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Both Citi accounts show I need to "fix" the connection (edited)

disc2120

Both my Citi accounts continuously ask me to fix the connection issue but there is nothing wrong and my accounts are syncing normally. I have tried clicking fix now, remind me later and have reset the connections to both accounts. This has been ongoing for 4 days.

Screenshot_20260202_114401_Quicken Simplifi.jpg

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Coach Natalie

@disc2120, thanks for reaching out to the Community with this issue!

I noticed that you're using the Quicken Simplifi Mobile App. Is this issue also present on the Web App? I ask because we had a recent issue on the Mobile App where users were being presented with the "fix it" dashboard card for closed accounts, and I'm wondering if this may be related.

https://community.simplifimoney.com/discussion/15573/account-needs-attention-shown-on-mobile-app-for-closed-accounts-edited

That issue was fixed with the 6.4.3 mobile release, so if you're just seeing this on the Mobile App, I think an uninstall/reinstall of the app may be the best place to start troubleshooting this.

Let us know!

disc2120

I am using 6.4.3 Android and also tried uninstall and reinstall. The problem persists.

Coach Natalie

@disc2120, thank you for giving those steps a try!

While the problem is actively occurring on the Mobile App, can you check the Web App to see if it's also occurring there, please? Here is where you can sign into the Quicken Simplifi Web App: https://www.quicken.com/products/simplifi/

If you see an error or issue indicated on the Web App as well, please send a screenshot so we can get a clearer picture of what's going on.

disc2120

The web also shows a connection issue but then on the accounts section it shows as all good.

Coach Natalie

@disc2120, thank you for checking!

I suspected this may be the case, as we frequently see the cloud icon with a line through it pop up for Citi accounts. It would be nice if the messaging was clearer on the Mobile App, but I can confirm that the cloud icon is nothing to worry about. It's typically up during peak hours or when we know a bank is experiencing throttling or things of that nature. I would say if your accounts are updating with no issue, you can just ignore the message. It will clear on its own once the outage or throttling is resolved.

Here is our support article that goes over this in more detail: https://support.simplifi.quicken.com/en/articles/11780893-what-does-service-is-currently-unavailable-cloud-icon-on-accounts-mean

I hope this helps!

disc2120

You say I can ignore it and of course that's true but every time I open the app the top 1/3 of the screen is occupied by a message saying I have a account connectivity issues. It's really annoying and there's no way to dismiss the message, clicking the remind me later button hides it for maybe 10 seconds which is kinda funny.

The number one complaint about this app is the connectivity issues and I get that is unavoidable but maybe spend some time to make the notifications about that issue less intrusive. I feel like half the time I use the app I have to scroll down past that reminder.

Coach Natalie

@disc2120, I definitely understand where you're coming from, and sadly, it doesn't look like there's a way to remove or hide the "Account needs attention" card from the dashboard in the Mobile App.

With that, I'd recommend creating an Idea post requesting the ability to hide this card from the dashboard so other users can vote for it and our product team can review it. Idea posts allow our product team to determine how many users would like to see a change made.

https://community.simplifimoney.com/discussion/998/creating-and-voting-for-ideas-in-the-community

You'd have my vote!

JRP

I am using the web app and have the same problem with Citi accounts. Several of my accounts are getting the request to refresh every day, and my wife's account shows "disconnected" immediately after I refreshed the connection. HELP!!

SimpliFi.jpg

Coach Natalie

@JRP, thanks for joining the discussion!

To clarify, do the accounts still update? If so, you can ignore the cloud icon and proceed with using Quicken Simplifi as normal. Our support article here goes over this in more detail: https://support.simplifi.quicken.com/en/articles/11780893-what-does-service-is-currently-unavailable-cloud-icon-on-accounts-mean

I hope this helps!