- Verify your login credentials directly on your bank's website
- Update the Customer ID in Quicken via Tools > One Step Update > Manage My Passwords, then deactivate/reactivate the account's online services if needed
- Update the same login information in the Password Vault, if you use it
Official reference: Quicken Support – Message When Using Online Services: CC-587
If you’re seeing Quicken error CC-587, it means your bank has told Quicken that your login credentials are incorrect — not that there’s a conflict or duplicate connection. This usually happens after you’ve changed your password, updated a security/challenge question, or your bank made changes on their end that Quicken doesn’t yet have current information for. The fix involves verifying your login directly with your bank, then updating that information inside Quicken. Below is a full walkthrough to get your account syncing normally again.
Why This Happens
Error CC-587 is your bank telling Quicken directly that your login doesn’t check out. Common causes:
- You recently changed your password or security question on your bank’s website but didn’t update it in Quicken
- Your bank updated its login or security system, invalidating what Quicken has stored
- The Customer ID saved in Quicken’s Password Vault is outdated or was entered incorrectly
This is not a file-corruption issue, and it’s not primarily a “duplicate account” problem — it’s a credential mismatch between what Quicken has stored and what your bank currently expects.
Quick Fix
- Log in to your bank’s website directly to confirm your credentials still work
- In Quicken, go to Tools > One Step Update > Manage My Passwords and check the Customer ID on file
- If it’s wrong, deactivate and reactivate online services for that account with the correct Customer ID
- If you use the Password Vault, update it separately with the new information
If this resolves it, great — if not, the detailed steps below cover it more thoroughly.
Step-by-Step Solution (Windows)
Step 1: Back up your Quicken file first
Before making any changes to account connections, create a backup. This protects your transaction history in case anything needs to be restored. See our guide to backing up and restoring a Quicken file for full instructions.
Step 2: Verify your login at your bank directly
Log in to your financial institution’s website using your current credentials. If you can’t log in there either, contact your bank — the issue is on their end, and no changes in Quicken will fix it until your bank-side login is confirmed working.
Step 3: Verify your challenge question and answer
If your bank uses a security/challenge question for account verification, confirm the question and answer are current. Contact your bank if you’re unsure.
Step 4: Check the Customer ID stored in Quicken
Open Quicken and go to Tools menu > One Step Update. Click Manage My Passwords. In the Password Vault dialog, confirm the Customer ID shown for the affected account matches what your bank has on file.
Step 5: Correct the Customer ID if needed
If the Customer ID is wrong:
- Go to Tools menu > Account List
- Click Edit next to the affected account
- Open the Online Services tab
- Click Deactivate, then confirm with Yes
- Repeat for all accounts held at that financial institution
- Back on the Online Services tab, click Set up Now and follow the prompts
- Enter the correct Customer ID and complete activation
- Repeat for any other accounts at the same institution
Caution: Deactivating removes the online connection only — it does not delete existing transaction history. Still, always confirm your backup from Step 1 completed successfully before making these changes.
Step 6: Update the Password Vault
If you use the Password Vault, update it with the corrected login information — see Quicken’s Password Vault guide for the exact steps, or our own Password Vault setup walkthrough.
Step 7: Review the next sync
After reactivating, run a sync and confirm transactions download normally without duplicating existing entries.
If the Issue Persists
If CC-587 continues after verifying your login and updating the Customer ID:
- Click Help in Quicken
- Choose Report a Problem
- Select “Bank download/Transaction Errors” as the category
- Click Send to Quicken
Then contact Quicken Support directly — this type of persistent error typically requires their team to review connection logs.
Prevention Tips
- Whenever you change your password or security question with your bank, update it in Quicken’s Password Vault at the same time
- Keep Quicken updated to the latest release
- Back up your Quicken file regularly, especially before changing account connections
- If your bank announces a system upgrade or security change, expect to need a login update in Quicken around that time
For a broader troubleshooting reference, see our Common Quicken Online Banking Errors hub.
Frequently Asked Questions —
No. Deactivating only removes the online connection — your existing transaction history stays in the file.
Usually because the Customer ID or password stored in Quicken (or the Password Vault) wasn’t fully updated, or your bank has an intermittent login-verification issue on their end.
It originates from your bank — they’re the ones telling Quicken the login is incorrect. Quicken’s role is just to relay that message and let you correct the stored credentials.
Often, yes — since the error means your bank is rejecting the credentials Quicken is sending. If you can’t confirm your login works directly on your bank’s website, contact them before troubleshooting further in Quicken.
Still seeing CC-587 after verifying your credentials and updating your Customer ID? Use the Report a Problem flow above and reach out to Quicken Support directly for log-level troubleshooting — their team can review your connection logs and pinpoint what’s still mismatched.