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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Mike - Deluxe 2015 R12

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Posted 5 months ago

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Brad

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THIS THREAD SHOULD NOT ME MARKED AS SOLVED.  THIS IS AN OPEN UNSOLVED PROBLEM THAT REQUIRES INITIATIVE FROM THE GOOD FOLKS AT QUICKEN TO CONTACT CAP ONE AND SEE HOW IT CAN BE RESOLVED.
(Edited)
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utah

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Agree - issue is not solved.  In case it might help, see my post re C1 instructions to reactivate Quicken and the official Quicken post (5-days old) that states the problem is being worked on.
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Brad

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Looks like they changed the status from SOLVED to IN-PROGRESS as of the time of this post.  Hopefully we are making a difference by speaking up.
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John

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I agree, the TWO problems have not been solved. As I noted in an earlier post, in addition to the "security problem", the daily balance is out of sync with the downloaded transactions. Some, but not all pending transactions are being included in the download. One has to back out pending transactions to get the account to reconcile. I have found the easiest solution is to simply turn off scheduled/automatic updates for C1 and instead invoke it manually so I am at my PC to respond to the prompt.
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cfii fly

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The issue is definitely NOT solved.  Quicken should get off their career and get this BS fixed.  Someone said "stop using Capital One" as the solution.  Really?  How cute is that?  Obviously someone who doesn't bank with Cap 1!
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reid9439

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I do use Capital One and "I'm mad as hell and I'm not going to take it anymore."  I'm closing out my Cap One account and switch to another card.  Capital One is not going to give up the two stage login and Quicken "can't" fix the problem.  That's why you don't hear any responses from them. 
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Nina Brenner

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Using Quicken Premier 2015 here.   Same thing; it asks for a code, never sends it, then rejects my valid password.  Glad I found this thread; my strategy is going to be do nothing!  Stop using Capital One until this gets sorted out.  
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stan

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Still happening but when going to the Cap One account and using update from the drop down box in the upper right corner it does work even when it asks for a code.
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Kevlar_Heart

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That's been my work around too. I unticked Capital One Card Services in One Step Update and perform the Cap One from the account register. Oddly enough my Capital One Checking is unaffected -- it's an entirely different service within Capital One
(Edited)
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Jim Schlichting

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This is what works for me as of now for CapOne credit card  Trying to update from One Step Update results in no code being sent and/or rejection of CapOne password that I used 60 seconds before to log directly into CapOne account.
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Txtea Ranch

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I had to ask my bank to reset my passwordc, bc after so many times of trying, I got locked out.  Than I was told to do this..

Back up your information, or make sure you have a good back up that you can go back to if you need to..

Basically, bc of added security to all online bank accounts, MY BANK told me that I had to confirm all my private bank information, that it is accurate and updated WITHIN my Quicken program.

Go to Tools, then go to Account List or for Short cuts.  Press Ctrl A.  .  

In Account List Menu you will see 6 columns,These are the 6 columns; Account Name, Blank Column (that will read EDIT), Transaction Download, Online Bill Pay, Financial Institution, and Last Reconcile . 

Look under Edit for the account you are questioning.  Press Edit.

Now you are under Account Details. This menu has 3 mini tabs;  Concentrate on the General Tab. Click on General Tab and read on:

Every information that you have entered has to be accurate, in other words the bank name can not have typos nor abbreviations..  For me, my bank name made a slight change in its name.  So I had to add the new bank name under Edit, under each bank account, which is under Account List (CTRL A).  I also confirmed the bank accounts numbers and learned one of my accounts numbers was incorrect., Confirm you routing number, your acct number, customer id and any other important boxes that requires your info. 

Then I was told to go to the next tab "Online Services

from there I was told to de activate my account, yes, I had to put in Intuit password too,

I was told to de activate each of my bank accounts with my bank.  THEN re activate them.

They told me, that bc of extra security measures that all of mmy typed information has to be accurate in bank name and in bank account NUMBERS (routing too). 

I will give an example without giving my info out.  Let's say in Acct List under General, I had my bank called Chase, but the name got switched to JP Morgan Chase.  Well I had to change the word Chase to the full name, JP Morgan Chase.  .And in the "re activating" each account, I had to find my JP Morgan Chase Bank among the list of banks  Click on your individual bank name that Quicken associates with.  

