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I keep getting this message. "Something unexpected happened and we couldn't connect to your bank." Nothing has changed.

 
14 REPLIES 14
QuickBooks Team

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

We haven't received any cases similar to yours, Sansom2019.

 

We will isolate this issue. To start with, open QuickBooks Online using a private browser. This is the best place spot web issues.

 

If you're unable to get the same error message from there, go back to your regular browser, then clear the cache. It's important to clear them out. This will help avoid web issues.

 

In addition, using a different browser resolves issues like this (Google Chrome, Internet Explorer, or Mozilla Firefox).

 

Please keep us updated after trying these steps. We're just around. 

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

"Something unexpected happened and we couldn't connect to your bank.

Try again in a few hours. (101)"

This happens in incognito on Chrome. I have cleared the cache and both Safari and Chrome have the same error message and code. This has been going on since Friday now.

QuickBooks Team

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Hi Sansom2019,

 

Aside from the steps you've tried, you can also log in to your bank account outside QuickBooks. Then, check to see if there are maintenance updates. If there's none, you can download your transactions in any of these formats:

  • Comma-Separated Values (CSV).
  • Quicken (QFX)
  • QuickBooks Online (QBO)
  • Microsoft Money (OFX)

After downloading, you can upload them to the Banking page and add them to your books. In this way, you can keep your records updated while waiting for a solution.

 

I would also recommend contacting our Phone or Chat team to check this further. They can do a screen-sharing session to see your setup and to gather more data on this issue.

  1. Click on Help and choose Contact Us.
  2. Enter a summary of the scenario and click on Let's talk.
  3. Choose from Chat or Get a callback.

We're just around if you have other questions.

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

It turns out that http://www.ybonline.co.uk/ no longer allows third party connections and is an old URL which has been discontinued by Yorkshire bank.

 

The new one is https://apps.cybonline.co.uk/ but you can't add this as it is always followed with some kind of personal identifier such as https://apps.cybonline.co.uk/cyb/authenticate/yb?client_id=yb_web&response_type=token&state=30dfe15f...

 

So not sure how this can be sorted, but this is really annoying if it cannot be rectified. QB will need to find out a new access address as the old one won;t work for anyone now. 

Moderator

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Allow me jump into this conversation, Sansom2019.

 

I've got a few details to share with you about Yorkshire bank connection with QuickBooks Online (QBO) UK.

 

We're aware of this issue and our engineers are working hard to add the Yorkshire bank's new URL for online banking. In the meantime, I suggest uploading your transactions by following the recommended steps provided by my peer, JessT.

 

For now, you may want to contact our QuickBooks Support Team to receive updates on this. When you do, provide this escalation number: INV-20692.

 

Here's how to  get in contact with them:

  1. Go to Help.
  2. Click on Contact us.
  3. Enter your question or concern and click on Let's talk.
  4. Choose either Chat or Get a callback.

From there, one of our agents will be able to pull up your account securely and add you to our notification list.

 

I appreciate your patience and understanding. Let me know me know if you have further questions. I'm always glad to help.

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Thank you, just so you are aware Yorkshire Bank doesn't currently offer downloads of statements in any format other than PDF which means I can't upload to quickbooks that way either.

 

Thank you

 

Andrew

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

I am getting the same message for our Wells Fargo account.

 

Currently, we are even getting it from two different users and different browsers - trying to reconnect to the same bank account.

 

Tried it a couple of times on different days.

Not sure what else I can do.

 

Btw, I am having trouble contacting your live support because - even for the chat - I am asked for my phone number and the form only accepts an American phone number. I am in Germany and only have a German phone.

 

Thank you,

Kerstin

Moderator

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Hi, KerstinCIW.

Thanks for looping in. I can help you with connecting your Well Fargo's account in QuickBooks Online.

 

Are you getting any error code while to trying to connect your bank? If so, running a manual update is a good start when comes to fixing banking errors in QuickBooks Online.

 

Here's how:

 

  1. Select Banking from the left menu.
  2. Select the account you want to update, then click on the Update button in the upper right-hand corner.
  3. If prompted, enter your pin code/login credentials (this must be done within 2 minutes of the screen appearing) and then click Continue Update.
  4. You will receive a notification when the update is complete, and if successful you will see that the date of last update and total number of transactions have changed.

