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bnavarre
January 18, 2024
Question

America Express credit card accounts will not stay connected

  • January 18, 2024
  • 4 replies
  • 0 views

We have three American Express credit card accounts linked to our QB account.  One of them stays connected all of the time without issue.  The other two, separate login credentials (both of which have been connected in QB for at least 4 years) are giving me trouble the last several months.  When I update banking transactions, one of the accounts will download and the other will give an error that it cannot connect and needs to be reconnected.  This requires logging into the bank site through QB.  Once complete and updating bank accounts again, this second account will download transactions but the first account will then give the cannot connect error.  It is a continual back and forth of reconnecting in order to download transactions, and only one account will stay connected at a time. 

 

This had not been a problem previously.  There would be several occasions where neither would connect but would then reconnect later.

    4 replies

    R
    RogelioL
    January 18, 2024

    Hello, bnavarre.

    I understand how time-consuming it is to do this repeatedly. Rest assured, I'm here to help ensure that your American Express credit card accounts are connected accurately.

    First off, would you mind sharing how you set up your American Express account? It's important to note that setting up a bank account with multiple associated accounts involves creating a parent account and then setting up each card as a subaccount underneath it. Connecting both will trigger an error.

    However, if the bank account was set up correctly, I'd recommend getting in touch with our Technical Support team so this can be further checked using their tools as you've already performed several steps.

    Here's how:

    1. Log in to your QuickBooks Online (QBO) account.
    2. Click the Help button at the top right corner.
    3. Go to the Search tab, then select Contact Us.
    4. Enter a brief discussion of your concern, then click Continue.
    5. Choose a way to connect with us.

    Furthermore, I've added this article to help you identify and fix accounting errors, and discrepancies: Reconcile an account in QuickBooks Online.

    Please get back to us if you have further concerns about bank transactions and QuickBooks. Keep safe.

    B
    bnavarreAuthor
    January 20, 2024

    The parent account solution does not appear to apply in this situation.  The two accounts are separate from each other, each with unique login credentials, account names, and account numbers.  There is no correlation between these two Amex credit card account any different between two different people having a Chase Freedom or similar credit cards.

      Bryan_M
      Bryan_M
      January 20, 2024

      Hi there, @bnavarre.

       

      I see how challenging it is on your end to connect your bank. Let me direct you to the best help possible.

       

      To help you fix this, we recommend contacting the QuickBooks Online Care Team to check the connection of your bank to QBO. They can pull up your account in a safe environment and review the root cause of the issue.

       

      If you want to categorize your bank transactions automatically, you can read this article: Set up bank rules to categorize online banking transactions in QuickBooks Online.

       

      For additional questions about managing your bank connection, don't hesitate to reply to this post. I'll be willing to help. Keep safe and have a good one.

      E
      erbrel
      January 26, 2024

        You need to use American Express (Delegate) connection.  I found this randomly last week & it worked!  So much for all the tickets I filed - that system is broken for sure.

       

      https://quickbooks.intuit.com/learn-support/en-us/help-article/credit-cards/connect-american-express-business-account-online/L0OKat8dF_US_en_US?uid=lrks000t

      U
      utahrealtor
      March 3, 2024

      Hi, I'm having the exact same problem. I have my main AMEX and then two supplemental cards I use to seperate expenses. They are all linked to the main card to keep the skymiles in one place. Did quickbooks fix your problem? Mine has been going on for a month now. 

        R
        RhoiceW
        March 3, 2024

        Thank you for participating in this thread, utahrealtor.

         

        I understand how inconvenient this is. Rest assured, I'm here to help and ensure that your American Express credit card accounts are connected accurately.

         

        I'd appreciate it if you'd let me know how you set up your American Express account. The most common way to set up a bank account or credit card account with multiple associated cards is to create a parent account and set up each card underneath it as a subaccount. Connecting both will trigger an error.

         

        I'll leave this article for you to check on how to set up a bank or credit card account with multiple subaccounts: About bank or credit card subaccount setup.

         

        However, if the bank account is set up correctly, please reach out to our Technical Support team so this can be checked on their tools and conduct further investigation.

         

        Here's how:

         

        1. Sign in to your QuickBooks Online company.
        2. Select Help (?).
        3. Select Contact Us and choose a way to connect with us:

         

        • Start a chat with a support expert.
        • Get a callback from the next available expert.

         

        Please be guided that for Plus, Essentials, and Simple Start subscriptions, support will be available M-F 6 AM to 6 PM PT, and Saturday from 6 AM to 3 PM PT. For Advanced, you can contact the support any time and any day.

         

        Furthermore, I've added this article to help you identify and fix accounting discrepancies: Reconcile an account in QuickBooks Online

         

        You can leave a comment anytime if you still have issues with connecting your bank. I'm always here to help.

        B
        blainetraber
        August 5, 2024

        So sick of seeing "I understand how inconvenient this is. Rest assured, I'm here to help..." Whenever you open a case with Intuit, it goes into a black box. I have been trying to solve this issue for 2 years now. No one ever gets back to me.

          N
          NoVA123
          April 16, 2025

          This problem started with my account yesterday. I have two American Express credit cards and two American Express bank accounts. All are under the same login.

           

          Starting yesterday I am losing connections on one credit card and one of the bank accounts every time that I update the Transactions. When I reconnect those accounts (one at a time) I then lose the connection to the other credit card and other bank account.

           

          I have now set up the credit cards as sub accounts (of a newly formed parent account) per this suggestion and it does not solve the problem.

           

          I have one more bank account that I need to connect to QBI and now I am hesitant to do so. 

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