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

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:

1. In your QuickBooks Desktop, hover over the File menu.
2. Select New Company. Choose Express Start or Start Setup.
3. 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.

1. Hover over the File menu, then choose Utilities.
2. 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: 

1. Open your company file. 
2. Go to the File menu. Choose Utilities.
3. Select Rebuild Data. Tap on OK to close all windows.
4. QuickBooks will prompt you to do a backup before rebuilding your company file. Click OK.
5. 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: 

• Add and match Bank Feed transactions
• Learn the reconciliation workflow in QuickBooks. 
• Fix issues when you're reconciling. 

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.

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

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.

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Help.
3. Select Contact Us.
4. Enter your issue.
5. Hit Continue.
6. 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.

You understand I have already called support and did not have a good user experience. They did NOT have the expertise to solve the problem. Maybe I should call up and request a supervisor? 

You also understand that I have 5 other banks configured that are all working correctly...only "Citi" has stopped working for the past 96 hours.

I wish people would please stop telling me how to set-up banks feeds... I already know how.

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

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:

•  Add and match Bank Feed transactions in QuickBooks Desktop
• Create rules to categorize transactions in QuickBooks Desktop
• Learn the reconcile workflow in QuickBooks

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.

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.

I have the same issue.

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:

1. Open QuickBooks.
2. Go to Help, then select Contact Us.
3. Give a brief description of your issue, then choose Continue.
4. Sign in to your Intuit account, select Continue, and then Continue with my account.
5. We'll email you a single-use code. Enter your code and select Continue.
6. 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:

• Create rules to categorize transactions in QuickBooks Desktop
• Add and match Bank Feed transactions

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.

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!

Were you able to resolve this? This week, we lost the ability to import credit card transactions using bank feeds from Citibank.

How did you solve the issue?

I'm not sure the exact resolution.  I think it was a fix on the QB side.  Also not sure if this fix was from an update that happened overnight and/or a reboot of my QB Server too.  Again all is working fine now for my 2 citi card downloads. 

Allow me to chime in and help rectify the error received when connecting and importing credit card entries from Citibank, MattL.

In QuickBooks Desktop, error OLSU-1011 occurs when there are issues with your bank's servers. To help you fix this issue, I recommend following the steps provided by my colleagues above and ensure to secure a backup copy of your company file before performing them.

I'll also share this reference for additional guidance: Fix OL and OLSU Bank Feeds errors.

However, if the issue persists even after performing the steps on this thread, it's best to contact our Customer Care Team. They have the relevant tools to provide real-time assistance and may create an investigation ticket if necessary.

In the meantime, you can manually import the credit card transactions into your QuickBooks account so you can match them from your banking feeds.

Moreover, here's an article to help you handle and review your online bank entries: Learn the reconcile workflow in QuickBooks.

You can always get back to this forum if you require additional assistance or provide updates when troubleshooting the error in your account. I'll be around anytime to further help you. Keep safe.

It’s working again for me as well.

I wish Intuit had a better way of communicating issues within their tiered support groups. They need to understand when a user has an issue that was working and suddenly is broken. Their current troubleshooting methodology assumes the user understands nothing and that leads to a lot of waisted time. In my case, we should have started with tier II. 

I am in the exact same boat. Long-time bank feeds user, no issues with other accounts, only Citycards since September 2 also. UGH!!!

Update....I was able to reconnect to the Citibank credit card by setting up a "new company" in Quickbooks. I also had to go into Citibank Online in the Data Management Hub and approve Quickbooks https://online.citi.com/US/ag/ofxConsentPage. With the approval in the Data Management Hub in Citibank, I connected Citibank's credit card to the new company; however, I cannot connect the credit card to the original company file where I need it. 

I'm 50% solved, but I could need assistance figuring out how to connect the credit card to my existing company account.  

It’s great to hear you’re halfway there, MattL. You’ve made significant progress, and I appreciate the steps you’ve taken.

Given your successful connection with a new company file, I recommend the following detailed steps to ensure your existing company file remains issue-free:

1. Back up your company file before performing any steps.
2. Verify and Rebuild Data in QuickBooks Desktop: This can help to uncover and fix common issues.
3. Fix company file and network issues with QuickBooks File Doctor: This can help determine and fix the company file issue.
4. Contact QuickBooks Support:  If the issue persists, contact QuickBooks support for more detailed assistance. They can escalate your company file to the QuickBooks Data Services team for a thorough investigation.

Additionally, we wish to draw attention to pertinent resources within QuickBooks that could greatly aid your bank transactions, ensuring comprehensive financial management:

• Add and match Bank Feed transactions in QuickBooks Desktop
• Reconcile an account in QuickBooks Desktop

If you need additional guidance, particularly with managing your bank transactions, or have any related questions, please feel free to reach out below. We are dedicated to offering you prompt assistance and look forward to helping you achieve your financial goals.

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.

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:

1. In your QuickBooks account, go to the Help menu at the top.
2. Select QuickBooks Desktop Help. 
3. Choose Contact Us. 
4. Enter the issue or topic in the field box. 
5. 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.

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

I concur with Scott. Those above and I all had set up bank feeds and it was working properly until 9/2. The person above was able to connect a new QB company to citi bank, just not his original company. This says to me there was some sort of change to our existing accounts made from within Intuit which is now preventing connection to citi bank.  

Come-on Quickbooks team... Please comment.

I spent an hour on the phone with Quickbooks support yesterday. Their solution was to download a QBO file from Citibank and then upload that to my credit card account in Quickbooks. Sure, it brought in missing transactions, but it also brought in every other transaction from the month that was already there from when the Bank Feeds were still working. This is not the answer! The solution is to fix Bank Fees for Citibank credit cards. 

If anyone figures out a solution, please post it.