Cant reconnect to Santander business banking (UK) (390)

I've got your back to help reconnect your Santander business banking in QuickBooks, @eott.

The error 390 is an error when you're connecting your online bank account. 

There are also instances when the browser is full of commonly used page resources, which results in errors or odd behavior. Let's use a different or private browser to view your account. You can use any of these shortcut keys to access one:

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

Then, reconnect Santander business banking in QBSE. Once it's successful, go back to your regular browser and clear its cache without the cookies. This is done to speed up the process the next time you do a transaction in QuickBooks. Also, an alternative way is to use other compatible browsers.

In addition, take the opportunity to review your bank transactions. Once the review is complete, you may disconnect and then reconnect the account. If you have tried all the options matching your bank's name and it doesn’t appear, request support for your bank.

Finally, you'll want to categorise your transactions in QuickBooks. You can check out this link for detailed steps: Create rules to speed up reviews in QuickBooks Self-Employed.

Keep me posted if you have further questions about reconnecting your bank account to QuickBooks. I'll be around to help you. Stay safe!

Ive used an incognito page and when i go to look for my bank, Santander business banking uk is still not on the list so i cant reconnect.

It has not been working since at least last wednesday.

I recognize the importance of linking your Santander business bank in QuickBooks Self-Employed (QBSE), eott. 

When you're connecting your account and it isn't on the list, you may request support for your bank in QuickBooks.Let me guide you through the steps how:
 

1. In your QBO account, go to the Banking tab.
2. Select Connect account.
3. Search for the name of your financial institution. If QuickBooks is unable to find your bank, you will get the message, "Hmm, we can’t find [name of the bank you entered] in our list of supported banks," and you will be presented with helpful tips to try and locate your bank account.
4. If you’re still unable to find your bank, select Request.
5. Enter your bank's web address (URL) in the field provided, then select Request.

For detailed information, kindly visit: Find your bank or credit card account when you connect to online banking.

For the time being, I recommend manually uploading transactions in QuickBooks so you could get to match and categorize them with the existing entries in QBSE.

Let me know in the comments below if you have other banking concerns or inquiries about connecting accounts in QuickBooks. I'm just around to help. Take care always.

I have already done this multiple times. This isnt a new connection either...its a reconnection. I connected to santander business banking years ok, so why all of a sudden is it not on the list to choose from. If i go online on my laptop it looks like theres nothing wrong, i only realised due to the app on my phone as it says there is an issue.

In the phone app when i click on the red banner in transactions/unreviewed it takes me to a page that says bank details "Temporary Connectivity issue" "Santander Business Banking (UK) last updated 13/7/23, 00:35" and then asks me to connect which obviously i cant as the bank isnt coming up in the search bar. If i click on refresh in accounts it says "Something unexpected happened and we can't connect to santander business banking (UK) Try again  in a few hours".

This has been saying this since at least last wednesday evening.

I know i can do this manually but that is not what i pay my subscription payments for and ive also spent my whole weekend and on and off since wednesday trying to solve the problem.

I can see that you did everything you could to connect your financial institution in your QuickBooks Self-Employed app, eott.

We appreciate you for performing the recommended solutions to get this resolved. We haven't received any reported cases similar to what you've encountered. To isolate this, we can perform these troubleshooting steps to fix this:

• Reset app data to start a clean slate.
• Uninstall and Reinstall to refresh the system.

The steps for resetting the app to do this depend on your device:

iOS

1. Go to Menu ☰ and tap Help & Feedback.
2. Tap Refresh Data.
   Note: A message appears “Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes.”
3. Tap Refresh to confirm.

Android

1. Go to Menu ☰ then tap More Options ⋮.
2. Tap Settings then Refresh Data.
3. Tap YES to confirm.

To uninstall the app, you can touch and hold the app, then click the Delete app button. Nothing to worry about uninstalling the app because it won't delete the subscription you have. Then, try reinstalling the app again. 

If the same thing happens, please contact our Customer Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. From your QuickBooks Self-Employed app, tap the + button, then select Ask QB Assistant. You can also reach them by following the steps below:

1. From the Assistant tab, type or say Talk to a human.
2. If you want to connect with us directly, type or say Talk to a human.
3. Then select your preferred support method: Message an agent (Live chat), Call an agent, or Get a callback.

The details on how to get in touch with the support are outlined in this article: How to contact QuickBooks Self-Employed Support. Feel free to visit our QBSE page for more insights about managing your business in Self-Employed. 

I'd like to know how you get on after trying the steps or after contacting our support, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.

I am trying to follow your instructions and i dont know if im being stupid, but neither on my app or online do i have a menu or a help and feedback tab to select. The app is just the dashboard, transactions, mileage, invoices and taxes at the bottom or profile to the side and online is similar. the only thing i can find is "help" and that takes me to the assistant, nothing about refreshing data.

Also this may work for the app which would be great as this is what i use 99% of the time. But surely it will not make a difference to logging in online because that cant be deleted and reinstalled.

I can help refresh the data of your QuickBooks Online (QBO) app, eott.

Refreshing the data can see the latest available information in your QuickBooks. You can follow the steps below. I've also included a screenshot for reference.

iOS

1. Go to Menu ☰ and tap Help & Feedback.
2. Tap Refresh Data.
3. Note: A message appears “Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes.”
4. Tap Refresh to confirm.

Android

1. Go to Menu ☰ then tap More Options ⋮.
2. Tap Settings then Refresh Data.
3. Tap YES to confirm.
   
   

Here's an article you can read for more details about this process: Troubleshooting Quick-Start Guide for the QuickBooks Online app.

