Issues setting up Online Banking with Citibank

jtaylor1 · ‎March 11, 2020

Hi there - hoping to get help adding my Citi Credit Cards to QB Desktop for Mac. I'm able to add other banks just fine. When adding Citibank, I enter my credentials, and when it moves to the account selection screen, I just get an error that says "Connection Error - General Error"

Oddly, I also use Mint for my personal accounts and it's able to authenticate with Citibank just fine.

The credentials are all working fine in a web browser. I also see 3 different entries for Citibank (Citibank / Citicards / Citicards Quickbooks). None of them work and I get the same error with all 3. Any ideas?

Rasa-LilaM · ‎March 11, 2020

Hi there, jtaylor1.

Welcome to the Intuit Community. I have a few troubleshooting steps you can try to get past the error.

Let’s try connecting your Citibank account using a sample file. This is to help identify if the issue stems from your bank or its servers.

Go to the File▼ drop-down menu to choose the New Company option.
Type in a name for the dummy company file and then hit Save.
Fill in the field boxes in the Create New Company wizard and choose Finish.
Then, add CitiBank to the Chart of Accounts.
Set up online banking for the account.
Click Download transactions.

If you get the same result, the issue could be on the bank’s website. Check the account information and verify there’s an outage.

However, if they’re unable to determine any connection issues, follow the recommended steps in this article. Perform Solutions 4-6: Fix Online Banking.

Let me know if you need further assistance while working in QuickBooks. I’m here ready to help and make sure you’re taken care of. Have a good one.

View solution in original post

Rasa-LilaM · ‎March 11, 2020

Hi there, jtaylor1.

Welcome to the Intuit Community. I have a few troubleshooting steps you can try to get past the error.

Let’s try connecting your Citibank account using a sample file. This is to help identify if the issue stems from your bank or its servers.

Go to the File▼ drop-down menu to choose the New Company option.
Type in a name for the dummy company file and then hit Save.
Fill in the field boxes in the Create New Company wizard and choose Finish.
Then, add CitiBank to the Chart of Accounts.
Set up online banking for the account.
Click Download transactions.

If you get the same result, the issue could be on the bank’s website. Check the account information and verify there’s an outage.

However, if they’re unable to determine any connection issues, follow the recommended steps in this article. Perform Solutions 4-6: Fix Online Banking.

Let me know if you need further assistance while working in QuickBooks. I’m here ready to help and make sure you’re taken care of. Have a good one.

cannyfoundation- · ‎March 17, 2021

I have connected two of my banks to quickbooks, but I am unable to connect my citibank banking and credit card account. I keep getting this error message: Your request has failed due to an internal error or server unavailability.

Please help me solve this issue so my accountant can pull my citi credit card info automatically. I am using a MAC desktop computer...using your quickbooks online software.

MaryLandT · ‎March 17, 2021

Let's get rid of the error so you can connect Citibank with QuickBooks, cannyfoundation.

Thank you for the screenshot. It's showing that Citibank isn't connecting on a Safari browser.

Let's use other supported browsers and connect your bank from there. You can select one from the list:

Google Chrome
Mozilla Firefox. Note: To preview and print forms on Mac OS, you'll also need the Firefox PDF plugin.
Microsoft Edge
Safari 11 or newer (Mac only)

If the same issue persists, I recommend contacting our QuickBooks Online Team. They can create a case and forward it to our Online Banking Team for further investigation and fix the error.

Let me know how the contact goes or leave a comment below if there's anything else you need when connecting your bank. I'm always right here to help.

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Issues setting up Online Banking with Citibank