I have been connected to my bank successfully for weeks. This week I cannot download any new transactions. No error is displaying. Authentication seems to work.

Hi sophie6

What bank are you attempting to update?

Hello,

Hi there, sophie6.

Thank you for posting here in the QuickBooks Community.

 I suggest doing a manual update to sync your transactions in QBO.

Here's how:

1. At the left panel, select Banking.
2. Select Update.

If the given steps above will not work, I recommend to  Sign in to your bank’s website to check. First, get the URL from QuickBooks:

1. Select the Banking menu at the left panel.
2. Select Add account( you just need the listed URL)
3. Search for your bank and select it.
4. Copy the URL listed on the page.
5. Sign in using your bank username and password and make sure you're using the one in QuickBooks.

If you already sign in to your bank's website:

1. Check your account page for messages, notifications or alerts.
2. Check your bank’s website about new security requirements.
3. If everything is good, go back to the Banking menu in QuickBooks.
4. For the bank account, select the blue tile.
5. Click Update.

You can check out to this article for more information and help you to fix specific download errors: What to do if bank transactions won’t download.

You can check out this article to help match and add your transactions: Add and match downloaded bank transactions [Video].

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Hi, I’ve done all these things a number of times. Still not updating but no error message. Any further ideas?

I appreciate your effort in following the steps provided above by my colleague, @sophie6. Since you don't receive an error message upon updating your bank, we can perform some troubleshooting steps on your browser if we can confirm that this is a browser issue. 

First off, let's log in to your QB Online account in an incognito window to determine if it's a browser issue. I recommend using Google Chrome as this browser works best with QB Online. Here's how:

1. Launch Google Chrome.
2. Press these keys together, Ctrl + Shift + N.
3. Log in to your QBO account. Then, try to update your bank. 

If it worked, this means it's a browser issue. Go back to the main browser, then clear cache. Otherwise, try another browser like Firefox, Internet Explorer, or Safari.

If none of these workarounds works for you, I'd suggest you contact us. Our Customer Care team can pull up your account to review the connection between your QB Online account and HSBC Business banking. They can also open an investigation if an issue is found, then add you to the affected users so you can receive updates about its status.

Feel free to write again if you need help with anything else about QuickBooks. We're always delighted to help. Cheers!
 

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@katherinejoyceO wrote:

I appreciate your effort in following the steps provided above by my colleague, @sophie6. Since you don't receive an error message upon updating your bank, we can perform some troubleshooting steps on your browser if we can confirm that this is a browser issue. 

 

First off, let's log in to your QB Online account in an incognito window to determine if it's a browser issue. I recommend using Google Chrome as this browser works best with QB Online. Here's how:

 

1. Launch Google Chrome.
2. Press these keys together, Ctrl + Shift + N.
3. Log in to your QBO account. Then, try to update your bank. 

 

If it worked, this means it's a browser issue. Go back to the main browser, then clear cache. Otherwise, try another browser like Firefox, Internet Explorer, or Safari.

 

If none of these workarounds works for you, I'd suggest you contact us. Our Customer Care team can pull up your account to review the connection between your QB Online account and HSBC Business banking. They can also open an investigation if an issue is found, then add you to the affected users so you can receive updates about its status.

 

Feel free to write again if you need help with anything else about QuickBooks. We're always delighted to help. Cheers!
 

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Thanks, I have already gone through these steps and it didn’t work.

Any other ideas?

Thanks

Hi there, @sr1962dl and @sophie6.

I appreciate you running some tests to resolve the HSBC Business bank connection issue. Since the transactions are not coming over, you can manually upload the bank data in QBO for now.

Meanwhile, checking the root cause of being unable to connect and download transactions requires tools, like screen sharing, that only our Phone or Chat support team has. They can also create an investigation ticket if there are other customers experiencing the same problem.

Here's how to get in touch with them:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

Keep me posted on how it goes or if you have other concerns. I'll be here to help you more if you have follow-up questions.