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Credit card reauthorization request does not identify card type

BSJ

During a one-step update of all accounts, a window popped up saying my Citibank card required reauthorization, then opened a browser window on a Citibank website login screen. I have two Citibank credit cards. One is a MasterCard; the other is a VISA card. Each card has different login credentials, i.e., different username and password. Neither window identified which credit card needed reauthorization, so it was not clear which login credentials were required. It took several tries (and Quicken restarts) to get the reauthorization. Quicken should identify which specific card requires reauthorization so that the correct credentials can be determined.

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Comments

Quicken Carlos

Hi @BSJ,

Thanks for reaching out to the Quicken Community and for bringing this to our attention. To better understand the issue and why it may be occurring, let me ask you a few questions:

When did the issue start?
Are the accounts joint accounts? If so, are the accounts authorized under the primary account holder’s credentials?
Does the account showing the error appear in the One Step Update Summary? To confirm, go to Tools > One Step Update Summary.

Your answers to these questions will help us better understand the issue and determine the appropriate next steps.

I look forward to your reply!

BSJ

When did the issue start?
- Just noticed it for the first time.
Are the accounts joint accounts?
- Yes.
If so, are the accounts authorized under the primary account holder’s credentials?
- Yes
Does the account showing the error appear in the One Step Update Summary? To confirm, go to Tools > One Step Update Summary
- Both cards show up in One Step Summary, but they both show up as "Citi Cards - <acct#>", i.e., they are not differentiated to identify which account is MasterCard and which is VISA.

Quicken Carlos

Hi @BSJ ,

Thanks for your reply and for answering the questions above.

After checking my internal tools, I can see that both Citi accounts are currently showing an OK status. Since one of the accounts is prompting you to authorize the account again, and these are joint accounts, I suggest deactivating and then reactivating both accounts.

Before following any of the troubleshooting steps below, I recommend creating a backup of your Quicken file. Once the backup has been created, please follow these steps:

To Deactivate an Account

Select Tools > Account List.
In the Account List, select the account you want to deactivate, then click Edit.
In the Account Details window, click the Online Services tab.
Click Deactivate next to the service you want to disable.
Click Yes to confirm that you want to disable the service.

Repeat these steps for the second Citi account.

Once both accounts are deactivated, I suggest reconnecting them using only the primary account holder’s credentials. If both accounts appear during the connection process, authorize both accounts under the primary user’s credentials. This will help establish a clear connection for both accounts and avoid any account mismatches during the reauthorization process.

To Reactivate the Account(s)

Go to Tools > Add Account.
Search for and select Citi for the deactivated account(s). If prompted, select the connection method.
Enter the primary account holder's credentials and click Connect.
When the list of accounts is displayed, select LINK next to each existing Quicken account you want to reconnect.

Click Next, then Done on the final prompt.

I hope this helps! Let me know how it goes,

BSJ

I'd like to clarify my answer to your question "Are the accounts joint accounts? If so, are the accounts authorized under the primary account holder’s credentials?"

Although both accounts are authorized under the primary account holder, the primary for one of the credit cards is myself, while the primary of the other card is my wife. Each of us is the secondary of the other's card.

Since each account has a different primary, will that interfere with linking the two accounts?

Quicken Carlos

Hi @BSJ,

Thanks for your reply and for confirming that the accounts are authorized only under the main username and password.

When working with joint accounts, we recommend authorizing the accounts using only the primary user ID. If the joint account is authorized using the secondary credentials during the authorization flow or the Add Account process, it may interfere with the connection and cause Quicken to prompt for authorization more frequently.

Since I’m not seeing any errors in our internal tools, I suggest following the steps above to deactivate both accounts and then reconnect and link them.

https://community.quicken.com/discussion/comment/20576477#Comment_20576477

If the issue persists after reconnecting the accounts, I recommend contacting Quicken Support for further assistance. They can guide you through additional troubleshooting steps in real time or escalate the case if necessary.

Phone support is available Monday through Friday, from 5:00 AM PT to 5:00 PM PT.

Please let me know how it goes!