Unable to Sync CitiCard Account

edwalliii's Avatar


27 May, 2020 06:48 PM

Since May 16, 2020 I have been unable to sync my MoneyDance (latest version) to my Citi Cards account. I have contacted their support staff and have been told that they have to way of debugging connection issues with 3rd party apps. I informed them that MoneyDance uses the QUICKEN Direct Connection protocol, but they insist they have no visibility to this issue. I have tried to disable and them re-enable this account as a new connection but get the same error. I have attached the Console Window dialogue from my most recent attempt. Up until May 16, I was not having any issues with this account.


Ed Wall

  1. Support Staff 1 Posted by Ethan on 27 May, 2020 06:52 PM

    Ethan's Avatar


    Unfortunately, other customers are reporting the same issue, and it's likely that CitiBank are making some changes to their system. If you're interested, you can see the main thread on our support site where people are discussing this at: https://infinitekind.tenderapp.com/discussions/online-banking/15841...

    We've filed a ticket in our ticketing system regarding this issue, and the developers are currently looking into it. This also flags your message as someone who is having this issue, so we'll respond here if we have any updates.

    For the time being, the best way to get your transactions into Moneydance is to use a web browser to download files from your bank's web site.

    We'd recommend you download using the OFX or QFX file format if available. If not, use the QIF file format. (These files are sometimes referred to as Quicken or MS Money files). You can import the files to Moneydance using File --> Import.

    Thank you for your patience and sorry for the inconvenience.

    Infinite Kind Support

  2. 2 Posted by Olen on 27 May, 2020 07:09 PM

    Olen's Avatar

    I am having this issue as well. I just checked to see if it was working or not and it isn't.

  3. Support Staff 3 Posted by Ethan on 04 Jun, 2020 09:16 PM

    Ethan's Avatar


    Our developers made contact with Citibank's tech people last week, and they appear to have implemented a fix for direct connections as of June 2. For most people this seemed to start working without any changes, but some people had to recreate connections to their bank. To do so, you can follow these steps:

    1) Open your bank account register by clicking on it in the left sidebar in Moneydance
    2) Select Online->Setup Online Banking from the menu bar
    3) Click the Disable button. If you don't see a disable button, continue to step 5.
    4) Select Online->Setup Online Banking from the menu bar (again)
    5) Click the New Connection button and select your bank from the list of available institutions that pops up. Hit OK. (Make sure you pick the New Connection button, even though your bank is still one of the connection choices after you disable it. Choosing your bank in this way will force Moneydance to reset the connection information, which should then allow you to connect.)
    6) Continue with the setup process, entering your username/password
    7) Repeat steps 1-6 for any additional accounts from this bank

    If you still can't connect after resetting your connection, please open a separate private thread to connect customer support, and include the error message you are receiving.

    Infinite Kind Support

  4. Ethan closed this discussion on 04 Jun, 2020 09:16 PM.

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