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Active Member

Re: Amex uses the same log in as you use to log into the web...

We've had the same problem as everyone else.  Like many others, we were able to add a new card and get the sync to work for like a week (and require us to manually exclude hundreds of duplicates, but hey, it was working).  Now today we've lost the ability to sync again.  Can you do us the professional courtesy of telling us if this indeed will be fixed...ever?

 

For months your users have been asking for a timeline, and for months you've been pasting canned responses about working diligently, not hearing from the banking team, gathering data, etc.  However, this has gone on long enough now that we need to know if this will EVER be fixed, not just that you're working on it.  We've got taxes due in less than two weeks, and some of these sync errors extend as far back as November 2018.  If we need to make a change, we need to do it NOW.

 

So, if you can't give us a date for a resolution, can you give us a Yes/No answer if QBO will ever work reliably with Amex again?  And don't tell us to contact support - that's an even longer delay for no more information than this forum.  We need to decide if we're dropping Amex or QB because we can't wait any longer.  What's the word on a future fix being possible and reliable for the long term at all?  Yes or No?

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hi @mi58home,

 

You might want to consider downloading your transactions through Direct or Web Connect. Let me guide you through each.

 

Before downloading your transactions, you’ll need to remember these reminders:

  • Back up the QuickBooks company file prior to any download or import so you can always start over if needed.
  • It is not possible to download transactions into the same QuickBooks Desktop company file more than once. 
  • Currently, only Web Connect files (.QBO) can be imported into QuickBooks Desktop.
  • QFX and QIF files are Quicken financial data files that CANNOT be imported into QuickBooks Desktop. 

There are two options in downloading your transactions, through Direct Connect or Web Connect. Here’s how you can download through Direct Connect:

  1. On the menu bar, click on Banking, and choose Bank Feeds.
  2. Select Bank Center.
  3. In the Bank account list, choose the account you want to connect.
  4. In the Send items to your bank section, you can edit or delete items by clicking the drop-down. 
  5. Select Download Transactions if you are ready to send and receive transactions.
  6. Select Synchronize, then choose Sync this account.
  7. In the Access to (FI name) dialog box that appears, type your PIN or password. 
  8. Select OK.

You can also follow these steps to download your transactions through Web Connect:

  1. Access your bank's website within QuickBooks.
  2. From the Bank Feeds center, choose the appropriate bank.
  3. Select Download Transactions.
  4. A QuickBooks browser window opens and displays your bank's website. Use your customer ID and PIN or password.

Feel free to read this article for more information: Download Bank Feed Transactions.

 

Give this a try and let me know how it goes in the comment section. Please know that I'm only a post away if you have any follow-up questions.

Established Member

Re: Amex uses the same log in as you use to log into the web...

WTF!  Everything worked fine until recently.  I have been downloading AMEX transactions into QB for the last 2 years.  Now, suddenly, it does not work.  It is noteworthy that when I go into manual download thru AMEX it does not give QBO as an option.  WTF! When and why did this change? It seems to me that AMEX is the problem: not QB.  Please fix this BS ASAP!!!!  

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hi there, lawyerlovett.

 

Our online banking team is coordinating with the AMEX team to resolve the issue with the missing transactions as quickly as they can. I'd recommend giving our Customer Care team a call so you'll be included in the list of the affected users. This way, we can send you an update regarding the issue via email.

 

Here's how to contact them:

 

  1. Go to Help (question mark icon).
  2. Click Contact us.
  3. Enter a brief description of your concern in the How can we help? field and click Continue.
  4. Choose which way you want to reach our live agent.

Feel free to visit the Community team if you need anything else. 

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

Same here. Everything fine for the last year then suddenly stopped working on 14/02/19.

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hi Lottie123, 

 

Let's check if after manually updating you AMEX downloaded bank transactions, we'll be able to see the missing transactions. After updating, set the date range on the dates of the missing transactions. 

 

Here's how: 

  1. In the Banking page, choose AMEX as the bank you want to update. 
  2. At the upper-right corner, select Update
  3. Then, set the date range using the filter icon above the DESCRIPTION column. 
  4. Click, Apply

You'll want to look into this article for more instructions: How To Manually Update Bank Accounts

 

Reach out to us if you have other questions. 

Super Explorer *

Re: Amex uses the same log in as you use to log into the web...

Having the same issue.  Transactions were downloading fine through February 2019.  The last 2 weeks download screen is empty.  As a previous Intuit support member stated using web connect manual download could cause duplicates when (if) the sync starts working again.  This particular client uses Amex frequently.  If I wait too long to download there will be hundreds of transactions and I won't be able to reconcile in QBO.  If I manually enter it will take forever - time I do not have at this point.  I suggest Intuit escalate the support ticket and get this fixed.

Super Explorer *

Re: Cannot download american express transactions to quickbooks.

Just attempted a manual download to QBO and no luck still get an error message.  Any idea when this will be fixed?