After I did all of this, I pressed next and it updated all my accounts to the point of going back 4500 days, BUT only 2 transactions had to added.  Two new transactions that I sent for payment last week.  I did have about 22 transactions to match up or reconcile my bank account, but those 22 transactions needed to be cleared with my register.  

Now if you already tried before and the software tells you that "have to match or clear with the remaining transactions" and for me I refused to, bc when I saw those transactions from today's work I noticed I already had those transactions not only listed, but cleared and deducted from my account.   I did not want to double withdrawal entry items.  So the Bank employee told me to manually delete all the transactions in each account so I could go on to the next step of de activating and re activating each of my account.  So after I deleted all the duplicate transactions and had all those transactions to match up deleted, I then went to ..

I hope that helps. 
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Brad

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Seems like they sent you chasing a wild goose.  Typical when they don't know the right solution.  From reading everyone's comments including all your detailed steps, it is clear that Capital One changed the security in their servers.  As a result, they and Quicken folks need to work with each other for Quicken to update the security of their servers accordingly and all this will be solved.  This is not a rocket science, rather someone at one of these two companies needs to take the initiative to contact the other and work it out.  We need to open a new post/thread here for it to be "unsolved" to get more attention.  My experience has been doing exactly the same thing the person below this post (Mike411) has posted.  I actually took CapOne out of the OSU in order to do the update manually.
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Jeff Carpenter

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I have little doubt that the technical staff at Capital One and Quicken are aware of the problem, working on a fix and know approximately when it will be ready. I also have no doubt that Quicken will never communicate this to customers and most of their front line CSRs will waste ridiculous amounts of customer time trying scripted things that won't fix the problem. We, by continuing to give Quicken money, accept the fact that they're horrible from a support perspective and it will never change.
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Mike411

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What seems to be working semi-consistently for me is going to the account in the registry and from the settings gear drop down choose update now, you will get the prompt to choose a method to receive the code choose one. After doing so the data downloaded fine with no duplicates.
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utah

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Both Capital One and Quicken are aware of this problem.  C1 offers a solution (did not work for me).  Quicken in a 5-day old post says it is being worked on.  Here is some info:

A search on C1 website for Quicken gives the following:

"Existing Quicken® Users

We recently made an important update to our servicing site, so if you’re an existing Quicken® user, you’ll need to modify your settings to ensure the smooth transition of your financial data.

Next time you sign in to your account follow these instructions:

1.     Choose Accounts, and then select Download Transactions—you’ll see an alert for Quicken® & Quickbooks®.

2.     Click the Quicken® Reactivation link.

3.     On the next page, choose your software version and follow the steps listed to prevent duplication of transaction data.

New Customers or Quicken® Users

If you’re a new Capital One customer or if you’re setting up Quicken® or Quickbooks® for the first time, please follow the software's instructions to add a new account."

I tried this but got no alert for Quicken Reactivation.  I was taken to the usual download transactions page to download a date range with a QFX file.

Also, on the Quicken Community Online Banking page there is notice (gray box in upper right) advising of problems with Capital One:

"Capital One is in the process of updating their web services, which may cause an error when adding accounts to Quicken from these specific banks:


  • Capital One Banking
  • Capital One Auto Loan
  • Capital One FinancialAdvisors
  • Capital One Personal Loans
  • Capital One Bank - TreasuryOptimizer
  • CapitalOne - TrustWeb 

  • We're working to fix this issue as quickly as possible; if you receive an error when adding an account, please try again in 24-48 hours.  To be notified when this issue is resolved, please 'follow' this thread."

This Quicken notice was posted 5 days ago -- so no solution yet.

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Kevlar_Heart

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No joy in finding  "Quicken® Reactivation link" when I accessed Accounts --> Download Transactions.in my Cap One Card Services account
(Edited)
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Rocket J Squirrel, SuperUser

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Nope, it's not there.

