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