cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Not applicable

BBVA USA bank feed crashes Quickbooks

I have been unable to upload transactions from BBVA USA for over a week.  Bank feeds for other financial insitutions work fine, just not my 6 BBVA USA accounts.  Quickbooks said it was a known BBVA issue and to contact the bank.  BBVA said the issue is not on their end and to call Quickbooks.  When I initiate bank feed to any BBVA USA account it crashes Quickbooks with no error code.  I just need it to work!  Someone please help.

35 Comments
QuickBooks Team

Re: BBVA USA bank feed crashes Quickbooks

Hello there, @aggiecats.

 

Thanks for letting me know about this. It's my priority to help you upload your bank transactions in QuickBooks Desktop.

 

Issues like this can usually be fixed by, re-enrolling the bank account for direct connect to refresh its connection.  

 

To do that, you may follow these processes below to make it successful:

  1. Visited the new BBVAUSA.com site to re-enroll.
  2. Test in a new company file to make sure the new enrollment is working.
  3. If the connection does not work in a new company file, reach out to your financial institution to ensure that the account is properly enabled for Direct Connect with QuickBooks.

If the problem continues after trying these steps, I'd suggest performing the troubleshooting steps found in this link about resolving issues that cause QuickBooks Desktop to stop working.

 

If none of these works for you, I'd recommend getting in touch with our Customer Care Team. They have the tools to further investigate this matter and get this working for you. 

 

Please let me know how things turns out. I'll be around to help if there's anything else you need. Take care!

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

I am having the exact same issue and have spent well over 4 hours trying various suggestions and can still not sync my BBVA accounts. My two other banking institutions work fine. Please reply back here if anyone find the solution for this one. Thanks!
QuickBooks Team

Re: BBVA USA bank feed crashes Quickbooks

Hi, @pcg3.

 

Thanks for joining this thread. Let me help share an update about syncing BBVA account with QuickBooks Desktop (QBDT). 

 

We have an on-going issue wherein some customers are not able to connect their BBVA account with QBDT. Rest assured that our engineers are currently investigating and working on an immediate fix. 

 

Right now, I encourage you to contact our QuickBooks Desktop Support Team so they can add you to our notification list of affected users to receive live email updates about this issue. 

 

Here's how to contact our customer support:

  1. Select QuickBooks Desktop Help from the Help menu.
  2. You can also press F1 on your keyboard to bring up the same Help Panel.
  3. In order to route you to the correct support expert, we need to know what type of question you have.
  4. Click Continue.
  5. We’ll provide you a few options. You choose which one is best for you.

While we're continuing to work on resolving this issue, for the meantime you can use the direct connect. Before doing so, I recommend calling your financial institution for assistance in re-enabling your bank account for direct connect. 

 

To learn more about the direct connect, you can check this article: Set up account for Bank Feeds

 

I appreciate you patience as we work though this. Please know that I'm just a post away if you have any other concerns. I'd be happy to help you out. 

 

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

I'm having the same issues with BBVA USA change.  Other banks work.  Contacted BBVA.  Created new company file and was able to download BBVA USA data on the new company file.  Called Intuit support about my old company file.  No help.  Referred to community.  Did all the steps except the last one which was a re-install using clean install.  Still crashes.  Any assistance would be greatly appreciated!

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Just a heads up for everyone having this issue with Quickbooks crashing when trying to sync with BBVA... If you don't have an active support agreement, Quickbooks is charging $59.99 plus tax in order for them to fix the company file for this known issue and bug within Quickbooks. BBVA told me that it was going to be a no charge fix since it was a known bug in Quickbooks, but that was not the case. After uploading my company file to their backend support team, I was told that I will need to wait 3-5 days for them to fix the file. Then I should be able to download it and be back in business. I asked what percentage of people are able to have this issue corrected using this method and they said 100%. And all troubleshooting steps that people have been suggesting did not work for me, so that 4-5 hours of effort did not result in any value. Needless to say, not happy about this (re: time and cost), but wanted to provide others an update on this issue.
QuickBooks Team

Re: BBVA USA bank feed crashes Quickbooks

Hello and allow me to join this thread, @pcg3.

 

Due to the BBVA launching a new website, they're requiring all customers to re-enroll in direct connect for QuickBooks. Any updates on your bank affect the connection on your banking feeds. 

 

The investigation mentioned in this thread is still in progress. We're unable to provide the specific estimated time on when this will be fixed.

 

Great work @DFD1. You've got your bank connected to a new company file after following the suggestions provided by my colleague @BettyJaneB. It's possible the data on your old file is damaged, and that's why you're unable to connect your bank with QuickBooks.

