Capital One download update asking for one time code

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  • Updated 2 weeks ago
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Using Windows 7 Pro, Quicken 2015 Deluxe

During a download of C1 transactions, Quicken update shows a screen saying the Capital One needs a one-time update code and provides a dropdown selection to request the code by phone or by email and provides a portion of the phone number and email address for validation.  When I select either option, Quicken continues to process the update even though I never get a C1 code via phone or email.  That's started happening this morning.  I download update my accounts every day.

Is anyone else experiencing this issue or has a resolution?

I hate to have to get this prompt every time plus I can't tell if Quicken is truly processing a download or just continuing without a download.

I'm hoping it's some web processing C1 is doing on a Sunday morning that will go away.
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Posted 10 months ago

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sfinney55

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I have been working with Quicken support for about six weeks now on the problem of no transactions downloading from Cap One credit card.  As one post showed, I too get the odd dates in the transaction report after the One Step Update.  I have sent them log files and screen prints many times.  Have tried deactivating, reactivating, resets, etc but it still doesn't work.  Several times they have told me it should work now, but it doesn't.  Didn't have any problem getting a security code during setup.  Also, Update Bills has connected and gave me the balance of the last statement, so I am connecting somehow.  We even set up a "Test File" and a new Cap One CC account in the file.  Funny thing is it did download transactions.  So the last email I received from them was a request to set up a call next week so we could discuss work arounds.  Well, if the work around is manually downloading transactions and importing, I have already done that.  With all the discussion here and other people reporting problems, you would think they would just issue a statement that they are aware of a problem and working with Cap One to resolve.  
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datdaddy

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I just hope it has actually done it for the long term.
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Ted B

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Placing a useless pop up screen with a phony sales pitch in the way of logging in...I'd say C1 is the culprit here. I guess quicken could have responded sooner but anyway, it works ok now. No drastic action for me.
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Charlotte

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I downloaded the new update and it still doesn't work for me....
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Ted B

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Charlotte
See my post 3 days ago about pop up....
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Mark V

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Me too! Just called Cap One and complained fairly loudly. Got the "We're aware and working on it but don't know when it will be fixed."  excuse. If nothing else, keep calling and tie up their phones. 877-442-3764. 

Cancelling a CC does not necessarily hurt your credit score. 
 http://www.creditcards.com/credit-card-news/help/cancel-credit-card-6000.php
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Charles

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One more to add to the list.  I am having the same issue as first described.  I am hoping this gets corrected without me having to do anything as I don't want to go through the duplicate transaction correction issue.  Come on Quicken.  Get up off you duff and fix this and other recent connection related issues .
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Christian Ahrens

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Using Quicken 2016 Home and Business

March 4, 2017 : Having gone through the cycle of getting the login email and code from the Cap One System and deactivating and then activating the Account in Quicken I managed to get a one time download of old transactions which I had to rematch manually. A pain but I thought I am good. But apparently not.....

March 25, 2017: QDATA File corrupt. Yuck. Restoring from backup. But now have to redo all the Cap One connection, login, code and setup from March 4. So I did it knowing what I was up against, since I did this once before. This time a different response Error from Quicken. Account not recognized and can not connect to Cap One at all. Perhaps someone is working on this from Cap One? Its impossible from to enter transactions manually having missed so many now. 
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Joel Albert

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All,

Well it looks like I am the same boat as everyone else -- nothing I have done has seemed to help, sigh. A big thanks to all who have been leading the fight and working the support issue. I sure hope it gets resolved.

Until then -- I am switching my spending to another card.

Joel
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Tom Galambvari

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I have also stopped using the card. I am utterly disappointed with both Quicken and Capitol One. This is BS that they can get this resolved. Next on the chopping block will be Quicken if they don't start improving their customer service.
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peruzzma

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It is time to stop using Quicken and Capital One.  
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J Dobonski

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I have given up all of the hoop jumping that does nothing in the end but wasting time. The only thing dropping Cap1 will do is drop my credit score. The only thing dropping Quicken will do is save me money from their forced every three year buy another one business model. And, from what I am hearing it will be an every year renewal soon.  I figure if I have to download transactions manually anyway I will just use the sunset version of Microsoft Money. It is free and works fine. I don't have anything other than checking and credit card accounts anyway.
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Lincoln Island

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I, for one, would welcome a yearly subscription...provided it is just for internet data access (and, dare I wish: for CSV import/export functionality...), and providing I can continue using whatever version of Quicken I want.

