Citi Connectivity Error

packerj
packerj Member
The mobile app states that my Citi account has a Connectivity Error: Swipe to fix. But when I try to fix it by entering in my credentials, it gives me a Login Error. My login information works on the Citi website and it works in Quicken desktop. Why is it giving me this error in the mobile app?

Answers

  • Quicken Anja
    Quicken Anja Moderator mod
    Hello @packerj,

    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 seeing 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 app
    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 app
    Once that is done, see if the issue still persists.

    I hope this helps!
    -Quicken Anja
  • packerj
    packerj Member
    Already did that, and it didn’t fix it.
  • Quicken Anja
    Quicken Anja Moderator mod
    Thank you for following up.

    Since, unfortunately, the previous steps have failed so far, next, I suggest you try manually resetting your cloud data by creating a test file and deleting your cloud account from that test file. After that, you would attempt to resync your main data file which should then create a new cloud account (this does not affect your data saved within that data file).

    First, please proceed to save a backup (just in case). From there, create a new data file (click here to view instructions, and review the section titled: "Creating a new file"). Once the new file opens, follow the steps below to remove your main data file's cloud account.
    1. Go to Edit
    2. Preferences
    3. Quicken ID & Cloud Accounts
    4. Click Cloud accounts associated with this Quicken ID (#) (this is not a button, it is written in blue underneath the "Edit dataset name" button)
    5. Select the Cloud Account Name used for your main data file and click Delete
    6. Type Yes and click Delete

    After that, switch back to your main data file (click here to view instructions, scroll down and review the section titled: "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.

    I hope this helps!
    -Quicken Anja
  • jw11357
    jw11357 Member
    There are lots of complaints about citi downloading to quicken. I tried both suggestions, still cant download for weeks, going to have to get different financial software. Never had this go on for weeks with no resolution.
  • ToniBarr
    ToniBarr Member
    I have had this exact problem for months. I have had to manually update my transactions for Citi Bank. other accounts work fine. I have followed all the sync/reset/updates available to no end. Still get the same error message CC 502.
This discussion has been closed.