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HM-Bookkeeper-UK
Level 3

Amex Connection Issues

Hi,

I am having issues reconnecting my Amex account to QB Online. It asks me to reconnect, which I do and it states that connection is successful. I then have a message appear saying 'Reconnect my Account' (screenshot attached). 

Nothing about our Amex account has changed, so wondering if there is an issue with QB Online because when redirected to Amex for the login details, it says its fine. 

How do I rectify this issue please? 

Thanks. 

Solved
Best answer October 31, 2023

Accepted Solutions
GeorgiaC
QuickBooks Team

Amex Connection Issues

Hello HM-Bookkeeper-UK, thanks for posting on the Community

 

Checking your connection in the background, I can see the account was most recently showing a 324 error. This error means we can't find the account you set up when it tries to connect to your bank or credit card's website. 

 

This can happen for a number of reasons, and may be because:

 

- Your bank or credit card company changed the account or moved it to a new server.
- Your bank or credit card company issued a new account or credit card.

- You have two accounts with the same name at the bank. In this case, you'll need to rename one of them. For example, if you have two accounts named "XYZ", then rename the other to "XYZ 2".

 

To troubleshoot, please try fully disconnecting and reconnecting the account in QuickBooks. Before you disconnect, review any remaining transactions in the for review tab and make note of the date of the last transaction downloaded. This will prevent you from downloading the same transactions twice when you reconnect your account.

 

To disconnect your account, select the pencil icon on the bank tile > Edit account info > Tick Disconnect this account on save > Save and close. You can then reconnect your account from the Transactions screen by selecting Connect account or Link account

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7 REPLIES 7
GeorgiaC
QuickBooks Team

Amex Connection Issues

Hello HM-Bookkeeper-UK, thanks for posting on the Community

 

Checking your connection in the background, I can see the account was most recently showing a 324 error. This error means we can't find the account you set up when it tries to connect to your bank or credit card's website. 

 

This can happen for a number of reasons, and may be because:

 

- Your bank or credit card company changed the account or moved it to a new server.
- Your bank or credit card company issued a new account or credit card.

- You have two accounts with the same name at the bank. In this case, you'll need to rename one of them. For example, if you have two accounts named "XYZ", then rename the other to "XYZ 2".

 

To troubleshoot, please try fully disconnecting and reconnecting the account in QuickBooks. Before you disconnect, review any remaining transactions in the for review tab and make note of the date of the last transaction downloaded. This will prevent you from downloading the same transactions twice when you reconnect your account.

 

To disconnect your account, select the pencil icon on the bank tile > Edit account info > Tick Disconnect this account on save > Save and close. You can then reconnect your account from the Transactions screen by selecting Connect account or Link account

HM-Bookkeeper-UK
Level 3

Amex Connection Issues

No idea why that happened, because nothing has changed. I have disconnected and reconnect the account and all seems to be fine again. 

Thank  you for your help :)

Cervino
Level 1

Amex Connection Issues

Thank you for sharing your experience. I’m having a similar problem. However I’ve discovered that my American Express bank statements have not been uploading for the past 18 months. I have been speaking regularly to QuickBooks but I keep on being told the same thing it’s not a problem with QuickBooks. It’s a problem with American Express. However, I have now changed to free agent and all of my American Express statements uploaded immediately. It would be great if QuickBooks could take some responsibility in explaining why this keeps happening 

thamechiropracticclinic
Level 1

Amex Connection Issues

Same issues but It will not reconnect. Spent 2 hours with technical support and issue still pending. I keep getting error 580. Amex says to try later and that it can not reconect. Kayce customer support emailed me before I went on vacation to say issue was fixed or wondering if it was and sadly I just got back a week later and the issue remains. When will QB Online fix this problem? Your agent Kayce made me disconnect my Amex account and tried to reconnect it but went unsuccessful for several attempts. Now I do not even have my Amex account as it was from the past connected at all! I need this account connected asap. Can someone please Help! See screenshot attached of the error.

Jelayca V
QuickBooks Team

Amex Connection Issues

We recognize the importance of having your Amex account connected to QuickBooks Online (QBO), @thamechiropracticclinic. Your concern is valid, and we're dedicated to assisting you in getting your Amex account connected as quickly as possible.

 

The error 580 you’re encountering indicates an unexpected issue on the bank’s side that we’re unable to resolve directly. While the exact nature of this issue is unclear, it’s often temporary. We suggest waiting for a few hours as these issues often resolve themselves. 

 

Once this period has passed, please attempt to reconnect to your bank.

 

Additionally, you'll want to reach out to your bank to inquire about the specific reasons for the connectivity issue with QuickBooks. Ask for an estimated timeline for resolution and request guidance on how to manage the situation in the meantime.

 

Meanwhile, you'll want to download your transactions from your internet banking website into a CSV file. Then, upload it to QuickBooks. Refer to the following links for the detailed steps: Manually upload transactions into QuickBooks Online

 

Moreover, if you require additional information about your case, please feel free to contact our QuickBooks Online Support team and ask for further updates of your case. They will be able to provide you with further updates and assistance as needed.

 

Furthermore, you can refer to this article to see steps on how you can add or match your downloaded bank and credit card transactions so you can put them in the correct accounts to avoid double entries: Categorise and match online bank transactions in QuickBooks Online.

 

Please know that you're always welcome to post if you have follow-up questions about banking feeds. I'd be happy to help. Wishing you and your business continued success. Keep safe. 

thamechiropracticclinic
Level 1

Amex Connection Issues

Great thanks for all the wonderful tips but please do not write that my post has been resolved because it is still not working. No matter how many times I have tried. I have also contacted in the meantime Amex as you suggested and explained the problem to them and they inform me that they will get back to me with hopefully a solution.

 

As far as downloading manually all of my Amex Transactions in a CSV format from my Amex Statement unto Quickbooks, looks archaic and complicated and I will not in the meantime resource to this way. 

 

I need my account linked asap to my Quickbooks as before and I can not comprehend how one of your agents made me disconnect the account and now I am not able to connect it again.

 

I hope your team keeps on working on a solution for this issue which apparently tons of other users seem to be encountering.

 

Regards,

Arthur Tovar

Thame Chiropractic Clinic, Ltd.

GeorgiaC
QuickBooks Team

Amex Connection Issues

Hi Arthur, thanks for getting back in touch

 

Please note that the thread was previously marked as solved by the original poster. This won't impact the support that you receive. 

 

By disconnecting the account, you'll still have access to all of the previously added or matched transactions from when the feed was connected. You can view these in your Chart of accounts under the account that they were posted to (select Account History beside the account to view). 

 

When re-connecting, you'll be prompted to enter a date to begin downloading the transactions from, to make sure you don't have a missing period. 

 

We hope that the 580 error is resolved promptly, but if it does persist, please do let us know and we will investigate further. 

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