HIG Capital isn't Intuit, so I don't want to tar them with the same brush that Intuit deserves. I want Quicken, as a product, to succeed, and HIG needs to have a way of generating revenue in order to stay alive. Intuit's method of doing this was to rush out buggy versions of Quicken every year, and then forcing loyal customers to purchase it every 3 years. So, right about the time all the bugs got ironed out in one version, the customers were rewarded by having to buy a new version and act as unpaid bug testers on that for the next 3 years. I would be happy if HIG would move to a model of:
  1. Only releasing new versions of Quicken when it is READY and only when it offers improvements (not just pastel color themes, and rounded dialog boxes)
  2. Retasking the software engineers, who would otherwise have been rushing out yearly releases, to fix the bugs in the current stable release and keep them fixed. Initial evidence isn't encouraging, however, as my other problem (downloaded transactions not showing up) appears to keep on getting closed or marked as 'solved' even though it is not.
  3. Charging a yearly data subscription fee...hopefully at a reasonable price...that wouldn't require buying a new version of the actual Quicken program.
Naïve?

Probably.
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John

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... the annual subscription should include the "right" to upgrade to the latest version. when released.
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Joel Albert

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For me it's easy, Quicken is too important to my financial life. I can always get a different Cc. The impact on my credit score is negligible .
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Mark V

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Cancelling a CC does not necessarily hurt your credit score.
 http://www.creditcards.com/credit-card-news/help/cancel-credit-card-6000.php
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Tom Galambvari

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Still not working after update.
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Charlotte

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Supposedly there was an update today that looks like it resolved the issue for some people (?) but I too am still unable to download any transactions from C1.  I'm curious to know who still has issues and who is now able to get it to work.
I had the same update - still nothing - in fact got a new error code!
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Mark V

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Still failing as of 3/31/2017 . called Cap 1 and complained. they started to suggest disconnect and reinstall. Been there done that once and spent an hour deleting duplicates. Only suggestion s keep calling Cap one  877-442-3764 and complain. They could set up a "Direct Connect" system instead
 of web connect if they wanted.
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Mark V

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Cancelling a CC does not necessarily hurt your credit score. 
 http://www.creditcards.com/credit-card-news/help/cancel-credit-card-6000.php
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Rhinecliff

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MOST OFTEN .... you are just far better off just placing the card in a secured drawer and never using it again.
Anyone else receive this email today? Here's the guy to complain too! An important message from the CEO of Quicken.

View online.


Quicken®


Products Comparison Tools & Tips


Dear Lisa,

Today is a big day—March 31, 2017, marks the one year anniversary of Quicken Inc. as an independent company from Intuit; it is also both my one year anniversary as CEO of Quicken Inc., and my 21st year being closely involved with Quicken.

As we celebrate this milestone, I want to take this opportunity to thank you for being a Quicken customer and share my reflections on the past year.

At Quicken, our mission is to help people lead healthy financial lives. Over the past year, we have increased investment levels so that we can deliver better products and support in service of this mission. To accelerate the pace of feature and usability improvements to our Windows, Mac, and mobile offerings, we expanded our product development team by more than 30% in the past year, and plan to hire an additional 20 engineers in the next six months. To provide better and faster support, we opened up new call centers in Boise, Idaho and Tucson, Arizona.


In October 2016, we launched Quicken 2017, and I am pleased by how well it has been received. Both the Mac and Windows versions of Quicken 2017 include features requested by customers, such as a more powerful mobile app that now includes investment tracking and new looks that are easier to use and navigate. In December, we further enhanced Quicken for Mac 2017 by adding auto-backup and introducing usability improvements including an easier way to identify new transactions. We also recently switched to a new bill presentment infrastructure for Quicken for Windows 2017 that will enable us to make faster enhancements to this feature over time.

As an independent company, we reached several key milestones. We moved to new offices in Menlo Park, California; Tucson, Arizona; and Bangalore, India. We also hired a seasoned CTO, Tim Villanueva, to help us scale our product development organization and added Mike Grossman, an experienced tech entrepreneur, to our board.

While I am proud of what we've accomplished, I know there is more work to be done to deliver the product and experience that you expect from Quicken. We are working on building new versions for this fall that will continue to make it easier for you to stay on top of your finances; we also remain committed to continuing to improve our customer support experience.

Thank you for being a Quicken customer.


