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Banking stuck on 'updating'

Forum|Forum|3 years ago
January 4, 2023
4 replies
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A banking connection (Santander) has been stuck for 2 days. The update button shows 'updating' but nothing has happened since Monday. It just stays on 'updating'. You can't click the update button to restart the sync, as nothing happens.

Yes, I have tried clearing the browser cache and reloading 🙂

How can I break this cycle and get the connection working again?

Best answer by emmam6

I appreciate you doing the troubleshooting steps, @Gonzosgone.

Since the issue persists even after doing the troubleshooting steps, I recommend contacting our Customer Care Support. You can work with one of our specialists in creating a ticket letting our engineering team investigate the root cause of the problem raised saying you haven't been able to connect your QuickBooks Online account to the Santander Bank account.

Here's how to reach out to them:

Sign in to your QuickBooks Online company.
Select Help (?).
Go to the Assistant icon to open the QB assistant window.
Select Contact Support Team, then enter your concerns.
Choose to Start a chat or a conversation.

You can also check out our support hours for the most updated contact information.

Here's more information about downloading the transactions from the bank. Then, upload the file to your account: Manually upload transactions into QuickBooks Online.

Feel free to post here on the QuickBooks Support page again if you need anything else with QuickBooks banking. I'll be right here to help you anytime. Have a great day!

Hello Community users, we just wanted to pop in and update this thread. The senior banking engineers at QuickBooks resolved the issue with the banking updating on the 23rd of January and the investigation was therefore closed. If you have any similar problems with the banking updating, please let us know and we'll make sure to look into that straight away for you.

J

J1801

I’ve had this with Lloyds between 30/12 and 03/01. I assumed they were updating their systems. I reconnected my bank even though it wasn’t due to be done and that has sorted it.

B

Baldoozie

Hi, I have been having this issue since 30/12 still till now. What did you do to resolve this.

Ive tried to speak to many QB Assistants, but they do not have a clue. Im too with Lloyds Business Banking.

Thanks In Advance

JenoP

Thanks for joining us here, Baldoozie.

I can see that we have an ongoing investigation about banking errors with Lloyd Business Banking.

I recommend contacting our phone or chat support teams and let them know to add you to the list of affected users. Then provide INV 81557 or INV 80997 as a reference so they can locate it immediately. An email notification will be sent everyone on the list as soon as the issue is resolved.

Here's how to reach out to them:

Click the Help menu in the upper-right hand corner of your QBO account.
Type in "Talk to a human" in the chatbox, then press Enter. Then, type in the same keyword and press Enter one more time.
Select No, then click Have us call you or Chat with us.

In the meantime, you'll want to import your banking transactions as a CSV file while is issue is being worked on. Let me share these articles for more details:

The Community is always here if you need anything else. We're always here to help.

G

GeorgiaC

Hi richard96, thanks for your post - we're not currently aware of any reported issues updating accounts; can we confirm which bank provider you are experiencing the problem with? If the account does not update when logging into QuickBooks via a private browsing window, please instead disconnect and reconnect the account as kindly recommended above.

R

richard96Author

Thanks both - luckily it has just timed out - at last - with a 'somethings not right' error... Now seems to be updating fine.

J

jrhrealanswers

Hey there,

I have an actual answer that's simple & really works:
When the bank transactions feed is stuck in a perpetual loop of updating, simply re-order the position of your accounts. It can be as simple as changing the position of just 1 account. Doing this refreshes them & allows you to update things properly. You can them re-order them back to how they were originally.

Hope this helps!

S

Stol

You're genius! That worked perfectly.

H

Hawthorne-IS

I have a similar issue with Synchrony accounts. The update just spins and spins, and in the meanwhile, I can't manually update my other accounts either. It eventually times out, and then I can reconnect the Synchrony accounts, but when I have limited time for bookkeeping, waiting is not a good option. One or two accounts not updating should not be stalling the rest of them.

A

Aldren18

Allow me to share some fixes so you can update the bank connection successfully in QuickBooks Online (QBO), @Hawthorne-IS.

If you're having trouble with downloads that appear to be stuck, there is a possibility that it might be caused by a problem on your bank's end. To confirm this, I recommend checking your bank's website first. You can do so by visiting their website and logging in.

If you are unsure about the URL to use, you can find it by going to Bank Transactions and selecting Link Account. From there, search for your bank, select it, and copy the listed URL.

If you can log in successfully, it means there are no major issues. Please proceed to your bank's website and perform the following actions:

Check your account for messages, notifications, or alerts.
Look for any display issues as you navigate the website. These can block QuickBooks from downloading new transactions.
Check your bank’s website for any announcements about new security requirements.

If everything looks good, I suggest performing some troubleshooting steps to get past this issue. Sometimes, numerous cached files can cause unusual browser behavior. Let's access QuickBooks Online through a private window.

Here are some key shortcuts for accessing a private window:

Mozilla Firefox: CTRL + Shift + P
Microsoft Edge: CTRL + Shift + N
Google Chrome: CTRL + Shift + N
Safari: Command + Shift + N

If you have successfully updated your bank account, then the cause of the issue is your browser. I recommend clearing its cache or using another supported browser as an alternative.

In addition, QBO sends downloaded transactions to the For Review page. To keep them organized you can follow this article to categorize and match them. This way, we can review the transactions and put them in the correct accounts: Categorise and match bank transactions in QuickBooks Online.

I am available to help you with any questions you may have regarding banking. Please feel free to contact me here at any time.

J

johnwhitehurst

I have this same issue pretty frequently with Amex. The private browser works, but it's kind of annoying because I have to re-authenticate every time I log in from a private browser. Just noting the issue persists. Thanks for your help working on it.

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