Client says bank is connected on their Quickbooks but not showing as connected on our side (authorised accountants)

Let's work through some troubleshooting steps to help you see the bank connected by your client, Charlotte.

This could be a temporary sync issue due to a browser-related problem or with your internet connection. We can start with a quick log out and log back in. If the issue persists, I suggest clearing your browser's cache to ensure the system will eliminate stored data that prevents your connected bank from displaying, and to start fresh. Alternatively, you can also use another supported browser for optimal compatibility with QuickBooks.

You can post anytime if you still have queries about your bank connection in QuickBooks Online. Please know the Community has your back, Charlotte. We're determined to help you in any way we can.

I have cleared the cache and tried through another browser but it's still not showing the bank as connected, this is the error we get:

I appreciate the details of the bank connection issue you encountered, Charlotte. Let me guide you on how to bypass the error and sync the connection seamlessly.

The error message you’re encountering is due to UK Open Banking regulations, which require you to reauthorize third-party connections, like QuickBooks, every 90 days to ensure security and privacy.

To reconnect your bank and resume transaction updates, follow these steps:

1. Go to the Bank Transactions page.
2. Click the dropdown arrow next to Link account and select Manage connections.
3. Find the bank you need to reconnect, then click the More icon and choose Manage consent.
4. Select Reconfirm, then click OK to complete the process.

If the issue persists after completing these steps, I recommend contacting our QuickBooks Online Live Support. They can review your account settings and provide additional assistance with reauthorizing the connection.

Additionally, checking in with Virgin Money's support team may also help ensure there are no bank-side restrictions or pending actions required on your account’s Open Banking consent.

Please don’t hesitate to revisit this channel if you have further questions or need additional help. We’re here to support you at every step.