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HSBC aren't sending me a code to connect to Quickbooks

I've just signed up and tried to link my bank account but the bank hasn't sent a code. It looks like it's connected properly but no code arrives.

Thanks

9 REPLIES 9
Community Contributor *

Hi Rob, I'm having the same problem. Did you find a solut...

Hi Rob, I'm having the same problem. Did you find a solution?
QuickBooks Team

Hi Rob. Thank you for contacting Community. Unfortun...

Hi Rob.


Thank you for contacting Community.


Unfortunately we would require the code to be able to connect to your bank account and download the transactions. We are unable to maintain a permanent connection to your bank account for security reasons so we would require the same security information you use when you log into your bank online. This would usually be the pinsentry code that is sent by HSBC. It might be worth getting in touch with HSBC directly to see if they are having problems sending out their MFA codes.


Let me know if you have any queries. Or, if you'd like to go through this over the phone, you can call our dedicated team who will be happy to assist you. Our contact details can be found here along with our opening hours.




Not applicable

Re: HSBC aren't sending me a code to connect to Quickbooks

Hi Rob

We have a security fob that creates a unique 6 digit number every time we log in to our account online. You just need to use this number for the code number. 

Thanks

Gill

QuickBooks Team

Re: HSBC aren't sending me a code to connect to Quickbooks

Hello Rob,

 

As mentioned by user GILLSLEIGH1978, this code is the one you can generate on your pinsentry/security fob.

 

Thanks,

 

Talia

Highlighted
Not applicable

Re: Hi Rob. Thank you for contacting Community. Unfortun...

Coming to this thread late but I experienced the same problem. To me the problem is with the message that QB pops up with once you entered your online banking username and password for HSBC. The message says 'Enter the code that HSBC sent you' this is confusing as HSBC aren't actually sending you any code, it's down to the user to 'generate' a code using the pin sentry thing that the bank provides you with. Stating that you need to enter a code that is sent to you leaves the QB user thinking they can expect a text message or email from the bank... which never comes. Can I suggest changing the message? Perhaps just say 'Generate a code using your bank/HSBC security device' then it's very easy to understand what to do. Otherwise liking the QB experience, thank you.

QuickBooks Team

Re: Hi Rob. Thank you for contacting Community. Unfortun...

Thanks for your feedback Phosphene, we will pass this on to our banking engineers as the message could definitely be clearer in the product. Great to hear you are enjoying the QuickBooks so far. Any questions feel free to contact us at the Community

 

Thanks

 

Emma

Not applicable

Re: Hi Rob, I'm having the same problem. Did you find a solut...

so my problem is that supposedly I,m connecting the account, after introducing that code that I generate through the secure key, but Im not able to get the feed of my bank. Anytime I refresh, i am asked again to introduce a new code. Also, Ive been talking today for hours with quickbooks support and still didnt manage to solve this issue. The proposed solution according to support is deactivate the 2FA of HSBC. That also didnt work because I still have to introduce now a code in quickbooks site, and of course I cannot get anycode since I deactivated the secure key.

Please anyone going through the same? Its driving me crazy, and if I cannot sync the bank account with the app, its just useless.

Thank you all

cheers

QuickBooks Team

Re: Hi Rob, I'm having the same problem. Did you find a solut...

Hi @cireniasketches,

 

I'm here to help and provide assistance with your online bank connection.

 

Before we proceed, are you getting an error message right after you enter the security code? If so, I'd appreciate it if you could share the details of the error message.

 

For now, here are some steps I'd suggest you try:

  • Make sure you've connected the correct bank account in QuickBooks Online. It's best to search for the bank account via its email address instead of its name, which would show several entries.
  • Do you see a message that you can update to Open Banking? If so, that would explain why your bank feed isn't working. If the grace period given has expired, you'll need to update to the Open Banking connection so it will continue to work. 

In case you've already updated to the Open Banking connection and you're also an HSBC Personal customer, follow the steps below to generate a code to log in.

 

From the Mobile Banking app:

  1. Open the app and select "Generate security code".
  2. Select re-authentication, enter your Digital Secure Key password and Generate code.
    • Note: If you're a Touch ID user, cancel the logon prompt and select Generate security code, then use the re-authenticate tab.

Using your Secure Key:

  1. Turn on your Secure Key, then enter your Secure Key PIN.
  2. On the welcome screen, press the 3 buttons to generate a re-authentication code.
  3. The 6-digit re-authentication code will be shown on your Secure Key screen.

You'll find detailed steps on how you can update your Bank Feed connection to Open Banking in the link I provided. It includes answers to Open Banking FAQs.

 

I'll be around if you need further assistance. Don't hesitate to leave a comment below if you do, and I'll make sure to get back to you.

Not applicable

Re: Hi Rob, I'm having the same problem. Did you find a solut...

Hi there, thanks for your reply: I answer you point by point: 

 

'm here to help and provide assistance with your online bank connection.

thanks

 

Before we proceed, are you getting an error message right after you enter the security code? If so, I'd appreciate it if you could share the details of the error message.

 

I'm not getting any error message. I supposedly connect the bank account, but the transactions or the bank position is not updated from some few days ago. 

 

For now, here are some steps I'd suggest you try:

  • Make sure you've connected the correct bank account in QuickBooks Online. It's best to search for the bank account via its email address instead of its name, which would show several entries.
  • Do you see a message that you can update to Open Banking? If so, that would explain why your bank feed isn't working. If the grace period given has expired, you'll need to update to the Open Banking connection so it will continue to work. 

none of these are the issues.

In case you've already updated to the Open Banking connection and you're also an HSBC Personal customer, follow the steps below to generate a code to log in.

 

From the Mobile Banking app:

  1. Open the app and select "Generate security code".
  2. Select re-authentication, enter your Digital Secure Key password and Generate code.
    • Note: If you're a Touch ID user, cancel the logon prompt and select Generate security code, then use the re-authenticate tab.

Using your Secure Key:

  1. Turn on your Secure Key, then enter your Secure Key PIN.
  2. On the welcome screen, press the 3 buttons to generate a re-authentication code.
  3. The 6-digit re-authentication code will be shown on your Secure Key screen.

You'll find detailed steps on how you can update your Bank Feed connection to Open Banking in the link I provided. It includes answers to Open Banking FAQs.

 

anything of these applies. The last answer I got from the quickbooks support was that this is happening to other clients, and that they don't have an immediate solution. I would suggest to compensate us, since we are paying for an app that is not working for its main utility which is having it synched with the bank account.

 

Thanks for trying to help.