If the problem persists, you may want to log into to your bank's website through the URL the bank has provided us for online banking.

 

  1. Select Banking from the left navigation menu.
  2. Select Add account at the top right of the Banking screen.
  3. Search the name of your financial institution.
  4. Under results, select the bank.
  5. At the top of the window, click the link for the bank's website.

    z.PNG

  6. A new window will open for the bank's website. Make sure you can access the accounts through this site by confirming you can see the account summary, account history and account details without any errors.

You can get details steps and information in this article: Fix Online Banking Errors in QuickBooks Online. If you still can't connect your account, as a workaround, you can manually bring the transaction into QuickBooks Online using our WebConnect feature.

 

Also, the following articles are good references:

 

For additional help, you can also reach out to our QuickBooks Online Support.

 

Let me know how it goes by leaving a reply below. I want to make sure your account is connected.

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Hi Rose,

Thanks for your reply! And sorry that I am writing here seemingly in the wrong forum (UK rather than US).

 

We have three bank accounts at Wells Fargo (all in one online banking) connected to our QuickBooks online account. Because one person left our organization, her online banking access that we used for that connection was cancelled. So, now, when clicking on Update under the Banking tab I get the error that the accounts are no longer connected and I should reconnect them.

 

I then click Reconnect, I go through all the steps, enter the login information for the new online banking access at Wells Fargo, solve the Captcha, enter the code that's being sent, get to choose the accounts that should be connected, accept the terms, click submit or whatever it says there. Then, it says Reconnecting or some such, and then I get the error above:

"Something unexpected happened and we couldn't connect to your bank account. Try again in a few hours."

 

I have tried that many times on different days, and it keeps happening.

 

We even created a new user and tried it from there on a different browser. Same result.

 

Don't know what else to do.

 

Any advice?

 

Thanks a lot,

Kerstin

QuickBooks Team

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

I can see that my colleague has already provided the steps to resolve this, Kerstin. 

 

We wont stop there, and I want to make sure you get more support to resolve this. I'd suggest contacting our customer care support so an agent can help you reconnect the bank account. Here's how:

  1. Click Help inside QuickBooks Online.
  2. Select Contact us.
  3. Enter "Something unexpected happened and we couldn't connect to your bank account. Try again in a few hours error when reconnecting bank account" in the description field, then click Let's talk
  4. Select either Start messaging or Get a callback

In the meantime, aside from WebConnect, you can import bank transactions using an Excel file

 

If anything comes up, you can always visit the Community. We'd be happy to help you. 

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

I have received the error message 101 for an entire month now with QuickBooks online, not syncing with our local credit union. 

I have done all of the tips & tricks that the QuickBooks reps have asked me to do. I have spent hours on the phone with QB as well as my credit union.

I know I can do the manual update, but I am wondering how long it takes for this to be resolved. 

QB has told me it is in the hands of my credit union, my credit union has told me it is in the hands of QB. 

Help!

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

The way I was finally able to resolve this was by disconnecting our bank accounts and then reconnecting them from scratch.

Not applicable

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Thank you for your input.

Unfortunately, I did that, and now my accounts will not reconnect.  

 

Moderator

Re: I keep getting this message. "Something unexpected happened and we couldn't connect to your b...

Hi smallbusinessowner,

 

The connection between QuickBooks and your financial institution will depend on the connectivity and configuration from your bank's website. If the connection is still unavailable and you already contacted support, you can manually upload transactions via WebConnect.

 

However, please know you can only download the data if your bank supports the specific file formats. To check the complete list and detailed instructions on how to upload them, visit this article:

 

Manually upload transactions into QuickBooks Online.

 

In case the connection gets back after uploading data manually, I recommend excluding added transactions through these steps:

 

  1. On the left navigation, go to Banking.
  2. Choose an account.
  3. Click the For Review tab.
  4. Put a check mark on the transactions you want to exclude.
  5. From the Batch actions drop-down, choose Exclude Selected.

Check out this screenshot for your visual guidance:

 

Please know I'm always available here to help you succeed with connecting your account in QBO. Wishing you all the best.