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propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

 
14 Comments 14
Intuit Zac
Content Creator

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Hi PropertyServices,

 

Our team is aware of a current issue with bank feeds and is working on a solution.  While some of our bank connections are down, some of your transactions may not appear on your banking page. You can subscribe to our AU Status Page for updates - https://status.quickbooks.intuit.com.au/

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Does QB intend on providing ANY updates on this problem at all?

The "status" page provides no real information on either the problem or the solution?

JessT
QuickBooks Team

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Hi propertyservices,

 

The announcement board will be updated once our engineers will totally fix the issue. As of now, the investigation is still going on. You can click on the link that zyang shared and subscribe for updates.

 

You may want to consider uploading the transactions for the affected period while this issue is being fixed.

 

If you have other questions in mind, feel free to go back to this thread.

 

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

I have spoken with my bank and it is as simple as Quickbooks is is trying to link to an old Internet Banking page URL.

 

Can this be expected to be corrected VERY soon or is it time to look alternative products?

MarsStephanieL
QuickBooks Team

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Hello, @propertyservices.

 

I can see that you've already contacted your bank about the connection setup on their end. I'd recommend speaking to one of our QuickBooks Online representatives to add you to the list of the affected users. They will email you once the issue is fixed.

 

Here's how to contact them:

 

  1. Go to ? Help icon and enter the bank error message in the box.
  2. Enter "Speak to a human".
  3. Choose how you want to be assisted if it's either messaging or a callback.
  4. Enter your details and wait for one of the QuickBooks representatives to assist you.


I've added an article just in case you'd like to bring your transactions to QuickBooks now: Manually upload transactions into QuickBooks Online.

 

You might see some duplicate bank transactions after the issue has been fixed if you manually them. To fix it, you can exclude and delete those transactions by batch. Here's a reference for this process: How to remove duplicate bank transactions in QuickBooks Online.

 

I'll be here if you have other questions or concerns. You're always welcome to comment below to let me know. Take care.

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Now three weeks with banking, I reported the issue personally as suggested and all that has changes is not there a repetitive auto message saying it is being worked on......

 

Tried to gain an email address to contact Intuit but your Online Support was abysmal,  uninformed, inattentive and 45 mins to go around in a circle three times before admitting they couldn't find ANY email address for a customer to make a complaint to Intuit.

 

This is swiftly becoming one of the worst Support experiences in a computer career spanning over 30 years now. And it is something I am making known to others.

 

When will this be fixed, at least give some sort of indication please!

LollyNino_C
QuickBooks Team

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Thank you for posting on this thread, @propertyservices.

 

I appreciate you following the steps provided by @MarsStephanieL and I'm here to help you further.

 

Did you try it by first launching your browser in the Incognito or InPrivate mode?  If you're using a Windows machine, typically right-clicking on the browser icon will give you the option of a Private window.

 

Here are some possible causes of error 163 in QuickBooks: 

  1. The error is also triggered by the cache and junk files present in the browser you are using to access QuickBooks Online banking.
  2. Poor internet connectivity or no internet connection.
  3. If your banking info like the website, routing number, or account number is changed.
  4. Banking website temporarily down for maintenance.

To fix this issue, let's first use an incognito or a private window to confirm a browser-related problem. Follow these keyboard shortcut keys below: 

  • Google Chrome: press Ctrl Shift N  
  • Mozilla Firefox: press Ctrl Shift P
  • Safari: press Command Shift + N

If it's working fine, you can clear your browser's cache. This will delete your temporary browsing history, thus, fixes QBO issues. Accessing your account using a different browser can be an option, too. Once done, go back to your home page and check your dashboard and your create button.

 

If you’re unable to see the Report this Issue link on your end, reach out to our QBO Care Tea for further assistance. 

 

Here’s how to contact them: 

  1. Go to the Help menu to access the Search window.
  2. From there, scroll down to choose the Contact us link.
  3. In another window, type the issue/topic in the field box and hit the Let’s talk button.
  4. Click the Start an email button to enter your information.

To help fetch new transactions, download and import them using the WebConnect feature. For detailed instructions, check out the Manually upload transactions into QuickBooks Online guide. Please give us a call if you're getting the same result so we can create a ticket for you and investigate further. 

 

I'll be on the lookout if you still have follow-up questions or concerns about your account. Just drop in the comment section below and I'll be happy to answer them for you. Take care and have a lovely day ahead. 

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

To answer your points:

 

1. Accessing via a different browser did not fix the issue, it would still not update banking records.

2. Accessing via Incognito mode did not fix the issue, it would still not update banking records.

3. Clearing the browser cache did not fix the issue, it would still not update banking records.

 

4. I could not start an email as when I access the menus as suggested I only am given the option to:

         - Post a question (already tried that but dont seem to be getting anywhere)

        - Start a chat which I already wasted 45 mins on last night to get no assistant whatsoever.

