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?
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:
If this doesn't fix, please try connecting via a private browsing window or separate web browser on the device. 🙂🤞
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! 🙇♀️
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 🙇♀️
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.
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.
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.
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.
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.