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A
Adrianp318
October 2, 2019
Question

My business feed to HSBC HK has not been working for 58 days now. Is there any fix for this issue?

  • October 2, 2019
  • 3 replies
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Original commenter did not share additional details

3 replies

A
Anonymous
October 2, 2019

Hi there, Adrianp318.

 

There has been a report about unable to connect the HSBC HK bank to QuickBooks Online. It's already escalated to our product engineers. I've also checked that they are still working with the bank representative on resolving it. 

 

You can temporarily follow these steps to manually upload the bank transactions. 

  1. Log in to the bank's website to get the .QBO file for the bank transactions.
  2. Log in to QuickBooks Online and go to Banking.
  3. Click on File upload.
  4. Browse the .QBO file saved on your computer.
  5. Click on Next and continue until you're able to import the transactions.

Once done, start matching or adding them to reconcile the transactions in your register. 

 

I'll surely post any updates about the issue in this thread. If you've got any other concerns, post them here. 

bugs1
bugs1
December 20, 2019

I'm STILL having problems connecting to HSBC HK, this bank feed hasn't worked consistently since August of this year.  The wait time for a fix is intolerable at this point.

 

I reached out to QBO again and they responded that the case was closed!

 

I've sent multiple screen shots of the bank error connection screen and still no resolution. 

 

Manually adding every week for 7 currencies is really laborious and hardly the workflow I was expecting from a software like this.

R
Rasa-LilaM
December 20, 2019

Hi there, @bugs1.


Thanks for following the thread about the bank feeds issue with HSBC. I have a few troubleshooting steps you can try to get the online banking working again.

 

Let’s perform a manual update to refresh the connection between HSBC and QBO. To accomplish this task, go to the Bank and Credit Cards page.

 

  1. Tap the Banking menu on the left panel to choose Banking.
  2. This will lead you to the Bank and Credit Cards page.
  3. From there, select HSBC and then click the Update button in the upper right hand.
  4. If you’re unable to connect, wait for 2 or 3 hours and try again.

 

If the steps won't work, edit the sign-in information to reconnect to your bank. Here's how:

 

  1. Click the Pencil icon next to the financial institution’s name.
  2. Select Edit sign-in info and input your updated bank website username or user ID and password.
  3. Hit the Save and connect button.

 

If the problem persists, we’ll have to determine where it’s coming from. Identifying the root cause requires tools like screen-sharing, which can only be performed by our support team.

 

I know you already did this, but I suggest contacting our QBO Care again so they can create a ticket for further investigation. To reach them:

 

  1. Go to the Help icon at the top to select the Contact Us link.
  2. This will open another window where you can enter the issue/topic.
  3. Once done, click on the Let’s talk button to view the support information.
  4. Select how you want to reach out to our support team: Start messaging or Get a callback.

I’m also adding an article with detailed information on how to keep your bank feeds organized and steps on how to populate the latest transactions to review: Online Banking.

 

If there’s anything else I can help you with, click the Reply button and post a comment. I’m here to assist further. Have a good one.

bugs1
bugs1
December 20, 2019

Hi Rasa-LilaM

 

I followed your advice and performed the steps you suggested.

 

These are the screenshots I get when I try first a manual update and then when I try to edit the sign in information.

 

Clearly something is broken between my QBO and HSBC and actually when I look at the update nothing has come in for over a month now.  It's been sporadic at best since August so a lot of transactions are only there because we have had to manually add them.

 

I've disconnected accounts and tried to reconnect them and it actually won't allow me to add any of the original accounts anymore so I'm unable even to add back accounts that used to be connected.

 

This is as you can tell after 5 months extremely frustrating when you are trying to run a business.

 

Regards

 

Bugs

 

 

 

 

 

 

 

 

R
Rush Group
September 29, 2021

I have had this same issue for over a year now. Have tried completely removing and starting again, but every time get this error message below. Need to sort it out QB!

Fiat Lux - ASIA
Fiat Lux - ASIA
September 29, 2021

@Rush Group 

Explore SlickConnect for the time being.

https://www.moneythumb.com/?ref=110

 

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