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Trial User Confused
September 26, 2019
Question

We are having problems connecting Quickbooks to HSBC Hong Kong accounts. The system does not work and there is no response on the matter.

  • September 26, 2019
  • 3 replies
  • 0 views
Original commenter did not share additional details

3 replies

MJoy_D
MJoy_D
September 26, 2019

Let’s resolve the error you’ve encountered to connect your HSBC successfully, Trial User Confused.

 

There’s an ongoing issue with HSBC Hong Kong. Our subscribers encounter this error "Something unexpected happened and we couldn't connect to your bank" message when trying to connect or refresh the connection to pull up new transactions.

 

Our Product Engineering team is still working on fixing the connection between the bank and QuickBooks.

 

For the meantime, you can add your transactions from the bank by downloading them from your online banking account, then importing it to your QBO account. 

 

Check this article for more information: Manually upload transactions into QuickBooks Online.

 

To constantly receive an update about this, you can be added to the email list by reaching out to our Product Support Team. Then, let them add you to Investigation No. 35252.

 

Here’s how to reach them:

 

  1. From your homepage, go to the Help icon to connect to a live support agent. 
  2. Click on Start a chat button to provide some details about this concern.
  3. After adding your account information, tick on the Submit button to start chatting with them 

Thank you for your patience while we're still working on it. Let me know if there's anything else that I can help with your account by leaving a comment below. Take care and enjoy the rest of the week. 

K
KERSPI
December 31, 2019

Hi, could not manage to set up a direct feed with HSBC Hong Kong business account (multi currencies). Apparently, the problem is still not solved! Xero appears to be set up for direct feeds.

M
MaryAnn_E
December 31, 2019

Thank you for the response, @KERSPI.

 

I checked the investigations list, and it turns out it's already resolved. We can do troubleshooting steps to fix the connection issue.

 

Most issues in QuickBooks Online are fix using a private window, and this won’t save any information or data.


Here's how to use a private window:

 

  • Chrome: press CTRL + Shift + N
  • Mozilla Firefox: press CTRL + Shift + P
  • Internet Explorer: press CTRL+ Shift + P
  • Safari: press Command + Shift + N

 

You can go back to your regular browser and clear the cache to avoid the error again. If that behavior still exists, I recommend using another browser to get this fixed.

 

For an option, you can manually upload the transactions in QuickBooks Online from your bank or credit cards.

 

Don’t hesitate to drop a comment below. If you have any other questions, let us know. Have a good day.

K
KERSPI
December 31, 2019

Thanks for your response, but I do not believe this is appropriate. Again, I am talking about HSBC Hong Kong business account, where, apparently, only XERO is accepted for bank feed. 

J
JamesDuanT
December 31, 2019

Hello KERSPI,

 

What specific error did you received when trying to connect HSBC Hong Kong to your QBO? This'll give us an overview of what is happening. 

 

When connecting a multi-currency bank, you'll need to make sure the QuickBooks bank account is also set up for the same currency.

  1. Click Accounting on the left menu and select the Chart of Accounts tab.
  2. Click the New button and select Bank as the Account Type.
  3. Select the correct Detail Type and enter the Name.
  4. Select HKD Hong Kong Dollar in the Currency field.
  5. Enter other details and click Save and Close.

This should be the same bank account you'll select when you're in the connecting process.

 

We'd appreciate details and screenshots about this concern, too.

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