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cneumyer-mission
November 9, 2023
Question

I have an account that used to be connect to quick books but is no longer updating and when I try to reconnect it's saying QB can't find this account at my bank.

  • November 9, 2023
  • 1 reply
  • 0 views
Nothing at the bank has changed. I have other accounts at the same bank that are connecting just fine.

1 reply

MorganB
MorganB
November 9, 2023

Good morning, cneumyer-mission.

 

Thanks for turning to the Community for support. I want to make sure you're able to connect the bank account to your QuickBooks Online account.

 

As an initial troubleshooting step, I recommend clearing the browser cache. The cache is in place to collect frequently used data to make loading web pages quicker and easier. Clearing it will remove anything that is preventing the communication between the bank account and QuickBooks Online. Here's how to get this done if you're using Chrome for example:

 

1. At the top right, click More (three vertical dots).
2. Click More tools and then Clear browsing data.
3. At the top, choose a time range. To delete everything, select All time.
4. Check the boxes next to "Cookies and other site data" and "Cached images and files."
5. Click Clear data.
 

The following article provides similar steps for other browsers: Clear cache and cookies to fix issues when using QuickBooks Online

 

I'm also linking a couple of other articles I believe you'll find helpful:

 

 

Please give these steps a try and let me know if you're able to connect the bank afterward. I'll be here if you have any other questions or concerns.

C
cneumyer-missionAuthor
November 10, 2023
Hello Morgan, 
 
I cleared my cache & cookies as well as tried logging in from an incognito window (which is what the bank recommended I try after searching your website). Neither worked. I had already tried the steps in the link you sent me prior to reaching out with no luck. As I mentioned, I even called the bank and they made sure it wasn't anything on their end (like I needed to update my password to these accounts). It wasn't. 
 
Please let me know what I can do next. 
MorganB
MorganB
November 10, 2023

Thanks for getting back to me, cneumyer-mission.

 

I appreciate you trying those steps mentioned above. Since the issue is persisting, I recommend reaching out to a member of the QuickBooks Online Support Team. Agents have specialized tools, like the ability to share your screen, to take a more in depth look and determine what's causing the issue.

 

Here's how to get in touch with the team:

 

1. Click the Help (?) button.
2. Select either tab to get started:
     - Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
     - Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
         a. Start a chat with a support expert.
         b. Get a callback from the next available expert.

 

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

 

Please don't hesitate to reach back out if you need assistance with anything else. I'll be here to help in any way that I can.

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