American Express (AMEX) users

Hi there,

What`s the update on this? This issue has been going on for 2 weeks now.

Do you have a timeline as to when this will be sorted?

Thanks

Hello DomoLdn, thanks for posting on this thread, We are currently aware of the frustration being caused by American Express connection and our engineers have developed a fix which should be rolled out next week. In the meantime please use manual transaction import using CSV as a workaround. Until it has been fully resolved thanks. 

Hi, we are now 2 weeks on from this post, I still can't connect. Any idea when it will be fixed please?!

Hi kerry@opus11even, thanks for joining this thread - our engineers have developed a fix and are working with AMEX to get the platform ready prior to rollout, the ETA for this is 21/10/2022. :)

Thanks Georgia, that's great news! :)

Hi Quickbooks team,

Can we get a proper update on this one? This week your team mentioned an ETA of today, but you now have a message in quickbooks saying Amex UK link will be under maintenance until 01/11.

What has changed between tuesday and today that made you push the date (again) by a week and a half?

Thanks

Hello, DomoLdn.

Yes, that's correct. Today is the day that the issue is supposed to be fixed. Our engineers have created a fix and are currently collaborating with Amex. However, the deployment of the fix has been delayed due to an event that occurred along the process.

Once the fix has been applied, we'll keep you informed. For the time being, I advise manually bringing your bank transactions into QuickBooks using a CSV file.

Here's how:

1. In QuickBooks Online, go to Banking, then select Bank transactions.
2. Click Upload transactions.
3. Select Drag and drop or select files and locate the file you downloaded from your bank. Then Continue.
4. In the QuickBooks account ▼  dropdown, select the account you want to upload the transactions. Then Continue.
5. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Continue.
6. Select the transactions you would like to import. Then Continue.
7. Click Yes.
8. Hit Done.

You can read this article for a comprehensive guide: Manually upload transactions into QuickBooks Online.

Once your transactions are in QuickBooks, you can match and categorize them to ensure they're in the correct accounts.

If you need anything else in QuickBooks, let us know. We're available to help you 24/7.

Hi, so the banner has disappeared from the top of my banking screen which got me excited, however I'm still unable to link to AMEX UK. Do we have a fix date for this please. I know I can manually upload but I'd prefer the link!'

Thanks

Hi there,

Any updates on this?

You moved the date once again. 

When will this be sorted? It has been more than a month now

I know I can manually upload the transactions, but as it is my main payment card is just not feasible to this every couple of days.

Hello DomoLdn, the latest update has already been sent to customers, this issue is is still being worked on soon as there is more updates we will inform our customers about it.  

Has this issue resolved now, please let me know.

Hi Akshu, it had been resolved, however now my AMEX connection only works when I disconnect and then first reconnect and doesn't update after that. I have done this a few times over the last week.....

Hi Akshu Bhatia What's the specific issue that you're experiencing with the AMEX connection?

It doesn't update. the only way to update it is to disconnect and reconnect but it only updates once and then I get an error code every time I click the update button after that

Hi Kerry@opus11even, thanks for coming back to us, what is the error code and message that your receiving exactly when you try to update the account? 

It says this alongside a red exclamation mark:

Something isn't working

Thanks for getting back to us Kerry, please can you try the steps on this article and see if it resolves the error 101 for you if not please reach back out to us again. 

Hi, I've tried all of these things ......

One of your guys helped me in the chat, we unlinked and re linked again and it worked then but not after, no further updates, that's how it goes.....

Thanks kerry@opus11even, if you're finding that transactions that have been posted in your bank are not showing in QuickBooks after 24 hours, please begin a chat with us on this link so that we can check the connection further in the background. Please also check that there are no rules set up which may be auto-adding the transactions (these would then be downloaded to the categorised tab, instead of the for-review tab on your banking page). 

Hi, just thought I would let you know that this is still ongoing. I have had 2 experts on the chat go through exactly the same things, they tell me to disconnect and reconnect and then hey presto the transactions are there! Surprise, surprise, I have been doing this for a long time! BUT after this they will not update and I have to go through this process every time. I was concerned that I will have duplicate/missing transactions, the person I was on a chat with yesterday told me that wouldn't happen as Quickbooks recognises transactions already downloaded, I tested this and it is not the case I had lots of transactions I then had to go thorough and exclude as they were there twice. It is a nightmare!!!

This really isn't good enough and I don't know what to de next!!!

Hello kerry,

I can see you've been performing the troubleshooting steps recommended by my colleagues. I want to ensure you're taken care of and get the information/solution you need right now. Since the usual troubleshooting doesn't work, we'd like to conduct an investigation.

I know you've contacted our Support Team several times. Still, we'd like to take this opportunity to reach out to our support one more time. The Support Team will be able to collect some information and escalate the case for further investigation. Go to the Help menu and select Contact us.

You can visit here anytime and post some of your concerns with QuickBooks.

Hi Sarahann , please could you tell me what I need to do to get the support I need. I now have a message that says I need to reconnect my account. I try to do this and all is fine with AMEX, however when it returns to Quickbooks it flashes up 'complete' with a green tick and then goes back to 'connecting' which then fails?

Hello Kerry@opus11 express, If you ring our support line on 0808 234 5337, the agent on the phone will be able to check in the back ground for you to see what exactly is going on and to why it will not stay connected for you so that the issue can then be fully resolved for you. The line is free from any UK landline or mobile and is open mon to fri 8am to 7pm.