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lauralea
Level 1

I just created a new quickbooks online account, but it's not recognizing my bank account to connect. I know the login info is correct. Why might this be? Thanks!

 
3 Comments
AileneA
QuickBooks Team

I just created a new quickbooks online account, but it's not recognizing my bank account to connect. I know the login info is correct. Why might this be? Thanks!

Hello, lauralea. 

 

I'd like to know which bank you're trying to connect to QuickBooks. This will help me verify and check for any open investigation. 

 

In the meantime, Let's try to connect your account using a private browser to help us determine if this is a browser-related issue. To open access to QuickBooks using a private browser, you may use either of these shortcut keys.

  • Google Chrome, press CTRL  Shift N
  • Mozilla Firefox: press CTRL  Shift 
  • Safari: press Command Shift 

To start off, you can use an incognito window to access QuickBooks. Then enter the updated bank website URL. If your bank will appear in the suggested banks below the search field, you can continue the process. Then, go back to your regular browser and clear the cache. If not, you can use an alternative browser or you can request support for your bank. 

 

Here's how:

  1. Select Banking from the left menu.
  2. Click Add Account.
  3. Search your bank or use the correct URL when you log in to your bank's website.  
  4. If you’re still unable to find your bank, select Request support for your bank.
  5. Enter your bank's web address (URL) in the field provided, then select Request

You can also read through these articles for the detailed steps:  

Also, I've got these articles for reference:

Keep me posted if you have any other questions with connecting your bank to QuickBooks Online. I'll make sure to get back to you as soon as I can. Have a great week ahead.

lauralea
Level 1

I just created a new quickbooks online account, but it's not recognizing my bank account to connect. I know the login info is correct. Why might this be? Thanks!

Thank you for the thorough response! I'm trying to connect to Pinnacle Financial Partners. Right now, I'm having trouble even logging into Quickbooks--I login to a blank screen. So I think they might be having their own technical issues? All other websites are working and I tried on 2 browsers. 

IamjuViel
QuickBooks Team

I just created a new quickbooks online account, but it's not recognizing my bank account to connect. I know the login info is correct. Why might this be? Thanks!

I appreciate the additional information you've shared, @lauralea.

 

Currently, we have an on-going investigation about the login error when trying to connect the Pinnacle Financial Partners account with QuickBooks. Our product engineers are continuing to work on solving this unexpected behavior.

 

In the meantime, I'd recommend contacting our Customer Care team so you'd be added to the affected user's list. Just provide your full name, updated email address, and this investigation number: INV-52029.

 

On the other hand, here's how to contact us: 

  1. Sign in to your QuickBooks Online account
  2. Go to the Help menu.
  3. Select Contact Us
  4. Type your concern. 
  5. Click Let's talk.
  6. Select Get a callback.  

Once updates are available, you'd be notified through an email. The next update is currently scheduled for Wed Dec 02 00:07:00 GMT 2020.

 

On the other hand, we have limited expert support staff and reduced our support hours to 6 AM-6 PM PT Monday-Friday. You can browse this article to learn more about the different types of support we offer at Intuit and its availability: Support hours and types.

 

 

We appreciate your patience as we work through this. The Community always has your back and would also be happy to help with your questions as well. I’m just a few clicks away.

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