Capital One download update asking for one time code

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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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leskoonk, SuperUser

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I have experienced everything mentioned here.  But, mostly I have stayed connected.

Now, as of yesterday (4/5/2017), I am getting a CC-503 (invalid password).

Is anyone else seeing this ?

Larry
Yes - I close the box - go to Cap1 and download the recent transactions - that still works like in the olden days.
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Bobby Grayson

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I always have it ask for the one time code. From time to time I also get a CC-503 error (invalid password). If I do, I close the error box and after all my other accounts have downloaded I go to my Capital One account in Quicken and try updating just Capital One and it usually works the 2nd time. No rhyme or reason.
Having similar problems with Quicken Premiere 2017. Turned off online update for the account, turned it back on, entered credentials, got asked for the one time code, once it was sent and entered I got connected.  Thought all was good.  Since then it's periodically asked for a one time code. When it arrives I'll enter it and it connects. Sometimes it doesn't arrive. Sometimes it asked for my password and if I updated it recently. (I haven't) When I enter the password I just get a spinning symbol and end up having to force quit Quicken.  Very frustrating.
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Ted B

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I'm again getting "pop up or web page" obstruction. If you download from Cap1 website make sure you custom date or you'll get dupes.
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onix

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I am getting the same.  [CC-508]
Also, I think Capital One is not playing nice by causing all these pop-ups requiring regular login through a webpage.  But mainly, I agree with others that it is up to Intuit to clean up this mess on behalf of their "customers".
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Jeff Carpenter

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I'm not sure "nice" is their objective. I think preventing international hacking thieves from stealing the bank's assets is their objective. Quicken can decide to be nimble and keep up or cease to be relevant.
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William Bailey

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I've been having the same problems as everyone else here, but things have worked the last 4 days in a row , sometimes with multiple logons/account updates per day, after doing the following steps.  I also was able to alleviate the  big headache when deleting duplicate transactions.

Steps 2, 5 and 7 in the list below are new things I'd not done in the many previous attempts to get  Q to work with C1.  

-1.  Backup up your file. I chose to use the copy function and then opened the newly created copy.
0.  Reconcile your C1 account. You'll see why in step 7
1. I deactivated C1 account
2. I ran validate and repair on the open file - this found and fixed two broken transactions - 
3. I shut down and restarted Q. I skipped the autoback up
4. I reactivated the C1 account using the "link to existing account" option
5. I had C1 send the OTC to my email address
6. I accepted all downloaded transactions - they were all duplicates (70 of them)
7. Becasue my C1 account was previously reconciled, I ran the reconcile process and and just deleted all the downloaded transactions

 The whole process took about 10 minutes and I've run clean from OSU with 6 other bank, credit card and investments accounts for the last 4 days. Your mileage may vary.

I'm  running Q Premier 2016 at the latest patch level

Good luck
(Edited)
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Ted B

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I shut down Q which was open from the day before...reopened and did Cap1 by itself. It worked.
Will it continue to work? Who knows?
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Garth Heutel

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I have been having this same problem for several months.  I have tried almost everything that people recommend, and it works for a while then stops working eventually.  I have already had to deactivate and reactivate three times.  Each time after I do it I get a whole bunch of duplicate entries that are already entered that I have to manually delete, which is annoying. After the reactivation it works a few times, then I get the same error message again.  Hopefully this will get fixed soon.
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Steve in WA

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After living with this for as long as everyone else, and going through the same, fruitless gyrations of deleting/re-establishing the link, re-branding, blah blah blah, only to have it fail again, I did some research.  Bottom line; there is no user setting, nor "set it up again" thing that will cure this problem, long-term.

The underlying issue:  there are two different methods for Quicken software to access a user's financial institution and download data.  "Direct Connect", and "Express Web Connect".  Direct Connect requires the FI (bank, credit card or investment company) to host a DC server.  The Quicken user's account is logging into that server, and securely exchanging encrypted data.  That method works great, always has, and still does.  For FIs who don't have a DC server, Quicken has to use "Express Web Connect".  This method is less secure.  Quicken is logging into your usual web browser-based account, simulating a human's keystrokes, and downloading the transaction file from the website, just like you would do yourself.  The financial industry's recent focus on improved website security means that some FIs, like Capital One, are adding two-factor-authentication (the one-time PIN) to log into their websites.  Quicken EWC can't handle this properly, because it (intentionally) can't get the one-time PIN text message or phone call.  You wouldn't want it to do that.

