Linking ShopYourWay MC (legacy) to new CitiThankYou MC on Windows

B Harven
B Harven Member ✭✭
edited November 16 in Download, Add/Update Accounts (Windows)

I updated Quicken Classic on Windows 10 to version 64.35, and the ShopYourWay MC account requested an authorization when I performed a transaction update. After keying through 2 Quicken screens, I am taken to a generic CitiRetailServices login page. My SYW legacy credentials are not accepted - even though they are still valid on the CitiThankYou MC portal.

I contacted technical support for CitiThankYou MC, but they did not offer a resolution. The cutover to the new card services began November 3, and all they could suggest is waiting until all services are fully integrated. But I have seen posts in this community from past Citi transitions, so I would expect that their program staff have accounted for the re-authorization with Quicken.

Has Quicken found a solution to this issue?

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Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @B Harven,

    Thank you for letting us know you're encountering this issue. Based on the information their technical support gave you, it sounds like they may not have completely updated everything on their end yet. That may be the reason you're encountering this issue.

    If you would like to troubleshoot, please provide more information. Which connection option are you using in Quicken (Citi ThankYou Mastercard, Sears & Shop Your Way - Legacy, or a different connection option)? Are you encountering any errors in Quicken, or only on the financial institution website? What is the URL you use when logging into your account directly through the financial institution website?

    I look forward to your reply!

    Quicken Kristina

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  • B Harven
    B Harven Member ✭✭

    Hello Kristina -

    If you would like to troubleshoot, please provide more information. Which connection option are you using in Quicken (Citi ThankYou Mastercard, Sears & Shop Your Way - Legacy, or a different connection option)? Are you encountering any errors in Quicken, or only on the financial institution website? What is the URL you use when logging into your account directly through the financial institution website?

    Connection: In the Quicken program, I am either going to Tools>AccountList>Select Shop Your Way Legacy: which shows that my online connection was deactivated and needs to be restored; or I go to the Shop Your Way account and try to Update Transactions.

    Error: none in Quicken. The only error is that Quicken transfers to a CitiRetailServices sign in screen for authorization, which doesn't recognize my SYW credentials. However, my credentials are still valid in the new Citi url (see below).

    CitiThankYou MC url: https://citiretailservices.citibankonline.com/RSnextgen/svc/launch/index.action?siteId=PLCN_SYW&langId=en_US#signoff

    thank you

  • pamela77
    pamela77 Member ✭✭✭
    edited November 17

    I am having the same problem on Mac

    [To see the QMac discussion, click here]

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod
    edited November 25

    Thank you for your reply,

    I can see the Sears & Shop Your Way - Legacy connection does use the URL you provided. However, when I check the website itself, using the link you provided, I noticed it has a message saying the URL has changed.

    Screenshot 2025-11-17 at 5.34.41 PM.png

    Are you still able to access your account using the URL you provided, or do you need to use the new URL they mention on the webpage?

    Additionally, please navigate to Help>Report a Problem and send a problem report with log files attached.

    Report a Problem QWin.png

    While you will not receive a response through this submission, these reports will help our teams in further investigating the issue. The more problem reports we receive, the better.

    Thank you!

    (CTP-15293)

    Quicken Kristina

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  • B Harven
    B Harven Member ✭✭

    I can't drop this discussion, even though I have made no progress contacting Citi Cards customer service. They indicate they have no way to escalate the issue to their technical support team. I have looked at the CitiCards main website, and yes, they do have FAQs concerning the Quicken connection set up. However, the current situation seems like both sides aren't communicating and its users suffer. Can you escalate on your side, or perhaps you have a person who facilitates bank card transitions that I can talk to? Thank you.

    2025-11-24 (3).png
  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Thank you for the follow-up,

    I'm sorry to hear that Citi's customer service hasn't been helpful. The issue has already been escalated on our end, ticket CTP-15293.

    Thank you!

    Quicken Kristina

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