Regards,

Eric Dunn


Products Comparison Tips & Tools


*Footnotes & Disclaimers

If you prefer not to receive promotional email messages or would like to update your preferences, please visit this page.


Quicken respects your privacy. To learn more, read our privacy policy.


If you receive a suspicious email, please report it.


© 2017 Quicken Inc. All rights reserved. Quicken is a registered trademark of Intuit Inc., used under license.


Williams Center, 5210 E Williams Circle, Suite 530, Tucson, AZ 85711


EMEL01NA170330-001
(Edited)
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Maikeer

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Thanks for sharing.  I did not receive this.  
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Carl Slebodnick

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No matter what I do I continue to have this problem.  I can get it to connect and download (including a whole slew of unwanted old transactions)  but then the next day it is back to the same problem.  Very frustrating!
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rev.geoff

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I spent two hours with on-line help on Tuesday night and it looked like it was working. It wasn't. So I spent another hour with on-line help on Wednesday night. This time it really seemed fixed. It wasn't. I was on the phone last night (Thursday) for another hour, but I had to terminate the conversation because I had to put my son to bed. So four hours this week so far, and I still can't connect. I am getting a new error message, though, so we must have done something. FWIW: the on-line cs people are about as helpful as I think they can be. I don't vent on them--but I sure would like to vent on someone at Quicken.
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rev.geoff

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Follow-Up: Quicken sent me a work-around that kinda, sorta worked around the problem. It got me connected to Cap One, which is pretty good considering that before, Cap One existed in an impenetrable vault. The bad news though is this: it TRIPLED my transactions. According to Quicken, I owe Cap One three times the amount that I owed them this morning.

Anyway, if anyone cares to look at it, here it is. Different users seem to be having different issues, so maybe this will help someone.

1. From File menu >> File operations >> Copy >> Ok
2. then open New copy file.
3. Kindly deactivate the account affected only.
4. Please click on Tools >> Account list >> Edit (account to deactivate) >> Online service tab >> Deactivate>>Ok
5. To do the Validation, click on the File menu >> File Operations >> press and hold the CTRL+SHIFT on the keyboard and then click the "Validate and Repair".
6. Check the first checkbox And then, click Ok.
7. Close and re open Quicken to apply the completion of the validation.
8.For us to reactivate the account please click on Tools >> Add account >> select the account type >> Advanced set up >> select "I want to select the connection" >> Enter Financial Institution and credentials
9. Then Choose the connection method and please LINK (don't Add) the account to the deactivated account when the option presents, to prevent duplication of accounts.
10. Once successfully done, please do the one step update and see if CC 5058 will still appear.
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Jeff Carpenter

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It's almost as if the technical support agents at Quicken are doing their best to try different things to try to fix it but are totally disconnected from the developers at Quicken who likely know exactly what the status of this issue is and when it will be fixed, including what will work and what will not in the short-term. That's what makes this so maddening.
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rev.geoff

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That's my sense too. I've mentioned that to the tech support and I put it my review. I asked them if anyone at Q monitors the discussion boards. If they did, then they'd know how many pissed off customers they have.
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Jeff Carpenter

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That ultimately is why I decided to switched to Moneydance. I'd expect that kind of bureaucratic dysfunction within an organization like Intuit. But that excuse is gone because Quicken is basically a start up again. They should be nimble and proactive. I got into it with them about the community forum. They blamed their lack of response on the fact that the forum is user to user. I asked then why do many posts come from official Quicken employees with Quicken in their usernames. They then admitted that employees do monitor it. That's also why I switched to Moneydance. I can't imagine a culture where employees see the struggle that many customers are having for months (no way do I believe that Quicken officials aren't aware of these threads) and they don't raise the issue to superiors or they do raise the issue and no one acts on it. What do I expect? I expect senior leadership at Quicken to personally address this problem in the forums - what the problem is, when it will be fixed etc. And I expected that a month ago.
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Steve Weinberg

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I looked into Moneydance today. Reading through their help section and community posts, it sounds like they can't download Capital One transactions either, for the same reason. Would somebody please confirm whether or not Moneydance can download from Capital One? If so, I am going to finally rid myself of the brain tumor that is Quicken.
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rev.geoff

