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Level 1

Why quickbooks cannot connect to citibank?

15 Comments 15

Why quickbooks cannot connect to citibank?

Hello there, hattier,


Do you have a specific error message or code when you go to the Banking page? This would help us review our system for any reported issues related to Citibank.


Meanwhile, the Banking page cannot download your bank transactions if the connection between your bank's website and QuickBooks Online is interrupted. I'd recommend visiting your bank to see if they have an ongoing website maintenance. After that, we can refresh the connection by doing the manual update.

  1. In the Banking page, highlight the bank you're working with.
  2. Click the Update button and enter the Multi-Factor Authentication credentials if asked.
  3. Continue with the update.

You can use this link for reference: What to do if you see a bank error or bank transactions won’t download.


Let us know how this goes so we can further assist you. Additional details would be much appreciated. Have a great day!

Level 1

Why quickbooks cannot connect to citibank?

i get the message...something unexpected happened and we cannot connect to Citibank credit card.  

QuickBooks Team

Why quickbooks cannot connect to citibank?

Hi hattier. 


We can click the Refresh all button to get rid of this unexpected behavior when reconnecting between CitiBank and QuickBooks. 


Here's how to Refresh the page:

  1. Go to the Gear icon at the top.
  2. Under Transactions, choose Bank Accounts.
  3. Click the Refresh all button.

Once you've done refresh the page,  we can try again connecting your bank accounts. Here's how:

  1. Go to the Gear ⚙ icon, and then select Bank accounts.
  2. In the search box, enter the name or URL of your bank. Then select Continue.
  3. If you've already connected an account before, select Connect another.
  4. Enter the sign-in info you use for your bank's website.
  5. When you’re ready, select Connect securely.

QuickBooks Self-Employed will now automatically download your recent bank transactions.


If you're still unable to connect your bank account, I'd suggest reaching out to our Customer Support Team. They can pull up your account and further investigate why you're unable to connect your Citi Bank with QuickBooks.


For additional reference, you can check out these articles:

If you have any other questions, feel free to post here at anytime. Thank you and have a nice afternoon. 

Level 2

Why quickbooks cannot connect to citibank?

I have this same error. For years it worked and now it will not connect. My issue is that citibank now have a security notice at the top of internet banking asking to install a citibank token (which I have already done) but you can't click the notice off, its permanently there until Citibank decide to take it down. I am pretty sure this is what is effecting its ability to connect to Quickbooks. There doesn't seem to be a way around it (I've contacted them). Hope this helps someone else out with the same issue, if anyone has a fix, please let me know.

Level 2

Why quickbooks cannot connect to citibank?

I have the same issue,  was working but now nothing.

QuickBooks Team

Why quickbooks cannot connect to citibank?

Hello there, deanhowell.


I'd suggest performing the steps provided by my colleagues provided in refreshing your bank accounts. If you get the same thing, you can try checking your bank's website if there are alerts, updates, or notifications that need action. 


Meantime, you can manually import your transactions into the system. Aso, I'd recommend contacting our phone support team so they can investigate the issue further. I'll also be attaching articles that will help you in handling bank download transactions:


Let me know if you have other questions. Take care and have a great day!

Level 2

Why quickbooks cannot connect to citibank?

I have tried all the recommendations and still can't connect unfortunately.


Why quickbooks cannot connect to citibank?

I'd also like this fixed as much as you do, @deanhowell.


I've got some ideas to make sure you can connect your Citibank in QuickBooks Self-Employed (QBSE).


First, I'd suggest reaching out to your bank to know if they have on-going system maintenance or policy changes. If all is good on their end, I'd suggest getting in touch with our live support. They can determine what's causing this issue and escalate this case if needed.


Please note that you can connect with one of our representatives M-F 6 AM to 6 PM and Saturday 6 AM to 3 PM PT. Here's how to contact our support team:


  1. Open your QBSE account on a web browser.
  2. Click Assistant at the top, and then type Talk to a human.
  3. Select your preferred support method: Message an agent (live chat), or Get a callback.
  4. Enter your concern on the box provided, like "I'm unable to connect my Citibank in QBSE."
  5. Please follow the on-screen instructions to proceed.


Another way to contact us is through your iOS device. For more information, please check out this link: Contact QBSE Support.


Meanwhile, you can manually upload your transactions to bring them into QBSE. Once done, you're now ready to categorize your entries to ensure they go to the right accounts.


Feel free to tag me if you have more banking concerns or any QuickBooks-related. You can lean on me anytime.

Level 3

Why quickbooks cannot connect to citibank?

I have ths same issue. Happened last year, every few months. So annoying because the qb support keep saying the same things and clearly it doesn't work.

Fiat Lux - ASIA
Level 15

Why quickbooks cannot connect to citibank?


Try open your QBSE/QBO account on private/incognito browser and run the bank feeds. As another option, utilize the trial version of SlickConnect to isolate the issue. If the same error persists, there is an ongoing problem on the bank.


Level 1

Why quickbooks cannot connect to citibank?

We couldn't process your payment. Make sure your billing info is up to date. If the issue persists, please contact support and reference this message. (Error code:-81624)

Level 3

Why quickbooks cannot connect to citibank?

QBO does not work with citibank

There's no other reason. Every few months it's down a few weeks. QBO support pretends it's only you and nobody has ever had that problem. But online you can clearly see others having the same issues.


Last time QBO even admitted some issues with the link with citibank.


"temporarily" they said, then claimed it was being restored - of course it was off for another few weeks.

QuickBooks Team

Why quickbooks cannot connect to citibank?

I understand how hard it must be for you, @danvers


I appreciate you taking the time to express your concerns about linking Citibank to QuickBooks Online (QBO).


Looks like you contacted our support before and the issue still remains. However, I'd still suggest contacting our support team to follow up on your case. They can take a look at your account to check what's causing it. 


Here's how to reach out to them: 


  1. Go to the Help menu in the upper-right-hand corner to open the QB Assistant window.
  2. Type in "talk to a human", then press Enter.
  3. Click Contact Support Team, then let them know that you're getting an error.
  4. Press Enter once again.
  5. Select No, I still need help, then choose Contact Support Team.
  6. Look for the Chat option and click on it.


For more detailed steps, please refer to this article: QuickBooks Online Support.


In addition, I will add this article to guide you in reconciling your transactions: Learn the reconciliation workflow in QuickBooks Online.


We appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to comment below. 

Level 1

Why quickbooks cannot connect to citibank?

I am experiencing this problem now myself. Were you ever able to link the citibank account?

QuickBooks Team

Why quickbooks cannot connect to citibank?

Hi there, @FirstChog.


I noticed a similar question about bank connectivity was also asked in another thread recently.


I wanted to provide you with a direct link to that conversation where my colleague provided a detailed response:


Let me know if you have other concerns about connecting your bank to QuickBooks. If you'd like to take care of your entries, paychecks, and more. Come back here I'll help you out.

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