Cap One has kind of always been on the edge of Quicken compatibility because they won't support Direct Connect, leaving us with unreliable Express Web Connect. I have several credit cards, and I'm just going to stop using Cap One. I cashed in my reward dollars, & into my junk drawer this card goes.
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Brad

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I have been using Quicken w/ CapOne Visa and MC since approx 2008 (looking at my Quicken history) including VERY HEAVY overseas travel and usage with absolutely no issues.  Before the chip days, it was the only card that worked in every country without a hitch and still works perfect now with the chip.  The automated transaction downloads to Quicken has been solid and accurate (zero issues) and I am equally happy with the CC and their customer service - remains my favorite CC because of their superb international transaction handling, no currency fees and competitive currency conversion rates, very good alerts and again smooth Quicken sync.  Goes to show everyone has a different experience.  I am sure this hiccup will get fixed and till then I can live with the extra steps of entering a security code.
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William Coney

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In my case, no code is sent, so....
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Kevlar_Heart

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@ Brad -- I agree that Capital One has been my "go to" card for travel and day to day expenses. Until the recent security change Cap One was the ONLY card for which I had not had problems within Quicken. The work around of updating from the register is not all that arduous, since my goal is accurate records, not "never fail" connection. I'll continue to whine so I can fit in though
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Brad

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@William Coney -- Please take a look at the bottom of page one of this thread where I found and described a way to get the code sent to me.  It went from never working for me to working consistently.  But then again seems like that approach worked for some and not for others.  I have the 2016 Quicken Premier on PC and just CapOne credit cards (no banks acc) for what it's worth.  oh, and I cannot take credit for the approach (whether it works for you or not) as I found it on an unrelated post but seems like something good to know.  Also Deactivating and Reactivating did not work for me and created a mess of duplicates, so don't do the deactivation.  Somewhat of a good news is that seems like they changed the status of this thread from solved (which made me furious - look at the very top of this page) to in-progress in the last few hours.  So let's do what @Kevlar_Heart suggested and speak up.
Ditto on all of the above for Capital One Credit cards - ALL Week!!!! Really? now what did your programmers do? I have several Cap1 accounts - I sometimes can update from the one account through the update within the Quicken account - I'll be not doing anything more or changing passwords - it's on your Quicken servers that are causing this inconvenience! Not happy
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Jeff Carpenter

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I agree. When MoneyWiz finally releases investment account support (supposedly in a month or so) I'm going to run both for a few months with the hope of never using Quicken again. It's just stunning how bad they are at communicating to customers.
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joanzen .

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Just an update on my situation.  It's been a couple of days since I tried the deactivate/reactivate.  My Cap One account has been updating as normal.  I've gotten the request for a code a couple of times and it actually worked fine both times.  I'm curious, going forward, what the expectation should be with respect to the frequency of the two-factor authentication. To be sure, Cap One and/or Quicken truly screwed up the implementation of this functionality, but mine seems to be working (for now...). 
Wish I could agree - but it still does not work for me - still never received a code. Out of the 3 Cap1 credit accounts I have - the 2 with the common email address still will not update - the one with another email address will only update if I update within the account in Quicken. Now to go find a page for why some accounts will not display an end tab when finished downloading within the account. Geez, never had so many problems and I've been a customer since 1998. Now that HIG Capital owns it - it's a mess.
(Edited)
OH! New error code today! CC-891 lovely.
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sandheep

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using Quicken Deluxe 2014 R10, having the same issue.  Seems like if i keep on trying, it eventually updates.  But something odd is happening here for sure.
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Mike - Deluxe 2015 R12

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I got the request for a code again this morning.  I just canceled the request and Capital One download processing continued without problems. At least that's what Quicken reported.  So, maybe as a temporary workaround, canceling the code request might work.  I didn't have transactions to download, so I can't really tell if canceling the request continues without further problems. 

I immediately did a download update of the Capital One Credit Card again and got no error or request for code. Strange behavior.
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Rick Davies

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I have been experiencing the same issue, however this morning it updated fine from One step update and did not prompt for code - there is hope in the Quicken Universe.
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Maikeer

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Sporadically getting this over the past week or so, no code sent. Quicken 2016 Premier. Oddly, just now, after I closed the one step update dialog, I received a code when I used the "update now" button at the upper right of the register.
(Edited)
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Rocket J Squirrel, SuperUser

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Cap One is partially broken. It is known. It is unlikely to get fixed. I'm dropping them.
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RobM

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Well, I thought my solution worked, but I too have gotten the request for security codes again. I went ahead and entered the codes they sent and my cards updated as they should. Maybe (whoever first said it in this thread) is correct...that it's "learning" from the machine you are on as part of a security measure. I'm not going to deactivate and reactivate my accounts again. Just going to wait patiently and see if they either update Quicken to fix the problem, or if Capital One gets their "handshake" in sync with Quicken. Isn't THAT much of a pain to me to enter the "one time codes" as long as it eventually stops asking.
At least you got codes - never received any . Still waiting like you.
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Kevlar_Heart

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My Update: I still never receive codes from Cap One, and the only reliable method for updating Capital One Card Services is from withing the card register.

