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dan145
December 18, 2022
Question

Can't reconnect Santander bank account to Quickbooks self-employed - web page shows javascript errors

  • December 18, 2022
  • 1 reply
  • 0 views

I need to reconnect my Santander bank account to Quickbooks self-employed, but it isn't working. I go through the reconnection process, but when I click the login button nothing happens. Just to add... I inspected the web page and it shows a number of Javascript errors (see screenshot). I've tried in Google Chrome and Microsoft Edge, and also on my mobile using Chrome browser (I would have tried the android app - but the app doesn't even work - that's an entirely different story, that I don't have time to go into now).

 

Just to clarify, this is the process I am going through:

 

1) On the Transactions screen I click 'Renew your connection'
2) Then I click 'Reauthorise now'.
3) Then I click 'Reconnect'
4) On the next screen (entitled 'Consent to share your data') I click 'Agree'.
5) Then on the next screen (entitled 'Sign into your bank') I click 'Sign in' and absolutely nothing happens. The screen simly stays as it is. I've tried this process several times in 2 different browsers - Google Chrome and Microsoft Edge, and also on my mobile. Every time I click the 'Sign in' button nothing happens.

 

I tried getting help through live chat, but after 20 minutes of waiting I have had no response - even though it says an agent joined the chat 20 minutes ago!

 

Quickbooks self-employed is a very bad product indeed. I have nothing but problems with it.

 

 

1 reply

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dan145Author
December 18, 2022

Quick update... still no live chat response 1.5 hours after an agent supposedly joined the chat. Any chance of a discount to make up for poor level of customer service? (I suspect not).

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MadelynC
December 18, 2022

I appreciate your time reaching out in the Community for assistance, @dan145. I’m here to help resolve this and provide some info about our support service.


Since you’ve already tried linking your Santander bank account in different browsers to no avail, I recommend visiting your bank's website or contacting your bank provider to check if there’s ongoing system maintenance or updates. Please know that any changes made by your financial institution may break or affect your QuickBooks connection.


If there’s no notification concerning this, try the Connect bank option under your settings to reconnect. If the same thing happens, you can contact our banking team to review the connection process for you. Our representatives have enough tools to check this further and help you find more solutions.


Moreover, our support is only available from Mondays to Fridays, 8:00 AM to 10:00 PM. Then, 8:00 AM to 6:00 PM every Saturday. You can contact them during these hours to ensure you’ll get assistance quickly. Then, follow the outlined steps below:

 

  1. Click the Assistant menu.
  2. Type in "Talk to a human" and then "Reconnection issue" in the next field.
  3. Hit the I still need a human button.
  4. Choose to Message an agent for a live chat or Get a callback from the next available expert.


I can see how this situation impacts your QuickBooks experience, especially our support service. Sometimes, we received high call and chat volumes. Thus, we occasionally have an extended wait time to accommodate all our customers effectively.


You might want to create and utilize rules to reduce the amount of time in managing and categorizing your business transactions in the future. It helps speed up your review process while ensuring events are matched.


Our customers’ satisfaction is our top priority. If you have any other concerns besides linking your account, just let me know. I want to make sure everything is taken care of. 

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dan145Author
December 18, 2022

Hi @MadelynC, thanks for your suggestions.

I finally managed to get support via live chat after a couple of hours and have now resolved the issue.

They suggested I try connecting via the 'Connect Bank' link in my account settings, rather using the 'Renew your connection' link on the 'Transactions' page (as reconnecting that way doesn't work). So my bank is now connected again.

Please note that the information you provided about operating hours for support is incorrect. As it states in the QB assistant agents are also available on Sundays 8am to 6pm.

You also mentioned that it would be possible to request a callback. Is that the case for Quickbooks Self-employed customers? I thought phone support wasn't available to us. If it is possible to get phone support that would be very useful to know for future enquiries.

I do still have an issue you may be able to help me resolve. The Quickbook Android app isn't working for me. The issue is as follows:

1) I launch the app

2) I enter my email address and click 'Sign in'

3) I enter my password and click 'Continue'

4) On the 'Let's confirm it's you' screen, if I click either 'Send me a text message' or  'Send me an email' I get the following error message:

 

Error Occurred
Server Error: 'INVALID_ARGUMENT',
Detail: 'Missing required argument: authContextId'

 

Any help with this would be much appreciated.

 

Many thanks,

Dan

 

 

 

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