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BCvt
Level 1

Bank Connection keeps getting lost

Since the end of December every time I go into my QuickBooks online, I have to re-connect to my bank.  On 1/21/20 it was the worst - I did the reconnect, updated my transactions, and before I finished adding them, the message came up again that the connection was lost.  Is it just me, just my bank, or are others having this issue?

8 Comments 8
JamesDuanT
Moderator

Bank Connection keeps getting lost

Let's get your Online Banking working so you can manage your bank transactions again, BCvt.

 

For us to do fix the issue, I want to know more details about it. What is the name of your financial institution? What is the exact error message or code you received? We can use these details to review our system for any related reports.

 

While you're at it, we update the Banking page manually. This will attempt to refresh the connection between your bank's website and QuickBooks Online.

  1. In the Banking page, click the Update button.
  2. Enter your Multi-Factor Authentication (MFA) credentials.
  3. Select Continue update.

If the same thing happens, you can log in to your account using a private browser or other supported ones. Private browser uses but doesn't store cache. On the other hand, other supported browser uses different cache.

Then, you can do the manual update again.

 

You can also follow the workaround to use a WebConnect file to bring your bank transactions to QuickBooks Online. Here are the links for reference:

I'd appreciate the additional details you can provide so I can look for the troubleshooting steps specific for the error. 

BCvt
Level 1

Bank Connection keeps getting lost

Our bank is Berkshire Bank.  This is the message I am getting: 

 

Complete some security steps for Berkshire Bank (MA)

Then we’ll get your latest transactions. (185)

 

This is happening on both a PC and a MAC, although on the MAC we often have to enter two security codes before it connects.  And, yes, we have tried doing the manual update and fixing the connection, which does download transactions, but within a short period of time the connection is lost again.  QuickBooks online IS retaining the username/password, it just keeps asking for a security code.

 

It is also taking multiple attempts to post this reply.  Grrr.

Michael K
Moderator

Bank Connection keeps getting lost

Hi there, @BCvt. Thanks for updating us!

 

I've checked for known issues, and it looks like our Product Development Team is working with Berkshire Bank (MA) to remove the One-Time Passcode requirement. Until further notice, you will need to continue entering the One-Time Passcode every time the account is refreshed.

 

Feel free to come back to this thread at any point to request updates. We'll be more than happy to check the status of the ticket for you.

 

To keep up-to-date on all things new in QuickBooks Online, check out our blog. We post all new features there and some great topics to enhance your experience.

 

Please reach out if there's anything else I can do to help, I'm determined to be your number one resource for QuickBooks Online. Have a good one!

timothyrowan
Level 1

Bank Connection keeps getting lost

Yes, it has recently started happening to me all the time too. But it is a different bank or credit card account every time. And the reason is never that my ID or password on those banking sites has changed. I have tried to connect to Intuit support but they do not respond to chat requests.

katherinejoyceO
QuickBooks Team

Bank Connection keeps getting lost

Welcome to this conversation, @timothyrowan.Thanks for voicing out your concerns to us. I want to ensure that you're able to connect your bank account with QuickBooks. 

 

To help you get past this banking connectivity issue, can you please specify the error message you're getting while trying to connect? This will help me identify and provide resolution steps. 

 

In the meantime, I'm sharing with you our help article that can help you fix specific banking errors in case you encounter any: What to do if bank transactions won’t download or there's a bank error

 

For your reference, I got you the information about our available hours of operation in case you'll need to reach out with our QuickBooks Phone Support team through this article: Support hours and types.

 

Feel free to come by and drop your response below. I'll be looking forward to assisting you more. 

timothyrowan
Level 1

Bank Connection keeps getting lost

Well, I read your support hours and tried again to connect using your chat service during your open hours. It stayed on "We'll be with you in 5 minutes" for nearly an hour.

Ryan_M
QuickBooks Team

Bank Connection keeps getting lost

Hi @timothyrowan,

 

Thank you for your prompt reply, as well as sharing an update on what happened the last time you attempted to contact our Technical Support team.

 

This isn't the type of experience we want our users to go through. With that said, I suggest contacting our Technical Support team again. But instead of connecting with a chat support representative, schedule a callback with a phone support representative. 

 

 Feel free to leave a comment below for any other questions you might have. I'll get back to you as soon as I can. 

timothyrowan
Level 1

Bank Connection keeps getting lost

I did switch to your phone support and did receive a call. It turns out the problem blocking me from logging into my American Express account is on your end and the support person did not know how to fix it. One last comment might be appropriate. If you do not have a chat support service, maybe you should not say that you do.

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