Question

Where did the fidelity.com connection go?

79 replies
259 views

I connected my Fidelity account this month then the connection stopped working and is no longer available, even as a new connection? Has anyone experienced this?

QuickBooks Online

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GenmarieM

QuickBooks Team

Welcome to the Community space, jon.

I am here to share some insights about the sudden disconnection of your fidelity account to QuickBooks Online (QBO).

May I ask if you've encountered any error or if you've received an error message when connecting it again?

In the meantime, you can manually update your existing connection.

Here's how:

Go to Transactions.
Select Bank Transactions.
Beside the Link account, click on Update.

Alternatively, I suggest contacting Fidelity to confirm if they still support bank feed connection with QBO or if they've made changes to their online banking website.

Moreover, I'm adding this helpful article as your reference in setting up bank rules in QBO: Set up bank rules to categorize online banking transactions in QuickBooks Online.

Come back to this post if you have further concerns or follow-up questions regarding bank connection in QBO. I'll be here to lend a helping hand.

G

Gunfighter

The instructions do not work, because Fidelity is not on the list of available connections.

Z

ZackE_

Moderator

Thanks for getting back with the Community, Gunfighter.

There's a few possibilities if you can't find your bank. It's possible they could have multiple names on our list. You'll want to confirm you've selected the correct listing, or have tried all possible links for them. Be sure to search by their banking sign-in URL to ensure you're using the correct listing.

When searching for your bank:

Verify the spelling. Make sure your spelling is exactly as it appears on their website.
Use specific names to search for them. If you still can't find anything, try broader names like "Citi".
Enter the bank's URL into your search.
Search for the name of your issuing bank, meaning the bank that issued your card. You can find the issuing bank's name on the back of cards.

If you're still not seeing them on our list, they may no longer be a participating financial institution. You can request support for your bank if this occurs:

In the left navigation bar, go to Transactions, then Bank transactions.
Click Link account.
Search for your bank's name. If QuickBooks is unable to find them, you'll receive a message saying "Hmm, we can’t find [name of the bank you entered] in our list of supported banks," and be presented with tips to help you locate your account.
If you're still unable to find them, hit Request.
Enter the bank's web address (URL) in your available field, then select Request.

I've also included a detailed resource about connecting banks which may come in handy moving forward: Find your bank or credit card account when you connect to online banking

I'll be here to help if there's any additional questions. Have a lovely Monday!

C

cmargerpositionwealth

YES!! I've been having issues with our company's accounts at FID since the day we migrated to QB online. I've had the feeds go out a few times. I'm currently getting an error message that they can't link (error 390). Last week they told me to break and re-add the link, but this resulted in an entirely new QB account being added. The original QB account was under chart of accounts only showing the previous transactions. It wouldn't let me merge the 2. They told me to delete the "new" QB account, and they would investigate the issue. I'm now being told by a few QB reps that this is a technical issue and they're looking to resolve it. This is incredibly frustrating. I know that we also had a chase CC issue as well, and i had duplicate transactions show up on multiple employee cards, that I had to exclude. This product is deeply flawed.

K

Kevin_C

Moderator

Thanks for joining us on this thread, cmargerposition. I'm here to provide some updates regarding the bank connection issue between Fidelity Bank and QuickBooks Online (QBO) and help you point in the right direction for support.

Currently, we've already received reports that some users have also encountered the same issue you're having. Rest assured, our Engineering Team is looking into it and working to implement a permanent solution to fix the bank connectivity problem. Unfortunately, we don't have an expected timeline for when the issue will be resolved.

To get you in the loop on the latest updates on the issue, I encourage you to contact our Customer Care Team if you haven't already. This way, they can add you to the list of affected users and notify you via email of the resolution updates. You can present this investigation number (INV-96962) to our representative to speed up the process. Here’s how to get in touch with them:

Log in to your QuickBooks Online account.
Click the ? Help button at the top right corner.
Go to the Search tab, then select Contact Us.
Enter a brief discussion with your concern, then click Continue.
Choose a way to connect with us.

Please check out our support hours to ensure that we can address your concerns on time.

Once everything's good with your transactions, you can visit these resources that will help you speed up the review process of your online bank transactions:

I appreciate your patience as we're working to get your Fidelity transactions back to normal again. Please let me know how it goes after reaching out to them. Keep safe!

