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J
jjeh102
March 22, 2020
Question

First Direct connection issues

  • March 22, 2020
  • 5 replies
  • 1 view

Hi community,

 

I looked for a thread on this issue but can't find one.

 

My First Direct feed to Quickbooks is driving me slowly mad. Every day for the last couple of weeks QB requires me to input my special word and auto-generated passcode to access my feed. This seems like a recent issue. 

 

Is there a fix for this to give a more permanent connection. For example, am I missing a trick with Open Banking?

 

Any help greatly appreciated.

 

Jeff

    5 replies

    BettyJaneB
    BettyJaneB
    Level 9
    March 22, 2020

    Glad to have you here in the Community, @jjeh102.

     

    You've got me here to share some insights about the security requirements that you've been through when accessing you bank feeds.

     

    QuickBooks is compliant with the new legislation through Open Banking. It allows customers to share their financial information electronically, securely, and with permission that is confirmed every 90 days. This can be the reason that you're required to input my special word and auto-generated passcode to access your feed. 

     

    To get this issue sorted out, you may check out the link attached to verify if your bank supports this feature already since it has been effective starting March 2020: Understanding if you can upgrade your bank feeds to Open Banking.

     

    To give you the complete details what Open banking is all about and on how does it work in QuickBooks Self-Employed, please visit these articles below:

    Let me know if you have any other questions. I'll make sure you're all set. Take care, Jeff.

      R
      RY- Cambridge
      April 3, 2020

      I've had the same issues with having to use the 'Update' button, then having to access my bank feed by entering my First Direct password and key-pad generated number. It first happened around the 4/5th March, but I resolved it eventually by disconnecting, and then re-connection the 2 FD accounts I had linked to QB.

      The QB help 'chat' mentioned 'Open Banking' issues with FD being a probable cause, but FD are fully compliant with this as far as I know...The same thing has just happened again today (3rd April), and despite clearing my cache, the 'Update' button just gives the message to 'try again tomorrow'......

      Getting v.frustrated.  :(

        MaryLurleenM
        MaryLurleenM
        Level 6
        April 4, 2020

        We don't want you to feel that way, RY- Cambridge.

         

        You'll want to check with First Direct Bank if they have an ongoing bank maintenance, or a system upgrade.

         

        Sometimes bank connectivity issue is due to bank's maintenance which hinders the connection with QuickBooks Self-Employed.

         

        I also recommend reaching out to our QB Self-Employed support so they can check your account.

         

        1. Sign in to your QuickBooks account.
        2. Select the Help (?) icon.
        3. Scroll down to select the Contact Us button and follow the prompts.
        4. You will be able to request a callback or start a live chat with an expert.

         

        Note that we have limited staff due to COVID-19, here's our available support hours.

         

        I'll be here if you have other questions.

          J
          joesharps
          April 6, 2020

          I too am having the same frustrating connection issues with First- Direct. 

            R
            rossholmes
            April 8, 2020

            I am getting the same issues and phoned FD, they said it was a Quickbooks Issue although Im not convinced the lady I spoke to was at all sure what Open Banking is.  The weird thing is that on my phone when I log into my FD accounts and look at the Open banking tab it says under Account Information Sharing....

            Active - No Authourisations

            Inactive - Intuit Ltd

            When I click on Inactive it shows...

            Access Started 26/09/2019

            Access Expired 25/12/2019

             

            So it obviously worked at some point but not sure how to re-instate ?

            R
            RaymondJayOQuickBooks Team
            QuickBooks Team
            April 8, 2020

            I appreciate you for providing on-point details about the banking access you have with your FD accounts, @rossholmes. Rest assured that I'll share the information about this bank connection issue. 

             

            We want to make sure we're compliant with the new Open Banking regulations. With this, there are no changes to your existing connection. For more details, see the First Direct section through this article: Understanding If You Can Upgrade Your Bank Feeds To Open Banking. 

             

            As for the re-instating the FD connection, the investigation (INV-43299) about this is still in progress. I assure you that our product engineers are actively working to resolve this disruption. I'd suggest contacting our Customer Care Team so you'll be added to the notification list. They can send you the investigation updates via email. You can also refer to the steps provided by Rasa-LilaM above on how to get in touch with them. 

             

            Once Open Banking connection is available for First Direct, you'll see a banner on the Banking menu. You'll also receive an email from us that contains the steps you'll have to perform to complete the update. For more information, check out this article: Upgrade Your Bank Feed Connection To Open Banking. 

             

            You can count me in if there's anything else you need. Take care always, @rossholmes.

              C
              cmray
              April 24, 2020

              Same problem here. Since the ease of connecting bank accounts was my reason for subscribing to QuickBooks this is very frustrating.  And First Direct DOES support Open Banking: https://www1.firstdirect.com/banking/ways-to-bank/open-banking/

                Lee Mowlem
                Lee Mowlem
                May 15, 2020

                Still ongoing issues on March - 15th May 2020.... Pulling my hair out as QuickBooks say its a First Direct issue and First Direct say its a QuickBooks Issue! There are three Security Codes required by First Direct after you add your Memorable word. "Logon", "Transaction" and "Re-Authentication" Security Codes. If you use the normal "logon" code ( which times out after 30 seconds ) its a one time only connection - hence why we all have the faff to do it every time we log into QB. 
                I just wish someone would identify the issue and tell us what to do! We are paying for a full service after all and it shouldn't be down to us, the customers to find out the solution. Narked off!

                A
                Ashleigh1
                Level 14
                May 15, 2020

                Hello Lee, 

                 

                Welcome to the Community page, 

                 

                This is how the First direct bank works, they have more security in place for their customer so that each time you log in, you have to put the security details in, it is on the bankside, not ours. There is no way of changing this either. 

                 

                C
                cmray
                June 11, 2020

                Hello Cmray, 

                 

                Welcome to the Community page, 

                 

                So first direct bank has just come onto open banking on Quickbooks, So you will now be able to link your bank account in Quickbooks and get the automatic transactions though. We have had no reports of any customers having issues trying to reconnect to the new feed. 


                That's not correct. I cannot connect today having been able to connect a month ago. The information with the investigation code was given to me TODAY

                R
                RF8
                June 12, 2020

                I'm also having these issues. I'm having to reconnect First Direct every time I open QuickBooks.

                 

                I really hope QuickBooks gets to the bottom of this soon rather than continue to make excuses. I have no issues connecting First Direct to other services via open banking. I'll be closing my QuickBook account if it persists

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