I am trying to connect my Fidelity visa. After entering my login I am only offered retirement account numbers, not my credit card #--the login is the same.  Help?

Hi there, @jennleigh108. 

Thank you for reaching out to the Community. I am here to help you sort it out. After logging in to your portfolio, you'll see your credit cards listed: 

• Select your credit card 
• The Manage Money & Payments page opens with your Credit Card 

However, If you can't find your credit card account online, here are a few possible reasons: 

• Your Social Security number (SSN) and/or date of birth don't match between Elan's and Fidelity's records 
• Your account is hidden in your portfolio, view the accounts list, select Customize, and make sure the box is unchecked  

Thus, I recommend reaching out to our Customer support team, they have the tools to pull up your account in a secure environment and to determine what causes this issue. 

Also, I want to ensure your issue gets prioritized and addressed on time, thus I'll be providing this resource for the support hours. It contains the time on when the support is available, depending on your type of subscription. Just go to the QuickBooks section of this article for more info: Contact QBO support.     

Feel free to place a comment if you have more questions. I'll keep my notifications open. Have a great day!

Thank you for trying to help.  The problem I'm having is with Quickbooks not presenting me with my Fidelity credit card number as an option to connect (my credit card does appear as one of my accounts when I go to the Fidelity.com website).  Through quickbooks, all that is pulling up for options to connect are my retirement accounts.  Any advice? Thank you!

I'm having the same issue. I checked my portfolio and made sure they were unhidden. My Fidelity credit cards were connected previously in my account and I had to disconnect them because I got an error every time I tried to update the feeds. Now, they aren't showing up in my account, only my bank accounts. Was this issue solved? I can't find the answer or figure out this issue. Thanks!

Hi there, @myclosetrocks1.

Thanks for the details you've shared. I'd like to know what is the specific error message you've received when updating your Fidelity Credit Card.

When disconnecting your bank in the Banking, QuickBooks will delete the transactions in the For Review tab. If the transactions are older than 90 days. 

Please take note not to delete the bank account in the Chart of Accounts if there's an error when updating. You can manually click on the Update button or update the login credentials if there are changes you've made to your Bank website. I've added this article to know more about the things you need to do when there's a bank issue: What to do if you get a bank error or can't download transactions in QuickBooks Online.

As a work around, you can log in to your bank website and download your bank transactions as .CSV file. Then, go to QuickBooks and manually upload your file to the Fidelity Bank on the Banking page. I've added some screenshots to see how it looks like:

After manually uploading the transactions, I'd recommend contacting our QuickBooks Online Care Team. They have the tools to verify your account and check further what is the cause why you're not able to see the bank transactions in your Fidelity bank.

I've added this article for your future tasks when you're ready to assess your business financials: Reconcile an account in QuickBooks Online. This also contains sub-articles about matching and fixing reconciliation.

You can always tag my name below if you have other questions or share any updates after contacting our support team. I'll be here to help. Take care.

Thanks for the response! I have already contacted quickbooks help and they couldn't figure out what was causing the error so I went ahead and disconnected all my bank feeds. I successfully added back my bank account and it updates now with no error. When I go to connect my credit cards, they just don't show up as an option to add back to my bank feeds. I made sure the accounts weren't hidden in my portfolio on fidelity.com. I'd rather not have to manually upload all my transactions as I have had my credit cards successfully connected before. I just need to know how to access them through quickbooks desktop. Do I need to contact Fidelity about it? Thanks again!

Thanks for following up with the Community, myclosetrocks1. I appreciate your detailed information. That's great to hear you were able to reconnect your bank account and update it without encountering any error messages.
 

Each of my colleague's recommendations are valid processes for the bank feed issue you're experiencing; however, I noticed you said you're using QuickBooks Desktop (QBDT) and that the steps MarsStephanieL provided were for QuickBooks Online (QBO). That being said, I'd like to help you obtain the correct information for your product.
 

For downloading transactions, you can access your Banking menu and use Direct Connect. Most banks only sync the last 90 days of account history. If your login credentials have changed and need to be updated, they can be edited.
 

Here's how:

1. Deactivate the account.
2. Make any necessary changes.
3. Reconfigure your account's feed.

Additionally, you can download Web Connect files (.QBO) and import them into your books as a workaround while experiencing this problem.
 

In the event this issue continues not allowing you to see/connect all of your available accounts after entering your login information, you'll want to get in touch with our Customer Care Team. I understand that you've spoke with them previously; however, there's a few reasons I'd still recommend contacting them:

• They can access your account in a secure environment and conduct further research with you.
• With your approval and assistance, they're able to view your computer screen and get a better look at what's going on.
• If they can't identify what's causing your bank feed problem, they'll create an investigation ticket for our Product Investigations Team and sign you up for email updates.

I've reviewed our ongoing/solved investigations and can confirm there's currently no records about subscribers experiencing problems while using our Bank Feeds feature to connect with their Fidelity accounts. Thus, reaching out to our Customer Care Team will be the best avenue if the issues persist.
 

They can be reached while you're signed in:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
   
4. Hit Continue.
   
5. Select We’ll contact you for callbacks or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

I've included an extensive resource about troubleshooting errors with bank feeds that may come in handy moving forward: Fix OL & OLSU Bank Feeds errors

Please feel more than welcome in sending a reply if there's any additional questions. I'll be here to help. Have a great day!