R64.23 Not reconnecting billers

drockmkaer . · September 8

I just recently updated to R64.23 it shows failed on reconnecting online billers. Spent 1 hour 34 min on the phone with support trying to trouble shoot it. Had me go back to R63.21 (I think I was using a newer release after that one) Still unable to initiate a quick pay using this version that they had me roll back to.

What is the deal with R64.23 showing me failed when trying to reconnect to online billers? Support did not seem to have any answers and rolling back to R63.21 did not help as well.

What is going on here? They refused to escalate to a higher level of support an after being on the phone with them for 1 hour 34 min told me to call back tomorrow if I still have issues? [Removed - Language]

drockmkaer . · September 8

screen shot

ramrhein · September 8

Same issue since 26.23. Billers worked for a few hours but ended up corrupting my file and changing the name of every single account I had in quicken to "N/A". I restored a backup but adding billers now only gives me "Unable to add online bill at this moment, please try again later". Doesn't matter if I am trying to add a new biller or using the "Quicken has detected bills fro m your connected Online Accounts. Add these bills . . ." link. It gives the same error.

drockmkaer . · September 8

Yeah this is insane and tech support won't even escalate the issue, told me to call back tomorrow. I can't eve make an online payment at this point.

Quicken Kristina · September 8

Hello @drockmkaer .,

Thank you for sharing your experience. I reviewed your contact with Support yesterday, and the reason they told you to call back today if the issue persists is because the team they would need to escalate the issue to was not available yesterday. The ticket number to reference when you reach back out to Support would be 11938589. Providing that number should allow the agent to review the notes from your previous contact.

@ramrhein,

To troubleshoot the issue you're encountering, I recommend that you start by following this work around identified by another user:

https://community.quicken.com/discussion/comment/20506070#Comment_20506070

Please let me know how it goes!

drockmkaer . · September 8

Kristina they gave me ticket 11938374

I had called today. Not yesterday.

drockmkaer . · September 8

can you look into the ticket #11938374

Quicken Kristina · September 8

Thank you for your reply,

Thank you for providing that ticket number. 11938374 & 11938589 are both from the same contact with Support. The number I gave you is the ticket generated when the agent reached out to another team for assistance, since that is the ticket where they were directed to ask you to call back tomorrow if the issue persists.

Thank you!

ramrhein · September 8

OK, I got some billers working again. Capital One Cards linked up again after I disconnected the account, cleared the Financial Institution and then reactivated the account by finding the financial institution again. However not all of them are working. Citi Double Cash worked but neither of my two Citi Costco cards will work even though they show in the list when trying to add the billers. After clicking Continue on the list displayed it comes back "Unable to add online bill at this moment, please try again later." Also NV Energy and Southwest Gas both show as "Unable to update billers: Quicken could not retrieve the list of billers. Please Try again later."

drockmkaer . · September 8

Costco Cit never worked for me but I bank with citi so I just do it on their app.
I would like to have southwest and NV energy work again. I don’t understand why they are not setup to work with AT&T wireless but even before this update it was sketchy. I have not even tried credit cards yet just trying to get utilities covered.

SullyCuse · September 9

I had the same issue. On with support for over 90 minutes and no help with accounts that won't connect now. I have tried all the troubleshooting steps suggested, to no avail. After 25 years with Quicken, I think it is time to a new service. It will be a painful change, but sick of paying money every year and having issue after issue.

drockmkaer . · September 9

Well another 43 min on the phone and it is escalated with no ETA and I will be notified by email when it's fixed I am guessing or if they need any further inormation.

I have been using quicken since windows 95. Every few years there is an issue. I just need the program to receive incoming bills and pay them……

drockmkaer . · September 9

!!!!!

Quicken Kristina · September 9

Thank you for the follow-up,

I'm glad to hear you were able to get the issue escalated. Usually, the escalated team will reach out to you by email if they need more information or when they believe the issue is resolved.

Thank you!

drockmkaer . · September 9

hope that this is resolved quickly

UKR · September 10

Until the startup problems with the new Bill Manager function can be resolved, may I recommend the following alternative?

jyg911 · September 10

I also got the long hourglass when trying to reconnect to billers, and the program froze. I had to forcefully close the program through task manager, and it corrupted the file. It made my data file to look like the "1995 quicken version" that required a conversion. I was fortunate that I had backups to copy over the current corrupted file. Looks like trying to download bills is a mine field that will frustrate and probably corrupt your file. This is quite unusable and time consuming.

drockmkaer . · September 11

Another new updated today, nothing fixed for me though….. very frustrating.

jefflock · September 12

My issue is with NV Energy South. I am at Version R64.25. All the billers connect no problem (except Verizon which fails, and I gave up on) except NV Energy South. NV Energy South has now been "We're adding your bill" for about a week. I even deleted it and tried adding it back. It never changes status.

Quicken Kristina · September 12

Hello @jefflock,

Due to the nature of this issue, it is recommended that you contact Quicken Support directly for further assistance as they can walk you through troubleshooting steps in real-time and escalate the situation as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance!

drockmkaer . · September 12

I still cannot get anything reconnected since this update. Was told by phone support that it was escalated and would receive an email. Nada yet.

jefflock · September 15

I contacted support and worked with them for about 3 hours. They determined the issue needed to be escalated and I would receive updates by email.

Quicken Kristina · September 15

Thank you for the follow-up,

I'm glad to hear they were able to get the issue escalated.

Thank you!

drockmkaer . · September 15

Kristina can you check on my ticket ?

Quicken Kristina · September 15

Thank you for the follow-up @drockmkaer .,

I checked the status of your escalated ticket. I can see that the issue was reported to the service provider. No further updates are available.

Thank you!

drockmkaer . · September 15

thank you !

drockmkaer . · September 23

@ Kristina

Any updates ?

Quicken Kristina · September 23

Thank you for the follow-up,

No new updates are available. The last update still shows that it was reported to the service provider.

Thank you!

drockmkaer . · October 7

Kristina any updates for me?

Quicken Kristina · October 7

Thank you for the follow-up,

I checked the ticket and am not seeing any updates yet.

Thank you!

drockmkaer . · October 7

I called this am and they said as of now the new payment system cannot connect with the billers I am trying to add even though they do appear when I add them.

I have also seen on other threads that people were able to connect to some of the ones that I am trying to connect to.

So as of 1 month now I still can’t add billers. The other ones I previously had are not even listed.

R64.23 Not reconnecting billers

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