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J
jaspitzer
May 1, 2022
Question

American Express will not stay connected to Quickbooks Online

  • May 1, 2022
  • 2 replies
  • 0 views

I have a client with approximately 1200 amex transactions per month.  For the last several months, their connection between american express and Quickbooks online constantly breaks and gives me a 105 error.  I have tried everything, including contacting quickbooks support.  I have disconnected and reconnected, from both quickbooks and the american express website, I have cleared my cookies and my cache and logged into quickbooks from an incognito browser. None of that helps.  I do have a mac, and I think it may have something to do with my computer, although I have several other clients with amex cards and their connections work just fine for me.  

 

The reason I think it may have something to do with my computer is that I discovered if I log into quickbooks with my husband's dell and click update, it will not update immediately, but several hours later it will often (but not always) reconnect and update.  Then by the next day it is disconnected again.  I could borrow my husband's computer to login and update it most days, but even when I do this there are many missing transactions when I go to do the reconciliation at month end.  Because they have so many transactions, reconciling their account can take me 6 hours or more.   This just isn't feasible or acceptable for me to have to reconcile line by line 1200+ transactions each month.  

 

I am really hoping someone out there will have an idea regarding what the problem could be. The support person I spoke to on the phone was not helpful.  Thank you!

 

 

2 replies

J
jaspitzerAuthor
May 1, 2022

Also - I am connecting it as a business card as suggested in a similar thread.

MJoy_D
MJoy_D
May 1, 2022

I'm here to help you with resolving the error you have with your American Express in QuickBooks Online (QBO), @jaspitzer.

 

Thank you for trying some troubleshooting steps to resolve the banking error. There's an ongoing issue with American Express encountering error 105 in QBO. 

 

Our Product Engineering team is already aware of this and is now working on a fix. I suggest contacting our Customer Support Team and letting them add you to the email list for Investigation No. 70563, so you'll be added to the list of affected users and receive an email notification once we resolve the issue.

 

You can reach our Customer Support for QuickBooks Online (QBO) by going to the Help icon at the top right of the account. Follow the steps below: 

 

  1. Go to the Help icon to connect to a live support agent.
  2. Click on the Contact Us button and provide some details about this concern.
  3. Provide us some information about your concern in the What can we help you with? box and click on Continue.
  4. You'll now be provided options on how to connect to our Customer Support.

 

You can check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.

 

In the meantime, you can manually download the transactions from the bank. Then, upload the file to your account.

 

Download bank transactions:

 

  1. Go to your online banking account to get your file.
  2. Check or follow your bank’s instructions to get a copy of the data and then save it on your computer.
  3. Ensure that the data range is at least one day before your oldest transaction to avoid duplicates.
  4. Please take note of the supported file format and size. It should be either a Comma-Separated Values (CSV) or a QuickBooks Online (QBO) file.
  5. Download your transactions and save the file to your desktop.

 

To upload the file to your QuickBooks account: 

 

  1. Go to the Banking menu and select the bank where you’re uploading the transactions from the Banking tab.
  2. Click the Link account drop-down and select Upload from file.
  3. On the window that appears, click the Browse button and choose the file that you’ll be downloading.
  4. Click on Open, then Next.
  5. Follow the onscreen instructions. Match the columns on the file with the banking fields in QuickBooks, then select Next.
  6. Click on Let's go. QuickBooks will now add the transactions to your account.

 

For more information about the error you've received and on how to perform a manual update to resolve it, check out this article: Fix bank errors 102 and 105.

 

Here's more information about adding your transactions manually in QuickBooks Online (QBO): Manually upload transactions into QuickBooks Online.

 

After adding your transactions, you can now match and categorize those transactions and reconcile them to ensure your books are accurate and there aren't any duplicate transactions:

 

 

Let me know how it goes. I'm always here if you have further questions about the error you have between American Express and QBO, or with your transactions. I'm always here to help. Have a great rest of the day!

J
jaspitzerAuthor
May 1, 2022

Hi MaryJoy -

 

Thank you for your response.  I am confused why the Quickbooks support person I spoke to last month did not mention there was an ongoing issue.  They were not at all helpful. And as I said in my first post, I have other clients with american express cards and there is no issue with their connections.  It also makes no sense that I can get it to update with a Dell computer but not with my mac.  But again, even though I log in with the dell on almost a daily basis, it still doesn't bring in all of the transactions so it is a huge undertaking to identify the missing transactions and add them manually.

 

It is not a feasible solution to download the transactions from the amex website.  I am very aware of how to do this.  This client has 1200+ transactions and they upload at least 900 receipts to their amex website every month.  I need to view the receipt in many cases to see what was purchased, and the client wants the receipt attached to the transaction in Quickbooks.  This would take many more hours to look up each receipt manually, download it, and attach it to the transaction.

 

I will add myself to the investigation number, but honestly I need a solution to this issue within the next couple of months. I am at the point where I either want to investigate alternative accounting software, or just let go of this client and let someone else deal with this problem, which is too bad because they are a great client. But I already had a full client list when this started happening, and I do not have the extra 6-8 hours a month it takes to reconcile this account and manually add the missing transactions.

 

Again, if anyone has any insight or suggestions regarding this issue I would be very appreciative.

 

Thank you,

Jo Ann 

 

 

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