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simon30
April 28, 2020
Question

What is going on with the HSBC OA open banking connection. Shortly after it went live, it started playing up and now for the 2nd time in 5 days it wont connect.

  • April 28, 2020
  • 1 reply
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1 reply

R
Ryan_M
April 28, 2020

Hi @simon30,

 

I appreciate you for bringing this issue into our attention. I'll share a few troubleshooting steps to get your Open Banking connection up and running. 

 

Though we have specific error codes and messages for Open Banking, you can start with these steps:

 

  1. Open your browser's private window. If there's too much cache stored in a browser, it can cause unexpected behaviors. The private browser can isolate this issue.
    • Google Chrome: Ctrl + Shift + N
    • Microsoft Edge: Ctrl + Shift + P
    • Firefox: Ctrl + Shift + P
    • Safari: Command + Shift + N
  2. If that works, go back to your regular browser and clear its cache. 
  3. If the issue persists, open an alternative browser available for you. 

As for the steps you can do for specific error codes in Open Banking, take a look at this article: Open Banking Connection Errors. A quick example of the list of errors is error 324, which means the bank you're trying to connect doesn't support the feature. 

 

You can also keep this article for future reference: Open Banking FAQ. It's a list of common questions concerning this feature, along with their answers. 

 

Do you have any other questions in mind? Place it in the comments below, and I'll get back to you. 

S
simon30Author
April 29, 2020

Thanks.

 

I have been through all of this, and have deleted, and reconnected my account several times (at least 5). The message is always first that the connection was successful, and then "something went wrong 9999" The HSBC banking website shows that the authorisation was granted successfully

 

The last time it worked was 6 days ago, when I then got a message from support to say it was fixed, and indeed it did refresh for one day, and has been down again ever since.

 

I move from Sage because this started happening with them after Open Banking was introduced, and now since the move to Open Banking on QB the same issue.  At this time more than ever, we need stability in the systems we use

 

 

 

C
ChristieAnn 11
April 29, 2020

Hi there, simon30.

 

I appreciate you for performing steps to resolve the issue.

 

The issue getting 9999 when connecting HSBC has been reported as an ongoing issue. Our Product Engineers are now working to fix this as soon as possible.

 

I suggest contacting our QuickBooks Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. And, you'll then receive an email notification once we resolve the issue.

 

Here's how to contact them:

 

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about connecting HSBC bank.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

 

  • Start a chat with a support expert.
  • Get a callback from the next available expert.
  • Ask the community to get help from businesses like yours.

 

7. Select how you want to contact them and fill in the information.

 

In the meantime, I recommend manually import your transactions. You can click this article to see the steps: Manually upload transactions into QuickBooks Online. After that, transactions from your bank will add to QuickBooks Online.

 

After that, you can check this article on how to review your downloaded transactions to ensure your financial records are accurate and to avoid double entries: Categorize and match online bank transactions in QuickBooks Online.

 

In case you noticed you’re not getting the latest transactions, please open this article on how to resolve this: What to do if bank transactions won’t download or there's a bank error. This also provides information on how to fix different banking errors.

 

If you have any additional questions or require further clarification about your account, let me know by leaving a comment below. Have a great rest of the day.

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