Express Web Connect - Support FAQs

Q: Can Quicken end users enabled for EWC still use Web Connect?

A: Yes, Quicken end users can still log in to the FI's website to initiate the download process and it will not impact their online services state.

Q: If QBOE end users experience script failures, is there a workaround?

A: The alternative is for them to use WC download.

End users will have to contact the appropriate product's support channel to escalate the issue for our script team to investigate.

Q: What is the difference between Direct Connect, Express Web Connect and Web Connect?

A: Direct Connect still provides the best end user experience given its ability for the FI to support email, bill pay, transfer from within the product.

EWC saves the end user steps during each download.

Feature Comparison Chart

Q: How do I determine which download method my end user is using?

A: 1. Right click the account in the Quicken Account List.
2. Select Edit Account from pop-up.

Edit Account Dialog
3. Click the Online Services tab. In the One Step Update section, it will state the connection method the end user is using:

· This account is connected via Express Web Connect.
· This account is connected via Web Connect.
· This account is connected via Direct Connect.

Determine Download Method Dialog

Q: How does a end user change download method?

A: If the end user is using Web Connect, in the Account Details screen, click the "Activate One Step Update" button and follow the onscreen prompts to complete the One Step Update activation process.

Change Download Method Dialog

If the end user is using Direct Connect, given this is the preferred method, there is no option to change to Express Web Connect.

Q: End users are getting a CC-XXX error message; what can end users do to get their transactions?

A: A CC-XXX error code message in Quicken Windows means the EWC method is not working properly at that point in time.

There are some user-actionable errors whereby end users follow the instructions, they should be able to fix the issue and continue with the download.

The non-user actionable errors will require end users to contact Intuit Support to report the issue.

In the meantime, end users can still get their transactions by logging in to the FI's website to initiate a download.

Q: What are the user-actionable errors end users can verify?

A: CC-502

CC-503

CC-508

CC-509

CC-568

CC-569

CC-585

Q: What troubleshooting steps should a FI support rep take if an end user has an ID and/or Password issue?

A: Verify end user ID and Password at FI website works.

If end user ID and/or PIN in website do not match the end user ID and/or PIN set up in Quicken, follow these instructions.
1. Follow the instructions under the Update your end user ID to deactivate and reactivate the account.
2. Reset the PIN within Quicken's Password Vault (if used).

Q: When EWC logs in to the system as an end user, does it log in once for the session or does it log in for each account individually?

A: Quicken was designed to aggregate each account on its own request, regardless of how many accounts the user has.

So if a user has three accounts, Intuit's system will log into the FI's website, three different times to get the account data even if the QFX file contained all three accounts' transactions in a single Web Connect file.

Q: What can end users do if they are missing data when they perform their download into Quicken, but when end users log in to the FI's website, the transactions are present?

A: Go to the Quicken Account Register for the account in question:
1. Choose Tools menu > Account List.
2. Double-click the account.
3. Click Update Now in the register toolbar (at the top of your account near the Register tab).

Update Quicken Account Register Dialog
4. Follow the on-screen prompts to update your account.
5. This will execute a real-time refresh of the script.

Q: How many days of data will be downloaded during the initial EWC setup?

A: 90 days of transactions will be downloaded.

If the financial institutions provide more than 90, end users will have to log in to the FI's website to download the data prior to the 90 days.

Q: EWC isn't working for our end users. How do they change back to traditional Web Connect?

A: 1. Right click the account in the Quicken Account List.
2. Select Edit Account from pop-up.

Edit Account Popup

3. Click the Online Services tab. In the One Step Update section, it will state the connection method the end user is using. Have the end user disable the account by clicking on the "Remove From One Step Update" button.

Remove From One Step Update Button

4. Have the end user log into your FI website from an external browser to initiate a download of his Web Connect file into Quicken. When presented with the below screen, have end user choose the "Use an existing Quicken account" radio button.

Use An Existing Quicken Account Button

Q: How to enable an account for Express Web Connect?

A: 1. Right click the account in the Quicken Account List.
2. Select Edit Account from pop-up.
Select Your Account

3. Click the Online Services tab. In the One Step Update section, it will state the connection method the customer is using. Have the end user enable the account for Express Web Connect by clicking on the "Activate One Step Update" button.

Activate One Step Update Button

4. The end user will enter their Customer ID and Password. Click Next.

Enter Customer ID and Password

5. Quicken will go online to connect to Intuit's aggregation server and set up the account for Express Web Connect. It will also connect to the financial institution's website to retrieve any new transactions.

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