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mattuffin
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

I have had bank feed work for years, and there have been no changes to my banking account details. I was in the middle of reconciling my account when the banking page turned to "Automate income and expense tracking" and asked me to connect to my account.
When I go through these steps to import feeds automatically (as previously set up) it says that this account is already set up and I should disconnect it.
I don't want to disconnect this bank account, I want to continue to see the feeds in my banking menu as per usual.
What has happened and how can I fix this?
11 Comments
katherinejoyceO
QuickBooks Team

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Hi there, @mattuffin
 

Welcome to the Community. I appreciate you for following the steps that prompt you to connect your bank account. Since it stopped working, I'd suggest you manually update it in QuickBooks. Let me show you how:

 

  1. Go to the Banking menu. 
  2. Choose Banking, then click the Update button. QuickBooks Online updates all of your connected bank and credit card accounts.
  3. Enter your Multi-Factor Authentication (MFA) credentials within 2 minutes if prompted.
  4. Click the Continue update.

 

This will download new transactions listed within the last 90 days. For more information, refer to this help article: Manually update an account to fix banking errors. It also includes lists of most common banking errors while updating and their fixes. 

 

For future reference, read and learn about the reconcile workflow in QuickBooks. It contains link that will help you start and fix a reconciliation in case you encounter any.

 

Let me know how it goes by clicking the Reply button below. We're always delighted to help. 


 

mattuffin
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

There is no opportunity to 'update banking' because this window only shows that I need to connect banking. There are NO signs of existing accounts, as per the attachment.

When I go through this process to add the account, it tells me it's already connected, and returns me to this page.

MadelynC
QuickBooks Team

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Thanks for coming back, @mattuffin.
 

To make sure that your financial institution or bank website for an account you connected to QuickBooks Online, you’ll need to update your credentials to reflect the change. Here’s how:
 

  1. Go to Banking.
  2. On the Banking page, hit Update. QuickBooks Online tries to connect to your bank to manually update your account.
  3. Enter your updated username and password.
  4. Click Save and connect, then select I'm done, Let's go!

For detailed steps, you can refer to this article: How to update your bank account sign-in information.
 

Also, if your bank account was set to inactive in the chart of accounts previously, I recommend contacting our Phone Care support to check and determine the cause of this concern
 

To contact support, you can follow these steps below.
 

  1.     Select Help (?) at the right top.
  2.     Click Contact Us.
  3.     Enter your concern in the box, then hit Let’s talk.
  4.     Choose a way to connect a live support agent.

    

Let me share this article for your reference so you can contact us at a time convenient to you: Support hours and types.
 

Feel free to come back if you need anything else moving forward.

mattuffin
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Once again, I would like to reiterate that 'update banking' is not an option. Please refer to the 'Banking Screenshot 1' screenshot image provided in my previous reply. 

Again, when I click on 'banking' in the menu, all I get is the 'Automate income and expense tracking' screen, with NO banking information available. The two options are: Connect Account or Upload Transactions.

The bank account is active in my chart of accounts, and nothing else has changed. I was in the middle of reconciling my bank feeds, when Banking simply 'disappeared'.

I have, on multiple occasions, attempted to connect the account again following the prompts for 'direct feeds', but it always gives me an error message.

Please refer to attached 'Bank Feeds Error Screenshot' provided here to see that error, which says "is this account already connected to quickbooks?" ... "to fix this, cancel your connection with your other business. Then come back here to connect to the right business."

There is no other business, nothing has changed in my setup, settings, business name, or any other information.

Please provide something other than 'update banking' as advice, because that is not an option.

Thank you.

MaryJoyD
QuickBooks Team

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Thank you for clarifying this concern, @mattuffin.

 

To further check why the previously connected bank account has gone missing from your QuickBooks Online account, I suggest reaching out to our Product Support team.

 

They have the tools to check why the account is now missing and help you resolve it. Here’s how to contact the QuickBooks Online Customer Support team:

 

  1. Go to the Help icon to connect to a live support agent. 
  2. Click on Contact Us button and provide some details about this concern.

Keep in touch if there’s anything else that I can help with your QBO account. I’m always glad to help in any way I can.

whooray
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

I agree and have the same issues with the bank feed for one of multiple accounts constantly disappearing. 

I have contacted customer care multiple times.. the issue still remains. 

for at least 6 months now my only solution is to ‘delete’ the account and then re add it again.. but this is ridiculously time consuming as months of transactions need checking.. thence week later the same happens again. 

this needs to be rectified before I am forced to find a new provider. 

Intuit Zac
Content Creator

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Hi whooray, thank you for your feedback and I am sorry to hear about the experience you have gone through. 

 

Based on what you mentioned above, it seems your bank might have updated their online banking page, hence by deleting and reconnecting, it would work. This is a technology limitation with Standard Bank Feed. I would suggest checking and see if your bank supports Direct Bank Feed with us to avoid this limitation. Please see details in the link below: 

 

Connecting your bank account to QuickBooks via Direct feed

 

Thank you again, and please let us know if you require any additional assistance. 

whooray
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

I thank you for your response, I have read through the link to ensure it’s a direct feed and I can confirm I have previously done this in October with my ANZ online banking already showing as linked. 

I have a again just had to delete and re-connect to show missing transactions 

Intuit Zac
Content Creator

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Thank you for the additional information, whooray.

 

If it's okay with you, would you mind sharing any case ID from your interaction with our support team so I can follow up with them for you? Thank you. 

whooray
Level 2

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Hi Zac, I replied to your email with the case ID from previously which was [removed]. 

in any case I again yesterday deleted and re-added the bank account and today the transactions have disappeared yet again. 

Intuit Zac
Content Creator

Previously working bank feeds disappeared. Was asked to connect to bank act. Then it says that bank account is connected, but no feeds. Banking details have not changed.

Hi whooray, 

 

Thank you for giving it a try. I have just sent you a message via our Community Messaging function. Please reply to that message and share your Case ID so I can look into this for you. Thank you.