Message When Using Online Services: CC-587

Overview

You may receive the following message while using online services in Quicken:

CC-587

Instructions

Error CC-587 occurs when your financial institution tells Quicken that your login is incorrect.

Verify that you are using the correct login information

1. Log in to your financial institution's website.
   • If you are able to log in, continue with step 2.
   • If you are not able to log in, contact your financial institution for assistance.
2. Locate your challenge questions and answers and verify the question and answer. Note: If you need assistance verifying your challenge question or answer, contact your financial institution.

Verify and update your login information in Quicken

1. After verifying your login information at your financial institution, open Quicken and choose Tools menu > One Step Update.
2. In the One Step Update window, click Manage My Passwords.
3. In the Edit Password Vault dialog, verify that the customer ID displayed for the account is the correct customer ID.

If your customer ID is incorrect in Quicken

1. Choose Tools menu > Account List.
2. Click the Edit button next to the account you want to change the customer 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 OK when prompted to confirm your choice.
6. Repeat these steps for all accounts held at the financial institution.
7. Back on the Online Services tab, click Set up Now and follow the on-screen prompts to activate online services for the account.
8. Enter the correct customer ID and follow the on-screen prompts to activate your account.
9. Repeat steps 7 and 8 for all accounts held at this financial institution.

Note: If you use the Password Vault, you need to update your Password Vault with the new information.

If the issue persists

This type of error may require our support agents to review logs in order to identify the issue and fix the problem.

1. Click the Help menu at the top.
2. Choose Report a problem.
3. Select 'Bank download/Transaction Errors' for the category of the report.
4. Click Send to Quicken at the bottom right.

Once you've sent the report, please Contact Quicken Support.

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