Thanks for getting back to us, @cmray.

Yes, you're right. First Direct is already using Open Banking. The ticket (INV-43299) is ongoing and our Product Engineers are still investigating and working to fix this as quickly as possible.

Since you already contacted our Phone Support team. Rest assured that you're added to our notification list. An email will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

As per your other question, removing a bank account in QuickBooks Self-Employed (QBSE) will delete all your transactions, and won't duplicate them once re-added.

Please leave a comment below if you have any other questions or concerns, and I'll get back to you right away. I'm more than willing to help. Have a good one!

So you are acknowledging that there IS a problem at Quickbooks' end? What is going to be done to compensate the customers who have not received the service they paid for (and have repeatedly been given misinformation by other customer support staff)? This has been a problem for months now and many customers have reported problems with your connection for First Direct.

Come on Intuit, this is not good enough!  It has been a problem for many months.

This is the primary reason to use Quickbooks, to be able to sync a bank account, and this has not been given the priority it deserves.  Many paying customers have been let down for many months, so will you reimburse our monthly payments for all those months in addition to fixing this ASAP?

I appreciate you for posting here in the Community, @Polymorph, @cmray.

Let me provide some information about connecting your bank in QuickBooks Online.

Currently, our products engineers are working hard together with your bank to resolve the issue as soon as possible. Since this is a public forum and we have limited resources, I suggest contacting our QuickBooks Support Team.

One of them will be able to check your account and be able to provide the necessary actions. Here's how you can reach them:

1. Click the Help icon at the top to open the Search window.
2. From there, scroll down to choose the Contact us button.
3. Input the issue /topic in the field box and then tap the Let’s talk option.
4. This will lead you to the contact information window.
5. Pick how you want to reach out to our support team.

Additionally, here's a helpful reference that you can check out about banking errors in QuickBooks:

• Fix bank upload errors in QuickBooks Online

• Open Banking Connection Errors

Please know that the Community has your back if you need assistance. Feel free to post a question, get answers, share tips, ideas, and more. Wishing you and your business continued success.

Another two weeks have passed and still no remedy?!

Hi Polymorph, 

Can I confirm the specific account-type you hold with First Direct and whether the feed updates with recent transactions automatically or only after entering security information? 

Thanks

It's a standard 'First account' and it always asks for security details, that's the main problem here.

It never used to ask every time, but for months now, it asks every single time I use QB.

Hello Polymorph, Having looked at the background of your bank connection in the Self-Employed product it is showing the connection you have is on the old feed type, this is likely why it is asking for it every time. The open banking connection type means you have to give auth for 90 days but it will not ask you again for authorisation(unless the bank themselves change something fundamental like the bank account name for example)First Direct have now upgraded to an open banking connection. If you go to the cog in the top right and bank accounts can you see an option to upgrade?

No it doesn't show an option to upgrade, and I've tried adding the bank account again, which doesn't work either.

Hello, Polymorph.

I appreciate the time getting back here and doing the basic steps to resolve the First Direct issue. I have something that we can try so you can update the login flow of the bank connection.

Just to add to Emma and Georgia's replies, the investigation (INV-43299) is already fixed. The browser might still be using that old banking connection data, which is why it still prompts you to enter those security details. You'll want to confirm this using an incognito browser first: 

• Google Chrome: Ctrl + Shift + N
• Internet Explorer: Ctrl + Shift + P
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Log in to your QuickBooks Self-Employed account from there. Then, check to see if you have the option to upgrade. When you do, go back to your regular browser and clear its cache. Close and reopen it after doing the process. Alternatively, you can use another supported browser. 

If you're also having trouble downloading your transactions, you can import them manually in the meantime. 

When you're ready, you can start categorising your transactions. 

I'm still open for any follow-ups regarding the Online Banking feature. You can also add other concerns about QuickBooks Self-Employed. 

Hi,

Clearing the browser cache did nothing to help.  No 'upgrade' option.

Hello, @Polymorph.

I appreciate you for trying the basic troubleshooting steps suggested by my peers above. 

At this point, I'd recommend contacting the QBSE Customer Care team to check what's causing this to happen. They can also help you submit a request to re-open the case to investigate the issue further. 

For future reference, read through this article: Upgrade your bank feed connection to Open Banking. It also includes answers to frequently asked questions about the new open banking regulations in QuickBooks. 

Let me know if you have additional questions. We're always delighted to help. 

If it hadn't had been for your post, I would not have discovered what the problem was.

In short, if anyone is experiencing this problem with the 'security code', it relates to the First Direct mobile banking app. Go to the app, select 'Go to security codes', select 'Log on security code', enter your usual 'Digital Secure Key password' and then hit 'Generate security code'. That will give you a 6 digit code which you have to input on the relevant QB bank connection field. Will that bank-feed connection last until I next need to log into QB? Who knows?

In an effort to frustrate fraudsters, First Direct continue to frustrate their customers instead by throwing in more and more layers of 'security' to the point where accessing and managing my FD account is putting me off doing anything other checking my balance. I currently have to employ THREE different passwords to access FD services through either voice calls, mobile app and pc access. Am I impressed by such diligence to security issues? No, because it amounts to a bank having to do whatever it deems fit in order to cover it's backside. Wake up FD, it's far easier to switch bank accounts than it is to rebuild personal tax account records!

Hi can someone help. I have tried everything detailed in the articles to sort out the reminders to upgrade my First Direct connection, followed the other users' advice, and the update/connectio problem still exists:

Hi @Jonny Donovan,

I'm here to point you in the right direction for support about your query on online bank connection. 

Since you already went through the troubleshooting steps as well as the workarounds shared here, then I suggest contacting our Technical Support team for further assistance. They can investigate it further why you keep having this issue after all the steps you've gone through. They can then isolate its cause, and provide a solution for it.  

Visit this link for the instructions: Contact QuickBooks Self-Employed Support. It contains different ways you can get a hold of technical support.

You can keep this article for future reference as well: Support hours and types. Each type of support for every Intuit product is listed, along with their operating hours so you won't miss them. 

Direct other questions in the comments below, if you have any. I'll be sure to get back to you. 

---

@EmmaM wrote:

Hello Polymorph, Having looked at the background of your bank connection in the Self-Employed product it is showing the connection you have is on the old feed type, this is likely why it is asking for it every time. The open banking connection type means you have to give auth for 90 days but it will not ask you again for authorisation(unless the bank themselves change something fundamental like the bank account name for example)First Direct have now upgraded to an open banking connection. If you go to the cog in the top right and bank accounts can you see an option to upgrade?

---

This worked for me after a random morning trying to get connected and some NOT VERY HELPFUL QBO error messages, "Some unexpected happened [...]".  The "reconnect" alert against the accounts needs to link to the Upgrade link which is on the right of the window then you can move to Open Banking functionality.

Another slab of time wasted.