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Visit this post for a list of recent banking issues in QuickBooks Online.
Gareth Bouch
Level 1

Quickbooks unable to connect with HSBC

I am unable to connect my HSBC account. 

 

First I get this message...

 

"This account stopped syncing because there's a new way to connect it.

To fix this, go to the bank or account site in the window we open. Sign in, then return here. (350)"

 

Then if I click on the button I get a popup which asks me to input my (HSBC Business) username and press a NEXT button.

If I do this nothing happens. The username disappears and there is no progress to another page/screen.

 

Absolutely appalling.  

12 REPLIES 12
Ashleigh1
QuickBooks Team

Quickbooks unable to connect with HSBC

Hello Gareth, 

 

Welcome to the Community page, 

 

Can you try and reconnect the bank in an incognito/private window and let us know if the same thing happens in there for you or if it does reconnect. 

 

Thanks 

Gareth Bouch
Level 1

Quickbooks unable to connect with HSBC

Using a private browsing window, I am able to make the connection.

However on return to the Banking screen in Quickbooks I see a message telling me to reconnect (see attached).

Doing so puts me in a loop.

Ashleigh1
QuickBooks Team

Quickbooks unable to connect with HSBC

Thanks for trying that, can you try to completely disconnect the connection with HSBC in your Quickbooks and reconnect it up and that error message should go away and your transactions should come through for you. 

 

Let us know how you get on Gareth. 

Gareth Bouch
Level 1

Quickbooks unable to connect with HSBC

This appears to have worked. Thank you for your assistance.

 

It really shouldn't be this hard though.

Ashleigh1
QuickBooks Team

Quickbooks unable to connect with HSBC

That's great to hear it worked Gareth, we have taken this on board, and looking into it hopefully next time you should just be able to do the reconnect with no issues. 

 

If you need any further assistance you know where we are. Have a lovely day. 

icrandon
Level 1

Quickbooks unable to connect with HSBC

There isn't a window for connecting HSBC business banking. I don't have personal HSBC banking, only business.

I do not have the problem with any other accounts other than HSBC. Its so annoying. I have followed the re-authorisation process and now cannot connect HSBC at all.

 

I need to submit a VAT return. This needs fixing URGENTLY

 

I Crandon

Jen_D
Moderator

Quickbooks unable to connect with HSBC

Thanks for posting here, @icrandon,

 

We want to make sure you're able to connect your HSBC business account in QuickBooks Online. 

 

First, let's try to use a private window and try to connect the bank from there. This way, we can check if this is a known browser issue. Unexpected issues in QuickBooks are mostly affected by the data accumulated in the cache.

 

The regular browser will constantly save data by overwriting itself, but it will not remove any history automatically.

 

The incognito mode, on the other hand,  does not save any history, which makes it a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

 

  • Google Chrome: press Ctrl Shift N  
  • Mozilla Firefox: press Ctrl Shift P
  • Safari: press Command Shift N

 

Once you're in incognito mode, follow the steps below:

 

  1. Tap Banking from the left navigation panel.
  2. Click on Connect account on the landing page, or select Add account if you have already created an account
  3. Look for HSBC Bank and select one of the following:
    • HSBC Bank (UK) - Business Banking - Current Accounts if you are connecting a Current account only
    • HSBC Bank (UK) - Business Banking - Other Accounts if you are connecting a Savings Account or Credit Card
  4. Press Continue and follow the on screen instructions.

 

Clearing the cache can also help resolve browser issues in QBO.

 

If you already tried this, and still getting the same problem, I recommend getting in touch with our Support Team. They can help report this to our engineers who deals with program bugs and other technical concerns.

 

Also, regarding our support, we have made changes to our operation hours and our contact options. Our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays.

 

To get in touch with our representatives, follow the steps below:

 

  1. Go to the (?) Help menu to open the QB Assistant box.
  2. On the page, enter Contact Support.
  3. Pick Live Chat to connect with our live representative.
  4. Once done, click the Live Chat link provided in the pop-up box.
  5. On the next page, enter HMRC then Let's Talk.
  6. Lastly, select Start a chat.

 

Kindly post again for updates after trying out the steps. Tag me in your reply so I 'll get notified with your reply. Have a good day!

ed2435
Level 1

Quickbooks unable to connect with HSBC

I am constantly being told "oh, just use quickbooks, its really easy" or "oh, if you use quickbooks it can automatically do that". This is from several sources, including 3 qualified accountants that I have been working with to resolve some of the problems with quickbooks.

The key is that anyone who has told me quickbooks is really easy does not actually use quickbooks, or ends up saying "oh that part I don't really use so I don't know why that's not working". The more you use quickbooks the more and more you find it very difficult and not user friendly, with substantial embedded problems.

For example:

1) trying to put my VAT number on to the invoice template "why doesn't the VAT number display in the template when I have added it to the records? "Oh I don't know, you'll have to ask quickbooks".
2) Why is it calculating gross pay by default (obviously) incorrectly, when I can easily calculate it correctly? why do I have to work around this by assigning a single hour of work at a monthly rate? "Oh, you'll have to ask quickbooks"
3) Why does the pension sync not actually work? "Oh, my colleague is the expert on the pensions part of quickbooks. but you can ask quickbooks"
4) Or looking at the example of the person who was trying to sync his HSBC bank account with quickbooks. Everyone says "oh its easy, you can just sync your bank account with quickbooks". but when you actually look into it, it is very complicated, all the banks are different, and they probably all require different manual work arounds - as demonstrated in the post I replied to.

Bear in mind, all the quotes above are from ACA qualified accountants with some familiarity with quickbooks and you can easily surmise that quickbooks is NOT very easy to use.

 

Nadia Attura
Level 1

Quickbooks unable to connect with HSBC

I am having the same problems. I have an HSBC Business Bank Account and I am unable to connect to Quickbooks. I am unable to link via HSBC which does not list QuickBooks as a linkable software tool, although it does list Sage and other competitors. When I try linking HSBC via QuickBooks the only options are HSBC Personal account holders or HSBC Net, I do not have either of these. This is so frustrating. 

Any help please? thank you

GeorgiaC
QuickBooks Team

Quickbooks unable to connect with HSBC

Hi Nadia, thanks for joining this thread - HSBC Business accounts are supported, so you should be able to connect to this today - please open a new incognito window in your web browser to sign into QuickBooks, and then copy and paste HSBC Bank (UK) - Business Banking or the URL http://www.business.hsbc.co.uk/1/2/ into the search bar when selecting 'Link account' to connect. 👩‍💻

Francesbio
Level 1

Quickbooks unable to connect with HSBC

After trying all the suggestions on this thread I still can't connect to my Clydesdale Bank/Virgin Money account. I can complete the process at the bank end using both links, but when it sends me back to QB all I get is

 

"This account stopped syncing because there's a new way to connect it.

To fix this, go to the bank or account site in the window we open. Sign in, then return here. (350)"

 

So far I've tried using Firefox, Firefox Private Window, Chrome (newly installed), Chrome Incogneto, Chrome after clearing cache. Always get same error message.

Ashleigh1
QuickBooks Team

Quickbooks unable to connect with HSBC

Hello Francesbio, is it a new connection or a re-connection you are trying to do for Clydesdale bank account and Virgin Money bank account? 

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