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Cannot connect to Citibank....again

DawnLynn10

We have 2 Citibank credit card accounts, one is Costco and the other is a Mastercard. Last week I needed to reauthorize my MC connection but Quicken could not connect. Then yesterday I updated Quicken to R68.28 and now I cannot connect to my Costco card either. All other NON-Citibank accounts are still connected and working. We use Costco CC for all purchases in the month so having this connection is key. This is the 2nd or 3rd time I've had a connection issue between Quicken and Citibank in the last couple of years.

The errors I get are:

"Sorry, the sign in failed due to time out or a connection error. Select Sign in to authenticate via your web browser."

When I select Sign in again, I get:

"Use the sign-in form hosted by your financial institution to authorize downloads."

I have done the following without success:

Quick troubleshooting steps can usually resolve these syncing issues:

Basic Refresh: Run a One Step Update and then simply close and restart your Quicken application.
Browser Workaround: Authentication is handled through your web browser. If it fails, sign out of your Quicken ID, change your computer's default web browser (e.g., to Google Chrome or Microsoft Edge), and try the reauthorization again.
Rename runtime.dat (Windows): If your One Step Update stalls, exit Quicken, rename the file runtime.dat to 1runtime.dat (located in your C:\ProgramData\Quicken\Inet\FILENAME directory), and restart the application.
Reauthorize Accounts: Follow Quicken’s prompts to change to the EWC+ connection method. Do not deactivate or reactivate the account first, as this can cause errors.
Check for Specific Cards: Selecting the specific "Costco Anywhere Visa by Citi" option rather than the generic "Citi Cards" bypasses endless authorization loops.
Check for updates on computer and restarted.

[Edited - Readability]

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Comments

Quicken Laura

Hi @DawnLynn10,

Thank you for reaching out and outlining all the steps you have taken so far. I'd appreciate it if you could clarify the following information:

When you click Sign in, does your default web browser actually open the Citibank authorization page? If so, are you able to log in and authorize Quicken, or does the browser fail to open or display an error?

I look forward to your response.

DawnLynn10

Hi Laura - thank you for getting back to me. No, it doesn't open a web page. I get the error screen only.

Quicken Laura

Thank you for your response. As mentioned in our support article, pop-up blockers can interfere with Quicken's online account services. One thing I'd recommend checking is whether the Windows pop-up blocker is preventing Quicken's embedded sign-in or authorization windows from opening properly.

Please try the following:

Open Control Panel.
Go to Network and Internet > Internet Options.

Select the Privacy tab.
Under Pop-up Blocker, temporarily clear the "Turn on Pop-up Blocker" checkbox.

Click Apply, then OK.
Restart Quicken and test the login or Add Account flow again.

Please let me know if disabling the Windows pop-up blocker changes the behavior.

DawnLynn10

Hi Laura - disabling the pop-up blocker did not work. I am able to connect and download to other banks without issue. It is only Citibank for me.

After disabling the pop-up, I tried to RECONNECT my Costco account and got this:

When I tried to ADD any of the Citibank/Costco Accounts I got these:

Citi Card:

Costo Credit Card:

Costco Anywhere Visa Card

DawnLynn10

I did notice that on this screen, I am still linked to Citi Cards. I have disconnected my links to Quicken through Citi Cards. How do I disconnect the one that Quicken shows I'm still connected to?

DawnLynn10

Hi Laura - when I hover over the Citi Card, it shows I am still linked to Costco Visa. How do we disconnect that link? I withdrew access from Quicken on Citi Card website yesterday.

Quicken Kristina

Thank you for your reply,

https://community.quicken.com/discussion/comment/20563607#Comment_20563607

It's possible that you have a hidden account that thinks it's still connected. To unlink it, navigate to Tools>Account List. If you have any hidden accounts, you will see an option to Show hidden accounts. Select that option if available.

Then, review the Transaction Download column. It will show you which accounts are connected. The Financial Institution column should show you which financial institution the account is connected to.

https://community.quicken.com/discussion/comment/20563600#Comment_20563600

Do you have your default browser already open when you are trying to connect your Citi accounts? If you do, try checking if another tab or new window opened.

Please let me know how it goes!

DawnLynn10

I checked for hidden accounts. I had one Citicard account that was hidden and it was closed years ago (2017). I deleted the account yesterday and still had the same issue.

What is confusing me is when I try to add a Citicard account I get: "Use the sign-in form hosted by your financial institution to authorize downloads." What does this mean?

When I try to add a Chase account, I get the same error as Citicard. However, when I add Ally Bank I get to the sign on screen. I don't have accounts with either of these banks.

I have Wells Fargo accounts and when I try to add another account I get the sign in screen:

I've tried both with my default browser open and closed when I try to connect to Citicard and get the same result either way. I am still able to connect to my other accounts.

DawnLynn10

Hello Laura - you can close this ticket. I uninstalled and reinstalled Quicken. Opened a brand new file and was able to connect with Citi cards. When I opened my existing file, I was not able to connect. My current file must be corrupt. I had opened a backup and tried to connect prior to the reinstall and was not able to connect to Citi, but now I am able to connect using an older backup file dated prior to my Quicken update earlier this week.

Not a fun time. Please close this thread.

Quicken Kristina

Thank you for your reply,

What is confusing me is when I try to add a Citicard account, I get: "Use the sign-in form hosted by your financial institution to authorize downloads." What does this mean?
When I try to add a Chase account, I get the same error as Citicard. However, when I add Ally Bank, I get to the sign-on screen.

It's because of the connection type. Citibank and Chase use Express Web Connect Plus (EWC+), which requires going through their websites to authorize the connection.

Are all your Citi accounts now deactivated, or does Quicken still think the Costco Visa is connected?

Thank you!

DawnLynn10

Hello - you can close this ticket. I uninstalled and reinstalled Quicken. Opened a brand new file and was able to connect with Citi cards. When I opened my existing file, I was not able to connect. My current file must be corrupt. I had opened a backup and tried to connect prior to the reinstall and was not able to connect to Citi, but now I am able to connect using an older backup file dated prior to my Quicken update earlier this week.

Not a fun time. Please close this thread.

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear you resolved the issue, and thank you for sharing the resolution!

If you need further assistance, please feel free to reach out!