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EmaRowe
November 18, 2020
Question

Problems renewing bank connection. Bank says done but then get an error message. This has happened before. can anyone help please?

  • November 18, 2020
  • 3 replies
  • 0 views
Original commenter did not share additional details

3 replies

EmmaM
November 18, 2020

Hello EmaRowe, Thanks for contacting the Community. What error message do you get and what bank is that with? Does it match the errors here? If so have you tried the steps advised?

EmaRoweAuthor
December 14, 2020

Yes it has happened before. I'm with NAT West . 

 

It say XML file does not appear to have any style information associated with it. The document tree is shown below.

<Errors xmlns="http://schema.intuit.com/platform/common/error/v1">

<error>

<code>AuthenticationFailed</code>

<type>INPUT</type>

</error>

</Errors>

 

It does everything from the NAT West side but then fails as it goes back to Inuit.

Please help as it's been nearly 2 months.

Thanks

 

AlexV
AlexV
December 15, 2020

Let me share some details on how to get rid of this error, EmaRowe.

 

The NatWest bank is supported to connect to QuickBooks Online. You can check it here:

We can perform some troubleshooting steps that can help us in fixing this. Let's start by using an incognito window and connect if from there. Here are some of the shortcut keys:

  • Chrome: Ctrl + Shift + N
  • Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N

Also, let's clear the cache since it causes issues in QuickBooks Online. You'll want to make sure that the browser you're using is updated or use a different one.

 

If this error persists, please reach out to our Customer Support Team so they can further investigate this. The new "Help" menu interface: 

  1. Click the Help icon and choose the Talk to a human option (then type it again when prompted).
  2. When asked by the bot, enter the error message.
  3. Select I still need a human, then proceed with Contact us.
  4. Tap Let’s talk then choose either Get a call or Start messaging. 

For the old "Help" menu:

  1. Click the Help icon, then the Contact Us button.
  2. Enter the error message in the What can we help you with box.
  3. Proceed with the Let's talk button.
  4. Select either Start messaging or Get a call button.

Keep on posting here if you need more help. Wishing you all the best!

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