 

I dont wish to manually upload them as I am PAYING for a service which should do that electronically for me!

 

Please create the "ticket" so this is dealt with.

Catherine_B
QuickBooks Team

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

We understand your frustration regarding your recent experience with our support team, propertyservices.

 

Our engineers are aware of this change and working on a solution to accommodate the new layout. A ticket was already created and we are monitoring progress and will provide an update as soon as it is available.

 

Also, when you enter your concern in the Post a questions option will be posted in the Community space. You can alternatively use this link on how to contact us: https://help.quickbooks.intuit.com/en_AU/contact. We'll add your account to the notification list. 

 

We wanted you to keep running your business, as a workaround, you'll want to manually upload your banking transactions for now.

 

We hope to have bank feeds up and running soon. Please don't hesitate to post your questions here if you need anything else. Take care! 

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

What is the status of this problem?  I don't see that a period of over three weeks is acceptable to correct something as fundamental as bank transfers?

What action has been taken on the actual problem besides "raising a ticket" because no updates have been received since that occurred anyway.

MichelleBh
Moderator

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Thanks for sending a follow-up on this thread, @propertyservices.

 

 I know you've spent a lot of time on this already. I have another step to do to isolate the issue. 
 

I've checked our reports about the investigation and it's already closed/resolved. Let's retrigger your bank connection by doing some tricks mentioned below. 

 

First, I'd suggest doing some fundamental troubleshooting steps. You can follow the steps outlined by my colleague LollyNino_C above. 

 

Second, I'd recommend going to the Banking tab, then click Update. This way, the connection between both your bank and QuickBooks will refresh and isolate the error message.

 

 

For more details, check out this article: Download the most recent bank and credit card transactions.

 

Third, I'd advise checking your bank's notifications. There may be a warning that needs your attention. This way, we can get rid of the problem. 

 

If the issue keeps going, you'll want to consider downloading your transaction manually. 

 

Here's how: 

 

  1. Sign in to your bank website and follow the instructions on how to download your transactions as a comma-separated value (CSV) file.
  2. Go to the Banking tab on the left side.
  3. Click the Link account drop-down and choose Upload from a file.
  4.  Tap Browse and pick the data.

       5.  Review all the fields, then tap Next

       6.  Click Let's go to complete the process.

 

After that, you can now categorise and reconcile the account whenever you're ready. For more details. check out this page: Manually upload transactions

 

Additionally, to learn more about how to resolve bank's issues, you can browse these articles:

 

 

Lastly, could you please let me know your bank's name? This way, I can double-check our reports if there's an ongoing investigation and provide you the exact resolution.

 

Do let me know if you have any further questions about connecting your bank @propertyservices. I'm here to answer them. Keep safe.

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Let me answer your points individually:

 

The fact the investigation is closed is totally incorrect, this issue is NOT resolved. And nor was I ever informed it should be despite constant messages saying I would be informed once resolved.

 

I had been using the Update function on the Banking Tab, this time a new error message appeared:

We can’t find this account at your bank

Let’s make sure the right accounts are connected to QuickBooks. This may take a few minutes. (324)
 
Now I can confirm at this point, I have no messages from my bank and NOTHING about my bank accounts has changed.
 
I clicked on the button to reconnect my accounts, and get this new message:

 

Something unexpected happened and we couldn't connect to your bank.

Try again in a few hours. (101)

 

 

I logged into my online banking and there are no current issues, and I confirmed this with the customer support staff that there are no current issues with their system.

 

So please tell whoever closed this off as resolved IT IS DEFINITELY NOT RESOLVED!!

 

And as for "consider downloading transactions manually" , if that is the serious ongoing answer to this issue then I will close all our company accounts with Intuit and move them to an alternative platform.

Kristine Mae
Moderator

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Let me make it up to you and provide you some information, Propertyservices.

 

The Greater Bank investigation is still open. Our engineers are still working for a resolution to accommodate the new layout with added encryption from the bank.

 

We're unable to provide the date to when this will be fixed. Rest assured, though, that an update will be provided as soon as we find a resolution.

 

Don't hesitate to let us know if you have other concerns. We're around to help you out. Keep safe!

propertyservices
Level 2

Sorry, we can't update your account. Please wait a few hours and try updating again (163). We reported this and will notify you when it's fixed. What is problem?

Wow.... what a complete and utter list of false statements.

 

I met today with a representative of the Greater, the Greater has made it known they WILL NOT be working with Quickbooks.

 

The instance on using account holders internet logins as the means of access the system is not and will not be accepted by the bank.

 

Well done Intuit, you got another 2 months fees out of me by deceit and not coming clean with what you had been told was the problem.

 

And do not tell me about manually importing again...... if I wanted that Id still be doing my books in dam.n Excel or something.