However, if you're still unable to locate the said menu, I suggest getting in touch with our Customer Support Team. This way, they can pull up your account securely and help resolve the problem.

You can always get back to me whenever you have other queries. I'll be around to back you. Have a wonderful day!

None of those screenshots tally with my app, as i said i dont have a menu button and/or help feedback tab as seen in your screenshots. This is what mine looks like on quickbooks self employed app 

Hello, @eott. I recognize the inconvenience you're experiencing with reconnecting to Santander Business Banking in QuickBooks. I'll do my best to guide you through the steps to resolve this issue.

Ensure that you have the latest version of QuickBooks installed on your device. This helps ensure compatibility with the latest banking connections and resolves potential issues. Follow these steps:

1. Open the App Store.
2. Tap your profile icon at the top of the screen.
3. Tap Update next to the QBSE app.

Once done, find and reconnect to Santander Business Banking. If you're getting the same result, you can offload app data through your phone's settings. This refreshes the app and clears any potential data conflicts. Here's how you can do it:

1. Head to your phone's settings.
2. Choose General, then select iPhone Storage.
3. Tap QuickBooks Online from the application list.
4. To free up the storage without deleting the documents and data for the app, select Offload App.

Once connected, categorise the downloaded transactions to put them on the correct line of your Schedule C. 

Feel welcome to reach out to me again if you need more help linking your bank. We're determined to ensure your success.

It doesnt need updating...it was done a couple of days ago and just says "open". I followed the other instructions  you gave me and it has not made any difference.  Santander business banking uk is not on the list of choices when you review, refresh and you get to "lets find your account". Below are messages im receiving.

Hello there, @eott. I appreciate you performing all the troubleshooting steps that my colleagues provided above. 

Please know that we are aware of the urgency of getting this resolved right away so you can get back to working order. 

To ensure that this gets sorted out as soon as possible, I recommend contacting our QuickBooks Support Experts. They have the tool to securely review your account and look for the root cause of the problem to provide you with a timely solution.

To contact support, here's how:
 

1. In your QuickBooks Self-Employed app, tap the + button, then select Ask QB Assistant.
2. Type in “Talk to a human”, then select Continue.
3. Select which way you want to connect with us.
   • Have us call you - Get a call from a support expert.
   • Chat with us - Start a conversation with a support expert.

You can check this article to know our support team's availability hours: Contact QuickBooks Self-Employed Support.

Moreover, I'll share this link where you can browse articles which can guide you in managing your QuickBooks account: QuickBooks Self-Employed Help Articles.

I'm looking forward to having this sorted out. Feel free to leave a reply if you require further assistance. The Community team always has your back. Have a good one.

I already tried this three times today from my account. Each time it said someone had entered the chat and then 5 minutes later it said they had left the chat without any acknowledgement whatsoever.

I’m with Nat west and I’m having the same issue

Hello Robinbaitey, thanks for posting on this thread, so having had a look in the system I can see you were getting a failed error 390 but now it is showing as successful and it 19 transactions came through and the account is no longer in any error status.  If you do have any more problems with the account plea\se reached back out to us again and we will be happy to take another look at it for you. 

I am the person who wrote the original post and had error 390 and mine is still not working!! Everything i have tried doesnt work and i tried to a "speak to a human" yesterday as suggested and every time it said someone had entered the chat, 5 minutes later they left the chat without saying a word!! It will soon be a week that it has not worked!!

Hello eott, thanks for coming back to us, so I can see you are still getting the error 390 for your Santander business account. Can you disable the old connection from the Gear icon> Mange accounts , after that, reconnect it from the Gear icon>Connect bank and this should resolve your issue. We can merge the two connections after that if you want to only show one bank connection. 

I am hoping the problem is resolved as I chatted with a quickbooks member earlier today

I know how difficult it is when you’re unable to re-connect your online banking to your QuickBooks Self-Employed (QBSE) account. Contacting our Technical Support Team is a good step to start t

If you’re done with all the troubleshooting steps provided by my colleagues in this thread. Then, I recommend contacting our Technical Support Team again. This is to allow them to re-check and initiate a further investigation of the error you encountered in re-connecting your Santander Business Banking account. You can refer to my colleague, DHeraV, for steps to get in touch with them.

In the meantime, you can manually import your bank transactions to get them into your bank feeds and categorise them accordingly:

1. Go to the Profile ⚙ icon and select Imports.
2. Select Import transactions.
3. Follow the onscreen steps to upload the CSV file.
4. Select Import.

Once done, here's a helpful resource you can look through to learn more about putting the transactions to the correct line of your Schedule C in QBSE: Categorize transactions in QuickBooks Self-Employed.

Let me if you require further assistance with any QuickBooks-related matters, please drop by and post them here. Have a good one!

I’m having the exact same issue as the original post. No Santander Business Banking UK in list, refresh button not working, error messages etc etc

when will this be resolved? 

I finally managed to chat to someone and after going backwards and forwards a bit I was told to choose “Santander and cahoots” instead of Santander business banking uk and it solved all problems straight away!! Try it…I hope it works for you!!

Thanks so much I’ll try that! :smiling_face_with_smiling_eyes:

Ah! That’s not working either only shows my personal account. Back to the drawing board for me 

Oh that’s a shame. When I went in to it it had a tab at the top that said personal and one that said business so I could choose. I hope you get a solution soon as I know how frustrating it is.