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Downloading American Express transactions stopped working

Similar to another user I am no longer able to download transactions from my Amex CC. This worked for years and there were no changes on the Amex side (I checked) and no changes on the QB side either. I'm running the latest version of QB Desktop Pro 2019 with all updates installed.

 

When I try to do a Send/Receive with Amex then I get the following error after entering my password:

 

The account number for the specified account was not recognized. Please verify the account number, account type, and routing number in the Account list. If this problem continues, contact Technical Support for online banking. [OL-304]

 

I have no problems downloading transactions from other accounts (bank account, other credit cards, ...)

 

Any assistance would be much appreciated.

14 Comments
QuickBooks Team

Re: Downloading American Express transactions stopped working

Let me help you sort this out, @IJFK.

 

Error OL-304 happens if you have multiple user IDs/logins at your bank. Let me guide you in getting rid of this error.

 

You have two options to fix it:

  • Reach out to your bank and check if you can merge your accounts into one user ID/login.
  • Create multiple company files for each user ID/login for that specific bank.

Don't hesitate to click the Reply button below if you have other questions. I'm always here to help.

Not applicable

Re: Downloading American Express transactions stopped working

Thank you for the suggestion, but unfortunately this doesn't help. Like I had mentioned earlier, no changes were made anywhere (bank side, my side) when it suddenly stopped working 3 weeks ago.

 

I only have one login at American Express, although there are two accounts linked to that login. Again, this worked fine for years.

 

Two company files is not an option.

QuickBooks Team

Re: Downloading American Express transactions stopped working

I've checked our records to see if there's an open AMEX issue, IJFK. I haven't seen one same as yours.

 

My colleague's steps should have helped you fix it. However, we will not stop here. I want to make sure you'll get more support to resolve this. I suggest reaching out to our customer care support so an agent can take a better look at this. They might create a ticket to start an investigation which will be conducted by our software engineers. Here's how you can get in touch:

  1. Click Help inside QuickBooks.
  2. Go to QuickBooks Dekstop Help.
  3. Click Contact Us.
  4. Enter "Downloading American Express transactions stopped working" in the description field, then click Continue.
  5. Select either Message an Agent or Talk to a Specialist.

In the meantime, if your bank supports WebConnect, you can use this feature to manually import the bank transactions. 

 

Feel free to visit the Community if you need our help with other concerns. 

Not applicable

Re: Downloading American Express transactions stopped working

My Amex card downloading has been not working off and on for months. Now, it will only download transactions for the primary card member (me) but not for my wife's charges. I cannot find a way to post this directly as a question, so I'm doing it here. Something has been terribly wrong with the Amex downloading for months.

QuickBooks Team

Re: Downloading American Express transactions stopped working

Hello @john69,

 

You have the option to manually upload your credit card transactions so you can keep them tracked. I'm here to help you accomplish this.

 

Firstly, you can consider disconnecting and reconnecting your credit card accounts for Bank Feeds. This way, it'll establish a fresh connection and your transactions will be downloaded automatically. But please know that we don't recommend this process because it may result to duplicate records of your transactions once the connection is back.

 

Thus said, you have the option to manually upload your transactions. Know that you'll have to download your transactions directly from the website of your financial institution. Once done, here's how you can upload your transactions:

  1. Go to File.
  2. Select Utilities.
  3. Click Import.
  4. Select Web Connect Files.
  5. Find and open your download transactions.
  6. Click OK.

Additionally, here's an article you can read to learn more about uploading your transactions: Import Web Connect Files.

 

Lastly, I've also added this article that'll help you handle you downloaded transactions: Add and Match your Downloaded Transactions.

 

If there's anything else that I can help you with, please let me know in the comment section down below I'll be always around ready to help.

Not applicable

Re: Downloading American Express transactions stopped working

Manually uploading transactions is too time consuming, I purchased Quickbooks to make my life easier. Plus, it had worked in the past and stopped working for no apparent reason.

 

I was able to resolve the problem myself by disabling online services for the credit cards (there are two) and then re-enabling them.

 

Thanks for the attempts to help me, this issue can be closed.

