Morning Glory,

    Thanks for reaching out, we apologize for the delayed response.

    Are you still experiencing this issue with CitiBank?

    Let me know!

    -Quicken Jasmine

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  • dbuscaino
    dbuscaino Quicken Windows Subscription Member

    Yes, I have tried repeatedly over the last week and get the same results.

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    edited May 19

    Hello @dbuscaino,

    Thanks for letting me know.

    I was able to review your recent connection status updates with Citibank, and they are appearing as "ok". Due to this, could you please send over a problem report that includes your log files and screenshot(s)of the error message? You can do so by navigating to Help > Report a Problem.

    Please let me know once you have done so!

    -Quicken Jasmine

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  • dbuscaino
    dbuscaino Quicken Windows Subscription Member

    Okay, Great. I sent the problem report with an attached screen shot.

  • Quicken Jasmine
    Quicken Jasmine Moderator mod

    Hello @dbuscaino,

    Thanks for sending the problem report!

    After further review, I can see from 5/23/25 that there were failed connection attempts due to access being denied by the financial institution (Citibank). Because of this, I recommend contacting Citibank directly for further assistance. I do also suggest that you request to speak to their banking or aggregation departments as they are generally more familiar with third-party applications such as Quicken.

    I apologize that I could not be of more assistance.

    -Quicken Jasmine

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  • Quicken Jasmine
    Quicken Jasmine Moderator mod
    https://community.quicken.com/discussion/comment/20492096#Comment_20492096

    Just checking in!

    -Quicken Jasmine

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