Account Setup Troubleshooting

Inaccurate account setup information is one of the primary causes of online errors in Quicken. Typically, the incorrect setup information is in Quicken. However, it can also be on your financial institution's server.

One common cause of online issues in Quicken is when accounts that are activated for online account services, such as transaction download, online payment, and so forth, are later hidden in Quicken.

Use the following procedure to verify the setup information and activation status for your accounts. If a hidden account that you no longer use is still activated for online account services, you should deactivate it.

1. Identify the account that failed:
   1. Select:
      1. In Quicken 2010: Click on the Tools menu at the top and then select One Step Update Summary.
      2. In Quicken 2009: Click on the Online menu at the top and select One Step Update Summary.
   2. In the Errors and Messages section at the top, look for the financial institution and any additional error details.
2. Verify account information:
   
   1. Select the Tools menu and select Account List.
   2. Select the account, and, on the menu bar, click Edit Details.
   3. On the General Information tab, verify that the account information (such as the account number, routing number and financial institution) is correct.
3. Check for hidden accounts:
   1. Select the Tools menu and select Account List.
   2. On the Manage Accounts tab, if a check mark appears in Hide this account in Quicken, the account from the financial institution is hidden. Clear the Hide in Quicken checkbox.
   3. Follow the steps in "Verify account information" above to ensure that this account has correct account information.
   4. If you no longer want to use online services for this account, follow the instructions in "Verify online services" below.
   5. After deactivating the online services, you can hide the account again. 
4. Verify online services:
   1. Select the Tools menu and select Account List.
   2. Select the account, and click Edit Details.
   3. On the Online Services tab, verify that the appropriate online services are activated. Be sure to check Online Payment.
   4. Click the Remove from One Step Update or Deactivate Online Payment button to disable any Online Services that are no longer active in this account.
      Note: Accept all downloaded transactions in your account registers and cancel any pending or repeating online payments before deactivating the online services.

Once all your account information is correct, try your online session again.

For additional troubleshooting information, see Online troubleshooting guide.