So, this is pretty much hopeless, unless Capital One installs a DC server...it's not Quicken's fault.
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Jeff Carpenter

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That's the technical explanation for what's going on but in terms of saying that's not quickens fault, it's not that easy. It's not that easy because that doesn't explain why services such as Personal Capital are not having an issue. My suspicion is that what is triggering the constant two-factor authentication is a scenario where Capital One is seeing a log-in from a new IP address that it's never seen before for your specific account. When you login repeatedly from the same web browser, it doesn't trigger the two-factor authentication requirement. Clear your cache and clear your cookies and you'll get to go through the same two factor process again.

More modern services like Buxfer and Personal Capital that are built on a web architecture are, I would suspect, using your web browser with cookies to pass your IP address to Capital One, and showing them a consistent IP address unless you clear the cookies.

I suspect that Quicken is doing this connection server-side so it's passing a different IP address to Capital One every single time.

Now, granted, there's a whole lot of guessing in everything I just said because I have no inside knowledge of how this stuff works but it's very possible that this is actually Quicken's problem in terms of them not having the software architecture to be able to pass a consistent IP address to the bank for each user. So I go back to my original comment that it's their responsibility to keep up with the times. Capital One, nor any other bank, doesn't give a darn if their service works with Quicken or not.

It might also explain the lack of response from Quicken to this issue. If they know there is no fix and it's not going to be solved, they're not going to be honest and tell customers that. If the solution is a complete modernization of their software architecture so that it looks like Buxfer or Personal Capital, that's not in the cards any time soon. So Quicken does what they do which is to give ridiculous support to customers by having them jump through hoops that require hours of rebuilding their account data when it isn't going to fix the underlying issue.
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christina townes

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Thank you.  Your explanation makes perfect sense. 
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Gmossimo

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Thanks for you input.  Stopped using Capital One until this is fixed. At least for now I can stop with all the workarounds that waste time
That would make sense up to a point, but how come downloads work for a while without requiring a PIN? And why, when I log into the CapitalOne website to do a manual download into Quicken, does it do it without a two-factor authentication?
(Edited)
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Jeff Carpenter

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Fair enough, that it is technically a cookie not the IP address determining whether Capital One decides it needs to two factor authenticate or not. Not sure that materially changes the conversation as to Quicken's obligation to architect their software in a way that's compatible with modern banking security methods.
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Ted B

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It must already be compatible..I doubt that TD and Wells Fargo and Fidelity are not "modern".... Cap1 is the only one giving me a problem. You don't have to be Sherlock Holmes to see who's at fault.
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John

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I certainly agree. It seems to me there may be more than one "problem" going on here. I know in the past, aspects of Quicken's behavior were tied to Internet Explorer settings and some "download problems" could be addressed by simply resetting IE's configuration parameters. I have to wonder if there are some interactions with Windows 10 or the Edge browser that are contributing to the problems.

Additionally, I don't believe that either Web Connect or Express Web Connect can support properly handling an OTP challenge. As I understand it they were architected as one way only interfaces. Certainly neither Express Web Connect nor  Direct Connect can support responding to an OTP challenge when operating in a scheduled or unattended mode. Once organizations require one time passwords or employ other "enhanced" authentication schemes, unattended/scheduled updates will likely be a thing of the past. We may all be forced to access the financial institution web site, handle whatever authentication mechanism they use, download the transactions (Web Connect) and import them into Quicken (or other). We will have to say goodbye to the simpler past and change our behavior in order to address the security challenges of today. I for one have already "moved on". I turned off scheduled updates for Capital One and if necessary will use Web Connect to download transactions. (Fundamentally, financial institutions cannot trust their customers' ability to properly secure and manage their devices. While in banking IT, I experienced many cases of fraud that were due to "failure" on the part of the customer. Many did not have current anti-malware protection installed while others practiced poor Internet hygiene, such as opening emails from unknown senders or visiting clearly suspicious web sites. Hackers are a highly motivated group. We even experienced key loggers being used in real time to attempt to defeat SecurID token one time pins numbers.)

