Hello lanna,
Appreciate you doing some troubleshooting steps like updating the sign-in information of your bank account. Did your client received an error message on the banking page of QuickBooks Online?
We'd recommend having your client check their bank's website to verify if there's ongoing maintenance or actions that need their attention like messages or terms and conditions.
Furthermore, can you have your client log in to their QuickBooks Online account using a different browser or new incognito window and attempt to do another edit sign-in information? The incognito window does not save your browsing history making it a good place to check for web data issues. Here's how:
- Google Chrome: press Ctrl + Shift + N
- Mozilla Firefox: press Ctrl + Shift + P
- Safari: press Command + Shift + N
Then, log in to QuickBooks Online and do an edit sign info on the bank account once more.
If the issue remains after doing so, we'd recommend contacting our Customer Care Team to further investigate the bank account connection. They'll be able to escalate the situation to our banking engineers in a secure form with your clients details.
In the meantime, your client can download their bank feeds and upload it manually in QuickBooks Online using a CSV file format. Here's a handy link for your reference Manually upload transactions into QuickBooks Online.
Let me know if you have other questions. I'm always here if you need help. Have a nice day!
