Question

Can't connect Bank of America in Quick Book for 2 months. Has contacted customer service but can't resolve issue.

Forum|Forum|6 years ago
January 9, 2020
6 replies
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Original commenter did not share additional details

QuickBooks Online

Hello there, @Christine2018.

Thanks for visiting the Community. I can see the urgency of having to connect Bank of America with QuickBooks. To make sure I can provide a timely solution, may I know if you're a getting a specific error code or message when connecting?

At the moment, we've recently opened case about an error message that says: We've encountered an error connecting your accounts. Our engineers are now working to identify the cause to fix this as quickly as possible.

If this is the specific error you've encountered, I'd recommend contacting our Customer Care team again so they can add you to the list of affected users of INV-37975. Any updates about the status of this issue will be announced via email.

If you're getting a different error code, you can also read about this topic: What to do if bank transactions won’t download and refer to Step 3: Fix specific banking errors. It includes lists of common banking errors and their fixes.

Should you need to add more details of your concern, simply click the Reply button below. I'm always around here to further assist.

C

Christine2018Author

Hi Katherine

Greatly appreciate your response. I have contacted online agent but can't resolve. May I upload the data to Quick Book at this moment? Will the date be duplicated once this technical issue is resolved? I need to work on our Dec account transaction.

katherinejoyceO

Thanks for your swift response, @Christine2018.

Yes, you're right. This is why we don't recommend uploading bank data manually whenever there's an on going investigation as there will be a tendency of duplicate transactions when the issue is resolved.

I understand your needs and demand of your business to work on your December transactions. You can opt to upload your bank data manually. Check out this article for more detailed steps: Import bank transactions using Excel CSV files.

In case you will have duplicate bank transactions moving forward, follow this article as your guide: Exclude transactions downloaded from your bank or financial institution.

Feel free to visit again if you have more questions. We're delighted to provide additional help.

R

Rasa-LilaM

Thanks for your reply, @CCollie.

I appreciate sharing what happened when contacting our QBO Care Team. Aside from improving the product’s features, we do the same thing with our line of support.

Please know your voice is important because it guides us on what areas we need to enhance (product and support).

May I also know the investigation number? The information provided helps expedite the process of finding a real-time solution.

However, if you signed up to this number INV-40762, our engineers are all hands on deck working for the permanent solution. Since you want to speak with our phone support, I suggest signing up for our callback process.

This feature can help save time since our QBO Care agents are the ones who will contact you. To set an appointment, follow the steps below.

Go to the Help icon at the top to select the Contact Us link.
This will open another window where you can enter the issue/topic.
Once done, click on the Let’s talk button to view the support information.
Choose to Get a callback.

For future reference, the following article contains instructions on how to manually download entries and solutions to online banking errors: What to do if bank transactions won’t download or there's a bank error.

Reach out to me if you have any other concerns or questions about QBO. I’m always ready to answer them for you. Have a good one.

C

CCollie

Thanks for the quick reply. I was given INV-40762.

Please note that the instructions you sent for manually downloading transactions does not work for accounts that are not in QuickBooks. Part of the issue I am having is that I am unable to connect a credit card account in QuickBooks that has been used. That means all of the transactions made on that card are not downloading into QuickBooks. This impacts our billing and expense reporting.

Please also note that both of the responses to my serious concern directs me to do the same thing I've already done a number of times: contact QBO help desk. These are the folks who would like me to clear my cache and cookies and keep me on the phone for an hour and 40 minutes (thanks Mona) and an hour and a half (thanks Raymond), and the others I've spoken to who I have not allowed to keep me on the phone that length of time. It would have been much easier if I contacted QBO help, for the agents to merely say, "yes, we are aware and are still working on the issue." Rather they walk me through the same steps over and over again - not hearing me say, "that doesn't work!"

So I guess for now, I'd like to know an approximate time that this issue will be resolved.

Thanks

R

Rasa-LilaM

Welcome back to the Online Community, @CCollie.

Thanks for letting us know about the investigation number. Right now, we don’t have a defined time frame for when this will be fixed.

Since you’re already added to the notification list, you’ll also receive an email for the resolution status. Rest assured, I’ll keep you posted here in the Community for any updates once received.