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Hello there, dso0216.

 

I appreciate you for joining this thread here in the Community. I'm here to assist you with your AMEX bank concern.

 

Let's start the troubleshooting steps by performing the manual update again through a private browser. I'm adding the shortcut keys below depending on the browser you're using:

 

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

I also want to know what specific error code/message you encounter when you run the manual update on your end. I need to check if there are reported issues from other users as well.

 

Since it's happening since February, I recommend reaching out to our Support Specialists. One of them will need to check your account and perform necessary actions for your issue.

 

You can reach them through these steps:

 

  1. Click the Help option in the upper-right corner.
  2. Select Contact us.
  3. Enter the necessary information.
  4. Choose a way to connect.

In the meantime, you can upload your transactions manually using the WebConnect feature. For the detailed steps, you can visit the article below:

 

How to upload more than 90 days of bank transactions.

 

In case the connection with your bank gets back, you can exclude transactions that are already on the QuickBooks system to avoid duplicates.

 

Please don't hesitate to reach out to me if you need additional assistance concerning your AMEX bank. I'm always available here in the Community.

Community Contributor *

Re: Cannot download american express transactions to quickbooks.

Its been two months since this issue started and no progress has been made. Your team should be embarrassed by the lack of progress. I pay a lot of money for this service and as such expect fixes to be made in a reasonable time frame. I'm in the software business and if it took me 2 months to fix an issue like this I wouldn't have a business any more. Queue the automated message...

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Hello again, djudelson.

 

I appreciate you for getting back here in the Community regarding your AMEX concern in QuickBooks Online. I want to help provide additional information about your banking concern.

 

Once you contact Customer Support Specialists, one of them will be creating a case about the ongoing issue you're getting on your end. It would be best to reach out to them again to verify your account and check the status of the case in the system.

 

In case you don't know how you can contact them, I'm adding the steps below:

 

  1. Click the Help option.
  2. Select Contact us.
  3. Enter your concern and click Continue.
  4. Choose a way to connect.

Please let me know if I can be of any assistance here in the Community. I'll be sure to get back to you.

Established Member

POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

I have had the same problems trying to download a .QBO file from American Express.  I searched their "Help Center" and found this, WHICH WORKED FOR ME!!!!!  Here is a link on the AmEx website for help to download transactions for any date range up to the last 6 billing statements...hope this helps you too!  You may need to first "disable bank feeds" in QuickBooks for the particular credit card account.

https://www.americanexpress.com/us/customer-service/faq.payments-statements-and-balance.download-exp...

 

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QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Thank you for letting us know, Nutmeg7213!

 

We're happy that you've shared your experience and the link you've used here in the Community. Sharing information is a real great power, and it helps a lot of people to move forward.

 

Have a great day ahead!

Super Explorer *

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Thank you Nutmeg7213 .  I disabled the auto download and now am back to doing the manual file upload.  So far so good.  

Anyone know if Intuit plans to fix the issues we all seem to be having with bank feeds both in QBO and desktop?

QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Hi there, dso0216.

 

Currently, our engineers are constantly working around the clock to fix the issue. To get notified about the updates, you can add your details to the list of affected users. To do so, reach out to our phone support team through the steps below:

  1. Open QuickBooks Company file.
  2. Click Help at the top.
  3. Select Contact us.

Once again thanks for sharing some workarounds and please continue to bare until we completely fix the issue.  

Active Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

This is utterly unacceptable. Amex is a large company and many small businesses rely on the autosync to work to track expenses. It's been months and this is still broken? Come on, someone should be fired for this!

 

I do not want to do manual upload. My solution is basically disconnect the QBO-Amex connection, then reconnect. It'll download all the new transactions but then breaks again. So every few days, you'll basically need to disconnect and reconnect. This is maddening that this hasn't been fixed in months!

QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Thanks for joining this thread, Coqui.

 

Allow me to jump in and help provide some additional update about  downloading american express transactions in QuickBooks Online. 

 

I've checked the investigation status about this issue and it's still in progress. As of now, we haven't received any updates if when this will be resolved. Our banking team is continuing to work on solving for this unexpected behavior and rest assured that updates will be sent to you once this gets resolved.

 

If you haven't been added to the list of affected users, I encourage you to contact our QuickBooks Online Support Team. This way, you’ll be notified of any updates on the progress of the investigation via email.

 

Here's how you can contact our support:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (question mark icon) at the top right.
  3. Click Contact us to connect with a live support agent.

We appreciate your patience as we work through this. If there's anything else I can do for you, don't hesitate to click the Reply button. I'll be around to help you out. 

Experienced Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

How unbelievable is it that Quickbooks still can't figure this out...It's actually quite comical at this point.

QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Hello there, cjweiss22.

 

Thanks for joining this thread. 

 

We'll make sure to keep you posted as soon as we receive updates from our product engineers. For now, you can follow the advise of my colleague JanyRoseB and that is to reach out to our QuickBooks Care Team so you'll be added to our containment list.

