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Fix online banking issues in QuickBooks Desktop for Mac

by Intuit• Updated 7 months ago

Find out how to fix issues when you use online banking in QuickBooks for Mac.

Bank Feeds lets you connect your bank to QuickBooks. If you can't download transactions or run into errors, don't worry. We have tips on how to fix them.

Make sure:

You backup your QuickBooks company file.
Your computer is connected to the internet.
You have the latest release of QuickBooks installed.
You can sign in successfully to your bank’s website.
Your bank didn’t report a server outage.
Your account info (like account number and routing number) in QuickBooks is correct.

Solution 1: Make sure the financial institutions list is up-to-date

While this list is updated with the latest release, sometimes the list doesn't update correctly. When the list doesn’t update automatically, follow these steps to manually update it.

Go to File, then Close Company.
Press both the Command button and the number 1 on your keyboard to display the Product Information window.
Select the Logging tab, then select Delete FiDir.
Close and reopen QuickBooks.
Open your company file, then go the Banking, then Online Banking Setup to try and reconnect to your account.

If this doesn’t fix the issue, continue to solution 2.

Solution 2: Switch browsers if you encounter login issues

If encountering login issues during bank setup, switch your default browser to Chrome. Chrome has shown better compatibility with banks in handling banking feed setups.

Go to the Apple menu, then select System Settings.
Select Desktop & Dock.
Go to default web browser, then set the default to Google Chrome.
Open your company file, then select Banking.
Select Online Banking Setup to try and connect to your account.

Solution 3: Create a new test company

Step 1: Find out if there’s an issue on your bank's servers

Go to File and select New Company.
Create a name for the test file, then Save.
Complete the Create New Company wizard, then select Finish.
Add the account that was experiencing issues to the Chart of Accounts.
Set up Online Banking for that account.
Select Download transactions.

If the download failed in the new file, then there's an issue on your bank’s servers. Skip to Solution 3 to contact your bank.

Step 2: Create a new test account

Sometimes you can fix online banking issues if you create the account again. If the test account works, you know a new account will fix the issue.

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▼ dropdown menu, select Not Enabled.
5. Select OK.
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▼ dropdown menu, select Bank.
4. Enter the original name of the account without the asterisk (*), then select OK.
Close and reopen the company file.
Set up Online Banking, then download transactions to the new account

If the download was successful, merge the original account with the new one.

Solution 4: Contact your bank

When you contact your bank, speak with a bank representative familiar with QuickBooks Bank Feeds. Make sure your account(s) are activated for the services you need for QuickBooks.

All United States and Canadian financial institutions that support QuickBooks Online Banking have an escalation path to the Online Connectivity Group.

If the above solutions don’t resolve the issue, you can follow the steps below to collect log files, then contact Support to get help troubleshooting the issue.

Collect Bank Feeds logs

Turn on OFX logging:

Go to Help, then select Product Information (Command + 1).
Select the Logging tab.
Select the Enable OFX Logging checkbox, then close the window.

Collect log files

Repeat the steps that caused the error.
Select File then select Close Company.
Select Help, then select Product Information (Command + 1).
Select the Logging tab.
Select Collect All Logs.

You’ll see a ZIP file saved on your desktop. Your Support expert will ask for this to help troubleshoot the problem.

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