Error When Using Online Services: CC-891

Overview

When using Online Services, you may receive the following message:

[Error CC-891] The login information entered in Quicken is incorrect. If you recently changed your password, enter it into Quicken.

First, refresh your online account information

1. From your account register, select the Actions gear icon at the very top of your register (Ctrl + Shift + N).
2. Select Update Now.
3. Follow the on-screen instructions to complete the update.
4. Repeat these steps for each financial institution experiencing this error.

Then, verify your bank login information

1. Type your password/PIN into a text application, such as Notepad, WordPad, or other text/word application. 

Note: This is a way of confirming you don't have typographical errors in this field.  

2. Highlight the "confirmed" password and then copy it (Ctrl + C) and paste it (Ctrl + V) into the appropriate fields in Quicken.

If the issue persists

1. Close Quicken.
2. Log in to your financial institution's website.
   • If you are able to log in to the site, continue with the next step.
   • If you are not able to log in to the site, contact your financial institution for assistance.
3. Log out of the website and then open Quicken and choose One Step Update Summary from the Tools menu.
4. Locate the CC-891 error and click More Info.
5. In the What do I do now? section, choose update your login information in Quicken.
6. Enter the login information used in step 2, and then click OK or Update.

If the login ID or username also needs to be changed:

1. Choose Tools > Account List.
2. Click the Edit button next to the account you want to change the login ID for.
3. In the Account Details window, click the Online Services tab.
4. Click Deactivate, and then click Yes to deactivate online services.
5. Click Yes again, if necessary, to confirm your choice.
6. Repeat these steps to deactivate all accounts at this same bank.
7. Return to the Online Services tab, and click Set up Now for each account you've deactivated.
8. Enter the correct login ID and follow the on-screen prompts to activate your account.

If you are able to log in to your financial institution's website, your financial institution cannot resolve this issue. If you need assistance, contact Quicken Support.

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