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Intuit
5 helpful votes

Fix Online Banking

Learn how to fix issues when using Online Banking in QuickBooks for Mac.

Bank Feeds lets you import bank and credit card transactions from your Financial Institution to your QuickBooks register. It helps you match transactions when doing account reconciliation. If you encounter an issue, don’t worry. We’re here to help you.

Here are the common online banking issues with ways to resolve them.

Note: Before you proceed, back up your QuickBooks company file and make sure you meet the following requirements:
  • No: Connect to the Internet to download online banking transactions.
  • Yes: Verify your Firewall and antivirus settings then Continue.
  • No: Verify your account information with your bank. Ensure that they’re not experiencing any outages.
  • Yes: Continue.
  • No: Verify your account information with your bank. Ensure that they’re not experiencing any outages.
  • Yes: Continue.

Fix online banking issues

Here are the solutions to help you solve online banking issues. We recommend following these in order, yet, if it doesn’t resolve the issue, proceed to the next one.

This solution will help you identify if the issue originates with your bank or your bank's servers.

  1. From the File▼ drop-down menu, select New Company.
  2. Enter a name for the test file, then Save.
  3. Fill out the required fields in the Create New Company wizard, then select Finish.
  4. Add the account that was experiencing issues to the Chart of Accounts.
  5. Set up Online Banking for that account.
  6. Select Download transactions.

If you receive the same error message, then there’s a problem with your bank. Verify your account info and check for server outages with your bank. If they can’t identify any server, account, or connection issues, proceed to Solution 4.

If there’s no error message, then the problem is not with your bank. Proceed to solution 2.

This solution will help you determine if the issue is related to your account setup.

Important: Before you perform the following steps, match all transactions and clear all pending.
  1. Edit the problem account.
    1. Go to Lists and select Chart of Accounts.
    2. In the Chart of Accounts window, Edit the problem account.
    3. At the end of the account name, add an asterisk (*).
    4. Select Online Settings. From the Download transactions▼ drop-down menu, select Not Enabled.
    5. Select OK.
  2. Create a new account.
    1. Go to Lists and select Chart of Accounts.
    2. In the Chart of Accounts window, select the + icon.
    3. In the Account type▼ drop-down menu, select Bank.
    4. Enter the original name of the account without the asterisk (*), then select OK.
  3. Close and reopen the company file.
  4. Merge the accounts.
    1. Go to the Chart of Accounts, then select the account with the asterisk (*).
    2. Select Edit.
    3. Remove the asterisk, then select OK.
    4. On the dialog box that appears, select Yes.
  5. Set up Online Banking, then download transactions to the merged account.

If you receive the same error message, this means that the problem is not with the account.

Note: If you can't edit or merge an account, there might be some damage in your file. Get help in fixing data damage.

This solution helps determine if the issue originates with one of the other accounts in your company file.

  1. Go to Lists and select Chart of Accounts.
  2. In the View▼ drop-down menu, select All Accounts.
  3. Deactivate online services for each account.
    1. Select an account, then Edit.
    2. Select Online Settings. From the Download transactions▼ drop-down menu, select Not Enabled.
    3. Select OK twice.
  4. Close and reopen the company file.
  5. Re-activate Online Banking.
Important: Close your QuickBooks before you proceed.
  1. Save the QuickBooks Desktop 2019 fidir.txt file on your Desktop. To save, hold the Control key when you select the link.
  2. Move the old fidir.txt to the Trash and empty it.Location 1
    1. Hold the Control key. From the Finder▼ drop-down menu, select Go, then Library.
    2. Go to Application Support/com.intuit.QuickBooks20XX/Downloads.
    3. Drag the fidir.txt file to the Trash.

    Location 2

    1. From the Finder▼ drop-down menu, select Go, then Applications.
    2. Hold the Control key, then select your QuickBooks version.
    3. Select Show Package contents.
    4. Go to Contents/Resources.
    5. Drag the fidir.txt file to the Trash.
  3. Paste the new fidir.txt file in both locations (Downloads and Resources folder).
  4. Import the web connect (.qbo) file.

Your bank can resolve majority of online banking issues.

Important: An Identity Confirmation Request may be required after you install a new version or update of QuickBooks. Most banks require this before accessing data from the PFM (Personal Financial Management) software.

For more details about the bank security requirements, log in to your bank account outside of QuickBooks and check your Message Center or Notifications inbox. You can also contact your bank for instructions.

  • Banks have a support channel. All United States and Canadian financial institutions that support QuickBooks Online Banking have an escalation path to the Online Connectivity Group.
  • When you contact your bank, speak with a bank representative familiar with QuickBooks Bank Feeds. Ensure that your account/s are activated for the services you require for QuickBooks.
  • If the issue is still unresolved, ask the agent to escalate the case and have a case number.

At this point, if the issue is still unresolved, contact Support to assist you with this solution.

 Important: Collecting log files help identify the origin of the connection failure. Our support agents need to validate the log files and determine the next step to take.
  1. Hold the Option key. From the Help▼ drop-down menu, select Product Information.
  2. Select the Enable OFX Logging checkbox, then close the window.
  3. Repeat the steps that results in an error or unexpected result.
  4. Hold the Option key. From the Help▼ drop-down menu, select Product Information.
  5. Select Collect Logs. A .zip file (containing the log files) will show on your Desktop.
  6. Send the .zip file to your support agent.

Other issues and error messages

Here are some helpful articles for specific problems or error messages:

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