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pat-yan
Level 3

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

 
10 Comments 10
Catherine_B
QuickBooks Team

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

Hello there, pat-yan.

 

Good job for manually updating your bank account. I've also checked for similar reported issues on our list and didn't find any. You'll want to check the Transactions page and filter the date of the missing transactions. If you received an error after updating the account, you can follow the troubleshooting steps on this page: What to do if you get a bank error or can't download transactions in QuickBooks Online.

 

Meanwhile, you'll want to manually upload your transactions. For more details, you can click here.

 

Feel free to mention me in your reply if you need anything else. Take care!

pat-yan
Level 3

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

There's no error number. The accounts page says this under Citibank:  "We are having temporary problems accessing your account. Please wait a few hours and try again." This error isn't listed on the page you provided.

 

It's had this message for over a week. The account was last updated 16 days ago. 

 

As I mentioned, I already tried reconnecting the account login and clicking "refresh all"

RCV
QuickBooks Team
QuickBooks Team

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

Thanks for coming back and bringing this to our attention, pat-yan.

 

I've checked here on our end and there's no reported case about this one. I appreciate you for performing some troubleshooting steps to get your online banking working. In this case, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and further investigate this matter.

 

You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how to reach them:

  1. In your QuickBooks Self-Employed account, click Assistant located in the upper right-hand corner.
  2. Type Talk to a human twice to see the Message an agent or Get a callback option

I've got a link here that provides you articles with managing bank feeds: Find help with bank feeds and reconciling accounts.

 

Keep me posted if you need a hand with downloading and categorizing your bank transactions or any QBSE related. I'm always here to help.

pat-yan
Level 3

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

It's Saturday 7:20am. Quickbooks shows that customer support is CLOSED.

Rubielyn_J
QuickBooks Team

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

 

Let me provide some information about our support hours in QuickBooks Self-Employed, @pat-yan.

 

You can get in touch with a human on Monday-Friday 6 AM to 6 PM and Saturday 6 AM to 3 PM PT. 

 

You may also request a callback once the option is available. Our QuickBooks Assistant can provide you quick and personalized answers to your question.

 

I've also added this article that can guide you to connect accounts in QuickBooks Self-Employed: Connect bank and credit card accounts.

 

Just click the Reply button if you need further assistance with managing banking transactions in QBSE. I'll be more than happy to help. Keep safe always.

pat-yan
Level 3

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

It’s Saturday 9:33am. Not open.

magee508
Level 2

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

I also have trouble with Citibank. Quickbooks cannot download transactions to Quickbooks because the account number is not being imported correctly. Citibank insists this is a Quickbooks error to fix how the account number is being imported/downloaded.

Pabz_L
QuickBooks Team

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

Hello there, @magee508.

 

 Allow me to share some troubleshooting steps that will help you download your transaction in QuickBooks Self-Employed (QBSE).

 

When you connect your bank to QuickBooks Self-Employed, the system downloads 90-days of bank transactions. After that, your banking transactions will be download regularly (every 24 hours).

 

To fix this, I recommend using a private browser. It will help us identify if this is a browser issue. 

 

 Here are the shortcut keys for each browser:

 

  • Press Ctrl + Shift + N for Google Chrome
  • Hit Ctrl + Shift + P  Mozilla Firefox
  • Hold Command + Shift + N for Safari

 

If it works in private browsing, clear the cache of your previous browser. This might be caused by the stored files in your browser. When you visit different sites, it keeps the files on your cache so you can easily load the pages next time. If the cache is holding too much data, it can affect the browsing performance of the currently opened sites like QBSE.

 

If the issue persists, I'd suggest contacting our Customer Support Team to resolve this issue right away. To reach them, you can follow the steps given by RCV.

 

You can also use this handy article on what to do if you get a bank error or can’t download a transaction.

 

Reach out to me if you need further assistance while working in QBO. I’ll be right here to help and make sure you’re taken care of. Have a good one.

JKdmm
Level 1

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

HI.  I am using Quickbooks Desktop and haven't been able to connect for over a month now to my Citi checking acct,.  The error message in QB says:

Acct info downloaded by institution contains info not supported by QB. 

 

I have had this acct for 5 years... nothing has changed and have been downloading the whole time.  

 

MaryLandT
QuickBooks Team

Citibank account is not connecting and hasn't been updated for 16 days. "Refresh all" doesn't work.

Let me provide some steps so you can connect again your Citi Checking account, JKdmm.

 

You can start by checking with your bank if there are some changes on how they support QuickBooks Desktop. To do so, you need to sign in to your bank's website and check for messages.

 

If you see any messages about changes, follow their instructions. Once done, go back to the Bank Feeds and start downloading transactions.

 

If the error persists, make sure you're using a supported version of QuickBooks Desktop.

 

If you're getting the same results, I recommend contacting our QuickBooks Desktop Team. They can check what's causing the error when connecting the Citi Checking account.

 

Here's how to contact them:

 

  1. Visit this link: https://quickbooks.intuit.com/learn-support/en-us/contact.
  2. Choose QuickBooks Desktop and its edition. Then, enter a brief discussion in the What's your question? field, then click Continue.
  3. You can either chat or get a callback. 

I've added this link to know when to contact us: QuickBooks Desktop support.

 

In the meantime, you can download transactions using Web Connect. Doing this will help ensure your books have accurate records.

 

Let me show you how to import transactions:

 

  1. Go to the Banking menu.
  2. Hover over Bank Feeds, then select Banking Center.
  3. Find your bank and select Download Transactions. This opens a browser window to your bank's website.
  4. Sign in to your bank's website to download the Web Connect file.

You can refer to this link for additional information: Download Bank Feed transactions in QuickBooks Desktop.

 

Stay in touch with me if you need anything else by commenting below. Just tag my name, and I'll get back to you.

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