 

Please expect an email notification from Intuit once a resolution is implemented.

 

We appreciate your patience. Please know that I'll around whenever you need help with anything about QuickBooks. 

 

Active Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

I am also impacted by this and have been directly connected to our AMEX account for over 3 years and as of February 2019 it stopped working.  I was able to force it to work initially be disabling online banking for the AMEX account and then reconnecting but that now is also giving me either ERROR codes 1001 or 500.

Thank you Nutmeg for the manual work around but would definitely hope that the real fix would be forthcoming soon.

 

Active Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

We're switching to Xoom!!
This is ridiculous!! Originally reported in December, with no updates on any progress or if they will ever fix it. Amex is top 3 processor in US. 

Should I just manually download transactions for every account QB stops supporting, with no end insight, or even somebody that can update anything, besides this absurd copy and paste "We'll email if we ever fix it.."
Then what's the point of paying for accounting software that allegedly "syncs" the data..?  
You guys suck Quickbooks! Don't bother copy and pasting your ridiculous response for me.. 

Community Explorer **

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

So this is fun. After having to manually input 2 weeks worth of heavy travel expenses back in Feb., due to QB not being able to connect to my Amex account (which then caused accounting errors it took me 5 hours to track and correct), now the connection is broken again -- down for 4 days now and counting. I used the chat facility to ask what's going on, only to get messages from "Melody" that went like this:

 

1) How can I help you?

 

2) I'm dealing with multiple customers now. Can I have someone call you back?

 

3) I'm too busy to schedule that for you. Call our 800 number yourself.

 

Like an idiot, I actually called the 800 number and have now been on hold for 10 minutes with no indication of when someone might actually take my call. You do know your customer base are small business people who have a million things to do, and purchased your software to save us time, right? Because you really, really don't act like it.

 

I'm so sick of paying for broken software that's costing me more time than it's worth. If you're going to add rude, impersonal service to it — and apparently, a lack of customer support staff to deal with us — I'm done with Quickbooks.

 

On top of that, your system is currently lying to me by claiming the reason I can't connect to my Amex account is that the "Amex website is down". It's not. I just logged in to amex.com and it all works just fine. So there's that, too.

 

Beyond frustrated now. Anyone know of a good replacement for QB Online? I'm open to suggestions. Thx.

 

- Len 

QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Hi everyone.

 

Allow me to take a moment and provide you with some information about connecting the Amex account into QuickBooks Online.

 

Our banking team is diligently investigating to prevent uncertainties like this. If you already reached out to our Customer Care Team, rest assured that you'll be able to receive updates about this issue. 

 

Also, I'd suggest visiting our QuickBooks Online outages page to keep updated with our latest news and updates. 

 

Lastly, as soon as an update is received, I, or another member of the Community team, will update this thread right away and let you know so that you can get back to business.

 

You've got me here if you have any other questions with QuickBooks Online. I'd be pleased to help you out.

Community Explorer **

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

That's great, but you've been working on this since January. And no one seems to be able to tell us exactly what's wrong, or when it's going to be fixed. Maybe if you provided honest, transparent information, we wouldn't get so angry and take it out on this bulletin board -- which appears to be the only way to communicate with someone at Intuit, as you can't get through to anyone on the phone, and using the chat facility only seems to anger whatever poor, overworked team is assigned to run it.

 

It's also noted that not once has Intuit ever offered a discount, refund or other compensation for a major software feature not working as promised -- for an entire business quarter and counting. 

 

I know it's easy to mouth off on boards like this, but I'm honestly upset, as are many others. You're supposed to be helping us run our businesses, yet it feels like no one really cares. Just be honest, let us know what's really going on, and maybe offer a little compensation to balance the incredible amount of time and frustration we're dealing with because our books are completely screwed up because of you. Shouldn't be too much to ask. 

QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Hello, @Silver Bullet.


Allow me to join the conversation and share some information about the connection with AMEX and QBO.


I know that waiting on a permanent fix and being on hold with our phone and chat support team can be time-consuming. However, since what I can provide in this public forum are general answers and troubleshooting steps, information such as compensations and other account related concerns have to be directed to our Customer Care Team.


This isn’t the impression I want you to be left with. Though some issues with connecting AMEX to QBO are not yet resolved, our engineers are determined to deliver a permanent resolution to this specific problem as soon as possible.

 

I would still highly suggest, giving our Support Team a call for any refund and discount requests. They have the tools to pull up your account in a secure environment and process any changes if need be.

 

You can follow the same steps shared above by my colleagues to get in touch with phone support. Rest assured, I'll keep you posted on this thread once a resolution is implemented.

 

I'm also adding the QuickBooks Community help link for future reference in case you need additional assistance: QBO Self-help.


That should do it. Please know you can always leave a comment below if you have any questions, I'm more than happy to help. Take care and wishing you the best!