Citizenbank won't add

Rpboulan

I joined this app today in the hopes that you could connect my citizens bank account. However, when I add citizens bank it's says something to the extent of "all of your account are already added" yet no accounts show up innthe app. HELP!

Coach Kristina

Hello @Rpboulan,

Thank you for letting us know you're encountering this issue. To assist with this, please provide more information. What type of account are you trying to connect (checking, savings, investment, etc.)? What is the exact URL that you use when you log into your account directly through the financial institution website? Has there been any activity in the account in the last 90 days?

Thank you!

Rpboulan

https://www.citizensbankonline.com/olb-root/login

I have multiple accounts with them. Checking and saving. I was hoping to add them all.

Yes, this is my primary bank. If I can't sync it this software is of little use to me.

Coach Natalie

@Rpboulan, thanks for the reply and additional information!

When viewing your connection attempts from our end, I see that you've tried 3 different Citizens Bank options in Quicken Simplifi. All 3 of them show success on our end. Did you get the same "You have already added all your accounts at this bank" message with all of them?

It looks like there are additional Citizens Bank options listed in Quicken Simplifi with a URL of citizensbank.com, including a couple of mortgage options. Can you give these a try as well, just to make sure they don't work for you?

We look forward to hearing back from you again!

Rpboulan

I went throughI went through and added every single one of them. Same message same issue

Coach Natalie

@Rpboulan, thanks for giving those additional bank options a try and posting back!

It sounds like we will need to escalate this. We will use the regular 'Citizens' bank option (the one listed as just "Citizens") to do so, assuming that this option should work for your accounts. With that, please provide the following data:

1. Has there been any activity in the accounts in the last 90 days? (Answered yes above)
2. Are the accounts considered external accounts (i.e., are you redirected to a different website when selecting the accounts on the bank's website)? If so, what URL are you redirected to?
3. Are the accounts a subtype of a different account?
4. Has the bank made any recent changes to its website or sign-in process?
5. Are you the owner of the accounts? 
6. The names of the accounts, as they appear on the bank's website.
7. A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.
8. A screenshot of the Add Account screen in Quicken Simplifi showing the "You have already added all your accounts at this bank" message.

Please also submit your logs via the 'Send Feedback' option:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Much appreciated!~

Rpboulan

Thank you for escalating, I logged into my account using the webpage instead of the app and when I did that it DID add my Citizens accounts. I am not sure why adding it from my phone failed.

Coach Natalie

@Rpboulan, oh cool! I'm glad you were able to get connected!