C

cmargerpositionwealth

Kevin: Thanks for responding. I've already been added to the list for INV-96962. This is one issue in a long line of connection issues we've had over the 6 months we've been using QBO.I don't understand how this product could be so unstable. When we first joined on, the link to our previous bank failed one day, and it took months to resolve (Woodforest National Bank). Just the other day I had the same Chase credit card transaction show up on multiple employee cards, throwing everything out of balance. Now the Fidelity Investments linking isn't working. I'm seeing multiple reports of these types of issues on your forums. Our company is in the financial advisory business, and we use these account aggregation services for our clients, with very few issues. I don't understand how a company as big and established as QB can continue to have linking/aggregation issues. We are paying good money for an inferior product.

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whydoihavetomakeanotherusernam

this is an absolute nightmare. When i tried to sync, it said it couldnt. it said there was a new process and to disconnect and reconnect. but of course, there is no connection option.

E

Erika_K

QuickBooks Team

I understand how challenging this situation is, @whydoihavetomakeanotherusernam. We appreciate your patience in this difficult situation.

Upon checking my resources, we have an ongoing investigation about the issues with fidelity Bank requiring users to connect and disconnect in QuickBooks Online. I recommend that you get in touch with our support team for further assistance. They will add you to the list of affected users and keep you informed about the investigation.

To contact us:

Go to the Help icon, then choose the Search tab.
Select Contact Us.
Enter a brief description of your situation in the What can we help you with? area.
Click Continue, then choose Chat or Callback.

To ensure you can reach our support team, check out their support hours to determine availability.

Additionally, I've added this article about reviewing downloaded bank and credit card transactions: Categorize online bank transactions in QuickBooks Online.

We understand that this can be difficult, @whydoihavetomakeanotherusernam. Please be assured that our product engineers are actively working to resolve this issue. Stay safe!

C

cmargerpositionwealth

Unfortunately the last time I had a linking problem (with Woodforest National Bank), it took MONTHS to resolve. I suspect the same will happen here. I won't be able to reconcile my account before tax time, and i'll have to either delay filing my taxes or manual enter every transaction between now and end of year.

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whydoihavetomakeanotherusernam

Lost all confidence in the Intuit support team. Been waiting weeks for this issue to be fixed. Was complaining to my brother about this issue as he uses qbo and banks with fidelity as well. Turns out it's already fixed... he found a the new fidelity.com connection. It's just labeled poorly.

Just select nb.fidelity.com. it says something like fidelity investments and retirement. Works like a charm.

Very disappointing that they post that that you should file a support request when it's already fixed.

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GenmarieM

QuickBooks Team

I know that this has been a challenge on your end, @amilich.

Rest assured that our support team will keep you informed via email once the issue is resolved. However, if you need real-time updates, you can reach out to our support team again.

Here's how:

1. Sign into your QuickBooks Online company. Select Help (?).

2. Choose either tab: Assistant or Talk to a Human.

3. Search or click Contact Us.

4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

Additionally, I am adding this helpful article as your reference in reconciling your accounts in QBO: Reconcile an account in QuickBooks Online.

Come back to this post if you have other concerns about the Fidelity account connection. I'm always here to lend a helping hand.

G

Garrettnp

My connection died. My work around was to reconnect as a new account.

Problem:

I couldn’t delete the old account…kept getting an error message

1 month later the new account connection died just like the other connection!

I am reading you use np.fidelity.com.

Question:

Will this account connect die after about 4 weeks as well?

G

GenmarieM

QuickBooks Team

I appreciate you taking the time to share this concern with the Community, @Garrettnp.

I understand how frustrating this situation is on your end. I’m here to route you to the appropriate line to assist you with your fidelity account connection in QuickBooks Online (QBO).

Since there's an ongoing investigation regarding fidelity account connection, it is best to contact our Customer Care Support to list you as one of the affected users and give you an update once the issue is resolved.

Here's how:

Log in to your QuickBooks Online Company.
Click on the Help button at the top of the page.
Choose the Search tab, then click Contact Us.
Type in your concern, and click Continue.
Under Callback, click Have us call you button. This will route you to enter your details.
After that, select Get a call.
You will now be added to the queue and wait for us to call you.

Moreover, I'm adding this article this article as your reference in categorizing your online bank transactions in QBO: Categorize online bank transactions in QuickBooks Online.

Feel free to return to this post if you have other concerns and follow-ups regarding fidelity account connection in QBO. I'll be here to lend a helping hand.

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