QMac 2016: Issues downloading Key Bank credit cards

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  • Updated 4 months ago
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Quicken Dave, are you an official Quicken tech person?  Or willing to help with downloading KeyBank credit cards into quicken 2016?  I've talked for hours with both support representatives and have been told there's no hope.  We have tried everything.  Hope you can help!Note: This conversation was created from a reply on: KeyBank and Quicken 2016 Mac.
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Deb Hart

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Posted 4 months ago

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Quicken Dave, Official Rep

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Hi Deb,

I'm sorry for the trouble you're having when trying to download transactions from your Key Bank account(s). To help us provide the most appropriate response, please confirm which Quicken 2016 product (QWin or QMac) and what and what release (R5, R6, etc.) you are using. Also, are you using the US version of Quicken or Quicken Canada?

Until we hear otherwise, we will assume that you are using QMac 2016, since that's the product that was being used in the conversation on which you originally commented.

Thanks,
Dave
(Edited)
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Deb Hart

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Dave, yes Quicken for Mac 2016 latest version, 3.5.5.  It worked fine until Key changed over their online banking website/procedure in early October.  I hate to buy and learn on another Mac accounting program, only to find Key is not able to support them, either.  Frustrated!!!!!  I run a business and really need a program that downloads my credit cards, and I'm too emeshed in Key Bank to change banks.
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RickO, SuperUser

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Here are the Key Bank related FIs that come up in QM2017:



I don't see one that really looks like a match for Key Bank. This would mean that Key Bank has chosen not to support Quicken for Mac. They may not know they need to enable support for Quicken Mac separately from Windows. In any case, it is the bank that you would need to take this up with as they are the ones that have to enable the connectivity.
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Deb Hart

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Oh my goodness, I've spent upwards of fifteen hours on the phone with Key Bank about this.  They don't seem to be able to fix it, and Quicken support doesn't, either.  I'm completely frustrated!
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RickO, SuperUser

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Time to change banks then, if it were me.
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Quicken Tamara, Employee

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Hi, Deb Hart.

Key is definitely supported in your version of Quicken Mac:



The FIDir.txt entry for Key shows they do support Online Payment for Quicken Mac 2016:

05901 Key http://www.keybank.com 1-800-539-1539 http://www.key.com/pfm/personal.html ACTIVE BANKING,PAYMENT,CREDIT,ACCOUNTINFO&DIRECT

This information indicates to me that there's a setup problem on the Key servers for your account. Without a Quicken Support case complete with Logs folder for this specific installation, I couldn't say for a fact why their servers are rejecting your payment requests.

You could contact Quicken Support to get that case started, and see if our agent can get you a better response from Key Online Banking Support to get you resolved.
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RickO, SuperUser

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Hmm, I should have stopped typing at "key" when I searched. Then I would have found it.

Anyway, is it possible that Deb just needs to complete the Computer Banking and Service Agreement that you linked to?
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Quicken Tamara, Employee

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Possibly, but it's more likely there's an Error Recovery condition with her accounts on their servers.

Without the logs, I can't say what the internal messaging is that is being transmitted by Key to Quicken. That internal messaging typically has the error presented in plain text, but it's not always clear/concise and can cause further confusion for the end user.
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Deb Hart

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Gosh, I never thought I"d get specific help; I've never posted to a forum before.  The trouble is, I don't know enough about computers to understand.  I do know, however, that both Quicken and Key technicians have tried everything they can think of, for hours at a time.  Many different people as well.  But what I will now do is get back to them with the above information and see if this leads them in the right direction.  BTW, I've got way too much going on with Key and my business to change banks right now.  Thank you everyone for this help. - Deborah 
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Deb Hart

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Tamara, are you a Quicken employee?  If so, when I return from my vacation mid May, can I get your help then interfacing with Key Bank?