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Sunshine
Level 1

Connect bank account

This problem has been going on for a while and have spoken/emailed QB Customer Service but they are not being helpful. We have multiple Entities with QB, and have multiple bank accounts. For CBA, we have done the Direct Feed Form for over a year now, and it had been working well. However, since February this year, it decided not to download the transactions. I have tried re-login to the bank account, log-out, log-back into QB. Have tried that more than 6 times. Chat with QB Support, gave them all the sceenshots and Forms, and they kept asking me to send further screenshots, without telling me what action they have done. For March, I have no choice but to enter the transactions manually as we need to finalise the BAS. But we cant afford to keep doing this..... Can someone please help?
9 Comments
Rebecca_A Product Champion
QuickBooks Team

Connect bank account

Hi Sunshine, 

 

Thanks for reaching out. I'm sorry you've been having so much trouble getting this resolved. Are you seeing an error message in your Bank Feed at all? If yes, please include any codes or numbers that may appear with it. 

As we're not able to take identification through the Community channel, I will do my best to help you but I may need to refer you back to our support team. 
 

Thanks, 

Rebecca 

 

 

Sunshine
Level 1

Connect bank account

Thanks for your reply. Sorry you must have sensed my frustration....

 

No, there is no error message whatsoever. I have emailed screenshots to the Support Team (only to have the case closed after sending 2 screenshots)

 

The message was "updated x minutes ago" or "all done!"

We have several CBA accounts and it's only one that have problem.  Very bizarre...

 

And no offence, if you are to refer me back to your Support Team, can you please get someone more senior? The previous persons are so green and kept making me to repeat the question, and sometimes I wonder they understand what I am trying to say... That is after sending all Screenshots and doing live-chat. 

I am tearing my hair as it has been going on for a while, plus other issue that I have.....

 

 

 

Rebecca_A Product Champion
QuickBooks Team

Connect bank account

Of course. I understand that it can be frustrating, especially when you're not able to see what the issue is. 

For your privacy we cannot take personal identification in the Community channel. Do you have the option of sending us a private message on Facebook? 

Please include your email address and any reference numbers you may have from the Support team. 

 

-Rebecca 

Sunshine
Level 1

Connect bank account

Hi Rebecca

I dont use Facebook for work purpose..... 

Isnt there Private Message function for this Community Help?

What would be the possible cause, and what solution would be possible? 

Rebecca_A Product Champion
QuickBooks Team

Connect bank account

Sorry, no, we don't have a Private Message option at this stage. If you have a case ID, I can take that and look into the matter for you. 

There could be a number of reasons why the bank feed has stopped working, e.g. the login credentials are not correct (for a standard feed) or a change has been made to either party's online banking platform which has caused an error. 
 

With Direct Feeds that cease working, we would normally escalate this to our engineers to investigate and will ask for specific screenshots when doing so. With a Standard Feed, the disconnect/reconnect process is quite effective as it doesn't involve submitting a new form. 

In this case, it may be best to get in touch with our senior support team, please use this link and select Accountant. 

 

Thanks, 

Rebecca 

Sunshine
Level 1

Connect bank account

Sorry didnt get this message earlier.

Yes, Case Ref [removed] [ ref:_00Di0Xs0j._5003j1hSJVO

If you can escalate this ASAP please.  With Financial Year End coming soon, and many Covid-related issues, we would really love to see this resolved ASAP.  

Thank you!

Rebecca_A Product Champion
QuickBooks Team

Connect bank account

Thank you so much for that. I will have someone reach out to you as soon as possible. 

 

-Rebecca 

Sunshine
Level 1

Connect bank account

Thanks Rebecca.  I see what you've done....

Guess what, looks like another bank account has been infected.... No bank feeds coming-in.

I have done everything: sign in and out of QB, sign in and out of CBA, Update Bankinig.....
Please have someone look into this ASAP, it has been going on for too long and I am really at my wit's end.

Happy to organise for Remote Access if it is beneficial. 

 

Kass_B - Product Champion
Content Creator

Connect bank account

Hi Sunshine, 

 

I'm sorry to hear you are now encountering difficulties with a second feed. This matter was escalated on Monday after receiving your case number and a representative has attempted to contact you via phone and email over the past couple of days, however unfortunately has not been able to reach you. At your earliest convenience, please contact our team directly on 1800 046 038 and quote the case number so that appropriate actions can be taken for this to be resolved for you as soon as possible.

 

-Kass