Quicken Mobile connectivity issue to Citibank

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Bob Uhl
Bob Uhl Member ✭✭✭
edited June 2022 in Errors and Troubleshooting (Mobile)
I have two Citibank credit card accounts that will not synchronize with Citibank when I use Quicken Mobile on Android. I have logged into Citibank and allowed the application to connect but I still get the connectivity issue on my Quicken Mobile app. I do not receive this same issue when using Quicken for Windows.
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Answers

  • Quicken Jasmine
    Quicken Jasmine Moderator mod
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    Hello @Bob Uhl,

    Thank you for reaching out to the Community to tell us about your issue, though I apologize that you are experiencing this.

    If you haven't already, I suggest resetting your cloud data from your Quicken desktop program and see if that may make a difference. However, before doing so, first, verify that the Dataset name and the File name match each other identically by navigating to Edit > Preferences > Quicken ID & Cloud Accounts (see below). 



    If they do not match, please click Edit dataset name and change the Dataset name to match the File name exactly the same (do not copy the file extension: ".QDF"). 

    Then, click OK in the preferences window and proceed to save a backup (just in case). From there, please follow the steps below to reset your cloud data.
    1. Sign out of your Quicken Mobile/Web app(s)
    2. On your desktop program go to Edit
    3. Preferences...
    4. Mobile & Web
    5. Make sure sync shows it's ON and click on Reset your cloud data 
    6. On the following screen you can leave the preselected option for "No, just reset my Cloud data", type Yes in the entry field to confirm, and click Reset
    7. Wait for the sync reset to finish
    8. Navigate to the Mobile & Web dropdown menu 
    9. Select Cloud Sync to resync your data and to make sure no errors occur
    10. Wait for it to finish syncing 
    11. Sign back in on your Quicken Mobile/Web app(s)
    Once that is done, see if the issue still persists.

    Let me know how it goes!

    -Quicken Jasmine

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  • Bob Uhl
    Bob Uhl Member ✭✭✭
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    Thanks for your quick response to my question. I followed your instructions exactly but I am still having the same issue. I captured screenshots from Quicken Windows, Quicken Cloud, and Quicken Mobile showing NO errors in Windows but the same errors in both Quicken Cloud & Mobile.
  • Quicken Jared
    Quicken Jared Alumni ✭✭✭✭
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    Bob Uhl said:
    Thanks for your quick response to my question. I followed your instructions exactly but I am still having the same issue. I captured screenshots from Quicken Windows, Quicken Cloud, and Quicken Mobile showing NO errors in Windows but the same errors in both Quicken Cloud & Mobile.
    Hello @Bob Uhl,   

    I am sorry to hear about this issue with the Mobile app continuing after attempting previous troubleshooting steps. Thank you for continuing to work with us on this problem.

    First, save a backup before attempting these additional steps by going to File > Copy or Backup File... From there, create a new data file (click here for further instructions on this, paying special attention to the section entitled Create a new file) Once the new file is opened, follow the steps below to remove your main data file's cloud account.

    • Go to Edit
    • Preferences
    • Quicken ID & Cloud Accounts
    • Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
    • Select the Cloud Account Name used for your main data file and click Delete
    • Type Yes and click Delete

    After that, move back into your main data file (click here for instructions, paying attention to the section entitled, "How to alternate between multiple files"). 

    Once your main file opens, resync your data by navigating to the Mobile & Web tab and clicking on the blue Get Started button, and then the blue Sync Now button and see whether or not the errors you were receiving persist. You can then also delete the new file you previously created as well as its cloud account.

    Let us know if this works.

    Thank you,

    Quicken Jared 
  • Bob Uhl
    Bob Uhl Member ✭✭✭
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    I followed your instruction but I am still not able to synchronize both of our Citibank Double Cash credit cards when using either Quicken Cloud or Quicken Mobile. The Citibank Double Cash credit cards both synchronize successfully when using Quicken for Windows. I have attached a screenshot from Quicken Cloud.
  • Quicken Anja
    Quicken Anja Moderator mod
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    Hello @Bob Uhl,

    Thank you for reaching out to the Community and telling us about your issue, though I apologize that you are experiencing this.

    Since the instructions previously provided have failed to resolve this issue so far, at this point, we'd recommend reaching out to Quicken Support directly for further assistance and possible escalation if they see fit as this issue may require Tier 2 assistance in order to resolve.

    We apologize for any inconvenience! Thank you.

    -Quicken Anja
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