Hello Stuart_T, 

I apologise if you received communication that this is resolved as the investigation remains open and escalated with our engineers. Further updates have added that the issue is also due to recent layout changes on the banks website which requires a scrip fix, which our engineers are currently developing. 

We thank you for your patience while we continue to work on this and will release an email when the fix is confirmed.

Thanks

Thanks.  Grateful for the clarification, and the very timely response.

Stuart

Any update? 

I'm at my wits end.  Seem to get a different response everytime I contact QBs, but they just don't seem that bothered, and certainly no date set as to when the issue will be fixed or any offer of compensation.

Probably time to move to Xero - seems to be a fairly easy thing to do and am getting advice on the best way to do this - will keep you posted.

Thanks for joining this thread, jparker86.

Our software engineers are still working with your bank to fix this issue (INV-39620). If you already contacted our technical supports, rest assured that you're already included to list of affected users. We'll be sending you an update via email once this issue is resolved. I'll also keep this thread on track once we received any updates from our engineers.

For now, you can upload your bank transactions to your QuickBooks Online account through CSV file.

If you have any other concerns or questions, please let me know in the comment section. I'll get back to you as quickly as possible.

but why email me to say the issue is resolved when it is not then?

Hi jparker86

It is standard procedure to open a case, add your details to the ongoing product investigation and then close the case, this doesn't mean that the actual investigation has been resolved.

Having read the recent feeds on this, it seems that it is taking an age to resolve. I appreciate problems will always arise but this issue seems to happen regularly and the time taken to sort it out is far too slow. I haven't been able to link with Handelsbanken for 10 days and I'm starting the question why I use Quickbooks.

Hi peterN1

We appreciate your frustrations however we can assure you that our engineers are working to resolve the issue, the issue has been caused by Handelsbanken changing the url.

In the meantime you are able to enter transactions manually or download a statement from your online account, in an Excel/CSV format, deleting from the spreadsheet any transactions that you have already added to QuickBooks and upload it to the banking page, this will give you the same functionality as if there was a connection.

Please can you advise what the URL changed from and to?

Thanks

Hello there, @MDR20.

We have no specific updates as of this time in which no URLs are changed, the banking URL will only change if the bank's FI updates their website. 

In the meantime, I recommend contacting our Customer Support Team. They included you to affected users. Once this has been resolved you'll be notified via an email notification. I'll also inform you here when we get the update as well.

Here's how:

1. Click the Help icon and select Contact us.
2. Enter your concern in the blank field and click Let's talk.
3. Choose a way on how you'll want to connect with us.

We appreciate your understanding and patience in this matter.

Hi Everybody,

Just tried to connect to Handelsbanken and IT WORKED !!!

(Download all transaction fine).

So we get emails saying it's fixed when it's not and no email when its actuality fixed! 

Unbelievable. 

Hello John2020,

Great to hear you have been able to update the feed, at the moment our investigation remains open and an email will only be released once the fix has been fully confirmed by the engineers.

Thanks

Positive news if it is fixed, but agree this has taken far too long to resolve. 

Our connection had been absolutely fine from starting in April until 4th December, not been able to connect since then.  Uploading CSV is a pain and defeats the object of using such a package.      I am worried that other users mentioned this has happened before, I will be keeping an eye open, should it re-occur then I will be looking elsewhere.

I also would question why QB cannot identify customers who bank with HB and contact them in a pro-active way regarding the issue rather than wait for everyone to begin calling / messaging?  Failing that send out a notification to all users / subscribers to warn of issues.  It would save you having to field lots of calls and messages repeating yourselves.

FYI I have logged this with your team and should be on your list of affected users.

Hello BlackFox77

Thanks for your feedback regarding the banking updates. We are looking at in the future adding a banner in the QuickBooks itself showing any known banking issues and updates.At the moment the process is adding to the engineer investigation and generally when it is resolved an email will be sent to all users.It is the case we would test a fix before releasing it to all users so potentially that could be why some users are seeing the fix before getting the email

Emma

Mine is still not working - have just tried - doubly frustrating that some Handelsbanken customers seem okay, and others aren't.  

Definitely NOT fixed

Work once for me yesterday, but NOT work this morning.

So definitely not fixed.

Odd as you would think that a URL address is ether correct or not! If the is the problem?

Hello John2020,

As stated yesterday the investigation is still ongoing meaning the engineers have not confirmed this is fixed, the issue is multi-factor and is also relating to layout changes on the bank website which required a complex script fix. 

Please be rest assured you will be notified via email when this is resolved. 

Thanks

I understand from Handelsbanken that an industry deadline to repair the fault is set for sometime in March. Please can you confirm? 

We're unable to provide the exact date for the fix, MDR20.

Rest assured, this has been worked on. Once a fix is rolled out, we'll be updating this thread as well.

If you haven't reached out to our customer care support, please do. This way, we'll know the users who are affected by the issue. You can follow GraceC's steps on how you can get in touch.

In the meantime, you can import the bank transactions manually using the Excel CSV file. 

We're just right here if you have other concerns. Don't hesitate to post in the Community. 

I have been in contact with QB for over 2 months and wasted a huge amount of valuable time as I work for a small business.  We cannot get anywhere.  they blamed the bank at first, now they just keep saying that they don't know when it will be fixed.  The customer service is appalling.  They farm out their back office IT to a company called Data Financial Services and noone can contact them apparently, so they just keep fobbing me off.  I begrudge paying for something that cannot support existing customers.  All QB are interested is getting new customers on their books.  I've tried to register a complaint and that is impossible.  I did have a case reference open and now they have closed it as they say the matter is resolved, but ity only related to one of the many error numbers I have reported.  Useless company not interested in providing a robust service. 

Hello 193514732411109,

I apologise for the disruption caused by the on-going investigation for the Handelsbanken - Corporate Online Banking - Errors 102/101/189. Our engineers have been in close communication with the bank to resolve this and have identified the cause of the errors pertaining to changes to the bank login and layout which requires a complex re-script from our side. This is currently being programmed however we have not been provided a time-frame for release. We understand the banking feature is an integral feature to QuickBooks, and have raised this issue to the highest priority. In the meantime we would be grateful if you could disconnect your current connection and update your account using the import tool for CSV statement uploads. 

Thanks

I've not been able to connect since early December and having contacted Quickbooks earlier this month was told to disconnect the bank account and reconnect - disconnecting worked but reconnecting won't so I can't even manually upload transactions which was what I've been doing since early December. This is hugely frustrating and almost two months now! I trust this is being the highest priority as running a business with no bank transactions is impossible!!!!!!!!