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Bahar93
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I have Citibank which I used to direct transfer from Citibank to my 2019 desktop QuickBooks up to last months. I tried to do direct connect  this month and it keeps messaging that my financial institution contains information which doesn't support by QuickBooks. When I tried to do Web connect same issues.

I tried to set up new account and it doesn't sync with Citibank and ask me to manually download and when I tried it manually, it doesn't accept the files due to not supporting it.

I am going crazy with QuickBooks. Please somebody help me. When you call QuickBooks they just want to upgrade you and ask for money.

30 Comments 30
MaryLandT
QuickBooks Team

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I'm here to help bring in your Citibank transactions to QuickBooks, Bahar93.

 

Let's start by creating a backup of your company file to save the accounting data. You might run into some issues, you have a copy to restore later.

 

Next, close QuickBooks and update Internet Explorer to the latest version. It will help fix common Web Connect errors.

 

Once done, sign in to your bank's website outside of QuickBooks and check for pending alerts or messages. you see any messages about changes, follow the instructions.

 

Any changes from them will affect the bank feeds connection. If your bank stopped supporting Web Connect, follow the steps to disconnect your account

 

If you don't see a message or alert, switch banking modes. Here's how:

 

  1. In QuickBooks, select the Banking menu.
  2. Hover over Bank Feeds and select Change Bank Feeds Mode.
  3. In the Bank Feeds section, select Classic mode (Register mode).
  4. Then, follow the steps to import the qbo file.

I've also added this link for other troubleshooting steps: Fix Web Connect import errors.

 

About your support experience, I want to make sure you're contacting the right support team. We don't ask for money when upgrading your account to the latest release. Check out this link to get the correct link: Contact QuickBooks Desktop support.

 

Stay in touch with me on how this goes by commenting below. I'll be around until you're able to import bank transactions.

Bahar93
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Hi,

thanks for helping me. I checked my window 10 has been updated. Also check bank and find no information regarding changes with web connect files or direct.

I changed bank feed to classic and still same warning show up.IMG_1696.jpg  My Routing number isn't correct and but I checked and in QuickBook is correct and call  the bank the same answer. it's correct. I don't know what else to do.

jamespaul
QuickBooks Team

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Hello, Bahar93.

 

Thanks for taking the time to do all the troubleshooting steps to resolve the import error message.

 

Since we've exhausted all available solutions here, you'll want to contact our phone agents. They can check the file and see what's causing the error message to appear. Just like what my colleague mentioned, make sure you're contacting the correct support channel. I'd be glad to direct you to them. Here's how: 

 

  1. Click the Help menu.
  2. Choose QuickBooks Desktop Help.
  3. Click Contact us at the bottom of the popup window.
  4. Choose Solving Issues & Error Messages, then File & Network Management.
  5. Scroll down and choose how you want to reach us. 

 

qbdtcontactus1.PNG

 

After fixing the error message and when you're able to import your file, you can check this article if you need help categorizing your transactions: Add and match Bank Feed transactions in QuickBooks Desktop.

 

Need help reconciling your bank after managing your transactions? You can read this article for a guide how: Reconcile an account in QuickBooks Desktop.

 

You're welcome to visit the Community forums again. Post another question or visit this thread if you have other concerns regarding your company in QuickBooks Desktop. Here to help again. 

Bahar93
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I TRIED TO CONTACT THEM. TWO OPTIONS GIVEN AFTER BEING ONLINE FOR SO LONG.

DO IT YOURSELF WHICH i HAVE DONE IT AND DIDN'T WORK OR UPGRADE TO PLUS SUBSCPTION.

SO AGAIN IT'S ASKING FOR MORE MONEY.

IS THER ANYOTHER ACCOUNTING SOFWARE THAT I CAN'T WORK WITH. I AM TIRED OF QUICKBOOK.

THANKS

wlisle
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I have the same error message, so frustrating!

wlisle
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I have the same issue, so frustrating!

JDarnell
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I have the same problem. It started 4 weeks ago. My credit card transactions from CitiBank are importing ok so this is just the checking account. I also have a second company with QB and Citi and that company's checking transactions are getting the same error message. So I know that this issue is not my company file or my ability to import transactions. The issue is with QB or Citi or both!   THANK YOU FOR POSTING.  I have been suffering from this on my own and I've tried everything. 