I just wish the parties would get together for the good of their mutual customers and "resolve" the issues, including putting out a joint communication explaining clearly what the options will be going forward. (Since there is a lot of guessing and speculation on this forum, here's one. Perhaps these changes have exposed a security vulnerability and they are staying quiet until it is corrected.)
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Jeff Carpenter

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Personal Capital and Buxfer both handle an OTP challenge without issue. Again this points to a Quicken software architecture issue. They've likely failed to modernize their code. Pointing to Capital One as the fault of who broke Quicken with a kind of ridiculous. Capital One has no obligation to ensure Quicken's likely antiquated system remains viable. Is Capital One is on the cutting-edge of the latest banking security, good for them. No way am I going to cuss them just because Quicken can't keep up.
I agree - like this morning - Got the 503 whatever code for Amazon, Cap1 and PayPal - It's gotta be Quicken
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Tom Johnson

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So, at what point do we move off Quicken?  I've used Quicken for over 20 years and never been as frustrated as I am now with this Capital One problem.  Maybe it's time to go to Mint or CountAbout.   These issues should be very easy for Quicken and Cap One to resolve if they wanted to.
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Ted B

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I have 9 accts I download with Quicken.. The only one with an issue is Cap1. It's working now but even if the problem reoccurs (it just did) I can go the the website and download (just did) in less time than it takes for these tech experts to compose a long winded hypothesis as to what's wrong. Unless Quicken really begins to fall apart or charge an exorbitant amount, why would I abandon 20+ years of usage for something that costs about $15/year? It's easier to quit using Cap1 and accept one of the multiple credit card offers I get each week. There's no guarantee another program will be issue free or have the features I need. I will post a complaint on Cap1 FB page for sure...I think it's their fault. Nobody seems to be complaining about anyone else.
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Tom Galambvari

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I personally recommend Citi Double Cash Card. Blows C1 card away with no fee, 2% cash back. Check it out...
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Bob K.

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I went with this one. Have had it less than a month and have had to call three times as they stopped the cars for suspicious activity. I think I have it straightened out but their fraud warning gives off too many false positives.
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John

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I also have over 20 years invested, having converted when Managing Your Money went belly up. For me the two problems I experience - an OTP prompt for every One Step Update and incorrect balance - are more of an inconvenience. As long as everything else keeps working, I plan to leave well enough alone until there is a confirmed fix. I am not going to go through a bunch of gyrations hoping that it will fix the problem and end up only making it worse.
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Daniel Tan

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Running 2017 R6 and the C1 / Quicken matter continues to happen / sometimes I get the code and it works, other times Q just errors on code 501 and says a popup window exists and needs to be clicked on to proceed / or Retry ... 

And then to add more salt to the wound / when it does work it would sometimes download months of backloged transactions as new and I'm just about losing patience with Intuit about all this ... 

Bump and fix this ASAP / Thanks

Intuit please take note / can we tweet the CEO about this?

Thanks
Dan
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Jeff Carpenter

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Intuit doesn't own Quicken anymore. Quicken is in the hands of venture capitalists now.
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Tom Johnson

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I just went to the Cap 1 site and completed their site survey.  Gave them the lowest rating in all categories and posted a note about their problems.  Maybe if enough of us do this it will get their attention.
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datdaddy

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Link here at the top of page to email the CEO
https://www.quicken.com/about-us/team

I sent this:  In case you didn't know, there are a raft of Quicken users who are having fits about the download of transactions into Quicken from Capital One credit card services.  Many of us are 20-plus years users of Quicken and this is just about to drive us nuts.  Quicken seems to blame CapOne and CapOne blames Quicken.  Is there any way someone can put some priority on this?  Thanks so much
(Edited)
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Tom Johnson

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I just sent an email to the CEO.  Maybe if we all do that they will wake up.
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Richard Berlint

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I've just emailed him too.
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Richard Berlint

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After I received a response from "Niel, Quicken Inc. Sr. Support | On Behalf of the Office of the President", I sent the following email:

Hello Niel,

I will be traveling for the next month or so and will not be able to work with you on this. In fact, I am not really encouraged to work with you because of the apparent willful ignoring of this issue by Quicken.

It seems to me that the "Capital One download update asking for one time code" thread should provide sufficient information for you to solve the problem. Note that several of your customers spent considerable time with Quicken support to gather logs and jump through hoops. All of which seems to never really fix anything.

