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nharfert
Level 1

Direct connect AMEX subscription expired?

Trying to get my AMEX connected to QBO. Go through the process and get an error on the AMEX site that my QBO subscription is expired (it's not). Anyone else?

22 Comments 22
smeffen
Level 1

Direct connect AMEX subscription expired?

I haven't been able to get it to sync for about 6 days - keeps giving error that their site is down

Pointbreakd
Level 1

Direct connect AMEX subscription expired?

We're seeing the same issue. 

KhimG
QuickBooks Team

Direct connect AMEX subscription expired?

Hello, everyone.


Thanks for reaching out to us. Let me share some information about the issue in connecting your AMEX account to QuickBooks Online.


@nharfert, I can see that your issue with connecting AMEX to QBO has something to do with your subscription. With that being said, I suggest you get in touch with our Customer Care Team for them to verify what’s causing the error prompt.


They can pull up your account in a secure environment and has the tools to help resolve this issue. You may reach our phone support through this article: https://community.intuit.com/articles/1145770.


@smeffen and @Pointbreakd, the error about not being able to connect with AMEX because the site is down has been reported as an ongoing issue. Our Online banking team is working diligently with your financial institution to look for a fix as early as possible.


As of this time, using our WebConnect feature isn’t recommended as a workaround since it’ll most likely cause duplicates after transactions are downloaded. I’d recommend getting in touch with our phone support to add your account to the list of affected users.


In the meantime, we’re asking for your patience and understanding while waiting for a permanent fix for this issue. Rest assured, we’ll notify you once an update is available.


Please attach your case number to INV-22425 when you call them on the phone number on this article: https://community.intuit.com/articles/1145770.


We’ll keep you posted once a new update is already available. We thank you for your patience.


Let me know if there’s anything else you need. I’ll be around to help. Wishing you the best!

jtpipkin
Level 1

Direct connect AMEX subscription expired?

same issue here. been down for about a week or so. i finally decided to check the log in information and it had changed itself somehow. put in correct log in info and tried all day yesterday. finally got connected last night. it has since changed itself again and again, not connecting. not sure why qbo alters accounts, but i also have the issue with some of my deposit accounts defaulting to incorrect accounts for credit card processing and such...

MaryGraceS
Moderator

Direct connect AMEX subscription expired?

Hi there, @jtpipkin.

 

Thank you for taking the time posting in the QuickBooks Community. I'd be happy to help get this taken care of today.

 

You see a Subscription Expired message on the Amex website when connecting to QuickBooks Online (QBO) if the account is suspended or has expired for any reason, or if your QBO role has been changed or removed from the company. Either of the two, the American Express connection is broken and will no longer sync.

 

To fix the connection for the changed/removed user role, the current admin needs to sign in to the American Express website and disconnect the application. 

 

Here's how:

  1. On the left pane, select Banking then select the Banking tab.
  2. Select the American Express account.
  3. Select the Edit pencil icon and then Disconnect.
  4. Log-in to American Express website using your bank's credentials. 
  5. At the top of the transactions screen, click the Connect to QuickBooks button.
  6. On Transaction Detail Status, select the Disconnect Account link (near the bottom of page).
  7. Click Disconnect in the pop-up window.

Once the app is disconnected, the admin will then be able to establish a new connection to the app

 

Additionally, for the QBO account that is suspended/expired, the connection between American Express and QBO will re-establish within 48 hours. Since you've been experiencing this for about a week, I recommend reaching out to your bank directly by dialing the customer support number located on the back of your Open-Branded Amex Card. 

 

They have the tools to help you resolve this quickly and can also assist you if you get an error when trying to disconnect the app.

 

For additional help, feel free to reach out to our phone support to guide you through the process. 

 

That should do it! Let me know if you get to try these steps or how the call goes. I'll be happy to help you further. 

nharfert1
Level 1

Direct connect AMEX subscription expired?

So... this isn't working and I already called the customer service dept - they said it was a system error that was impacting others as well and to be patient.

