Solved

Citi Credit Card No Longer Connects in QBO

Forum|Forum|1 year ago
May 22, 2025
2 replies
33 views

My account has been connected just fine for years but my card was recently compromised and I got a new one and now Citi won't connect. I disconnected it and tried to reconnect it, but when I do I get this message here: https://s.grcwk.co/Bluebgzv. It says my records don't match...but I can login to my online account just fine.

Citi tech support is of little use unfortunately.

QuickBooks Online

Best answer by Mike660

Thanks for the reply. I went online and tried to change the default card, but I had the same issue as you with the save button being grayed out. I called Citibank support, and they said it wasn't the issue. However, the long story short is that they deactivated my existing online access and then had me re-register for online access using the new card number. Once the new online access was set up, I was able to return to QuickBooks and link the new account without any issues. Hopefully, this can solve your problem as well.

F

FaithA

Level 1

I appreciate your previous efforts in contacting Citi's tech support, Grace. To resolve this, I highly recommend getting in touch with our QuickBooks Live Support team. They have the tools to access your account securely and can work with you to troubleshoot the connection issue directly.

You can reach them anytime during Mondays through Fridays from 6 AM to 6 PM PT, for Simple Start, Essentials, and Plus users. And any time, any day, for Advance users:

Sign in to your QuickBooks Online company.
Select (?) Help.
Use the QB Assistant and enter your question or topic.
Select Contact Us to be connected to an expert for help.

Meanwhile, to ensure your accounting remains up to date, consider manually uploading your transactions. You can find detailed instructions in this article: Manually upload transactions into QuickBooks Online.

If there's anything else you need to know about connecting your credit card and banking topics in QuickBooks, feel free to reply to the thread. We're here to provide continuous support.

graceatworkwebAuthor

When I called, I was told this was a known issue and "they are working on it." Well, I got an email last night to assure me people are working on it, and the next update wouldn't be until June 4. This connection has now been down since May 14.

M

Mike660

It is June 11th and I am having the same issue as previously reported.

My account has been connected fine for years but my card was recently hacked and I got a new one with a new number and now Citi won't connect. I disconnected it and tried to reconnect it, but when I do I get this message that my "Records don't match" ...but I can login to my online account just fine. When I checked with Citi support, they referred me back to Quickbooks support.

Even though my Citi Credit Card account was disconnected from Quickbooks, the Citi account online says the account with the new number is linked.

M

Mike660

It is June 11th and I am having the same issue as previously reported.

My account has been connected fine for years but my card was recently hacked and I got a new one with a new number and now Citi won't connect. I disconnected it and tried to reconnect it, but when I do I get this message that my "Records don't match" ...but I can still login to my online account without an issue. When I checked with Citi support, they referred me back to Quickbooks support.

Even though my Citi Credit Card account was disconnected from Quickbooks, the Citi account online says the account with the new number is linked.

graceatworkwebAuthor

Ya, QBO Support is useless with this stuff. I spent a decent amount of time talking with Citi this morning. I think the situation is that you had need to change your default card. To do that you can try:

Login
Click on Profile, then go to More Settings
Under More Settings, click on Default Credit Card & Nicknames
See if you can change it.

My old card is still default and it won't let me save the new one. It shows it, but "Save" is greyed out and not functional.

Citi has opened up a case to investigate that part. Getting the right person to talk to at Citi was a nightmare as well; it took over 1 hour and 11 representatives to get to a person who actually understood my situation.

M

Mike660

Thanks for the reply. I went online and tried to change the default card, but I had the same issue as you with the save button being grayed out. I called Citibank support, and they said it wasn't the issue. However, the long story short is that they deactivated my existing online access and then had me re-register for online access using the new card number. Once the new online access was set up, I was able to return to QuickBooks and link the new account without any issues. Hopefully, this can solve your problem as well. Hope you have success!

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