Joylyn 

Rea_M
QuickBooks Team

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I know the importance of keeping your CitiBank's Checking account updated with its latest transactions, @JDarnell. That's why I'm here to guide you on the next steps you need to take care of the issue.

 

Since you still receive an error message when importing your transactions, I'd recommend contacting our Customer Care team. They can check what's causing the error message to appear when importing your transactions and guide you with a fix. You'll first have to check out our support hours to ensure we can assist you on time. Here's how:

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. Click the Contact us option at the bottom.
  4. Follow the on-screen instructions and tell us about your banking concern.
  5. Scroll down and choose how you want to connect with a QuickBooks expert.

 

I've attached a screenshot below that shows the first three steps.

 

Once fixed, your CitiBank's checking account transactions will automatically be downloaded. All you have to do is add or match them to the existing entries in your company file. To learn more about this, you can check out this article: Add and match Bank Feed transactions in QuickBooks Desktop. It includes details about creating rules to categorize transactions.

 

Additionally, I'd recommend reconciling your accounts every month. This is to effectively monitor the growth of your business and manage your income and expenses. For the step-by-step guide, kindly refer to this article: Reconcile an account in QuickBooks Desktop. It also contains instructions about reviewing your reconciliation report.

 

Please know that you're always welcome to comment below if you have other concerns or follow-up inquiries about managing your bank transactions in QBDT. I'm just around to help. Take care.

dawnk16
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Anyone have a fix on this?  Don't bother trying to call citibank; they are useless.

dawnk16
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Have you had any luck fixing this?  I tried calling Citibank and they are useless.

dawnk16
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

This is how I partially fixed this.

 

Open the downloaded QBO file in Notepad.  You'll have to change the file type to "all" to find it.  Once opened scroll down to <ACCTID>*8393*8393*8393*8393*8393 and change the *8393*8393*8393*8393*8393 to your account number.  Save As a QBO file and them import in to QB."

 

I say "partially" because it did import the transactions except they all just say Debit Purchase and don't give the vendor name so I still had to look at the statement to see who the vendors were and type those in, but it's better than nothing for me.

BettyJaneB
QuickBooks Team

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I'd like to thank you for sharing the steps that you've tried to get this issue sorted out, @dawnk16.

 

To help verify the reason why you can't import your bank transactions in QuickBooks Desktop, I suggest contacting our Customer Care Team. They can run a remote viewing session that can better isolate the root cause of this matter.

 

To reach them, you may follow the the steps shared by my peer Rea_M above. 

 

Ob the other hand, I'm sharing this reference with you to give you more insights about importing bank transactions in QuickBooks Desktop: Import Web Connect (.qbo) files.

 

Please update me on how things turn out. I'll be right here to assist you further if you have any other questions. Have a good one!

Twisted666
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I haven't been able to webconnect the Citibank site to our Citibank bank account to Quickbooks Enterprise desktop since early October 2020. This is absurd that it is not fixed. No one seems to know whether the problem is on the Citibank or Quickbooks side. Since early October I have to manually reconcile our Citibank account, which is a tremendous time suck. Dear Intuit, please get on this and publish here a fix. Don't make everyone have to call your tech department, especially since doing that probably requires another subscription. 

JDarnell
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Thanks so much. I tried this but when I imported the edited file, QB could not reconignize it as my existing bank account and it wants me to set up a new bank account (ugh!). I called QB today and they have no other solutions beyond what is on the forums sites. So, I also called CitiBank today at 1-877-248-6734 (direct number for online support) and they acknowledged that this is a known problem with NO solution (really??).  I let them know that this has been going on for two months. 

Joylyn

luisamilano
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I have exactly the same issue.

I've tried with Microsoft Edge and with Chrome.

 

I think it's probably related to the FLASH that blocks the page, but I can't get to remove it.

 

PLEASE SOMEBODY HELP.

 

i need to download almost 1200 transactions that otherwise I'll forced to enter manually.

this is a disaster.

 

thank you!

JasroV
QuickBooks Team

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I can see the importance of importing your bank transaction to QuickBooks, @luisamilano.