I sincerely hope you will follow through on this and get it fixed,

Rich
Just out of curiosity -  For those of you with multiple Cap1 accounts - is each one listed with a different user name on Cap1 yet going to the same email address? Then in Quicken, of course each one would have it's own name in Quicken- The reason I ask is because when downloading, I notice now it comes up as Capital One Services  - I wonder if I should just have all our Cap1 accounts under one user name........I use 2 user names mine and then hubby has 2 accounts linked with Cap1.
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Tom Johnson

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I have one user name with two accounts.  It used to work fine.  Now I have various problems almost everyday. Today, Quicken hangs up when selecting "reset account".  That's ony one of about six different problems I have from time to time.
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James

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I have a credit card and savings account.  The Accounts are accessed by one ID and separate passwords in Quicken.  The Credit card account has the password I set and the savings account has a password the system set. 

I have had no problems connecting to Cap1 through quicken OSU for two months now.  The thing that fixed it was disconnecting the Credit Card account from Online services and reconnecting as if new account.  Haven't been asked for a code for at least 6 weeks.
(Edited)
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Bob K.

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Doing this did not work for me. I just got a lot of old transactions I had to delete.
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joanzen .

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I was hopeful that my problems with C1 were behind me.  Pure hubris...  About 6 days ago, I started getting the dreaded cc-501.  I waited the 24 hours, as requested, and tried again.  cc-501.  I backed up/deactivated/shut down/reactivated.  cc-501.  This has been going on for 5 days now.  I've run validate and repair.  All of my other accounts are working fine; only C1 is having a problem.  I just wish Quicken or C1 would TELL us something.  It's so frustrating. 
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Mike411

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After weeks of cc501 and then account category unrecognized (so i was never able to re-activate) up to last night. This morning I decided to try before I leave the house and behold without any code request or hesitation the account was recognized and downloaded like it should.

That said, I wish this could happen to my HSBC account and Synchrony Bank but no such luck!!

After 27 years of being a quicken user the last 7 years been mentally terrorizing !!

I wish Quicken would stop inventing new features that the majority of the users have no need for and focus on providing us with a bug free reliable software that can manage to download safely, accurately and reliably. I am sure we will be happy and pay to downgrade to that version. (sarcasm)

We also dont want our personal data to reside on your cloud. I dont want you to mine it either, I already paid for your software it was not free.

So, Eric Dunn CEO you seemed to be a good guy, we were happy to hear from you 7 month ago when you promised to stay in touch and keep us up to date. You also said that Quicken 2017 was great and stable! from what I have seen it has been the worst roll out, The proof, look at the number of patch releases and the list of known issues. That is a shame. I have plenty more to say but i will stop here.

To the community I am sorry for the rant.
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joanzen .

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Still no word from Quicken support since I was notified that my case was sent to the scripts team on 04/17.  However, since the cc-501 suddenly went away on 04/18, the process has been working just fine ever since. 
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John

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I agree that it appears Quicken and Capital One have finally fixed the problems. I took the plunge and did the deactivate/reactivate after others reported apparent success. For the first time I received not only the challenge prompt, but also the one time code on my phone. I entered it and the download proceeded successfully. Additionally the balance now appears to be correct as well. About the only downside I see is that we can no longer assume scheduled unattended updates will complete successfully, but that is a small price to pay for the increased security. I can live with it.

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Daniel Tan

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cc-501 appears gone / but why still all the random challenge / resp. code requests ... ?
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Ted B

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It appears to be working fine for me especially if I do C1 by itself which is no big deal.
I don't know if this will help anyone else.  Quicken randomly gets the request from C1 and I just Cancel the one time code request.  The transaction download proceeds without errors after that.  However, I do 1 more transaction download of C1 to make sure.  The second download never gets the one-time code error.
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Robert Honeyman

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Bravo. Finally the common sense approach. I tried this early on with the same, positive results. Then I got sidetracked into demanding code perfection from Q. I will go back to this approach posthaste. 
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Mike411

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After weeks of cc501 and then account category unrecognized (so i was never able to re-activate) up to last night. This morning I decided to try before I leave the house and behold without any code request or hesitation the account was recognized and downloaded like it should.

That said, I wish this could happen to my HSBC account and Synchrony Bank but no such luck!!

After 27 years of being a quicken user the last 7 years been mentally terrorizing !!

I wish Quicken would stop inventing new features that the majority of the users have no need for and focus on providing us with a bug free reliable software that can manage to download safely, accurately and reliably. I am sure we will be happy and pay to downgrade to that version. (sarcasm)

We also dont want our personal data to reside on your cloud. I dont want you to mine it either, I already paid for your software it was not free.

