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STSNate
Level 1

9999 Error

I am getting error message 9999 on my Capital One spark credit card.

8 Comments
BettyJaneB
QuickBooks Team

9999 Error

Hi there, @STSNate.

 

Thank you all for taking the time to come to the QuickBooks Community to get help with the error 9999 that you receive. I'm here to get this issue sorted out.

 

Error 9999 is a script error that interrupts the connection of your bank and QuickBooks Online. To get past of this error you'll need to disconnect your account and re-connect.

 

Here's how:

  1. Choose Banking at the left.
  2. Select the account, then click the pencil icon in the blue box to the right of the bank name.
  3. Select Edit Account Info.
  4. In the Account window, check the box that says Disconnect this account on save.
  5. Click Save.

 

After that, you can go ahead and reconnect your account.

 

To do that:

  1. Go to Banking at the left pane of the screen.
  2. Select Add Account and then search.
  3. Enter your financial institution's login information on the website and select Continue.
  4. Complete the extra security verification steps.
  5. Select Securely connect.
  6. Choose the bank emblem to the left of the account that you want to connect.
  7. Select the account type drop-down menu to choose the bank or account.
  8. You must choose either a Bank or Credit Card account.
  9. Select +Add new if you don't have an account created yet.
  10. Click Connect.

You may take a look at this article for more information: How to add and connect bank and credit card accounts.

 

If the issue persists after trying these steps, I'd suggest reaching out to our Customer Care Team, they have the necessary tools to check on your account and verify on what's causing the issue.

 

 

Let me know if I can be of further assistance. I'll be around to help you out. Have a great day!

northwestrider
Level 1

9999 Error

I am receiving this error, and it is not even giving me the option to disconnect my Wells Fargo bank account or edit the account information. It will only allow me to "view" the account. That functionality does not appear for my bank accounts, only my connected credit card.  It was always there previously.

SarahannC
Moderator

9999 Error

Hi there, northwestrider.

 

You can report this directly to our banking engineers. They'll investigate this further and fix it for you. 

 

Please follow the steps below to report the issue.

 

  1. Select Report Issue on the error message.
  2. Enter your name and email address.
  3. Select Submit.

 

Once the issue is resolved, you'll  receive an email directly from them. Mostly it takes 8-10 business days. It can also take up to 21 business days.

 

Let me know if there's anything else that I can help you with. 

Stickley
Level 1

9999 Error

Seems engineering has taken away the "Report Issue" from the error message.

 

Screen Shot 2019-08-27 at 9.09.18 AM.png

GarlynGay
Moderator

9999 Error

Hi Stickley,

 

Error 9999 has already been escalated to our bank engineers. They are currently working with the bank representatives to get this fixed. 

 

The report issue function is being disabled by the time our engineers are already working on getting error fixed.  We encourage our customers to reach out to us direct to report the issue. We'll need to get your company information for verification and add to the affect list of users. Once we have the data, we'll report the number of affected users to our engineers for evaluation.

 

Here's how to reach us:

  1. Click on the Help icon.
  2. Select Contact us.
  3. Enter Error 9999 Capital One in the field and click on Let's talk.
  4. Choose either Start messaging or Get a callback.

In the meantime, you can manually upload bank transactions using the WebConnect file. 

 

Once the issue is fixed, the system will download the latest bank transactions. These might cause duplicates if you've manually add them using WebConnect. Please go ahead and exclude them from the Banking page. 

 

I'll also make sure to post any updates in this thread. If you've got any questions, send them in the comments section. 

Stickley
Level 1

9999 Error

"Once the issue is fixed, the system will download the latest bank transactions. These might cause duplicates if you've manually add them using WebConnect. Please go ahead and exclude them from the Banking page. "

 

Your recommended solution that causes duplicates is absolutely unacceptable. This causes a huge headache and time loss when we have OTHER THINGS TO BE DOING than manually deleting/excluding hundreds of transactions, if not thousands (depending on the outage duration).

 

There is no reason the company that invented WebConnect file format cannot figure out duplicates. There is no technical reason QBO cannot keep a record of the WebConnect imports and verify against online sync when it erratically wakes up. Your technology management team appears to have their priorities selling us loans (see "Capital NEW" annoyance menu) ahead of fixing the basics.

 

This issue has happened MULTIPLE TIMES as a simple forum search will show (and through which we previously suffered). Lord help us if this was January and we had to close our books for taxes.

 

Customers don't care if this issue is with QuickBooks or CapitalOne, it is QuickBooks that bears the burden. Not being able to reconcile for 10+ weeks (or take the punch in the gut with exclude/duplicate madness mess) is unbelievably irresponsible for an accounting platform. I'm thinking we should have never moved to QuickBooks Online and should have moved to another accounting platform when we had the chance. Now I am going to look for alternatives for both QBO and CapitalOne (thanks to the their recent hack that exposed customer info...) 

aaron.heizer
Level 1

9999 Error

We have Bank Of America, QB has 9999 me since 11/22/19. 

 

When is this going to be fixed? why am I paying for a service I can not use? Should I leave QB and try a different company? 

JaneD
Moderator

9999 Error

Hi aaron.heizer

 

You'll want to manually upload bank transactions into QuickBooks Online (QBO) as a workaround. While a fix is still underway, I recommend reaching out to our support team. They can add your account information to the list of affected users, so you'll be notified once resolved.

 

  1. From the Help menu, click on Contact us.
  2. Enter your concern and select Let's talk.
  3. Choose either Start messaging or Get a callback.

Your understanding and persistence is appreciated, aaron.heizer. You can count on us if you have any other concerns. We'll be here to help.

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