 

I would want to import those transactions seamlessly. To provide you with the right resolution, can you share with me a screenshot of the Flash you’re referring to that is blocking the page? Any additional information is appreciated.

 

Also, I’d recommend contacting your bank institution and verify if there are any ongoing issues on their end. It might the reason why your downloaded transaction won’t import in your QuickBooks Desktop (QBDT) software.

 

Additionally, ensure you use the right file format (Web connect .QBO) when uploading your transaction to QuickBooks. This way, we'll be able to upload the file effectively. If the file format is correct, I recommend reaching out to our support team.

 

They have the necessary tools to look into your account and investigate further the cause of this. To reach out to them, you can follow these steps below:

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. Click the Contact us link.
  4. Follow the on-screen instructions and tell us about your banking concern.
  5. Then choose how you want to connect with our support tea.

You can also check this link for more details and their availability hours: Contact QuickBooks Desktop support.

 

I’ve also collected these resources for additional details in importing your bank transactions and how to fix them in case you run into some errors:

Once you’re able to import your transactions, you can now categorize and reconcile your accounts. To be guided accordingly, you’ll want to work with your accountant to ensure your accounts in recorded correctly. If you don’t have one, you can visit our ProAdvisor page and we’ll help you find one from there.

 

Let me know if you need further help importing your transactions to QuickBooks. I’ll be around ready to back you up. 

dawnk16
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

 

 

Deactivate the account for online services.  Then when you try to import, it should ask you for an existing account.

 

 

dawnk16
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Did you try the fix I had posted above?  Opening in notepad and changing the account number?

u33079
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I found this Option to work. thank you.

Step 1: Download the file as a QBO

Step 2: Open the QBO file with Note Pad

Step 3: Search for <ACCTID>

Step 4:  Replace <ACCTID>*5555,-*5555*5555*5555 with <ACCTID>xxxxxx5555

You can check an older QBO download (in Notepad) that worked with the correct AcctID characters that fit your account. I am using 5555 as a proxy example 

CD510
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

This is a reply to @Rea_M  on their post from ‎November 24, 2020 01:43 PM

 

This is not helpful at all. I'm having the same issue - can't import Citibank Business QBO files into QB Pro 2019 DESKTOP.  They imported fine a few months ago, and usually worked well before that. We've been using Quickbooks since 1998.  This sucks.  

CD510
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

I'm having the exact same issue.  Can't import QBO bank statements downloaded from Citibank Business (website via login, NOT security token) into QB Pro 2019 Desktop.  Citi is saying it's not a problem on their end, and Intuit says it's not their problem.  I think it may be a Citi issue as I found an older QBO from a few months ago and reimported it and IT STILL IMPORTS OK.  I'll post again if we find a solution.  

 

SS

CD510
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

@dawnk16 and @u33079  thanks so much for taking the time to resolve something that Citibank and Intiut can't help with!  This is a @Citibank downloads Citibank problem, which they need to resolve. 

 

Great workaround, thanks for posting this.  I was able to modify the QBO file using Notepad and then modified the incorrect line under <ACCTID> *1234*1234*1234*1234 to <ACCTID> xxxxxx1234 and it resolved the issue.  I figured it was a Citi issue when an older QBO file I had from a few months ago imported correctly.

 

Dawnk16 was correct that you also have to Deactivate Online Services from your Citibank Checking acct in QB, then open the QBO file so you can re-select the existing account, then it readds it to Bank Feeds.  What a hassle.  @Citibank downloads please fix this!!

CD510
Level 2

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

@Twisted666 @Bahar93 @wlisle @JDarnell @luisamilano this is a Citibank problem with the QBO file, but you can quickly edit the QBO as a workaround. Check the rest of this thread for the fix others have posted.  Cheers!

 

@JasroV @BettyJaneB @Rea_M @JamesC @JamesM Can you please reach out to your Citibank partners and ask them to resolve the incorrectly formatted QBO file?  Not sure if they own the @Citibank downloads avatar or not.  Cheers!

 

SS

Dan berg 07
Level 1

I can't import from Citibank to my 2019 desktop QuickBooks by direct connect or Web file connect

Ipartially" fix? because it did import the transactions except they all just say Debit Purchase and don't give the vendor name so I still had to look at the statement to see who the vendors were and type those in, but it's better than nothing for me.

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