Quicken Classic R66.28: unable to see multiple American Express Accounts

chezchiz
chezchiz Member
edited 7:51AM in Download, Add/Update Accounts (Windows)

Error popped up last week when most of my accounts encountered CC-501 errors on an One Step Update. After multiple update attempts, validating my file, and rebooting my machine, there was no change in result, I reported the error and uploaded the requested files, but ultimately I resolved all of the errors by resetting the accounts. This appeared to work until the follow day when again using one step update, Quicken said it could not find one of my American Express accounts. I attempted to once again reset the accounts with the American Express website reflecting both accounts and requesting I check the accounts I wished to authorize as normal. However, Quicken still could only see one account on its side. I deactivated both accounts, super validated the file, shut down Quicken, and rebooted my machine and once again tried to add both accounts to no avail. Also tried different browsers just in case. Of note is although the accounts have different account numbers, they contain identical last four digits. As of now I cannot add nor download transactions for one of the cards. Looking for advice/assistance.

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  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @chezchiz,

    Thanks for sharing the details.

    Please try the following steps below and see if it resolves the issue:

    1. Create a backup of your Quicken file first.
    2. Deactivate all American Express accounts in Quicken.
      1. Select the Tools menu and select Account List....
      2. In the Account List, select the account you want to deactivate, and then click Edit.
      3. In the Account Details window, click the Online Services tab.
      4. Click Deactivate next to the service you want to disable. image.png
      5. Click Yes to the message confirming if you want to disable this service. Note: If you do not receive this message, additional information is available below.
      6. Click OK to the confirmation message.
      7. If you have an investment account that is linked to a cash account, you need to deactivate the online services from the investment account which will automatically deactivate the linked cash account.
      8. Important: If you are deactivating/reactivating an account to fix an issue, you'll need to deactivate all the accounts with the affected financial institution that you have activated in Quicken (including hidden ones). Once they're all deactivated, then you can follow the steps to reactivate.
    3. Revoke Quicken’s third-party access from your American Express account on their website.
    4. Reactivate the accounts in Quicken.
      1. Go to Tools > Add Account. image.png
      2. Select the bank for the deactivated account(s). If prompted, select the connection method.
      3. Enter your credentials and click Connect.
      4. When the list of located accounts appears, choose LINK next to each account you want to reactivate.
      5. Click Next then Done on the last prompt.

    Let us know how it goes!

    -Quicken Anja
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