New Credit Card, Reset Account is Stuck

kschearing · June 9

I was issued a new credit card after fraudulent activity (Citi Costco card). I realized Quicken was not updating so I did an Edit, add new account number to the details and "reset" the account. First it added a second account-ugh! When I tried reset again and again, sometimes the WOD (wheel of death) just goes round and round. Sometimes it actually logs into my account online, authorizes, but back to Quicken wheel goes round until it times out saying Citi never authorized. And at some point the new account dropped off, not sure how that happened but I'm glad to be back to one account.

My receipts are stacking up and I'm stuck!

[Deleted User] · June 9

@kschearing I think the best thing to do at this point is to deactivate and reactivate the account.

Make a backup of your data file.
Deactivate your account - Click Deactivate on the Online Services tab in Account Details.
On the General tab in Account Details - Blank out Financial Institution Name and Account Number.
Reactivate by clicking on Tools→Add Account. Type in appropriate FI name for Costco.
Click through the screens to go through the authorization process. Enter your user name and password when asked.
When you get to the screen where your account is listed, make sure to Link the account to the existing account on Quicken.
Complete the authorization process. You should now be able to update your Costco card with the new account number.

kschearing · June 10

I tried deactivate also, just locks up. I tried again today and nothing happens. I click on [deactivate] and the flashes and then nothing. I've check for Quicken updates, I'm up to date. I don't know what else to try except removing all of Quicken, reinstall and pray I'm able to recover from backups.

[Deleted User] · June 10

@kschearing I think the other thing to try then is still do the steps above, but skip steps 2 and 3.

Boatnmaniac · June 10

I am pretty confident this is not a Quicken software issue. For some financial institutions there is something that can interfere or block the completion of EWC+ connections when using Add Account or Set Up Now. Often it has to do with browser and/or computer security settings. But sometimes there is also an issue with how the financial institution security protocols. And it can also be critical that the correct Citi financial institution is selected for downloading set up.

Do you have other accounts set up for downloading with that same Citi financial institution? If so, Citi has a reputation of not being able to add a new account connection or restoring an existing account connection when there are other accounts that are still activated. To resolve this issue:

Proactive Issue Resolution Step: Enter and save the Opening Balance transaction dollar amount into the Memo field of that transaction. Repeat this process for each account that downloading is set up for with this Citi financial institution. (More on this later.)
Backup your data file.
Deactivate (on the Online Services tab of Account Details) each and every account that is set up with this Citi financial institution.
I do agree with the advice given above: On the General tab of Account Details for the credit card in question, remove the financial institution from the upper right quadrant (i.e., everything above the Contact Name field).

In your browser:

Temporarily disable any and all browser Extension Add-Ons.
Browser Privacy Setting: If set to Strict, temporarily change to Standard.
Browser Cookie Setting: Ensure that Citi.com cookies are allowed.

Security software:

If you are using a VPN, temporarily disable it.
If your anti-malware software is set to block ads: White list Citi.com or temporarily disable that feature.

Now, go to Edit > Add Account (not Set Up Now) and select the appropriate Citi financial institution. For the Costco Visa card the two financial institutions that seem to work best are Citi Cards and Costco Anywhere Visa Card by Citi. Either of these should work for your Costco card and both will work with many (but not all) other Citi credit cards.

Then start the setup process which can sometimes take a few minutes. After signing into your online account, make sure to select all of the accounts you wish to have connected for downloading. IMPORTANT: Do NOT select your old Costco card account for downloading.

When prompted in Quicken, make sure to carefully Link the downloaded data to the appropriate account(s) in Quicken. IMPORTANT: Make sure to link the new Costco card account that was downloaded to the existing Costco card account in Quicken. If the old Costco card account data is also downloaded, make sure to select Do Not Add. This will then keep all of your old Costco card data and your new Costco card data in the same account in Quicken. (If you would rather have the new card in a new account in Quicken…instead of Linking the new card to the old account in Quicken, select Add. This will set up the new Costco card as a new account in Quicken.)

Following these steps often (not always) resolves the type of connection issue you described. If it does resolve the connection issues:

CHECK THE ACCOUNT REGISTER:

If the Online Balance matches what the register shows, then you are done.
If it is not accurate: Check the Opening Balance transaction dollar amount to see if it is different from what you previously entered into the Memo field. It is does not, change the transaction dollar amount to match what you previously entered into the Memo field.
If it still is not accurate: Scroll backward from the current date looking for duplicate transactions. If any are found, delete one and retain the other. Generally, if there are any duplicates they will show up within the last 90 days. After this step there should be no more account register balance issues.

At this point you can re-enable the browser extension add-ons, browser Privacy setting and Security software.

Did this resolve the connection issue for you?

kschearing · June 12

FINALLY!!!! I tried the steps above, skipping 2 & 3, but when I tried to link the 'new' account to the exist, my existing account was not an option. Grrrrr…. Then went back to Edit Account and deleted the account number field. Still could not deactivate the account, but I could reset it! Now I have one account with all the transactions. Whew!!

[Deleted User] · June 12

@kschearing - glad you figured it out. I forget about using the "Reset Account" option. I haven't had much success with it in the past, but you just restored my faith in it!

New Credit Card, Reset Account is Stuck

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