Keeping 2 Citibank credit card account synched at same time

It's nice to have you in the Community today, @BAS_8. I've got your back.

To prevent transactions from being recorded in the wrong account, we can modify the accounting setup for your banks and credit cards. It's important to set them up correctly so that you can track your transactions accurately and allocate them to the correct account.

I'd suggest contacting your financial institution to verify if there's a system issue or ongoing maintenance on their end. And to know their way of linking the two credit card accounts at the same time.

You may visit this article for a more detailed explanation about setting up a bank or credit card account with multiple subaccounts. You'll learn how to connect it to your bank and reconcile downloaded transactions in QuickBooks Online: About bank or credit card subaccount setup.

When it comes time to reconcile, all transactions in the subaccounts are rolled up into the parent account. This is the reason why you only need to reconcile the parent account. Check out this article for a complete guide in reconciling your account: Reconcile an account in QuickBooks Online.

Furthermore, I've included the following resource to ensure that downloaded bank and credit card transactions are properly reviewed for future reference: Categorize and match online bank transactions in QuickBooks Online.

Don't hesitate to click the Reply button below if you need further assistance with your bank connectivity. I'm always here to help you. Have a nice day!

Thanks for your quick response.  Two thoughts;

A) The connection to Citi works:  I called Citibank and there are no issues on their end.  This is validated becuase I'm able to connect both of my Citi credit card accts to QB.  Getting the accounts to connect to QB isn't the issue.  The issue is that QB won't keep both connected at the same time.  

B) These are not sub accounts:  I have two different Citibank accounts.  One of them is not a sub-account of the other.  

Please help, we need to figure out a way for both accounts to remain connected at the same time.

Thanks for coming back here in the thread, @BAS_8. Let me give you further insights into this concern.

Before anything else, know that we recognize the urgency of this matter and want to help you get through this as soon as possible. Upon checking here on our system, there's an ongoing investigation about connecting Citi Bank to QuickBooks. Our engineers are aware of it and are now working on a fix. I recommend contacting our support team so they can add you to the list of affected users and receive updates once it's fixed. You can follow these steps to contact our customer care team:

1. In your QuickBooks, click Help.
2. Select either tab to get started.

Note that if you're using QBO Plus, Essentials, or Simple Start, the support team is only available Monday to Friday from 6 AM to 6 PM Pacific time and Saturday from 6 AM to 3 PM Pacific time. And if you're using QBO Advanced, you can reach the support team any time from any day.

On the other hand, visit this article as a reference for managing the beginning balance of your bank accounts in QBO: Enter and manage opening balances in QuickBooks Online.

You can reply to this post for more questions about managing your bank accounts in QBO. I'm here to help you. Take care!

I'm also having this issue.  Just started happening within the last month.  I have 3 separate Citi logins and when I reconnect one, it disconnects the other 2.  There is no issue on Citi's end. Did quickbooks stop allowing multiple accounts (each with unique logins) for the same bank to be connected at once?

I continue to have the same problem.  QuickBooks sent me an email suggesting they fixed the issue, but it is not fixed.  I am still not able to keep two Citibank credit card accounts synched at the same time.  And it's not a Citi issue because both accounts can be connected to QB, just not at the same time.

Thanks for joining this thread, baitinator. I appreciate your detailed information.

I've reviewed our ongoing investigations and can confirm there's currently no investigation about this exact topic currently.

To verify my understanding, are you encountering any error messages when an account is being disconnected on its own? If you're able to provide any screenshots of what you're seeing when this occurs, those can also be helpful to give me a better understanding of what's occurring.

Since an account is being disconnected when you connect an account, I'd recommend initially checking with your bank. You can sign in to the account on their website and check for any alerts, messages, or notifications about new security updates or etc. Sometimes such changes on a financial institution's side can cause issues with connecting accounts to QuickBooks. If anything needs to be acknowledged, be sure to acknowledge it first before trying to connect the account again.

If you've confirmed there appears to be nothing causing this on your bank's side, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research with you, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about fixing known bank connection errors which may come in handy moving forward: Fix bank errors

Please don't hesitate to send a reply if there's any questions or additional information you'd like to provide. Have a wonderful Monday!

My client has two Citibank accounts, one checking and one money market. On March 3, 2024, they suddenly stopped syncing, and the QBO system is recognizing them both as "Citibank Credit Card". Is anyone else having this issue? 

Hello there, @Julianap1.

I've got some insights to provide.

For most banks, QuickBooks downloads the latest available transactions every night. Some may takes much longer. If you want the latest available transactions, let's manually download transactions as this refreshes all your connected bank and credit card accounts.

I'd be glad to show you how:

1. Sign in to your QuickBooks Online account.
2. Go to Transactions, then Bank transactions.
3. Select Update.

For visual reference, I've added a screenshot below.

Once done, you also have to check your bank or credit card's website to make sure everything is working on their end or if there are alerts or notifications.

Here's how:

1. On the left navigational panel, look for Transactions.
2. Then select Bank transactions.
3. Select Link account. Just a heads up, you won't add an account, the only thing is the listed URL
4. Search for your bank and click it.
5. Copy the URL listed for your bank.
6. Sign in to your bank or credit card's website using the copied URL.

If the issue persists, sign in to QuickBooks using an incognito or private browser, or try other browser troubleshooting options.

In the meantime, I recommend manually upload transactions into QuickBooks Online.

Lastly, I've added this article that you can browse through for you to be able to learn how to combine multiple transactions into a single record so it'll match your real-life bank deposits: Record and make bank deposits in QuickBooks Online.

Please keep me posted if you still need further assistance managing your bank account. I'd be glad to assist you at any time. Have a good one.

I have exactly the same issue.  I have to decide which card to sync and then log into the other the next time.  It is AWFUL.