Error 15500 When Adding or Updating Accounts in Quicken for Mac

Overview

Quicken for Mac may return an Error 15500 when attempting to update or add accounts using Direct Connect.

The financial institution's server returned a response containing an OFX error 15500 "The user entered an invalid user ID or password. Ensure that the customer ID and the password entered are correct."

First, deactivate all the accounts with the affected financial institution

1. Open Quicken.
2. Go to the Accounts menu and choose Hide and Show Accounts;
3. Uncheck any accounts with this specific financial institution (FI) that are hidden in Lists;
4. When complete, click the Settings button in the bottom right of the register for the affected account;
5. Click on the Downloads tab.
6. Click on Disconnect Account, then click Done. Do this on each account with this FI. 
7. Quit Quicken.

Second, delete Quicken passwords from the Keychain

1. Open Finder and go to Applications > Utilities > Keychain Access app;
2. On the left panel in the Keychain app, set the Keychains to Login and the Category to Passwords.
3. Find and delete any entries that show Quicken or Quicken Connect and this FI name;
4. Quit the Keychain Access app and open Quicken.

Third, reconnect the accounts

If there are multiple affected accounts

1. Go to Accounts > Add Account.
2. Type the name of the financial institution and make the appropriate selection.
3. Enter your login credentials and click Continue.
4. When Quicken has returned all accounts discovered for this FI: In the Action column, make sure that the accounts are set to LINK to the corresponding accounts in Quicken (rather than Add or Ignore).  

If there is a single affected account

1. Select the affected account in the account sidebar.
2. Go to Settings > Downloads tab and select Connect Account....
3. Type the name of the financial institution and make the appropriate selection.
4. Enter your login credentials and click Continue.
5. When Quicken has returned all accounts discovered for this FI, make sure the corresponding account is showing LINK in the action column and all other accounts are showing Ignore.

If the issue persists, please contact Quicken Support. 

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