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I was so frustrated yesterday that I went to Amazon and published a negative review. Then I went to Quicken's FB page, where it says: "Quicken helps you take control of your personal finances and plan for the future."  So I wrote on Quicken's wall: "Quicken is not helping me take control of my personal finances--or the finances of many, many customers who, like me, cannot get Quicken to sync with Capital One credit cards. They seem to be nothing to resolve this problem, which has cost me hours of Tech Chat sessions without any fix. In fact, my credit card is more messed up now than a week ago. So ... caveat emptor. If you use Quicken, you may lose control of your finances, your time, and your patience." I was surprised to find a reply on my FB, which included an apology and a promise that, if I call a certain number, they will "get the issues fixed instantly." I'll let this board know how that works out.
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Tom Galambvari

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That is a lie. Why should anyone have to call a special number to get this issue fixed? This is going on for months now and it's totally unacceptable.
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mattdosemagen

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I can't even deactivate the online features for my Capital One accounts! I click deactivate and it thinks for a bit, but when I right click those accounts and edit the options, they're still activated! I've used the 6-digit codes texted to me, I've deleted and reinstalled the whole Quicken suite, I've chatted with "support specialists" who ultimately did nothing but waste hours of my time, and I've uploaded log files to Quicken support with no response. I'm so sick of these issues I'm wondering why I keep paying for new releases and why I ever did in the first place.
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Rick Lawrence

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I finally called Quicken and demanded to have my complaint escalated. They connected me with very competent tech guy ... I ended up uploading 3 log files, they verified a few hours later that there was a problem, and escalated it internally. I then got an email a day later to go through the usual deactivate / reactivate steps. After weeks of grief, Capital One downloads are finally working again (for me).
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Ted B

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I thought I had it fixed. Today it asked for a code which it texted to me. I'll have to see if it persists.
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joanzen .

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@Rick Lawrence.  I first reported to this forum 2 months ago.  I tried the deactivate/shut down/start up/reactivate sequence and my Cap One downloads have worked ever since.  So, like you, I don't really understand why mine works and so many others apparently do not.  It's very strange.   (Re: @Ted B) However, in the past 2 months, I have randomly received requests to receive a code, which I receive and input.   2FA of this type doesn't really mean "one-time and you're done forever" even though they may call it a "one-time code".  For example, if I clean up my browsing history and cookies, I can expect to get a request to input a texted code the next time I log into my Chase account online because they no longer "recognize" my computer. 
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Ted B

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I didn't clear anything so who knows!! I can live with it for now.
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joanzen .

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Me clearing my browsing history/cookies was just one scenario.  I was just trying to say that the OTCs don't have to be one-time, regardless of the name.  Cap One or any org that implements 2FA can ask for a code at any time they deem it necessary (or even make it every time).  Many of the folks posting here seem to think it's a bug/error if they get more than one request for a code, and that's not necessarily the case.

(Edited)
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Bob K.

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I didn't have a major problem with having to input a one-time code (although it was not one time and it was annoying), but now I get an error message from Quicken that says I have address a "pop up" and I should go into my Capital One on-line account but when I go to my account I can't find any "pop up" to input whatever information is required.  Very frustrating.  Because I can no longer download transactions I am moving on to using a different card.
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gehrke8003

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I gave up on the fight got a new credit card messing with Quicken is a waste of time.
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Bob K.

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I am doing the same thing.  Not sure who is to blame but I don't care.
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PhillyPhritz

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I have had this problem for some time.  tolerating it until now.  Just got a new update, Quicken deluxe 2017 R5, build 26.1.5.5  STILL has this issue.

FYI Answered their survey with lots of feedback. gave them my email and said it was ok to contact me.  never heard from them.  
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rev.geoff

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Last night, Quicken couldn't update my accounts in their registers. It went like this: I updated my accounts and they all showed 'complete,' but the registers themselves were unaffected. Even Capital One showed complete! So once more, I contacted on-line tech support. He told me that I would have to deactivate and reactivate each account. *Each account*. I told him that would be a lot of work, but he stuck to his position. I told him to forget it. I'm taking ACE Money out of moth balls. If Quicken can't provide the on-line updates, and I have to go back to manual entry, then I don't need Quicken anymore. I wonder if the company would listen if everyone who had these problems went to on-line chat tech support, reported it, then said call me when it's fixed.
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Bob K.

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Probably the biggest value from Quicken is the ability to down-load transactions from all the various financial institutions.  If this ability is compromised, then Quicken is not really that relevant.  
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Ted B

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Look in "preferences" and see if the box  became unchecked which places transactions in the registers automatically.

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