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Heather-Starr
August 27, 2021
Question

Repeatedly being asked to verify identity for bank connections

  • August 27, 2021
  • 1 reply
  • 0 views
I use QBO Accountant to manage my clients and I have been finding that I am being required to verify my identity every single time I want the bank connection to update. It no longer does it automatically. I then have to reach out to my clients who have not provided me direct access to their bank accounts and coordinate receipt of a verification code from them. It's extremely frustrating for both parties involved. It happens with multiple banks, so I think it's something with my computer's settings, or in QBOA settings. Can anyone help me correct this?!

1 reply

A
Archie_B
August 27, 2021

Thank you for providing details, Heather-Starr.

 

Let me share what I know about the alert you receive when connecting your bank into QuickBooks Online.

 

This happens when your bank or financial institution needs you to verify some information for security reasons. It'll usually ask you to answer security questions or you need to enter a one-time password (OTP). 

 

That being said, it depends on your financial institution if you really need to go through this process each time you update your online banking. If you're able to verify all the info asked but still getting the same error, I recommend contacting your bank to help you access it.

 

I've included this article to know what to do if you receive bank errors: What to do if you get a bank error or can't download transactions in QuickBooks Online.

 

You can also check out this link if you'd like to try and manually upload bank transaction into QuickBooks Online. 

 

Post your concerns or click the reply button below if you still have other questions about banking. I'm always here to help. Have a nice weekend!

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Heather-StarrAuthor
August 27, 2021

Thank you for replying.  It just seems strange to me that it happens across all of my clients with different banks. Some large, some small:  TD Bank, Heritage Family Credit Union, and Vermont State Employers Credit Union. 

 

And just to clarify, once I am able to verify the identity with the one time code, it updates the connection, but immediately stops it again for the next time, as if it doesn't save the  credentials for future use.

LieraMarie_A
LieraMarie_A
August 27, 2021

Thanks for the additional information, @Heather-Starr.

 

Currently, we have an ongoing investigation about getting this error 185 many times to an existing connection. Rest assured that our engineers are working diligently to get it resolved.
 
I recommend contacting our Customer Care Support team so that you can be added to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below.

 

Here's how:

  1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
  2. Select Talk to a Human.
  3. Enter a short description of your concern and press Enter.
  4. Click I still need a human.
  5. Select Contact Us to connect with our live support.
  6. Choose Get a callback.
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I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care. 

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