My accounts won’t update - not sure why???

Hello there, @jirsakinvestment.
 

Thank you for posting in the Community. I'd be happy to help you to get this taken care of today.

Are you trying to update your bank or credit card account? May I know what's the name of the financial institution you're trying update? It can help me check if we have a reported issue related to your concern. 

If you're referring to a bank or credit card account, we can try some basic troubleshooting steps to update it. Let's start with updating your bank account manually. It refreshes the connections between the bank's website and QuickBooks.

Here's how:

1. On the left pane, click Banking.
2. Select the credit card account from the Bank and Credit Cards drop-down menu.
3. Click the Update button. Please run the update around 3-5 times to build a stable connection.

If you get the same result, let's verify if you can log in to your bank's website through the URL that it has provided for online banking. Make sure you're using the same URL in QuickBooks Online.

Here's how:

1. On the left pane, select Banking. 
2. At the top left, select Banking. 
3. Select Add Account. 
4. Search and select your bank from the list. 
5. Click the login URL for your bank's website posted at the top of the window 
6. Log in using your bank username and password
7. Verify that you are able to access your account through this linked website. Log in and confirm that you can see your account summary, account history, and account details without any errors.

Once you verify that you can connect to your bank's online website, try to update from the Bank Feed again. If the issue persists, I recommend following the additional solutions found in the article below. Please go directly to steps 3 and 4. 

• Fix online banking errors in QuickBooks Online

By following these steps, you can smoothly update your account in QBO. You can also call our Customer Care team for assistance. They can run a screen sharing session to check what's causing this and help you further. 

Here's how you can reach them: 

1. Go to https://help.quickbooks.intuit.com/en_US/contact.
2. At the top right, select your QuickBooks version.
3. Select a topic.
4. Click on the Get Phone Number or Start a Message button.

Please let me know how these steps work out for you. If you're referring to something else or if there's anything else you need help with QuickBooks, don't hesitate to post again here in the Community. I'll be happy to help you out. 

Hi,  I'm having the same issue.  I understand how to update balances.  It's not working for one account.  It shows the account was last updated 11/25/2019.  All other accounts show they are current.  Per instructions, when I try to add a new account, I go through the connection and account verification process, I continually get the attached error message.  It never works.  This is intensely frustrating.  Why is this so difficult?  

This isn't the kind of service we want you to experience, @paulkludt.

Let me help you get through with this by following some recommended steps provided by our engineers. For the account that isn't updating, this can be caused by cache-related issue.

Too much stored data file may lead to unusual behaviors in QuickBooks. To clear this out, let's perform some basic troubleshooting steps. Try to open QuickBooks using an incognito or private browser to see if you're able to update your bank feeds.

Here's how:

•   Google Chrome: Press CTRL + Shift + N.
•   Internet Explorer: Press CTRL + Shift + P.
•   Safari: Press Command + Shift + N.
•   Mozilla Firefox: Press CTRL + Shift + P.

If it works, go back to your main browser and clear its cache to remove the browser's history. I also recommend using other supported browsers. This can be a temporary issue with the browser that you're using when opening QBO.

You can also manually download your latest transactions if you can't find it in QBO.

We can also address the banking error that you've received when trying to add a new account by checking this article: Errors Connecting a Bank.

If you ever need assistance working within the program, let me know by leaving a comment. I’ll be glad to help. 

Hi,

I tried using the Incognito and I got the same result.  I spoke with a rep, and they walked me through a couple of other steps....First, we tried using a different browser, then we tried clearing the browser cache.  Neither worked.  I was told there's an existing, known issue with the feeds between QB and Citibank that were documented in mid-October, but the issue is currently not resolved.  I am being kept in the loop on any updates.

Thanks for getting back and adding more information with your concern, paulkludt.

I've checked and verified that there's an issue when connecting Citibank to QuickBooks. We have alerted our banking engineers about it. Rest assured, we're working to get this fix as soon as we can. Please consider contacting our specialist to add you as one of the affected users.

I can see that you've called them already. However, if you haven't added to the notification lists here are the steps on how to get in touch with them.

1. At the upper right corner, click the Help icon to see the Contact us button.
2. Then, hit the Contact us button at the bottom part.
3. Add a short description of your concern by entering it inside the What can we help you with? box something like " Bank Feed won't connect to Citi Card Account " .
4. Click the Let's talk button (green one).
5. Select Get a callback to talk yo our specialist.

Visit us again if you have more something to ask about QuickBooks. I hope you're good today!

Worst service ever. Same issues. The chat option isn't easy. The callback says 25 minutes. If it weren't for being so ingrained with QBO, i'd move it to some other software.

Thank you for joining this thread and providing some feedback, @TheDesignLab.

I want you to know that your voice matters and I understand your desire to speak with our phone support right away. Since it's tax season, we typically have a high volume of calls. This is why it takes a longer time to get in touch with them.

For now, you can manually update your bank to add the latest available transactions in QuickBooks. Here's how:

1. Go to the Banking menu.
2. Click Update.

This updates all of your bank and credit card accounts. If you see a message about additional authentication, follow the onscreen instructions.

Feel free to keep working during the update. You’ll get a notification when the update finishes. 

If there's anything else I can do for you, please let me know. I'll be around to help you.

My account is doing the same thing. I have chatted with customer service twice in two weeks and they still cannot figure out what's going on. Has there been any updates to why only one account will not update? All my other accounts update with no issues. All my accounts are with one bank so I don't think it's an issue on the bank side. 

Thanks for joining us here, mdixon55.

Can you tell us the name of the bank that's connected in QuickBooks? I just want to make sure if there's an open investigation about it and provide you the right information. 

In the meantime, please follow the steps that are shared in the earlier replies. This includes logging in using an incognito browsing session and manually updating the bank.

You can also download a CSV copy of your banking transactions. Then, import it to QuickBooks Online so you can categorize them. Please use this article as a guide for the entire process: Import bank transactions using Excel CSV files.

Please add a reply below if you want to share more details or if you need anything else. 

It is Capital One. Both QB customer service reps walked me through multiple troubleshotting including icognito. None of the troubleshooting methods have worked. Currently I am using the Excel CSV upload method. I work for multiple companies so it is a bit frustrating that I have to do this only for one. 

Hello there.

Unfortunately I have a same problem with my BMO (Bank of Montreal) credit card. All my other accounts (all BMO) update with no problem.

Do you have an update on this issue and how  can it be fixed ?

Thank you

MV

Hello, MV41. 

I've done the research and checked with our engineering team, there's no reported issue where are unable to update your Bank of Montreal in QuickBooks Online. To isolate this case, let's logging in using a private browser. Here's how:  

• Google Chrome: press Ctrl + Shift + N 
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N 
• Microsoft Edge: press Ctrl + Shift + P      

Once logged in, and able to update manually. You need to clear the cache of the regular browser you're using. You can also do this task on other supported, up-to-date browsers. Clearing the cache will refresh the system, and you'll be able to work with clean trash.  

You can refer to this article on how to manually update your bank account in QuickBooks Online: Download the most recent bank and credit card transactions in QuickBooks Online. 

You can get back to me anytime you have additional questions in QuickBooks by posting your response below. I'll do whatever it takes to ensure your concerns are addressed. Enjoy the rest of your day.