Please refer to the information below to help troubleshoot any issues you may be experiencing between Internet Banking and Quicken / Quickbooks. Intuit does not support versions older than three years of Quicken/Quickbooks. Please ensure you have a supported version.
Issue: Cannot find financial institution name “Hudson Valley Credit Union” when signing in.
This issue occurs because the Quicken application or the financial institution list in Quicken is not up-to-date. It can be resolved in the following ways:
Quicken for Windows
To update Quicken:
- Go to Help > Check for Updates. If you do not see the Check for Updates option, follow the Update Quicken via One Step Update instructions below.
- If an update is available, a prompt will appear giving you the option to install it.
- Click Yes to install the update.
Note: You'll need to exit Quicken to run the update program. When you exit, all of your work is saved, and you can pick up where you left off as soon as the update finishes.
Update Quicken via One Step Update
If you do not see the
Check for Updates option, you can update via the One Step Update by following these steps:
- Select Tools > One Step Update.
- Click Update Now.
- If an update is available, Quicken displays a message with a link to a description of what's in the update, as well as a button to download the update. The Download Update button needs to be clicked to initiate the patch download.
If the application is up to date:
First, download a new financial institution list:
- In the upper left, choose Tools > Online Center.
- Hold down CTRL+SHIFT on your keyboard and click Contact Info (at the top of the window) with your mouse.
- In the dialog box that is displayed, check the box for Download FI list and click the Refresh button.
- Close the Online Center.
- Exit and Re-launch Quicken.
- Go to Tools > One Step Update
- Clear all check boxes, except for Download Quotes, to create a "blank" update.
- Click Update Now.
- When Update is complete, exit and re-launch Quicken.
- Complete the Add Account (or Activate Account) procedure.
Second, refresh branding & profile:
To resolve download issues in a Direct Connect account you'll need to refresh your financial institution's branding server and profile information. This can be done by following the directions below:
- In the upper left, choose Tools > Online Center.
- Hold down CTRL+SHIFT on your keyboard and click Contact Info (at the top of the window) with your mouse.
- In the dialog box that is displayed, select the problem account from the drop down menu.
- With the account selected, check the box for Financial Institution Branding and Profile and click on the Refresh button.
- Repeat steps 2-4 for each account that is having problems.
- Click the Update/Send button at the top of the Online Center to complete the connection.
Quicken for Mac
To Update Quicken for Mac:
- Select the Quicken menu > Check for Updates.
- If there is an update available, you will get a dialog box with what is included in the latest release and the option to:
- Skip This Version -- This is not recommended. The software update contains important fixes and enhancements that may impact you.
- Remind Me Later -- If you chose this option, you will be reminded to update to the latest release of the software next time you open it.
- Install Update -- This will install the latest update (recommended).
Also, you can check the box above these options to
Automatically download and install the latest updates in the future, so you'll no longer have to check to see if updates are available. They'll install on their own.
If there aren't any updates available, you'll be presented with a window that says you're already up-to-date.
Check out the
Quicken Updates to find out what's in the latest update, to see what release you're running, or get troubleshooting info in case you run into a problem with the update.
If the application is up to date:
- Click on Accounts at the top of your screen, then select New, and choose the account type (or one of the account types) you want to add (for example: Checking, Savings, Credit Card).
- Click on My bank is not on the list at the bottom left corner of the Add [account type] window.
- Click the Update List button to start the refresh process.
- Click Show List when the update is complete.
- Search for your financial institution again.
Issue: Duplicate Transactions Appear After Completing Reactivation
This is usually caused by overlapping a date range when importing your Web Connect file. You may discover that your register is out of balance or that you are being asked to add an adjustment during reconciliation. Depending on the number of duplicate transactions imported, the best solution may be to restore your backup file created earlier in the conversion process. If there are not many transactions, you can delete them prior to, or after accepting them to the register.
Note: This can also be caused by a preference that is available in Quicken for Windows, “Automatically add downloaded transactions to register”.
Follow the steps below to correct duplicate transactions:
Quicken for Windows
- If your transactions have not been accepted to the register, they can be deleted one-by-one prior to accepting.
- If your transactions have already been accepted to the register, they can be deleted one-by-one, or multiple transactions can be deleted at one time. If you have too many transactions to delete, you may consider restoring a backup file. Ensure you select the correct date range when importing the Web Connect file to the restored backup.
Express Web Connect Only: Duplicate transactions may occur due to the 90 day look back option available when downloading transactions. These transactions need to be manually deleted from your register. They can be deleted one-by-one, or multiple transactions can be deleted at one time.
Quicken for Mac
If your transactions have not been accepted to the register, they can be deleted one-by-one prior to accepting.
- If your transactions have already been accepted to the register, they can be deleted one-by-one from the register. If there are too many transactions to delete, restore your backup file. Ensure you select the correct date range when importing the Web Connect file to the restored backup.
Express Web Connect only: Duplicate transactions may occur due to the 90 day look back when downloading transactions. These transactions need to be manually deleted from the register. They can only be deleted one-by-one.
QuickBooks for Windows or Mac
- If your transactions have not been accepted to the register, they can be deleted one-by-one prior to accepting.
- If your transactions have already been accepted to the register, restore your backup file. Ensure you select the correct date range when importing the Web Connect file to the restored backup.
Issue: Duplicate Accounts Appear After Completing Reactivation
If you selected “Create a new account” when importing the Web Connect file, or you were unable to find your account in the drop down menu and created a new account anyway, then you may have duplication of your accounts after completing reactivation. If the account is not deactivated, it will not appear in the drop down menu.
- First, confirm all accounts have been deactivated including hidden (Quicken), or inactive (QuickBooks) accounts.
- If all of your accounts are not deactivated, delete the duplicate account from the account list, then import the Web Connect file ensuring you select “Use existing account” and select the correct account.
- If you are not able to find your account in the drop down list, refer to Intuit connectivity support for further assistance. .
Issue: Incorrect Account is Activated During Web Connect File Import
- Open the account register for the account that you linked incorrectly.
- If the transactions have not been accepted to the register, they can be deleted one-by-one prior to accepting. After deleting the downloaded transactions, deactivate the account then import the Web Connect file ensuring you select “Use existing account” and select the correct account.
- If the transactions have already been accepted to the register, restore a backup file. Ensure the you select the correct account to link to when importing the Web Connect file to the restored backup.
Issue: Unable to Deactivate Account
This may be caused by data issues with your file. After following the steps in the appropriate FAQ below, attempt to deactivate your account. If the issue still persists, refer to Intuit connectivity support for further assistance.
Click on the product name to view the FAQ:
Quicken for Windows & Mac
QuickBooks for Windows & Mac