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Beth Moseley Photography
July 26, 2019
Question

I keep getting this message when i try to contact to my TSB account. "Something unexpected happened and we couldn't connect to your bank." This has been going on for 2 months. I am considering leaving if I can't correct this issue.

  • July 26, 2019
  • 1 reply
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1 reply

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EmmaM
July 26, 2019

Hello Beth Moseley Photography

 

We have an investigation currently in place with our banking engineers to fix this issue. We can add your company to the open investigation.

We are introducing open banking with the big 6 banks(TSB included and it will be live for all customers by 14th September. This will mean a safer more secure connection. We are still working on fixing the issue with TSB and the standard feed at the moment.

We appreciate that it is a situation that is ongoing and also the inconvenience it may have caused you while you are waiting for this to be resolved.If you need transactions in the QuickBooks while you are waiting for this to be fixed you you can download a statement of the dates you need and then upload them in the QuickBoks in the banking>file upload(usually on the update drop down)>browse to the saved file.

 

Thanks

 

Emma

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    Beth Moseley PhotographyAuthor
    September 17, 2019

    Hello, Thank you for your response. It is now the 17th September and I still can not connect my TSB bank to Quick Books. Your response noted there would be a change on 14th September but i don't see any difference.

    What can i do?

    Best wishes,

    Beth

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    JanyRoseB
    September 17, 2019

    Hi, Beth Moseley Photography.

     

    Thanks for taking the time posting your concern here in the Community. Let me share an update about connecting TSB Bank issue with QuickBoks. 

     

    I've checked the investigation status of this issue, and it still in progress. Currently, we haven’t received any updates yet if when this will be resolved, but rest assured that our engineers are currently investigating and working on an immediate fix. 

     

    I also  encourage you to reach out to our Customer Care Team to add your account to the list of affected users. This way, you'll be notified of any updates on the progress on the investigation via email. 

     

    If you're using QuickBooks Online version, here's how you can contact our customer support: 

    1. Sign in to your QuickBooks Online company.
    2. Select Help (?) at the top right.
    3. Select Contact Us to connect with a live support agent.

    For QuickBooks Desktop, here's how:

    1. Select QuickBooks Desktop Help from the Help menu.
    2. You can also press F1 on your keyboard to bring up the same Help Panel. 
    3. In order to route you to the correct support expert, we need to know what type of question you have.
    4. Click Continue.
    5. We’ll provide you a few options. You choose which one is best for you.

    While working on resolving this issue, you can manually import your bank transactions in QuickBooks using the CVS file. You can check the articles below for the detailed steps:

    I appreciate your patience as we work through this. Please know that you're always welcome to post if you have any other concerns related to QuickBooks. Have a good one.  

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