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mjsalbert
April 10, 2020
Question

Self-Employed Page FROZEN on Enter Bank Information. Can't access or send invoices.

  • April 10, 2020
  • 1 reply
  • 0 views

Hello! Hope you can help. My client uses Quickbooks, and will be paying me through here. I've set up my checking AND savings account, and every time I log-in the prompt to enter my bank information pops up and I cannot navigate outside of it to contact support, send invoices or do ANYTHING. 

 

My account is basically frozen. I've entered my bank information, but it keeps asking for it over and over again. I can't reenter the bank information I've already entered because it tells me "bank already exists". What can I do? I need your help! Thank you. 

1 reply

S
ShiellaGraceA
April 10, 2020

Hello @mjsalbert,

 

Let's try accessing your account to check if it has something to do with the browser you're using. Let me walk you through how.

 

  • Press CTRL+SHIFT+N for Chrome.
  • Hold CTRL+SHIFT+P for IE and Mozilla Firefox.

 

After that, go back to creating invoices and accepting payments again. If it's working, you can clear the cache of your regular browser. This process will delete the stored data of your browser and will start your browser in a clean slate.

 

If you're getting the same result, please contact our Customer Care Support so we can investigate further. Please use this link to reach out: Contact QuickBooks Self-Employed Support.

 

I'm also sharing with you an article about adding older transactions to QuickBooks Self-Employed for your reference.

 

Reach out to me anytime if you have other questions or concerns. I'll be around to help. Thanks for coming to Community and have a great weekend.

M
mjsalbertAuthor
April 10, 2020

Hi Shiella! Thank you for replying! Unfortunately those did not fix the issue. I tried your remedies as well as in different browsers that I never used to log in onto Quickbooks before like Safari, but the moment it logs me in the "enter your bank" page pops up. 

 

I'm unable to "contact support" because I can't click or access the "assistant" button at the top of the screen when I log-in. This is because any moment I refresh the browser to access the support page, the "enter your bank info" pops up again, and even if I click "help" as the page is loading, it does not register and instead locks the bank screen yet again. This is a very strange issue. Any advice is appreciated! If there is a way to invite me to message support I would love to do so! 

KlentB
KlentB
April 11, 2020

I appreciate all your efforts in performing the troubleshooting steps above, mjsalbert.

 

I've asked our software engineers to look into this issue and was informed that they have an open investigation about this issue. We're still running a series of tests to know why you're seeing this error message when trying to add your banking data.

 

Since you're unable to go to the Assistant feature, you can visit this link to connect with our Payments Chat Support: Contact Support. This way, we'll be able to pull up your account in a secure session then set up your bank account from there. We'll also add you to our notification list so that you'll get updated once we get this sorted out. Please have them link your case to this investigation number INV-44103.

 

You can simply select the QuickBooks Payments and GoPayment section of that article, then click the Payments for QuickBooks Online to be routed to the Chat page. Before doing so, I encourage checking out our support hours to ensure that we address your concerns on time.

 

I'll also let you know as soon as we have more information through this thread. Your patience and understanding are greatly appreciated during this process. If there's anything else that I can help you with, please don't hesitate to visit us again.

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