Question

Unable to connect to Citicards since Sept 2nd. (QB Desktop Pro Plus 2024)

Forum|Forum|1 year ago
September 6, 2024
31 replies
0 views

Ever since Sept 3, 2024 I have been unable to connect to Citi cards for any account. My last successfully connection was on Sept 2. Prior to Sept 2, I have downloaded transaction with no problem for.... a long long time almost every business day. It is a core part of my workflow. All of my other bank feeds (e.g. Wells Fargo, AEX, Morgan Stanley, Chase) are all working correctly with no issues.

I spoke with QB support and they continue to treat me like a newbie idiot. I have used QB to download transaction for many years and understand what I am doing.

Anyone have any thoughts?

QuickBooks Desktop

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ShyMae

I understand the importance of your time and business operations. I acknowledge all the efforts you've put into contacting our support team. Let me guide you through the necessary steps to restore your bank connection, ensuring it functions properly again, netispguy.

At times, financial institutions may need maintenance or encounter server issues. To determine the cause, please check your bank's website and confirm that everything is operating smoothly on their end.

Additionally, some errors may prevent the syncing of your financial data. If you come across any, I'll help you how to fix it.

First, make sure to:

Back up your company file, then match any pending downloaded transactions.
Log in to your bank's website outside QuickBooks to check for any pending alerts.
Ensure you have internet access and the Windows firewall isn't blocking QuickBooks' connection.
Check if you encounter the error in Bank Feeds Classic Mode. If not, it indicates that your bank's file is most compatible with Classic Mode.

To check if there are issues with your bank's servers, download your transactions in a test company file:

In your QuickBooks Desktop, hover over the File menu.
Select New Company. Choose Express Start or Start Setup.
Set up Bank Feeds for the account you have a problem with. Download your transactions.

Refer to this article for more information: Fix OL and OLSU Bank Feeds errors.

If you have successfully connected your bank after following the steps, let's run the verify and rebuild data tool. It helps identify and resolve common data issues in your company file.

Let's verify the data to ensure there aren't any other issues in the company file.

Hover over the File menu, then choose Utilities.
Select Verify Data. Click OK to close all windows.

Now, let's rebuild the company file data to fix any errors or data damage. Here's how:

Open your company file.
Go to the File menu. Choose Utilities.
Select Rebuild Data. Tap on OK to close all windows.
QuickBooks will prompt you to do a backup before rebuilding your company file. Click OK.
Follow the on-screen steps to proceed. Hit OK once done.

If you're still unable to connect your Citicards using the sample company file, I suggest creating a new account and merging it with the old one. Refer to Step 4 in this article: Fix OL and OLSU Bank Feeds errors.

After completing this method, you can reconnect the account. I recommend consulting your accountant during this process to ensure everything is handled correctly.

Moreover, if you need to access your transactions immediately, you can consider manually uploading them. However, this may result in duplicates once your connection is restored.

For future reference, you can check out these articles as a guide to managing your transactions and reconciling your accounts:

By following these steps, you can resolve issues with your bank connection and ensure the transactions are up to date. If you have further questions, feel free to reach out. I'm here to help.

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netispguyAuthor

Thanks for your reply Shymae, but I am way beyond the suggestions you have sent.

Both in a new company file, or within my active company file, trying to add or create a new citi feed fails.

I have checked the citi website and there are no issues with my credentials, third party access permissions or any posts regarding any service disruption.

So no my questions is: Are you getting complaints from others in the community? At this point I have to believe that Intuit is aware of the problem and attempting a fix. I further believe that most likely Citi changed something on their back-end and do not inform Intuit Engineers. I would really just like to know that Intuit is aware of the issue and working to fix.

The attached file shows the error you get when trying to create a new bank feed with CIti

Untitled.pdf

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ErwinQ

Thank you for the quick response, netispguy.

Allow me to provide more details concerning the issue when attempting to connect your bank to QuickBooks Desktop(QBDT).

Our engineering team is actively addressing the matter. However, it pertains to other credit card providers and is not specific to yours. Since this is the first instance we have received from your provider, you'll have to contact our support team. I know that you already get in touch with our team but they have the necessary expertise and tools to assist you in creating a ticket for in-depth investigations.

Open QuickBooks.
Go to Help, then select QuickBooks Help.
Select Contact Us.
Enter your issue.
Hit Continue.
Select to chat with us or Have us call you.

I've added this link for a comprehensive understanding of how to add and match Bank Feed transactions in QuickBooks Desktop. This resource provides a detailed list of processes that cover Bank Feeds in QuickBooks.

Let us know if you have more questions about linking your bank connections and managing your transactions in QBDT. We're here to help you at any time.

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scottbart

I'm having the same problem. Cannot connect Citibank cards, but all of the rest work.

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LeizylM

I want to ensure you can connect your Citi bank account to QuickBooks, scottbart.

