Citi Accounts Not Updating

TheBobster

I have two Citi Mastercard accounts, and neither has updated for several days. I get the message "Citi Cards is reporting connection issues… We are investigating the issue." I use Express Web Connect+. Is anyone else having a problem? It began about the time I added the second card. They both updated for a few days but then stopped.

Quicken Anja

Hello @TheBobster,

Thanks for reporting this. I’ve checked your Citi accounts on our end, and there are no internal errors showing.

To help figure out what’s happening, could you provide a screenshot of the error message you’re seeing when you try to update your accounts? If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments.

This will help us pinpoint the issue and determine next steps.

Thank you!

TexMike

The name problem is happening to me. For about 4 or 5 days I have not been able to connect to my Citibank Mastercard, There is no error code. I get as message "Citibank is reporting connection issues. The associated accounts can't update right now. We are investigating the issue." See screen shot.

Citibank_2025-09-18.png

TexMike

Screenshot

Citibank_2025-09-18.pdf

Quicken Anja

Hello @TexMike,

Thanks for chiming in and sharing screenshots for this!

Several users in the past few months have reported that the steps below have resolved this error for them:

1. Run One Step Update (OSU) first to see if the issue resolves.
2. If the issue persists, close Quicken
3. Using Windows File Manager to rename the runtime.dat file located at: 
   C:\ProgramData\Quicken\Inet\FILENAME\ where FILENAME is the name of your current Quicken data file, e.g. My Quicken Data 2024 as seen in the image below. There usually is an \Inet\… subfolder for each Quicken data file in existence.
   • (For example, add a 1 at the beginning of the file name so it reads 1runtime.dat.)
4. Start Quicken and run One Step Update again to check if the problem is resolved.
5. Close and restart Quicken to ensure changes take effect.

📌 Note: The ProgramData folder is hidden by default. If you need help accessing it, Microsoft's support site has instructions on how to unhide folders.

Additionally, this is also considered a known issue, particularly with Citi, and has been escalated internally. To assist in our investigation, please provide the following and let us know once you have done so, so they can be added to the open ticket:

• Logs (Help > Report a Problem)
• Screenshots (excluding personal data)
• A sanitized copy of your Quicken data file (with personal details removed)

Thank you!
(CTP-14158)