One thing I've noticed about this thread is the remarkable lack of SuperUser or Official Quicken responses. What do they know that we don't? Usually I can count on at least one Superuser to chastise me for something :) 
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Susan Reinis

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Gang - one more voice to the crowd - same as all yours - but two things - now First Republic and Discovercard are saying request rejected and the other is that the quicken chat acts like they never heard of this. Thanks for being there.
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Dave Hutchison

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I found this thread and I have the same issue.  I deactivated and then reset up under Account Details/Online Services. I enter UserID and Pw but errors.  I get no verification code.  I can log in and see account detail fine going direct to Capital One web page logging in with same ID and pw. 
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Maikeer

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My Capital One download (Quicksilver credit card) was successful today as part of a one-step update (one of over a dozen accounts with 8 institutions). It was the last one to complete, for some reason, but I've keeping my fingers crossed. This issue has certainly been frustrating!
Grrrr......new message this morning - Quicken can not update because of an error on the Quicken server. Really? Come on already - I'm tired of clearing the old fashioned way - manually. Please? Pretty please?
Now to go and find out why my Paypal accounts won't download to their respected accounts. Unreal. It's almost as if the Quicken servers have a virus,slowing effecting it's entire system - I don't want to hear on the news that there has been a breach on my info.......
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J Dobonski

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I am getting the request for a code as well. When I use the drop down for the preferred method to get the one time code and hit the OK button it doesn't send a code but does download my transactions - so far. This has been for the last two days and is for two C1 credit cards only. All of my other banking & credit card accounts is working. Before I go deactivating/reactivating/etc on my accounts I will ride out the storm for a while and see if C1 & Quicken will start playing well together.

I wish there was another program (besides Quicken) that would download simple credit card and bank transactions. I don't need all the whistles and bells that Quicken has. Quicken seems to be falling flat lately when it comes to customer service.
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Ted B

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Moneywiz
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John

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I, for one, do not believe these are Quicken problems. I bet these issues - security prompt and incorrect balances - are the result of recent changes C1 made (to support new statement and possibly two factor authentication?). This is why we never receive a code back from C1. We see the problem in Quicken, but I blame C1. Complaints need to be directed at C1.
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joanzen .

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@John.  The pending vs posted transactions and the associated balance issue is clearly a Cap One issue.  In that case, Quicken is simply asking for an update, but Cap One is providing the data. However, the 2FA issue seems more likely to be an issue on both sides as Quicken must have implemented changes to request how you want to receive your code as well as being able to process the code received. The fact that some folks are requesting a code, but not receiving anything seems to point to an issue between Quicken and Cap One.

The thing I find odd about the situation is the varied experiences posted here, but that could be related to the varied Quicken versions represented. For some here, the deactivate/reactivate seems to fix nothing, but in my case it completely resolved the issue (at least so far).  After d/r, I received the code and my transactions downloaded normally after inputting the code.  I have been asked a couple of times since, to receive another code, but it worked as expected both times.  As of now, I haven't received a request for a code for several days, but the downloads have worked every time. 

It is frustrating that Quicken won't just respond here and provide some information.


(Edited)
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Ted B

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I received the code a few times..then it said I should not get asked any more but it did anyway. It's erratic. I click cancel and use online center
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John

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Suggest Quicken/C1 users join the C1 "community" https://community.capitalone.com and post their complaints there as well. More likely to provoke C1 to action, if problem is visible to their customer base.
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a.racicot

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I'm chiming in for the first time just to confirm to you all that I've been getting this same request to have one time code sent to my preferred method of contact for a couple of days now.  I am not getting any code.  As a workaround, I tried to download from the C1 website and it screwed up my reconciliation so I restored from a back up I took before trying that method.  Glad to have found this thread and will hope that C1 & Quicken fix this asap!  Will keep watching here.....
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Joseph Witkin

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Same issue here with Quicken H&B 2017. At first it asked for a means to send a one time code, but never sent one. It only displayed my email address, though Capital One has my phone number, and I would prefer text. After removing online update and re-activating it, it eventually emailed me a code. It then downloaded about 6 duplicate transactions which I accepted and then deleted. Worked normally for a few days, but today I was asked again to enter a one time code - worked after I did.
I gather Capital One is using Express Web Connect rather than Direct Connect for their customer downloads - they need to bite the bullet and pay for Direct Connect. My Direct Connect institutions always work, Web Connect always have problems. :(
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J Dobonski

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One would think that a one time code would only be needed one time. Call me crazy, my wife does (and a few other things)... 

