Unable to add online biller Costco Anywhere Visa Card for Citi

cyberphile
cyberphile Member ✭✭✭✭
edited October 18 in Paying Bills, Online Billers & Reminders (Windows)

I am unable to add online billers in Quicken R64.23 for Windows 11 but not the Costco Anywhere Visa Card for Citi. I keep getting this error:

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  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @cyberphile,

    Thank you for reaching out to share the details of your issue.

    To start, I recommend saving a backup of your data file (just in case). Once that’s done, please try the following:

    1. Navigate to the Bills & Income tab.
    2. Click on the gear icon in the top-right.
    3. Select Review and Repair > Review and Repair Online Billers from the dropdown menu.
    b394v7gg4hay.png

    After completing this step, try adding the biller again to see if it resolves the issue.

    Let us know how it goes!

    -Quicken Anja
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  • cyberphile
    cyberphile Member ✭✭✭✭

    @Quicken Anja , I tried your suggestion and no error was reported. There was no change when trying to add the Costco Anywhere Visa card. It still fails. I did notice that I do not have as many choices in the "Review and "Repair" menu as you do.

    image.png
  • cyberphile
    cyberphile Member ✭✭✭✭

    @Quicken Anja , in addition I also get an unspecified failure when trying to add Southern California Gas Company as an online biller. Not specifying the error is a poor design. How is the user supposed to know what to correct?

  • cyberphile
    cyberphile Member ✭✭✭✭

    @Quicken Anja

    Just upgraded to R64.25. Both errors still occur.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    The issue you're reporting with Southern California Gas Company is a known issue. To be notified of any updates, once available, and know when the issue is resolved, please bookmark this Community Alert:

    https://community.quicken.com/discussion/7965624/updated-9-11-25-fiserv-biller-enrollments-failing

    For the issue with your Costco card, do you have that card connected in more than one Quicken file? If you do, please try deactivating it in all but your main file, then test to see if you're able to connect it as an online biller.

    Please let me know how it goes!

    Quicken Kristina

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  • UKR
    UKR Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Meanwhile please try this workaround

    cap71 avoid late fees.PNG
  • cyberphile
    cyberphile Member ✭✭✭✭
    https://community.quicken.com/discussion/comment/20509148#Comment_20509148

    @Quicken Kristina

    I have the Costco card connected in another datafile using the old online billing system along with my Discover, Fidelity Visa Signature, BofA World Mastercard, and BofA Travel Rewards Visa Signature credit cards. I had no problems adding these other credit cards to my new test datafile using Quicken R64.25 on a different machine. Only the Costco Visa credit card is problematic on this new test datafile on a different machine.

    I don't use Quicken to actually pay these credit cards. I use their websites.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for your reply,

    If that troubleshooting did not work, or you are not willing to try it, then I recommend that you contact Quicken Support directly for further assistance, as they have access to tools that we can't access on the Community and they can escalate the issue if 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! 

    Quicken Kristina

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  • cyberphile
    cyberphile Member ✭✭✭✭

    @Quicken Kristina

    I have just gotten off the phone with Quicken Support and as I expected they didn't provide much help. He did seem to say that this is a known problem and to try it again in 2-3 days. I did upload the log via the Report Help feature. I have also passed the QCSLog file to Citi's Quicken Support team. Perhaps they can help in the problem resolution.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    Do you have the ticket number from your contact with Support? You mentioned that they said it was a known problem; did they provide you with the link to a Community Alert?

    Also, I sent you a DM. To read it, you can click the envelope icon near the upper right.

    Inbox.png

    Thank you!

    Quicken Kristina

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  • cyberphile
    cyberphile Member ✭✭✭✭

    I asked for a ticket number more than once but they wouldn't give me one saying the uploaded problem report with the logs would be associated with my QuickenID/email address. No link to a Community Alert either. As I said, not much help.

  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @cyberphile,

    Thank you for your patience while we looked into this issue. After reviewing the logs, it appears that your account name for the Costco Anywhere Visa Card contains some invalid characters (® symbols).

    Please try renaming the account so it only includes letters and numbers—removing any special or trademark symbols—and then attempt to add the biller again.

    Let us know how it goes!

    -Quicken Anja
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  • cyberphile
    cyberphile Member ✭✭✭✭
    edited September 17

    @Quicken Anja

    The name for the account is the default name when Quicken adds the Costco credit card and includes the registered trademark symbol. Removing it from the Account Details tab after the account has been created does not change the behavior.

    FWIW, the Account Name for my Fidelity Visa Signature Card has the registered trademark twice but there is no problem adding the online bill for it. A difference between these two is that the Fidelity credit card is with the investment company and the account addition process is different than with Citibank.

    image.png

    PS. @Quicken Kristina This is why I create test datafiles on separate machines!

  • cyberphile
    cyberphile Member ✭✭✭✭

    @Quicken Anja

    After multiple additions of online bills for my Fidelity and Costco Visa cards (and changing the account name to not include the circle-R character) in different orders along with opening and closing Quicken, I have discovered that now I can add my Costco Visa card online bill without that error.

    I also looked at the QCSLog file and compared the references to my Fidelity Visa card and my Costco Visa card. While the Fidelity Visa card has the registered trademark character as does the Costco Visa card, only the Costco Visa card has a non-displayable character alt+0160 (according to Notepad++). Clearly this out of my control.

  • Quicken Anja
    Quicken Anja Moderator mod

    @cyberphile I’m glad to hear you were able to successfully add your Costco Visa card as an online bill! Thank you as well for sharing your findings about the non-displayable character in the QCSLog—this additional detail is very helpful.

    Thank you!

    -Quicken Anja
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