Can't reconnect Santander bank account to Quickbooks self-employed - web page shows javascript errors

Quick update... still no live chat response 1.5 hours after an agent supposedly joined the chat. Any chance of a discount to make up for poor level of customer service? (I suspect not).

I appreciate your time reaching out in the Community for assistance, @dan145. I’m here to help resolve this and provide some info about our support service.

Since you’ve already tried linking your Santander bank account in different browsers to no avail, I recommend visiting your bank's website or contacting your bank provider to check if there’s ongoing system maintenance or updates. Please know that any changes made by your financial institution may break or affect your QuickBooks connection.

If there’s no notification concerning this, try the Connect bank option under your settings to reconnect. If the same thing happens, you can contact our banking team to review the connection process for you. Our representatives have enough tools to check this further and help you find more solutions.

Moreover, our support is only available from Mondays to Fridays, 8:00 AM to 10:00 PM. Then, 8:00 AM to 6:00 PM every Saturday. You can contact them during these hours to ensure you’ll get assistance quickly. Then, follow the outlined steps below:

1. Click the Assistant menu.
2. Type in "Talk to a human" and then "Reconnection issue" in the next field.
3. Hit the I still need a human button.
4. Choose to Message an agent for a live chat or Get a callback from the next available expert.

I can see how this situation impacts your QuickBooks experience, especially our support service. Sometimes, we received high call and chat volumes. Thus, we occasionally have an extended wait time to accommodate all our customers effectively.

You might want to create and utilize rules to reduce the amount of time in managing and categorizing your business transactions in the future. It helps speed up your review process while ensuring events are matched.

Our customers’ satisfaction is our top priority. If you have any other concerns besides linking your account, just let me know. I want to make sure everything is taken care of. 

Hi @MadelynC, thanks for your suggestions.

I finally managed to get support via live chat after a couple of hours and have now resolved the issue.

They suggested I try connecting via the 'Connect Bank' link in my account settings, rather using the 'Renew your connection' link on the 'Transactions' page (as reconnecting that way doesn't work). So my bank is now connected again.

Please note that the information you provided about operating hours for support is incorrect. As it states in the QB assistant agents are also available on Sundays 8am to 6pm.

You also mentioned that it would be possible to request a callback. Is that the case for Quickbooks Self-employed customers? I thought phone support wasn't available to us. If it is possible to get phone support that would be very useful to know for future enquiries.

I do still have an issue you may be able to help me resolve. The Quickbook Android app isn't working for me. The issue is as follows:

1) I launch the app

2) I enter my email address and click 'Sign in'

3) I enter my password and click 'Continue'

4) On the 'Let's confirm it's you' screen, if I click either 'Send me a text message' or  'Send me an email' I get the following error message:

Error Occurred
Server Error: 'INVALID_ARGUMENT',
Detail: 'Missing required argument: authContextId'

Any help with this would be much appreciated.

Many thanks,

Dan

I'm happy to hear that your initial concern has already been resolved, @dan145.

I want to extend my help further by assisting you with your other concerns about using QuickBooks App on your Android device.

To start, I recommend performing mobile troubleshooting steps. This way, we can eliminate common errors while using the application. In this, we can uninstall and reinstall the application to enable you to log in to your account using your mobile device. Here's how:

To uninstall:

1. Hold or long-press the QuickBooks Self-Employed icon.
2. Click on the (x) and select yes to uninstall.

To install:

1. Go to the Play or App store.
2. Search for the QuickBooks Self-Employed app.
3. Click on Install.

Additionally, my colleague MadelynC is correct about the option to get a callback from our support if you ever need additional assistance in the future. That said, you can follow the steps she added above by logging in to your QBSE account on a web browser. I also added a screenshot for visual reference:

Once sorted out, here's a helpful resource you can look through to learn more about putting the transactions to the correct line of your Schedule C in QBSE: Categorise transactions in QuickBooks Self-Employed.

Should you require further assistance, please drop by and post them here. Have a good one!