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Community Explorer **

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

Thank you for your message. I don't plan to make a habit of complaining on these boards, but appreciate your response.

 

As it happens, the Amex sync feature suddenly came back to life yesterday -- on my account, at least. Seems to be working just fine now, which I hope means a permanent fix has been found.

 

I will call Customer Care as you suggested, but more important than any refund, I'd like to impress upon them a request to let the responsible personnel know that:

 

a) we understand things happen

b) we can be patient when this occurs

c) our patience is a lot easier to obtain when we receive fully open, transparent information on what's going on (even if it doesn't reflect well on Intuit in the moment)

d) always provide an estimated time line for a solution, even if it needs to be frequently updated

e) apologize in advance, and offer a remedy or compensation without us having to ask

f) take individual bulletin board responses offline, so the person feels listened to, and we don't need to wade through stock responses to the same problem

 

and: g) hire more staff for phone support (to cut down waiting times), and chat support (to prevent people like "Melody" from having to juggle multiple customers like we're a circus act, only to underserve us all

 

That said, thank you again for reaching out and, most of all, thank you for getting the Amex sync feature back online, as it really is vital for a lot of us. 

 

 

Moderator

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

Thanks for getting back, @Silver Bullet.

 

I'm glad you're able to sync your AMEX to QuickBooks now. 

 

Thank you for being patient with us and for sharing your thoughts about the AMEX investigation. We want to do our best to make sure that you're taken care of, and I'm here to take note of this and pass it along here in my end.

 

Please visit us again in the Community if you need anything else or if you have other questions about your bank transactions. I'll be here to help. Best regards.

 

 

 

Experienced Member

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

I have been waiting while paying full price since NOVEMBER!!!!!  Now it is in two accounts. This is insane and really questions the integrity of Intuit to be honest. FIX IT.

cj3
Experienced Member

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

They NEVER admit there is a problem.  

DENY, DENY, DENY.  

That is what they are taught.  

Everyone needs to make a living.  They need their jobs.  They do as they are told.  

Online support is useless.  

Established Member

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

My amex hasn't been updated for 34 days in QuickBooks.  It may had been fixed temporarily but it's broken again,. 

Highlighted
QuickBooks Team

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

I'll make sure to get your bank up to date, busybeeslocksmith.

 

Is there an error when you download the transactions? If so, you can search for that specific error in our support site to get the corresponding troubleshooting steps.

 

But if there's no error, I'd suggest manually updating your bank. This will refresh the connection between your bank and QBO.

 

Here's how:

  1. Click Banking on the left menu.
  2. Select your Amex account.
  3. Click the Update button in the upper right-hand corner.
  4. Wait until you receive a notification that the update is complete.

If this doesn't work, you can refer to this article for more troubleshooting steps: Fix Online Banking Errors in QuickBooks Online (QBO).

 

If you've tried all of these steps and got the same result, it would be best to contact us. We have more tools to check why you're still getting the same issue and help you fix it. To get our contact number, click the Help icon in the upper right-hand corner. From there, click the Contact Us button and enter your concern in the description box.

 

I appreciate your patience on this. Do let me know if there's anything else I can help you with.

Established Member

Can't add Amex

So is the Amex issue still ongoing?

 

I'm trying to add a new Personal American Express Card to quickbooks online.  I get to "connect an account" and I sign in.    It says "connecting to American Express" and then brings me right back to the "Sign in to Account" screen.

QuickBooks Team

Re: Can't add Amex

Greetings, leenga.

I'd be happy to help you connect your Personal American Express Card with QuickBooks Online. Let's get you connected.

 

So far, we haven't received similar issues reported with connecting American Express Card in QuickBooks Online.  You may want to use  other browsers which are compatible with QuickBooks Online:

 

  • Google Chrome.
  • Mozilla Firefox.
  • Safari.

Also, you can access your QuickBooks Online company using private browsers. You may use these shortcut keys:

 

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

You may find this article helpful: Connect your American Express Business Card to QuickBooks.

 

If you still can't connect your personal card, I'd suggest reaching out to our QuickBooks Online Support to investigate this further.

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Should you need more help in connecting your Personal American Express Card, please let me know. Have a good one.

Community Contributor **

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

I am  having the same issue across all clients.  I have a client with Amex platinum, Amex Black, Amex regular business gold.  This is incredibly frustrating and continuing to download transactions from Amex and manually upload into QBO is ridiculous especially with all the increased costs of having QBO.  When will this be solved?  It has been intermittent since the beginning of the year.  No activity at all for the last 2 weeks - I've been manually updating.

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Thanks for joining this thread, dKeast.


This isn’t what I want for you using online banking feature. I checked with my resources, and we already have corrected connection issue with Amex.


Since you’re still unable to receive transactions automatically, I'll help by performing some basic troubleshooting steps. Let’s start by logging in to your account in a private browsing or incognito window.


It allows you to surf the net without saving any of the data. Here are the shortcut keys for each browser:

 

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


If you continue to experience the same issue, update the bank sign-in info. I’ll walk you through the steps.

 

  1. On the left panel, go to the Banking tab and choose the Banking option.
  2. Select your Amex account, then click on the Pencil icon.
  3. Choose Edit sign-in info and input your bank website ID and password.
  4. Click on Save and connect.

QuickBooks will try to connect with your bank to verify the information. However, if none of these steps work, I recommend contacting our QBO Care Team.


They can help check the connection between QuickBooks and Amex. If necessary, they’ll perform a screen-sharing with you to determine where the issue is stemming from.


This should get you on the right track. Please let me know how the call goes by leaving a comment below. I want to make sure this is taken care of.