When i try to update my bank i get a message asking me to verify my info, but when i click on the tab nothing happens, whats wrong?

Hello Edseymour, 

Welcome to the Community page, 

What bank are you trying to update? 

What web browser are you using as well? 

Do you get any error messages or codes showing up at all? 

HI,

It's Co Op bank on line. Using microsoft edge. No errors just a non functioning button on the page.

Thanks for getting back to us here, edseymour

This sounds most likely to be a pop-up issue, please check that you have disabled pop-up blockers and redirects on the browser following the steps below:

1. In the new Microsoft Edge, go to Settings and more > Settings > Site permissions.
2. Select Pop-ups and redirects.
3. Move the Block toggle to Off

If this doesn't fix, please try connecting via a private browsing window or separate web browser on the device. :):crossed_fingers:

Thanks, tried both of those fixes and the issue is still there. 

Also, logged out and back in with different browser

Anything else?

Thanks for checking those edseymour, it looks like we have a newly reported issue for this on our side - INV-56276 QBO UK- 'Security info needed- 185- 'Verify your info' button unresponsive Co-op Bank and this has now been reported by multiple contacts.

Our technicians are looking into the root cause to fix and I've linked you to the investigation so that you'll receive all updates going forward via email. In the meantime, if you urgently need to update your account please do so by importing a CSV of the transactions downloaded from your bank. 

Get back to us below if you have any Q's! 🙇‍:female_sign:

I am having exactly the same issue, do we know when it will be updated please?

no, they said they are looking at it.

Thanks for joining this thread DianeLouise, I've linked you to our ongoing investigation for this issue and you'll be notified via email as soon as this is resolved. 

Thanks for your patience while we continue to work on this 🙇‍:female_sign:

I have the same issue with Co-op (unresponsive "Verify your info" button on every browser I have tried.

However, if you have an iPhone, and the QBO app, you can enter your OTP in the app and download your transactions to pick up on a browser or desktop app later. It's a useful temporary workaround. HTH. Paul

Hi, it has been a few days since this issue came up, how much longer before you get a solution? In the meantime can you just remove the extra security check, after all you guys put it there, pretty unnecessary in my view.

Hello Edseymour, Our senior banking team are currently working on a fix as a high priority we do not have an update on the date that will be resolved.

Hello Emma - please update the status to advise everyone following this thread that in the meantime they can download their co-op transactions using the iPhone QuickBooks app.

Hi,

Just a holding message like that is not helpful is it? I cannot use a key function, I use a business computer not an iphone, I need a solution for my business. What do your "high level team" have to say about taking out the code which prompts the call to verify the account? I suspect it is new as I have never seen that request before. What testing did they run before introducing it?

Hello edseymour, Any extra verification for a third-party bank connection is not something QuickBooks has put in place, therefore if there is a change by the bank, we being a third-party company aren't advised of any changes beforehand as the bank is not obliged to do that. Therefore if something has changed in the security and what the bank asks for, our coding would need to be updated so that the verification then works and pulls through the statement correctly if that has happened. The engineers will need to test any fix before rolling it out into the product.

ah, sorry I thought the message came from QB as I had not connected to the bank. Do you know what the bank is saying?

Hello Edseymour, The button is in QB though when you click it to verify you are then directed to the bank's security to verify as that is not loading we are in contact with them as regards what has changed, we are not saying that it has definitely come from the bank but that is likely the reason as this is the only bank we  have on open banking that this has been reported on.

Thank you, appears to be taking a while :smiley frustrated:

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@DianeLouise wrote:

Thank you, appears to be taking a while :smiley frustrated:

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Still awaiting the fix ourselves. The iPhone workaround is ok, but not a solution. Fingers Crossed it's fixed soon. 

And the iPhone app workaround demonstrates it's not a problem with the Co-op bank!

Come on Intuit - sort it out, please!

Absolutely!

Hey Everyone, a workaround I've found to bring your transactions in so that you can reconcile:

Click on the 'action needed' message on the bank in your dashboard

Click on the top right corner of the bank card for coop bank, where the pencil icon is

select 'Edit sign in info'

Go through the bank link process wth your dongle

This will reconnect your bank account and bring in transactions up to date, you will have to do this everytime you want to reconcile until they fix this bug.

Hi Joe

Thank you so much, just tried and it has worked - amazing 

Hi, how much longer do we have to wait for this issue to be resolved, been 10 days now , really not good is it?

Hello Edseymour, so the investigation is still ongoing at the moment and is still being worked on, soon as we get any updates on it we will inform our customers about it.