So, Eric Dunn CEO you seemed to be a good guy, we were happy to hear from you 7 month ago when you promised to stay in touch and keep us up to date. You also said that Quicken 2017 was great and stable! from what I have seen it has been the worst roll out, The proof, look at the number of patch releases and the list of known issues. That is a shame. I have plenty more to say but i will stop here.

To the community I am sorry for the rant.
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Bob K.

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I think you said it very well.  I'm sure many of us feel exactly the same.
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GollyRojer

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Hello, Quicken sufferers.  I hate to be a party pooper, but it worked for me.  I found this instruction sheet:
https://www.capitalone.com/media/doc/personal-banking/quicken-for-windows.pdf
...which gave step-by-step instructions which, for my situation, boiled down to "deactivate and reactivate".  Note that I only have Capital One Card Services; there were instructions for other account types that included more actions.  Actually, the sheet says Card Services accounts don't need to do this, but it worked when I did it, getting rid of the "one-time verification" request.

Duplicates: I was lucky in that I started a new Quicken file a few weeks ago, and it only downloaded the past 180 days.  In my preferences, "Automatically add to banking registers" is unchecked , so downloaded transactions appear in a panel awaiting approval.  I found one recent transaction that was not already in the register, so I approved it and deleted the rest.  Unhappily, I could not find a way to select them all and delete once; I had to do it individually.  If you can find a way to select all the downloaded transactions, you can avoid the tedious individual deletion.

Capital One had updated at this point, so I couldn't verify that new transactions would download.  If it turns out that they don't, I'll post an update.
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Daniel Tan

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cc-501 appears gone / but why still all the random challenge / resp. code requests ... ?
I'm just doing the card services as well, but I still get the "one-time" code request periodically. Just an annoyance for me, but still....
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stan

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Using Windows 10 Pro (64 bit) and Quicken 2017 Home and Business R6. I download from 9 financial organizations into 14 accounts so changing to something else would be painful and time consuming. I do a full download and reconciliation and I get the message from C1 and with the dropdown ask them to send me the code. Which doesn't happen. Then, I do my only C1 (credit card) separately. It asks for the code, doesn't send it but does the download and reconciliation (most of the time). When it doesn't, it usually works the next day. I haven't had the server error in a number of weeks.   I also have the problem where my C1 account doesn't reconcile unless I do it in the evening. Seems like the earliest I can do it is 9 PM CT.  I have not done any of the steps that have been talked about here. With my current experience, it seems like the cure is worse than the disease. Just takes a couple minutes to download C1 separately.

Now, QUESTION: I'm thinking of switching to either the Citi Bank Double Rewards (1% on purchase, 1% on payment) or to Fidelity 2% cash back. Both offer the 2% with no purchase limits. I do have accounts at Fidelity so the requirement to deposit into a Fidelity account is not a problem. Has anyone had any Quicken problems with either organization in general or their credit cards in particular? (Downloading, reconciling, etc.) Also does either have an Android app that receives a record of the transaction within a few minutes of it happening?
I use the Citi Bank Double card and have had no problems downloading from them.
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Bob K.

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The Citi Double Cash has downloaded with no problems for me.  I switched to it after having trouble, like others, with downloading the Capital One card info.  I also get an extra 1/2 point of rebate.
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C

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Well, I just surrendered. I got a new credit card that supports direct connect (USAA) and stopped using my Capital One card last week. This was much easier than fighting with the downloads. Bye bye Cap 1.
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Ted B

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Mine has been working fine for a while
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Don Bartenstein

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I'm still getting the prompt once or twice a week.
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GollyRojer

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I set mine to auto-update on a schedule.  Now every morning it's waiting for me, asking me to choose phone text or email.  I choose one, and it updates without sending the verification.
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rback

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I'm still getting prompt every time I try up download from C1.  Of course it still gets and error and is unable to download when I enter the verification code.  Then when I do "reset" or "deactivate/activate", it does work, but downloads the last 180 days of transactions, most of which are duplicates, which I can only delete ONE ... AT ... A .... TIME, with a STUPID prompt in between that wants me to confirm deletion of this downloaded transaction.
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Ted B

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search this forum..there is a way to delete all transactions at once...you sort them in the register,etc. meanwhile just download from the website until you solve the problem. Mine works fine now.
(Edited)

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