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ExxonMobil - "We encountered a problem processing your request. Please try again later." (edited)

Jeff C

Looks like it's been failing for a couple of weeks now. I disconnected the account in Simplifi to see if re-connecting would fix the problem.

The sign-on popup is coming up, but when I click Sign On, I get the error: "We encountered a problem processing your request. Please try again later."

URL is: https://citiretailservices.citibankonline.com/RSauth/ob/aggregator/obsignon?siteId=PLOC_EXXONMOBIL&pageName=obsignon&langId=en_US

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Jeff C

Update: The balance in the Dashboard is somehow updated now (even with the account disconnected) but I don't have any recent transactions.

I should note that the URL that Simpilfi is using is NOT the same one I use when I log in manually to my account.

Coach Aldair

Hi @Jeff C,

Thanks for providing these details!

After checking your account, I don't see any errors related to the active alert we have for Citi Retail Services.

Could you please share a screenshot of the error you're receiving when attempting to sign in? This will help us investigate the issue further.

Make sure to cover any personal information.

Thanks!

Jeff C

Here's the popup. The URL is https://citiretailservices.citibankonline.com/RSauth/ob/aggregator/obsignon?siteId=PLOC_EXXONMOBIL&pageName=obsignon&langId=en_US

Jeff C

I tried making this account manual and re-connecting it so you might see that now. It didn't help.

Coach Aldair

Hi @Jeff C,

Thanks for sharing the screenshot!

Based on what we're seeing, it looks like the error is occurring directly on the third-party sign-in page provided by Citi Retail Services, rather than within Quicken Simplifi itself.

This can sometimes happen when a financial institution disables or revokes third-party access, often following a security-related update on their end. In these cases, you may need to contact Citi Retail Services directly to confirm that third-party access is enabled and authorized for Quicken Simplifi.

Please reach out to them to see if they can help resolve the sign-in issue. Once access is authorized, you can try reconnecting your account in Quicken Simplifi.

Thanks!

Jeff C

They have no idea what I'm talking about when I ask about authorizing a third-party application.

This problem has happened with this account in the past. In previous cases, I'd get an authorization request from Citi but I'm not getting that in this case.

Coach Aldair

Hi @Jeff C,

Thanks for the additional information!

Unfortunately, we're unable to capture this error on our end, so we're unable to investigate it further through the Community.

I recommend reaching out to our Support team directly so they can take a closer look at your account and determine whether an escalation or any additional troubleshooting steps are needed.

You can find their contact options here: How to Contact Support.

Thanks!

Jeff C

Hmm, things seem to have corrected themselves. Took a couple of tries to successfully reconnect and then another day before the transactions came down but it looks ok now. Thanks.