 

When I follow your steps, here's what I'm seeing:

  • Amex account in QBO is now disconnected; i.e. when I click on "banking" the AMEX account no longer shows up on the screen with the "Update" button.
  • When I log into AMEX, the "Connect to Quick Books" button states "Subscription Expired" and when I click on that, I don't have an option anywhere on the screen to a link to "Disconnect account" - instead I get a pop-up window that states, "A connection with Intuit QuickBooks is required to use this product" with a link to confirm an active subscription or exit out.
  • When I click not he link to confirm an active subscription, it loads the QBO web page that I'm already logged in to.
  • Nowhere can I find the ability to disconnect the AMEX account from Quicken on the AMEX website. I don't see anything called "Transaction Detail Status"
Rasa-LilaM
QuickBooks Team

Direct connect AMEX subscription expired?

It’s nice to see you here in the Community, nharfert1.


Thanks for providing us the screenshot and detailed error messages you encountered. This guides us on how to resolve the issue.

In addition to @MaryGraceS answer, we still need to check your current subscription and banking connection. Since the security of your account is our priority, I recommend contacting our QBO support again.



They have the tools to trace the root cause of the error and make sure you can start with accepting the downloaded transactions.

After giving them a call, I'm confident you'll get back on track with using the Online Banking feature.

 

For future reference, I've attached a link on how to fix online banking errors in QuickBooks Online.

 

If there's anything else that I can help you with, feel free to leave a comment below. I'll be glad to assist you further. Have a good one.

etg
Level 1

Direct connect AMEX subscription expired?

I am seeing the same issue where when I clicked the Connect to Quickbooks button, I see no mentioning of "Transaction Detail Status" nor an option to "Disconnect".

etg
Level 1

Direct connect AMEX subscription expired?

I am having the same issue that when I clicked the Connect to Quickbooks button, I don't see an "Transaction Detail Status" option nor an option to Disconnect.

AlcaeusF
Moderator

Direct connect AMEX subscription expired?

Hi there etg,

 

Thanks for posting in the Community. It would be my pleasure to help you connect your AMEX account to QuickBooks Online.

 

I'm checking here for reports from other users about not being able to locate the option you need, but I'm unable to find one. Let's try accessing your bank's website using a different browser to help check if you can see the Transaction Detail Status option.

 

If the option is still missing, I suggest giving us a call this time. One of our Phone Support Specialists will assist you further by performing some additional troubleshooting to fix the issue.

 

I'm adding a link for the steps on how you can reach them: Get help with QuickBooks Online.

 

I want to ensure that you're able to connect the AMEX account, so please don't hesitate to let me know how it goes.

nharfert
Level 1

Direct connect AMEX subscription expired?

OK - I have logged in to American Express both from Safari and Chrome. Both I have no issues logging in and have full visibility to transactions / details. When I click on the "Connect to Quickbooks" icon on the top menu bar (directly next to "Spend Manager"), it says "Subscription Expired." There is a hyperlink  to confirm an active subscription; when I click on that, it brings me to the main QBO log in page; when I log in nothing happens and the AMEX site continues to state "subscription expired."

Rasa-LilaM
QuickBooks Team

Direct connect AMEX subscription expired?

It’s nice to see you in the Community, nharfert.


Thanks for providing additional information since it gives us a better picture on what happened. I'm here to help you establish the connection of your bank.


This error can happen when the account is suspended or has expired for any reasons, and the user access in QBO has been changed. To resolve this, the current administrator needs to sign in to the American Express website and disconnect the application.


For the detailed instructions, I suggest following the steps provided by @MaryGraceS.


By following these steps, you’ll now be able to access your account seamlessly.


Keep me posted on how things go after following the steps. I want to make sure this is taken care of. Have a great weekend ahead.

 

Ratherupset
Level 1

Direct connect AMEX subscription expired?

I'm having the same problem with a new account.

I spend 45 minutes on my own unsuccessfully with this, then over an hour with a support person (Faith) who was polite, knowledgeable, patient but couldn't help me.  We tried 2 computers both less than 2 months old (I running Windows 10, the other an Apple MacPro running Mojave 10.14.5).

 

We get to my Amex account, but cannot get it to download automatically into QB.  My Freshbooks does this reliably.   This is a new account - and Intuit charged by a subscription fee immediately (to my Amex account, ironically) - but cannot get me connected. 

 

Very frustrating to say the least.  I had problems with Intuit accounts in the past  - so stopped using their programs for the past 10 years.  Have things changed?  It seems not (and I was only of the earliest users of Turbotax from ~1988..... when their software was innovative and stable, down a 1200 baud modem!).  AAARGH!

 

 

Anonymous
Not applicable

Direct connect AMEX subscription expired?

