Troubleshooting
Access and Logon Problems
Problem: I can't log in. / I lost my password.
Solution: Your ID and password are the same ones you use for Fifth Third Internet Banking and Bill Payment. More Information
Problem: I'm getting an invalid sign-on message, but I'm sure my ID and PIN are correct.
Solution: Make sure you are not entering spaces or dashes with your ID.
Problem: I still can't log in.
Solution: Make sure you have logged in to Fifth Third Internet Banking and Bill Payment and accepted the terms and conditions. Update your version of Quicken® or QuickBooks® to the latest release. You can do this for free by visiting the Quicken or QuickBooks Web sites. If you're using Quicken, make sure you have registered with Quicken.com.
Setup Difficulties
Problem: I can't get Direct Connect to work with Quicken. I have used Web Connect in the past.
Solution: You must disable the Web Connect functionality in order for Direct Connect to work.
- Start Quicken.
- Click Online in the menu bar at the top of your screen.
- Select Online Center in the drop-down menu.
- You will see a screen with your accounts listed. Click the account you would like to use with Direct Connect.
- Click Options in the menu bar on the top right of your screen. If you see a check mark next to Download this account using Web Connect, uncheck it to disable Web Connect.
Problem: I can't get Direct Connect to work with Quicken. I have recently changed my Access ID (e.g., from ATM card number to Social Security number) in Fifth Third Internet Banking and Bill Payment.
Solution: Quicken requires you to change your Access ID for each account individually.
- Click Tools in the menu bar at the top of the screen. In the drop-down menu, select Account List.
- Highlight each account individually and click Edit on the top menu bar.
- You will see the Account Details window. In the General Information tab, click the Customer ID field and enter the new ID number. Click OK.
- Start over with the next account.
Using PFM Software
Problem: I am trying to download transactions, but they do not show up in the register.
Solution: Check to see whether you can view the transaction in Fifth Third Internet Banking and Bill Payment. If not, try running an update. You may have downloaded the transaction already. If you've already downloaded the transaction and manually deleted it, you will have to reenter the transaction manually in Quicken or QuickBooks in order for it to display in the register.
Problem: I downloaded my transactions, but the transactions showed up in the wrong account.
Solution: Double-check your account numbers against what you have set up in your software. In Quicken you may need to verify the routing number as well. Locate the correct routing number, or contact a Fifth Third Customer Service Representative at 1-800-972-3030.
Problem: I entered a bill payment, but it does not show up as a pending payment in Fifth Third Internet Banking and Bill Payment.
Solution: You will need to synchronize your account before any transactions will show up in Fifth Third Internet Banking and Bill Payment. You can use the One Step Update in Quicken or complete the update/send process using the Online Banking Center in QuickBooks to update accounts.
If you were already logged in to Fifth Third Internet Banking and Bill Payment when you performed the update from Quicken or QuickBooks, you will just need to refresh the Fifth Third Internet Banking and Bill Payment display to view your pending payments. Either log off Fifth Third Internet Banking and Bill Payment and log back in, or click Make Payments and then Payment Activity. Your payment will now be listed under Payment Activity as well as on the Summary Screen.
Problem: I changed the account number for a payee in Fifth Third Internet Banking and Bill Payment, but the old account number is still displayed in Quicken.
Solution: As long as Fifth Third Internet Banking and Bill Payment has the correct account information, your payment will be successful. Because changes to payee account numbers are not reflected in certain versions of Quicken, the account number shown in Fifth Third Internet Banking and Bill Payment will become the default for payments.
Problem: My transfers show up in the PFM register, but not in the Fifth Third Internet Banking and Bill Payment statement.
Solution: Transfers generated in the Fifth Third Internet Banking and Bill Payment System will be downloaded in a PFM statement request on the same day they are performed. They do not show up in the Fifth Third Internet Banking and Bill Payment account statement until the following day.
Problem: I made a transfer, but it didn't show up in Card Activity in Fifth Third Internet Banking and Bill Payment.
Solution: Run an update in order to process the request.
Problem: My ending balance does not match my Fifth Third Internet Banking and Bill Payment daily balance.
Solution: Make sure all transactions have cleared for the date range. Cleared transactions are indicated by a 'c' in the register. If the ending balance is still incorrect, then check your opening balance.
Problem: I have other problems with the software, which may not be related to Fifth Third's Web services.
Solution: Contact the software vendor's technical support service. [Quicken] [QuickBooks]
Still have more questions? Click Help in Quicken, QuickBooks or Money.
Fifth Third Customer Service
1-800-972-3030
Intuit Quicken Support and Service
Contact Intuit QuickBooks Support and Service
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