bank connectivity

Hello Rachelwo, thanks for posting on the Community page, Are you getting any error messages or codes coming up when you try to connect the co-op bank?

Hi Ashleigh1

I just see this "The bank or account site is down for maintenance so we can't connect to it. Come back later and try again. (105)" But the site isn't down and the message I get has been the same for a long time.

Unfortunately, this has been my experience throughout,  a helpful support person asks what the problem is and I explain.... its just tumble weed after that. Nothing whatsoever happens.

Hi Rachelwo, we're sorry to hear you haven't been able to get the help you need for this. We're aware some customers are experiencing an error 105 when connecting to The Co-operative Bank (UK) Personal and Credit Card in QuickBooks. Is this the same error that you're seeing? 

Yes its error message 105 - same as I posted in response to Ashleigh1 yesterday

Thanks for confirming, Rachelwo - checking further, I can see you've already been added to our investigation with reference INV-89161 for the 105 error. We're sorry for any ongoing inconvenience being caused by this, and we'd like to reassure you that this remains a priority with our banking team. Please await all further updates and notice of resolution via email. 

How do I raise a complaint on this? I need to be able to process my accounts and at the moment I have no recent data and there are significant gaps through the last year of my transactions

Hi Rachelwo, you can see our complaints procedure here - if you're urgently needing to update the account, please consider uploading a CSV of the transactions exported from your bank into QuickBooks. 

Unfortunately, I did try uploading a CSV and that doesn't work either - I'm not sure why as I have been able to do this in the past.

Hello there, Rachelwo.

I see how important to get this work done while there's an ongoing investigation about the online bank connection to QuickBooks. Since the process did not work as expected, we can try these initial steps to successfully upload them.

Start by opening your company in a private window. This is a special mode that deletes the history of any visited websites visited and will not save the information collected along the way. You can use any of these keyboard shortcuts to access one: 

• Google Chrome: Ctrl + Shift + N 
• Microsoft Edge: Ctrl + Shift + P 
• Safari: Command + Shift + N 

If it works, go back to the regular browser and clear its cache. Alternatively, you can use another supported browser.
 

Still, we advised you to contact our Support Team directly for assistance with the challenges you faced while uploading transactions via a CSV file. Rest assured you'll get the help you need in no time.  Here's how:

1. Go to this link: Support Team.
2. Select Callback- We're open Monday-Friday 8:00am-6:00pm British.
3. Pick the Chat with us button.

Additionally, I suggest checking this article to review your CSV file format: Learn about CSV formats.

Know that we are all right here to help if you have other concerns. Bye for now and stay safe.

I still have not received any update on progress fixing the bank connectivity problem. I believe the latest date for a possible fix may now be 20th july? I notice also that although i was told my monthly subscription would be discounted, I have again been charged the full amount even though the software isn't working. Up to now I've spent upwards of a whole working day to resolve issues with connectivity and now csv files, when canI expect some solutions?

Thank you for getting back to us. I understand how you want this to get fixed, Rachelwo.

For now, the bank connectivity issue with the Co-operative Bank (UK) Personal and Credit Card, Smile Bank is still open. Our engineers are working to get this fixed as soon as possible. Though there's no specific time frame for when this will be resolved,  you'll have to contact our support team for you to be added as one of the affected users and be updated once everything is okay.

Beyond that, you'll also need to check with one of our representatives if you're eligible for discounts. To reach out to them, follow the steps outlined below:
 

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. In QB Assistant, enter the topic you need help with. You can also enter questions.
4. In Search, select Contact Us to connect with a live support agent.
5. Choose a way to connect with us:
   • Start a chat with a support expert. Live chat all day, M-F.
   • Call us. M-F, 8:00 AM to 10:00 PM, and S-S, 8:00 AM to 6:00 PM.
     

Furthermore, you may want to download transactions directly from your bank's website and upload them in QuickBooks Online (QBO). To give you more details, I've added this article for future reference: Manually Upload Transactions Into QuickBooks Online.

Please get back to us if you have any other concerns when connecting your bank account. We're always right here to further assist you.

Yes I have been experiencing the same problem for months. I am extremely unhappy and need to file my tax return but cannot do this until the bank account is connected so that I can recover the missing data. Did you get your problem resolved?

Hi there, Julie.

I see how it has been challenging on your end to connect your bank account in QuickBooks Online (QBO) and recover your missing transactions. Allow me to share insights and direct you to the best help possible.

At the moment, there's an ongoing investigation (INV-95087) about Co-op Bank being unable to connect to QBO and fetch data. With that in mind, I recommend contacting QBO Live Support so they can add you as one of the affected users. Once the update is available, you'll be notified through email.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. In QB Assistant, enter the topic you need help with. You can also enter questions.
4. In Search, select Contact Us to connect with a live support agent.
5. Choose a way to connect with us:
   • Start a chat with a support expert. Live chat all day, M-F.
   • Call us. M-F, 8:00 AM to 10:00 PM, and S-S, 8:00 AM to 6:00 PM.

While waiting, we can manually upload your bank transactions into QBO using CSV files in Excel to continue your daily banking task.

If you want to learn more about how banking transaction is being operated in QBO, you can click this page: Banking articles.

For additional banking-related concerns, never hesitate to come back here. I'll be willing to lend a hand. Take care always.