Hi Ratherupset,


Aside from the troubleshooting steps provided above, we can manually upload bank transactions. This time, you don't need to connect your AMEX account. Please have the .QBO file ready (you can get this with your bank). Then, follow the steps below:

  1. Go to the Banking page.
  2. Click on the upload transactions button. 
  3. Browse the saved QBO file on your computer.
  4. Upload the transactions.

I personally take note of this issue and send feedback to our engineers. 

 

If you have any questions, please let us know. 

Mo36
Level 1

Direct connect AMEX subscription expired?

Has this issue been resolved? I am dealing with the same problem. I'm unable to disconnect an expired quickbooks account from my a my amex . please help 

JaneD
Moderator

Direct connect AMEX subscription expired?

Thanks for joining us in this thread, Mo36.

 

This issue has already been resolved. The error usually occurs if the user ID that originally set up for Amex with QuickBooks Online (QBO) is no longer connected.

 

To resolve this, please follow these steps:

  1. Log in to your Amex account.
  2. Go to Statements & Activity.
  3. Look for the Connect to QuickBooks button and click on it.
  4. Another page will appear, choose the Disconnect Account button.

Then, log in to your QBO account and reconnect Amex.

 

For your reference, you can check out this article: Manually update bank accounts.

 

Please keep me posted about the results. I'll keep an eye for your response and help you further. Take care.

Mo36
Level 1

Direct connect AMEX subscription expired?

There is no disconnect account option. There's only a link to log into quickbooks. My old account is no longer active and when I log into my new account I'm going around a loop. If I try to connect my amex I get taken back to my cc account .

JanyRoseB
QuickBooks Team

Direct connect AMEX subscription expired?

Thanks for sharing your experience here in the QuickBooks Community, @Mo36.

 

Let me help get this sorted out so you'll be able to disconnect your old account. 

 

You should able to disconnect your old account by following the steps provided by my colleague JaneD on her post above. Since the Disconnect Account button doesn't appear in your end, let's process troubleshooting steps by opening your browser in incognito/private mode. This mode doesn't use the existing cache data files to load a webpage. 

 

Here are the keyboard shortcuts to open a private 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 the issue persists, I encourage you to contact our QuickBooks Online Support Team. They have additional tools to pull up your account in a secure environment and investigate this further. 

 

Here's how to contact our customer support:

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

To learn more about adding bank and credit card accounts, you may want to check this article: Connect bank and credit card accounts to QuickBooks Online

 

Please let me know how it goes by clicking the Reply button below. I'll be around to help if you have any other concerns. Have a good one. 

Mo36
Level 1

Direct connect AMEX subscription expired?

There is no disconnect account option. There's only a link to log into quickbooks. My old account is no longer active and when I log into my new account I'm going around a loop. If I try to connect my amex I get taken back to my cc account .

GlinetteC
Moderator

Direct connect AMEX subscription expired?

Good to have you back, Mo36

 

It seems that you've posted your question twice. This has been answered by my colleague @ JanyRoseB yesterday.

 

You can follow the troubleshooting steps provided above.

 

If you have other questions, just leave a comment below. I'll be around to help.

jhourican
Level 1

Direct connect AMEX subscription expired?

I am having the same issue. Has anyone actually solved this? The Amex bank feed will not sync in QBO. On the Amex website, it shows “'Connect to Quickbooks' subscription expired”… (click on it): "we are unable to verify your subscription with Intuit Quickbooks Online… confirm you have an active subscription". Attached is a screenshot. There is no Disconnect Account button as described by JaneD above. The login info for Amex has not changed. The subscription with Intuit Quickbooks has been confirmed and has not changed. It appears that Intuit is providing incorrect information to Amex indicating the Intuit subscription is expired when in fact it has not. Please provide a true fix or open a trouble ticket to have this issue resolved.

SarahannC
Moderator

Direct connect AMEX subscription expired?

Thanks for providing a screenshot and for the detailed information, jhourican.

 

I recommend reaching out to our QuickBooks Support Team so that they'll open a trouble ticket. Rest assured they'll investigate this further and fix it for you.

 

Please follow these steps:

 

  1. Click Help (?).
  2. Click Contact us.
  3. Enter a short description of your concern something like ( Amex Subscription expired )
  4. Then, click Let's Talk.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

 

Let me know if there's anything else that I can help you with.

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