First, did you receive an error message when connecting your Citi Business Credit Card to QuickBooks Desktop (QBDT)? If so, it would help us review our system for any reported issues.

Also, have you tried following the steps provided by my colleague @ShyMae to connect with your bank? If not, I recommend doing so. You'll want to visit this article for more detailed information: Fix OL and OLSU Bank Feeds errors.

I've included details on how to manually import transactions for future use, enabling the addition of the latest bank data to QBDT: Download bank feeds.

Furthermore, you can check out this article to help you manage your bank feed transactions and reconcile your accounts in QBDT, see these articles below:

Feel free to reach out if you have further questions about bank connections in QBDT. I'm always here, as are the Community folks, to assist you.

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netispguyAuthor

I spent almost 2.5 hours with Tier 1 support who was also working with Tier 2. Still no resolution. We were scree sharing the entire time. We tried every one of the recommended fixes but no luck.

I did create a new test company file and was able to actually connect to Citi... it seems like existing company files are having issues.

I have been instructed to call back on Monday and request Tier 3 support, after 10am Pacific time.

I have already invested almost 10 hours on this issue and this is causing me significant problems with my workflow.

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matt-SVPC

I have the same issue.

JoesemM

I appreciate you joining the thread and informing us that you get the same error when connecting to Citi Cards, Matt. I'll route you to our support team so they can investigate this matter.

Before doing so, log in to your bank's website to check for any maintenance. Also, have you followed the steps shared by my colleague ShyMae to troubleshoot the error: OLSU-101? As it will help us identify the cause of the error.

If the issue persists, you can contact your bank's support and provide them with a copy of your Bank Feeds log. Then, ask the bank representative to escalate the case for resolution through our OFX Connectivity page. Make sure to take note of your case/ticket number. For more details, see this link: Fix OL and OLSU Bank Feeds errors in QuickBooks Desktop.

Alternatively, I recommend getting in touch with our Customer Support team. They can investigate issues thoroughly and create a ticket for further investigation when necessary. You can contact them using the following steps:

Open QuickBooks.
Go to Help, then select Contact Us.
Give a brief description of your issue, then choose Continue.
Sign in to your Intuit account, select Continue, and then Continue with my account.
We'll email you a single-use code. Enter your code and select Continue.
Select to chat with us or Have us call you.

For their support hours, see this article: Contact QuickBooks Desktop support.

On the other hand, you can import your bank transactions manually. Then, we can use Web Connect (.QBO) to download the transactions so they become available in your Bank Feeds. For more information, click this article: Import web connect (.qbo) files.

Additionally, here are some articles that will guide you through keeping your bank transactions organized:

You're always welcome to comment if you have more questions about managing your banking in QBDT. I'd be happy to help you some more. Take care.

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matt-SVPC

Hi Joesem M, I just tried this again and is seems QB has fixed this Citi Card connection; Yea! Working again for me without all these trouble shooting steps since this was working for year prior. Thanks!

D

debsmusings

We have been having a problem since 9/12 with Citibank QB bank feeds. I tried to delete the feed and resetup but keep getting OLSU-1011 everytime I try to connect. Citibank is useless. It took me 5 attempts to get an idiot who even would discuss quickbooks but kept mentioning Quicken. This went on endlessly with me correcting him about there being a difference between Quicken and Quickbooks.

It would be helpful for someone to post the fixes here.

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MirriamM

We understand the importance of reconnecting your Citibank account to QuickBooks Desktop (QBDT), debsmusings.

We appreciate your efforts in trying to resolve the issue. Since the problem persists, I recommend requesting a callback from our Customer Care Team. They can securely access your account and review the bank feeds setup to identify the cause of the issue and help fix the error so you can reconnect your bank.

To reach them, follow these steps:

In your QuickBooks account, go to the Help menu at the top.
Select QuickBooks Desktop Help.
Choose Contact Us.
Enter the issue or topic in the field box.
Follow the onscreen instructions.

You can also visit this link for more information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

Once the issue is resolved, you can add, review, and match the downloaded transactions. This will help ensure the accuracy of your financial records. For more details, check out this article: Add and match Bank Feed transactions in QuickBooks Desktop.

If there's anything else I can help you with, debsmusings, please let us know. We're here to assist.

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netispguyAuthor

The bank feed to Citi has stopped working once again.. same issue as explained at the top of this tread.

Intuit, please do not send me useless trouble shooting information..

Please send me correct information about what you are doing to solve the problem with Citi.

-Scott

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netispguyAuthor

Still not working.

Five days since last sucsessful connect.

-Scott

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jmarinas

This is beyond unacceptable. It’s become painfully obvious that Intuit is deliberately pushing users away from Desktop in favor of QBO's recurring revenue model, but that doesn’t excuse the complete lack of support we're experiencing. We have paid for this service, and the level of disregard we're being shown is both insulting and unprofessional.