It seems some people have to enter the code frequently. Others, like me, just have to tell quicken/Cap 1 how we want to receive the one time code. We never get it but the download works as before. With my luck someone from Quicken or Cap 1 will see this and "fix" what I am able to do, but nothing else.
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Brad

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I see your first point if they would give you a check box to say like "remember my computer" for example.  To me it seems to be an Always "Two-Factor Authentication".  Seems like you are in the lucky minority.  Do you have CC or bank account with CapOne?  For me, 8 out of 10 times I am faced with the code and the other two times, downloads without asking which is very strange.  But I too consider myself lucky since I am able to download CC transactions either way - so it is always working for me given the extra pain in the neck steps.  Some folks never receive the one time code or don't get the transaction download - just by reading the posts.
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J Dobonski

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I have CC only with Cap1. My bank account is a credit union account. every 6 to 9 months I have to get Quicken to do scripting voodoo to get my credit union accounts back up and running. They are fairly responsive to taking care of that issue.

 I did what was suggested on one of my two Cap1 CC accounts both within Quicken and within Cap1. It still asks for the "one time code" for both when I update. I still don't get a code but still get the transaction downloads.  So all the hoops I jumped through for that particular account did nothing but waste time IMHO.

I hope all of the other financial institutions don't do the same update. I understand upping the security but when it quits becoming user friendly...
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Jim Williams

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Quicken 2015 Deluxe
I have been having the same issues as everyone else.  This morning feeling I had to try something I went into for C1 "Edit Account Details", clicked the online services tab and clicked on the "Reset Account" button.  I was able to for the first time get a code emailed to me (it actually did this twice during the reset process) and now the account branding updated and now no more error messages and goes through the one step update fine.  Did not get any transactions today but hoping it will start tomorrow.  Will update.
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J Dobonski

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I don't know if this is an issue or but but... The account numbers on the Cap 1 accounts had changed to a the last four digits rather than the entire number. The rest of my accounts were the entire number.
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Jay Duff

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A Quicken employee actually addressed the issue in this thread:

"Quicken Tamara, Employee

Cap One made some changes to their sites recently that impacted our customers in their Quicken files. While the majority of those problems have been resolved, the One Time Passcode (OTP) prompt is still affecting some customers.

We have reported this to the Financial Data Services team along with some logs and info we've collected, so they can get the final piece of this issue resolved.

What we have found to work is to open a web browser on the computer where Quicken is installed and go to the Cap One Credit Card website, log in and provide any OTP that may be requested, then log out of the site and try again in Quicken immediately. You may still be prompted for the OTP, but you should only have to provide it once, this time."

The suggested solution is not working for me, FYI.
Welcome to the club Jay - it amazes me that customer service is not a priority anymore - just like work-a-raunts (having to get your own food at a restaurant) - the same theory is used everywhere else now - and this problem is a good example - Why do WE have to work it out and around it? The non-communication from companies is the main problem for customers - and in this day and age - we as customers just accept it - it's sad, such a lack of pride, for these basic principles if applied (pride, communication, & true customer service) would increase customer loyalty and those profit margins that are the only concern of companies today.
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Brad

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That suggestion didn't work for me either.  I still have to deal with the OTP's extra steps.  VERY frustrating.
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Susan Reinis

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I forgot to tell you one thing that a Quicken rep had me do and that might help for those having trouble with getting the code.
Quit Quicken
Delete the following folders (If you are paranoid - move them to new names:
\USER\YOUR NAME\APPDATA\ROAMING\INTUIT\QUICKEN and the folders are config, data and log

then restart quicken
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Ron Crader

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Check your Capital One Messages & Alerts center.  I found that my main Contact Point said "unreachable".  I then went into my Alert Contact Points and removed the unreachable address and re-entered it.  returning to my Set Alerts page, all alerts have been update.  The unreachable email address was the one that Quicken was requesting I confirm.  Open Quicken and the Capital One update ran this time.  Hopefully this is a permanent fix.

Ron C