Missing Investment Account from Citibank (edited)

Bill N

Hi,

I have checking/credit card/investment accounts under the online.citibank.com website.

When i connect to the account, the investment account show up as an option to choose to connect to. However, the investment account does not appear in the list of accounts connected after I finish the connectivity widgets.

Please help.

Coach Jon

Hello @Bill N,

Thanks for reaching out! To clarify your issue, did all other accounts you were trying to connect in Quicken Simplifi appear as available to add? I would see if the following steps work to resolve the issue with the missing account:

1. Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
2. Make all of the accounts with the bank manual by following the steps here.
3. Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
4. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

If that still does not work in resolving the issue, please provide the following information:

• Has there been any activity in the account in the last 90 days?
• Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
• Is the account a subtype of a different account?
• Has the bank made any recent changes to its website or sign-in process?
• Are you the owner of the account?
• The name of the account, as it appears on the bank's website.
• If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
• 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.
• A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

We will also need logs to be submitted:

1. Log in to 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.