We're currently experiencing issues with connecting new HSBC accounts in QuickBooks or updating existing HSBC bank feeds.
Our banking engineers are working to resolve this issue as soon as possible.
Apologies for the inconvenience caused, I'll be updating this article with progress.
Hi @LKDaniel , thanks for posting and welcome to the community.
Our Banking team have identified the root cause of the issue and we hope for this to be fixed in the next couple of hours.
Thank you for the reply and I appreciate you providing details on what you've done so far.
It's our priority to get your online bank connection working, so allow me to point you in the right direction.
We've been advised to have our customer's having this type of issue contact our Technical Support team for assistance. They can pull up your account in a secure environment and with your permission, remotely access your computer. That way, they can have a better view of what's causing this issue.
You can import your bank transactions using Excel CSV files to keep your bank account balance updated. The given article guides you how you can import your bank transactions, from formatting your CSV file up to the importing process.
I'll be here to answer any other questions you might have. So feel free to leave a comment below if you do, and I'll get back to you as soon as I can.
We are receiving various error messages. Latest is Complete some security steps, which we do but it doesn't resolve it.
Just spoke to a lady at QB and she said that this is ongoing and doesn't currently have a time frame of when this issue will be resolved.
Hi Emma, our engineers are currently investigating the transaction error with the HSBC connection. At present there is no ETA but we are working on a fix with priority - if you like we can add you to the investigation and you will receive an automated email when this is deployed. Just reply to let us know :)
Please provide an estimated time of resolution as we need to make contingencies for VAT return dates.
Its been 2 weeks since this was reported and its not how I expect a professional software company to handle technical failure of important core features such as live bank feeds to one of the largest global banks.
When will this be fixed? Is the development team even working on this issue yet?
Hello there, @accounts210.
First of all, I want to thank you for your patience while our engineers are working with your bank for the resolution of this error. Rest assured, they are continuing to work on implementing a solution as soon as possible.
Just like what my peers have shared, we don’t have the exact time when it’ll be fixed. We’ll keep you posted here in the Community for any updates once received.
In case you're not added to our list of affected users yet, please give us a call so you'll also get an email notification from us once a fix is available.
1. Click the Help button in the top right corner.
2. Choose Contact Us at the bottom of the panel.
3. Enter Support in the field, and click Continue.
4. From here you can choose to schedule a callback for a time that is convenient to you.
In the meantime, you can bring transactions by downloading the WebConnect file. You'll need to download the file from your bank's website, then upload it into QuickBooks Online. You can check this article for the detailed steps and screenshots, as well as managing your transactions after uploading the file: Manually upload transactions into QuickBooks Online.
If you have any other concerns, please leave a comment below. I'm always around to help.
Thank you for the instructions however this is a last resort as we have 5 HSBC linked bank accounts to manage (this includes staff expenses card accounts). if we need to use the 'csv file work around ' and once the feed is fixed would that then duplicate transactions? This would make a complex situation even worse and require days of administration to resolve.
The easiest way to resolve this is for Intuit development team to fix this asap and from my experience it shouldn't be taking this long to fix an integration with the bank.
We apologise for the inconvenience this is causing you. We've got our bank engineers looking to resolve this with high priority - when the connection is re-established we do not expect that the missing period or transactions will be pulled into QuickBooks, however we recommend reviewing transactions in the For-Review section when the connection is fixed :)
Please can you also add me to the investigation.
Mine hasn’t worked since June 15th. It’s getting beyond a joke.
All we get is “our engineers are working on it.”
Frankly that’s not good enough. We are paying for software that doesn’t work. I expect to see discounts being giving to customers who are affected. It’s going to take days to sort through all the transactions if and when the problem is finally fixed. The whole point of Quickbooks is the speed in which transactions and receipts are captured!!!!!
This isn't the services we want you to experience and I understand how you feel when you're unable to finish your task as soon as possible.
You'll have to contact directly our Customer Care Support so you'll be added to the list of affected users.
Thus, here's how you can contact our dedicated team:
Once you've been added to the list, you'll receive all available updates about this on-going investigation through email.
If you haven't yet, you can manually download and upload your banking transactions to QuickBooks. With this, you can follow the detailed steps outlined in this article so you'll be guided on how to do the task: Manually Upload Transactions into QuickBooks Online.
Lastly, you can also read this article that might help you with your future online banking tasks: Match and Categorise your Downloaded Bank Transactions.
We thank you for extending your patience with us as we're working to fix this as soon as possible.
Ok so yesterday (16th July) I received an email from Intuit saying the HSBC feed error was now finally resolved.
However I updated the banks and only a few days of transactions were imported automatically. I called Intuit support and Intuit support told me over the phone that I would need to use a CSV file to 'fill in the gaps' for the missing transactions for each of the accounts which I needed to do for 5 bank accounts that we have linked to the Intuit account..
Obtaining these csv files and formatting those did take hours of time and after I uploaded them I then proceeded to click 'Update banks' again -- to my horror Intuit then proceeded to import all the missing transactions again and now they were all duplicated in 5 accounts.
I had 'auto add' transactions setup for about 50 types of transactions since we received lots of transactions and its just a complete mess now..
..Ive needed to remove the 'auto add' features so basically undo the automation settings on the account that will take hours to determine which transactions need to be auto add again and setup the account again..
..to resolve this we now require Intuit to delete all the work done in my account sine the first transactions were imported following the HSBC fix.
This is a nightmare now and I'm quickly losing trust in Intuits online software.
My accountant is chasing me for VAT data and I've been delaying him 2 weeks already and now by following Intuits advice the company books are in a complete mess. I could have completed the VAT return 50 times over doing it manually by now.
I need someone from Intuit to call me ASAP please to 'undo' all the recent work and fix this since I called Intuits office tonight and your office is closed. Also your chat function no longer works after completing the chat request details, so your clients are left in the dark.
I also want compensating for this.
So below is the abrupt email I had as a reply today from intuit. Telling me that their software does work as it works for other banks. Well that’s no bloody good to us.
I’m starting to think it’s time to get trading standards involved as Intuit just don’t seem fussed that they are taking money for a product that has more or less become useless.
Email as follows:
Thank you for your reply! :)
The software you're paying for is working correctly and as intended as we have other customers with different banks that are capable of connecting them with success into QBSE.
Our engineers reached out multiple times to HSBC engineering team and they won't be making any changes now due to the fact of Open Banking coming right up.
I understand this information doesn't help you get your transactions into QBSE, but I feel you should be fully aware of what's going on.
What you can do is upload a .CSV file, which can be obtained on your online banking website, and import it to QBSE.
Are you familiar with this process or do you require my assistance, Gavin?
Looking forward to hearing from you, your feedback matters.
After reading your post I though I would try to update bank accounts again. Exactly the same as you. Imported some in transactions but I’m missing from June 15th till July 4th. Now I’m scared to import manually through csv file in case in decides to upload automatically.
What should I do?