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A
Annie07
March 7, 2019
Question

Maintaining a HSBC connection

  • March 7, 2019
  • 5 replies
  • 1 view

I have recently switched bank accounts from Nat West to HSBC. I connected my new HSBC bank account without problem but the connection continually drops off and I am asked to input a security number in via my card reader every time. I've tried to speak to QB and also to HSBC regarding this but both of them just say it's an issue with the other one and they can't help. 

 

Any ideas? 

5 replies

JamesC
JamesC
Level 5
March 7, 2019

Hi Annie07,

 

Thanks for joining us on the Community Site. This is a problem, and it's not a problem, I'll explain why.

 

Everything you're describing is perfectly normal for the banking system. The reason, is, actually; with the Bank, but you can't resolve it. You can't resolve it because last i checked, you cannot change your online banks security to anything other than the security number via card reader.

 

Effectively, your online banking is set up with a One Time Passcode. Whenever you go to update your banking, we seek to update that connection by (behind the scenes) logging into the online banking for you, and downloading the statement.

If, every time you have to log into your online banking, you have to use your card reader; then whenever we try, we are going to have too - and you're going to have to use that card reader.

 

Can you see the option to Update this account to a Direct Feed on your Banking section? Our Direct Feed option may resolve this for you, as it'll bypass that, but you can only have a direct feed attached to one accountancy software provider at any time.

A
Annie07Author
March 8, 2019

Thank you very much for your reply. 

 

That makes perfect sense. My only queries would be, I can log on to my online banking on the app on my phone without using the card reader, so I thought I would be able to do this on QB as well. 

 

Also, I have been trying the 'direct feeds' option for a few days but it asks you to input a 'unique reference number'. HSBC say QB need to provide this and QB say HSBC need to provide it. Been going round in circles for about a week now. 

 

Thank you for your help. 

T
TaliaI
Level 8
March 8, 2019

Hello Annie07,

 

As stated above, QuickBooks only asks for these extra steps as that is what your bank is requesting when we try to login.

 

QuickBooks should provide this unique reference number - have you completed all the steps on our side before you login to HSBC?

 

Thanks,

 

Talia

A
AndysTaxis
June 21, 2019

So I read the feeds and couldn't find the answer I was looking for. I put a single number into the required reference number that HSBC wanted from QB and it seems to have set the feed up and connected the account. Hope this helps others. 

    S
    Serenae
    August 19, 2019

    I'm having exactly the same problem and it's driving me mad, as well as locking me out of HSBC banking every time I try to correct it.  Did you get anywhere?

    E
    EdwardR
    August 19, 2019

    Hello Serenae thanks for posting in Community.

     

    Can I please confirm the error code which you are receiving when trying to connect to HSBC?

     

     

    S
    Serenae
    August 24, 2019

    Hi Edward

    Sorry for the delay in replying.  Codes 187 and 109 cropped up.

    Regards

    Serenae

    K
    KhimG
    Level 7
    August 24, 2019

    Thanks for getting back to us and providing the code you encounter, @Serenae.

     

    Both error 187 and 109 can be resolved by updating your login credentials on the bank's website. Make sure to verify as well the security questions and answers to get past the prompt when connecting QBO to HSBC.

     

    I recommend checking out these articles for reference:

    Once done changing your password, go back to QuickBooks and update your sign-in information. Here's how:

    1. Log in to QuickBooks Online.
    2. Go to the Banking page and select the Banking tab.
    3. From there, choose HSBC and click the pencil icon to Edit sign-in info.
    4. Type in your new credentials.
    5. Hit Save and connect.

    For more details, take a look at this article: How to update your bank account sign-in information.

     

    If you have any questions regarding bank connection errors, let me know. I'm more than happy to help. Have a great weekend!

     

    S
    Serenae
    August 25, 2019

    I've changed my login credentials 3 times and this has not rectified the problem

    katherinejoyceO
    katherinejoyceO
    Level 9
    August 25, 2019

    Hi there, @Serenae. 

     

    I appreciate you for trying the steps provided by my colleague. I felt sad that updating your credentials thrice still didn't rectified the problem. I want to make sure that this will be resolved right away. 

     

    I'd suggest you contact us this time. Our Customer Care team can pull up your information and can help you check the connection between your Self-employed account and HSBC bank. They can also help open an investigation if the issue still persists, then add you to the list of affected users so you can receive updates about its status. 

     

    Here's how to get in touch with QB Self-employed team:

     

    1. Click this link: https://help.quickbooks.intuit.com/en_GB/contact.
    2. Choose QuickBooks Self-Employed.
    3. Supply necessary information. 
    4. Enter your concern in the Question field.
    5. Select the Ask Your Question button.

     

    One of our Self-employed team will contact you right away through email.

     

    Let me know how it goes. I'll do the best I can to help you in any way. 


     

    I
    Itsthejoeker
    November 5, 2019

    It’s now November and this issue is still prevalent. I’m following all steps in order to ensure that I can maintain a simple automatic bank feed from my HSBC account however I’m required to entire a OTP every time I refresh my feed.

     

    HSBC have a way of maintaining this link which relies on a unique reference number generated within Quickbooks, their help guide refers a QB community post (1297595) which has apparently been deleted, helpful...

     

    So can someone tell me where this reference number is generated?

     

    I have tried to resolve the 185 error by:

    1. Changing my credentials

    2. Removing my bank and adding it again

    3. Updating and re-verifying 10 times

    4 Logging in and out of QB

    MaryLandT
    MaryLandT
    Level 10
    November 5, 2019

    Thanks for keeping an eye on this post, Itsthejoeker.

     

    I appreciate you for performing some troubleshoot steps to resolve the 185 error.

     

    Banking error 185 means that your bank requires more information after entering your credentials. It also means that your financial institution (FI) has additional security requirements.

     

    Below are the security requirements:

    • Security question
    • One-time passcode (OTP).

    To resolve this:

    • Security questions: Enter your answer. You may see this error again the next time you update if you have multiple security questions. As you enter your answers, QuickBooks Online remembers the security questions you have been asked and answers for you.
       
    • One-time password (OTP): Get your OTP (on a device, through text, call, etc.), and enter it each time you see Error 185.

    I also suggest contacting your bank so they can add your device or contact information. This way, you'll be able to get the OTP.

     

    Keep me posted if you need additional information and I'll get back to you.

     

    D
    Darren Law Architecture Ltd
    November 21, 2019

    I'm also having this issue.

     

    when in the office I can use the HSBC pinsentry to harvest a code but when out and about and using QB iOS app i cannot get bank access ( as I do not carry the pinsentry device around with me)

    i can access the QB and HSBC apps separately with face recognition but QB cannot access HSBC account.

    very frustrating when working away from the office.

     

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