Not applicable

Re: Downloading American Express transactions stopped working

I've been having the same problem with both my own file and with a client's company file, both using the desktop product.  Downloading transactions worked just fine and then all of a sudden stopped.  I have tried everything, to no avail, including deactivating and reactiving bank feeds for the account.  When connected to the Amex site to re-establish the connection, it wants to add an app and download to Quickbooks Online.  There does not seem to be an option for connection to the desktop products.  HELP!

QuickBooks Team

Re: Downloading American Express transactions stopped working

I've checked our records and there's no open investigation with AMEX, Ashworkz. Deactivating and reconnecting the account will help refresh the connection between Intuit and your bank.

 

Good work for doing some troubleshooting steps to fix the issue before reaching out to us. I want you to get the best help with your concern. I suggest contacting our customer care support so this will be investigated further. Follow my steps at the top so you can get in touch with an agent. 

 

I'll share this article on how to fix OL and OLSU Bank Feeds errors in QuickBooks Desktop as a future reference. 

 

If any other questions arise, please feel free to visit us at any time. 

Experienced Member

Re: Downloading American Express transactions stopped working

I'm having the exact same issue.   One AMEX sign in.  2 accounts linked to it.  Has worked beautifully for years.  all of a sudden I am getting the error message mentioned in the original thread message.   Beyond frustratrating, but will try removing and reenabling feed.   (I can log in fine to AMEX's site - no change to accounts, names, passwords, etc.) so yes it is a Quickbooks issue. 

 

Experienced Member

Re: Downloading American Express transactions stopped working

This may be a duplicate: I can't tell if it went thru or not.  Anyway:  having exact same problem as original poster:  one Amex account, linked to 2 cards, no changes to accounts, names, passwords, etc. - and access thru Amex website works fine.  Cannot download transactions - received same message as noted by original poster.  Very frustrating.  Clearly there is an issue - and it doesn't appear it's on Amex's side.   I will try deactivating & re-adding if it doesn't clear up in a day or two.

QuickBooks Team

Re: Downloading American Express transactions stopped working

Hi JDhavingdonethisforever,

 

I'd like to add some information regarding the OL-304 error. Let me share them with you to get you started.

 

While deactivating and re-activating your account works to some users, I suggest contacting our Customer Support first. This way, your account will be corrected. Let guide you on how to reach them.

  1. Click (?Help.
  2. Click Contact us at the bottom.
  3. Enter your question in the What can we help you with? field.
  4. Click Let's talk.
  5. Click Get a callback. Then, enter your information.
  6. Click Confirm my call.

You can refer to these articles for details about:

I've also added our page about banking and bank feeds for some help articles for your future tasks.

 

Please know that we're always here if you need help with anything else.

Not applicable

Re: Downloading American Express transactions stopped working

This issue has been going on for nearly a year now----any other company this would be unacceptable!  Quickbooks should be partnering with business owners and helping to make running a business easier.  It seems as the focus for Quickbooks is to not fix the issue but to add new things, that really how many owners are even needing/able to even look at since we are having to deal with this manual stuff!  Yet the prices for services keep being increased.  Quickbooks really needs to check priorities!  We have began looking into other software, and have not been recommending Quickbooks to others as we would have in the past. 

Experienced Member

Re: Downloading American Express transactions stopped working

How did you disable online services for Amex?  I can not find that...

QuickBooks Team

Re: Downloading American Express transactions stopped working

Good day, @caey262.

 

Let me guide you in disabling the online services for Amex in QuickBooks Desktop.

 

You can find the option by going to your Chart of Accounts page, then click the deactivate all online services.

 

To do this, I suggest to consult your financial institution for everything you've done about your accounts.

 

Here's how:

 

Step 1: Finish your online banking.

Step 2: Deactivate the Bank Feeds.

 

1. Go to List, then select Chart of Accounts.

2. Right-click the account you want deactivate.

3. Choose Edit Account, then go to the Bank Settings tab.

4. Select Deactivate all online services, then hit OK to confrm.

5. Tap Save and close.

 

Here's an article for more detailed steps and things to remember before you deactivate the Bank Feeds: Disconnect Bank Feeds for an account in QuickBooks Desktop.

 

Before deactivating Bank Feeds, you may need to read this article for future reference about matching and deleting the downloaded transactions: Add and match Bank Feed transactions.

 

If you need further assistance with the workaround, just let me know. I'm here whenever you need more help.

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