 

To resolve this, you can run the verify and rebuild data utility. Before proceeding, I recommend backing up your file to protect against accidental data loss.

 

Thanks for the heads up @pcg3. I'll take note of your feedback and send it to our management team. In the meantime, you can follow the troubleshooting step I've instructed to @DFD1 once you get your file back.

 

Keep me posted on how everything goes and I'll get back to you.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Good news on this issue that I wanted to share. My issue has been resolved and I am now working again with BBVA Bank Feeds within QuickBooks Desktop 2018. I did have to send my company file to the Quickbooks backend support team and they removed all bankfeed connections and sent me back a "portable" company file within about 24 hours. Note that all bank feed configurations were removed and I had to re-authenticate and remap each bank feed account. Upon syncing, it downloaded a ton of transactions for each account as it had lost the date of last download. So, I would encourage others to reconcile all of their other financial institutions and keep track of their most current transaction by account before sending to support. That way, you will be better able to figure out which ones are duplicates and just need to be deleted from bank feeds. But after about 30 minutes of reconfiguring and reconciling, I am back in business. Thanks and hope everyone gets up and running soon!
Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Outstanding news!  Thanks for the update!

 

Tips about updating all other accounts and noting the date of the last download for each BBVA account before sending the data to QB Support Team are great advice.

 

What is the best way to contact the folks who helped you?

Is it through the F1 | Contact Us method within QuickBooks?

Moderator

Re: BBVA USA bank feed crashes Quickbooks

Thanks for joining this thread, Mark_with_Bank_Feeds_Crash.

 

I'm glad to inform you that we've received a communication from our engineers that the BBVA bank feeds issue has been successfully resolved. You should now be able to smoothly download the transactions.

 

If it's still doing the same thing on your end and want to speak our representative, you're right that you can reach us by clicking the F1 button in QuickBooks Desktop.

 

Please follow the detailed steps I've laid out below on how to contact our QuickBooks Desktop Support Team:

  1. Open QuickBooks Desktop and click Help at the top.
  2. Choose QuickBooks Desktop Help or press F1 on your keyboard.
  3. On the Have a Question? screen, scroll down and select the QuickBooks Support.
  4. Enter a topic and click Search.
  5. Click the Start a Message button.

For additional information, please refer to these resources:

If you have other questions, I would be happy to answer them. Just post it here as a comment and I'll take a look at it.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Just tried to download transactions on bank feeds for BBVA USA.  Still crashed my QBDT as before. Suggestions?

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

I just tried to download transactions on bank feeds with BBVA USA.  Same issue.  It crashed and closed my QBDT.  Any suggestions?  

Community Explorer **

Re: BBVA USA bank feed crashes Quickbooks

I also tried, still not working for me.  I unconnected my accounts, I registered new access on the BBVA website, then reconnected one of my BBVA accounts in QB.  as soon as I attempt to connect in QB, it crashes.

Moderator

Re: BBVA USA bank feed crashes Quickbooks

Let's try one troubleshooting steps to fix this, DFD1 and BBVA crashes

 

You can try creating a dummy account then, merge it to your existing bank account.

 

Here's how:

  1. Go to the Chart of Account, right-click the problem account, then select Edit Account.
  2. Highlight the account name, then click Copy.
  3. Enter an asterisk(*) at the end of the account name.
  4. Go to the Bank Feed Settings tab and click the Deactivate All Online Services radio button.
  5. Click Save and close.
  6. Go to the Chart of Accounts and create a new account.
  7. Paste the account name without the the asterisk (*).
  8. Close and reopen the company file.
  9. Go to the Chart of Accounts, right-click the account with the asterisk, then select Edit Account.
  10. Remove the asterisk and select Save and close.

Now, click Yes when prompted by the Merge warning dialog box, and set up account for Bank Feeds. Then, download the transactions to the new merged account.

 

Let me know how these steps work. I'll be right here if you have follow up questions.

Community Explorer **

Re: BBVA USA bank feed crashes Quickbooks

I tried these steps exactly as described, it did not work.

Community Explorer **

Re: BBVA USA bank feed crashes Quickbooks

Today, I also tried the Quickbooks Desktop File Doctor.  It did not work either.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

 
Moderator

Re: BBVA USA bank feed crashes Quickbooks

Hi, BBVA crashes and Mark W.

Helping you get pointed in the right direction is my priority.

 

I completely understand where you're coming from. However, banking issues need to have a support plan before escalating the request to create a case number for this issue. QuickBooks Care Plan includes the following:

 

  • Perform important administrative tasks (e.g., manage your account, determine your order status, and look up your license number).
  • Access support via email, send us an e-mail query at any time.
  • Call for unlimited advice from a QuickBooks technical specialist especially data issues, banking, etc.
  • Unlimited access to 24/7 Support.  Get help when you need it most, including transferring your data during an upgrade.
  • Learn the basics.  We can lead you through the fundamentals of using QuickBooks.
  • Customize your QuickBooks.  Learn how to personalize invoices and create useful reports.