Our CitCard feed has been down since September 2nd, and despite numerous attempts to get help, all we’ve received are empty, canned responses that do absolutely nothing to resolve the problem. This isn't just a minor inconvenience—this is affecting our day-to-day business, and Intuit’s silence and inaction are intolerable.

We demand real answers, not generic excuses. This needs to be escalated immediately to someone who can actually provide a solution. We’ve been more than patient, but that patience has run out. It’s time for Intuit to step up and provide the support that we are paying for. We expect this to be resolved without further delay.

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netispguyAuthor

jmarinas is totally correct.

Please immediately escalate to Tier 3.

-Scott

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netispguyAuthor

Day six since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 15

If anyone is interested, I have a case number assigned for this: 15123367548

-Scott

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MattL

As a side note, we upgraded from Enterprise 22 to Enterprise 24 around the same time the Citibank Credit bank feeds stopped working. It might just be a coincidence, but I wonder if anyone else lost bank feeds when upgrading to a new QuickBooks Desktop version?

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netispguyAuthor

I personally don't believe it has anything to do with your your upgrade. I am using Desktop Pro Plus 2024 and having the issue.

-Scott

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netispguyAuthor

So, Here I am on the phone with Support. They will NOT connect me with Tier 3. They say that is not allowed. Tier II says that it is a well known problem with the Citibank systems. They asked me to call Citibank and tell them about the problem. I asked exactly who I should be talking to at Citibank??? I told them I would not do that.. it is Intuit's responsibility to discuss with their engineers. Speaking with Citi Tier I would be useless...

BUT,,, the fact that it does work with a totally new company file, yet breaks with existing company files would indicate it is broken on the Intuit (Quickbooks) side of things.

-Scott

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molly-herzog

This is so frustrating. The main reason I use QB is so I can easily import transactions. They disallowed bankfeeds in my old version of desktop which is why I had to get the new version, and after just a couple months it is now failing also - Citibank only, other accounts work fine but the bulk of my expenses are done via credit card. It's the modern way! I believe whoever said Intuit is doing this to force us over to the online version is correct. I feel we may have a class action claim against Intuit for false advertising. So infuriating!!

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LSM5

I had the same issue, called QB customer service gave me the run around. After they realized that with a new company file there is no issue connecting to Citi cards. They took my Company file removed all the Bank Feeds and sent me back the file. I had re-connect all my other bank feeds again along with Citi cards. worked for one day and the very next day same error came back!! Back to square one, I still cannot down Citi credit card transactions directly

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netispguyAuthor

Day seven since last working.

Please escalate to Tier 3.

Total days not working in September 2024: 16

If anyone is interested, I have a case number assigned for this: 15123367548

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netispguyAuthor

This morning we have make an internal decision to temporarily suspend all use of all Citibank products that we track with Intuit Quickbooks. This includes products such as American Advantage and Costco Business accounts just to name a few. Having to track and reconcile individual transactions is becoming to too time intestine. We have notified these institutions regarding our decision. At such time as Intuit is able to resolve the issue, we will return to using these products.

There was some energetic internal discussions about doing this. The compromise was that we also investigate alternative to Quickbooks products (that allow functioning direct-connect transaction downloads) prior to our renewal date.

-Scott

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debsmusings

I called today to get an update on my open ticket. After more bad phone tree experience and getting routed to the wrong place I got to a woman who saw my ticket and immediately told me that she was aware of this problem. She was notified 2 weeks ago about this problem which has been ongoing for over a few months that affects Citibank and Chase bank feeds. I explained my Chase bank feeds were okay but she said that the problem is intermittent with those two banks servers. She was unable to provide any further details on this other than to claim its a problem outside of Quickbooks on the other servers and that Intuit couldn't do anything but wait (and jerk off its customers in the process).

I subsequently called Citibank to get an update on my Citibank ticket to get an update and give an update. My experience was not satisfactory. The citibank rep insists there is no known problem that Citibank is tracking. She claims my ticket was escalated to the back office and that she would send them a message. Very uninspiring.

This is a classic example of how big companies like Intuit and Citibank get too big and systemic corporate nonsense destroys customer experiences and customer trust. I am so ready to find an alternate solution to using Quickbooks. Once one considers QB Online which is awful, its like I might as well pick any other crappy product. Anyone know of any other sofware that does bank feeds? I literally just need basic banking and credit card bookkeeping, simple invoices and statements, P&L and GL tracking. I see some people bailing on Citibank but I am ready to bail on Intuit. Suggestions welcome.

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molly-herzog

I'm right there with you and so appreciate you taking the time to update us on all the time and energy you have put in. I wish I have an alternative to suggest but I don't. ARGH!!!

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MattL

Thanks for the information. I still go back to the fact that I can connect my Citibank card via bank feeds in my newly created company but not in my existing company file, which I've used in Quickbooks for fifteen years. This points to a QuickBooks, not a Citibank issue. I don't have the energy to call support again, it's 1-2 hours my day that I cannot spare. I hope someone finds a solution and posts it.

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