Online services for Chase Account

Question

My Chase cc account stopped downloading transactons so I tried to reauthorize it.  Now it is not connected and I cannot set it up for online services.  I have tried both "set it up now" in the Online Services tab and "Tools > Add Account" but either way it says "We couldn't get information about Chase".  The Quicken data file is stored on my local hard drive.  I am not using a VPN. I have tried temporily disabling the anti-virus with the same result and there have been no recent system updates.  Any help will be appreciated.

UKR · Answer

If you haven't done so already, I'd say it's time to contact Quicken Support on the phone during posted hours of operation and request help. Let them do a screen share session with you to review the situation on your computer, to determine the nature of the problem and to figure out how to fix it.

edfroncz · Answer

None of these solutions work.  I am ready to cancel Quicken and go somewhere else

The Keeper · Answer

See if these steps are helpful but before starting make sure you have performed a backup.

Step 1: Verify Chase’s Connection Method

* In Quicken, go to Tools > Account List (Ctrl+A).
* Find your Chase credit card and click Edit > Online Services.
* If it shows “Chase – Bank,” click Deactivate if active.
* After deactivating, click General tab and make sure the Financial Institution and Account Number fields are blank — if not, delete their contents manually and click OK. (This ensures no remnants of the old connection remain.)

🧹 Step 2: Clear Saved Credentials

* Go to Edit > Preferences > Quicken ID & Cloud Accounts.
* Click Sign in as a different user → type yes to confirm → sign back in with your Quicken ID.
(This forces a refresh of Quicken’s cloud tokens.)
* Next, go to Edit > Preferences > Quicken Password Vault and delete any saved Chase entries.

🌐 Step 3: Reconnect the Account Properly

* Go to Tools > Add Account > Credit Card.
* Type Chase and select Chase (not “Chase Card Services” or similar variants).
* Follow the on-screen prompts — this should open a secure Chase authorization webpage in your browser.
* Log in to Chase, grant access to Quicken, and return to Quicken after authorization completes.
* When Quicken shows the list of accounts found, link each Chase account to your existing Quicken register (don’t create a new one).

🔄 Step 4: If Still Stuck – Reset Connection Information

If Step 3 still fails with “We couldn’t get information about Chase”:

* Close Quicken.
* C:\ProgramData\Quicken\Inet\Common\Localweb\and delete the Cache folder (it will be recreated).
* Reopen Quicken and try Tools > Add Account again.

💡 Step 5: Check for Quicken & Chase Service Status

Sometimes, it’s on their end. You can check:

* Quicken Connection Status Page
* Chase’s website login — make sure you can log in normally there.

If Chase recently changed its security settings, you may need to reauthorize via Chase.com → Security & Privacy → Apps & Websites → Manage Apps → remove Quicken, then reconnect through Quicken.

⚙️ Optional: File Validation (If Nothing Else Works)

Sometimes file corruption can block connections:

* In Quicken, go to File > File Operations > Validate and Repair.
* Check Validate file → click OK.
* After it completes, review the log and then try reconnecting again.