You can get more details in these articles about our QuickBooks Support Plans:

 

As a workaround, you can import your transactions from your bank’s website into QuickBooks using our WebConnect feature. 

 

Since connecting your BBVA USA bank and QuickBooks requires pulling up an account, I still suggest getting in touch with our Online Banking Team to have this re-investigated. A phone agent has the appropriate looks, like screen sharing, and they can take a better look at this. 

 

For additional help, you can also reach out to our QuickBooks Desktop Support.

 

  1. Within your QuickBooks Desktop, click Help at the top menu bar.
  2. Enter a brief description of your concern then click Contact us.
  3. To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
  4. We’ll provide you a few options. You choose which one is best for you.

You can always get back to me if you have any other bank feeds concerns in QuickBooks. Have a good one.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

I tried your suggestion per your instructions and merged the two accounts.  QBDT crashed just like before.  Do I need to send my company file in like pcg3 did?  Any other suggestions?

QuickBooks Team

Re: BBVA USA bank feed crashes Quickbooks

I appreciate you following the troubleshooting steps provided by my colleagues above, @DFD1.

 

The BBVA bank has confirmed that they've resolved their server issues and you should be able to download BBVA transactions in QuickBooks. I'd like to redirect you to the best support available so this gets re-investigated right away.

 

Just to clarify, have you contacted your financial institution to ensure that the account is properly enabled for Direct Connect? If you haven't yet, I suggest contacting them for a possible fix of this issue.

 

If you happen to contact them and still getting the same issue, I recommend reaching out to our Technical Support Team. They have the tools to pull up your account in a secure environment and re-investigate the issue.

 

To reach them, you can follow the steps provided by my colleague RoseMarjorieA above.

 

In case you need tips and related articles in the future, visit our QuickBooks Community help website for reference: QBDT Self-help

 

Please keep in touch if you have additional questions, or if there's anything else I can do for you. I'll be around if you need any help.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

It sounds to me like the only solution is to pay the $59 one time support fee, send in the Company file to QB and have you fix it.  But even this is easier said then done.  I am having a very hard time even figuring out how to do this as the Technical Support contact phone number in this post no longer takes calls and says to push F1 in QB,  then use Contact Us. There is no  Contact Us in Desktop 2019.   Is it possible to get a straight forward answer of a link you can publish here so I can just pay and tell them to fix my company file?   

Moderator

Re: BBVA USA bank feed crashes Quickbooks

Hello, Mark W,

 

It sounds like you've been through an ordeal. Right now, our means of support for QuickBooks Desktop is through Chat. As much as I've loved to assist you with, but since this is a public forum and I don't have visibility in pulling up account information, it would be best to contact our Customer Care Team.

 

To reach them, here's how:

  1. Click this link https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose the QuickBooks Product.
  3. Select your QuickBooks Desktop version.
  4. On the Contact Us page, select a topic.
  5. Click on Start a Message.

One of our agents would be able to pull up your account information and help you about what you're needing.

 

In case you need tips and related articles in the future about the "How Do I" steps in QuickBooks Desktop, visit our QuickBooks Community help website for reference: QBDT Self-Help.

 

If there's anything else I can assist you with, please let me know. I'm always here to assist.

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Problem was resolved by Intuit technical support/data services.  I had to send my company file in like pcg3.  It was returned  in 2 business days.   It does help to reconcile all the accounts before you send in the file, so when you download transactions from bank feeds you can easily delete transactions that you don't need.  Mine went back 3 or 4 months worth of transactions.  I've used bank feeds for BBVA USA multiple times now without any issues.     

Not applicable

Re: BBVA USA bank feed crashes Quickbooks

Looks like I'm experiencing the exact same problem everyone else is:  i have multiple company files, all using direct connect with BBVA, and it is crashing in the exact manner as described here.  After reading this thread, I'm assuimng I need to send Intuit my company file?  Can the moderator or someone provide instructions on how to go about this?

QuickBooks Team

Re: BBVA USA bank feed crashes Quickbooks

Thanks for joining the thread, @tgray1.

 

You can contact our Customer Care Team through this link: https://help.quickbooks.intuit.com/en_US/contact. Then, follow steps provided above by my colleague @MirriamM on how you can get through us. 

 

Don't hesitate to post again if you have more questions. We're always glad to assist. Have a pleasant day ahead. 
 

Need to get in touch?

Contact us