For tips and other resources to efficiently run the business, I invite you to check out our Self-help articles.

I appreciate your patience while we’re working through this. Post a comment below if you have any other concerns or questions about QBO. I’ll be right here to assist further.

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reneenick

I am a CPA and we are dealing with this same issue on every client that has Bank of America. We have spent hours upon hours on the phone with the bank and quick books support. All they do is blame it on the other one. I am so done with quick books online!! I will NEVER recommend this software to anyone ever again and I am getting all of the 50 clients I have on there off ASAP! The support for the online version is worthless. What a waste of time and money!

W

waxerk5

Hi Reneenick,

Are you saying that the other versions of QB that aren't the online version are working just fine with BofA right now?

I'm using the Online version, always have since the start of my company, and I'm willing to switch to an installed version if it's more stable from all these connectivity issues I've noticed over the last 2 years.

Thanks

Steven

R

robertland

This issue has been going on since January and still is not resolved. Not only can I not connect to Bank of America, I cannot connect to Wells Fargo. I keep getting the call my bank answer which is not resolving anything either. I am a Computer Engineer where I do this stuff every workday and Quickbooks has not designed to Bank of America or Wells Fargo protocols. To add insult to injury, I can connect to Bank of America and Wells Fargo through Quickbooks Online without any issue or delays. Which again tells me this is Quickbooks Desktop issue.

Your Banking Engineer need to be fired. I do not appreciate spending almost $200.00 for an application that is completely useless to me. How many customers will it take for Quickbooks to fix this issue. I did post on Amazon for Quickbook rating of one star and this specific issue.

MJoy_D

We don't want you to feel this inconvenience. Please know that helping you is our top priority, @robertland.

Can you tell us more about the error you’re having when trying to connect the bank? That’ll help us resolve the error you’re having.

When trying to connect the bank accounts, make sure to configure the Firewall and Internet security settings. Your windows firewall and security settings should be set for QuickBooks Desktop. See this article: Set up firewall and security settings for QuickBooks Desktop.

Also, you should use the supported version of QuickBooks and Internet Explorer. Then, check if you have the latest release for QuickBooks Desktop.

Check this article for more information: Fix OL and OLSU Bank Feeds errors in QuickBooks Desktop.

Let us know if there's anything that I can help in connecting your account. I'm always here to assist.

R

robertland

I can connect to Discover Bank so it is not a firewall issue. Secondly, I cannot connect to Wells Fargo either. The odds of not being able to access two banks indicates that the issue is with QB. I am a Software Engineer and I have never let an issue like this last more than one week. QB is going on four months if not more. QB Engineering is a failure and this issue needs to go above the Engineering department to get them to fix this issue NOW. The attached file is the error I am getting for both banks.

M

MediGapPros

I am having the same issue!! The thing that doesn't make sense is initially I was able to sync my accounts with B&A when I signed up for QB Online yesterday & today when I try to sync, it says I'm locked out the B of A site...which is false!! I'm not having any issues logging into my B of A account, so this error message is nonsense. I thought maybe disconnecting the accounts & reconnecting would work, but it just deleted all the work I have done :(

IamjuViel

Hello, @MediGapPros.

I appreciate you for sharing a complete details about your concern. This is a reported on going issue and our Product Engineers are working on an investigation to determine its root cause. Rest assured, once updates are available you'd be notified through an email.

While there's no workaround yet, I'd recommend contacting our Technical Support Team so you'd be added to the affected users' list. Just provide your full name, updated email address, and this investigation number: INV-50417.

Here's how to contact us:

Go to your Help (?) icon.
Choose Contact Us.
Enter what you're reaching out about in the available field, then hit Let's Talk.
You'll be presented with a few options to connect with Intuit.
Select Get a call.
Input the requested information.
Click Confirm my call.

You can browse this article to learn more about the different types of support we offer at Intuit and its availability: Support hours and types.

We appreciate your patience while we work on resolving this unexpected behavior. Keep us posted on how your call goes by leaving a comment below. I'm always here to help.

Annoyed and upset

I am having the same issue with Key Bank for 2 Months also and it is tax season and Quicken says that can they can't fix it but they are willing to collect the monthly fees. My accountant is having an issue with this

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