cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

I've been having this issue for close to a month now. I contacted Quickbooks Support and I was told it was being worked on. Has not been resolved yet. 

 

The issue is as follows.

 

Transactions that are downloaded into quickbooks via the Amex Sync (different than regular bank feed) show up just fine in Quickbooks Online.

 

When selecting a transaction and clicking Details (there is no Split button since Amex Quickbooks Bank Feeds are different) to add details to the transaction,  the typical Expense Window opens up but shows "Expense - Pending" followed by "Something's not quite right" and the message "An unexpected error occurred while accessing or saving your data. Please wait a few minutes and try again. If the problem persists, contact customer support."

 

I've tried the following.

 

1) Clearing browser cache completely (everything)

2) Tried Chrome, Internet Explorer, Old Edge, New Edge on a Windows 10 Machine

3) Tried Chrome, Safari, New Edge on Macbook Pro

 

This is clearly an issue on QBO end and the only way I can get around this is by creating each downloaded item as a Bill and matching it to the corresponding downloaded transaction.

 

See images below as an example. Can someone follow up with me to see if this is being worked on?

 

Amex Details Transaction, Notice the Details Button instead of Split

 

 

 

Error Message After Clicking Details with all fields missing

 

 

 

 

 

 

Split Button on Chase Bank Transaction Split Button Working as Expected

Solved
Best answer April 22, 2020

Best Answers
Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Looks like this has been fixed. I just want to let you guys know that I never received any email even though this has been resolved.

View solution in original post

13 Comments
Highlighted
QuickBooks Team

Can't use the American Express Bank Feed in Quickbooks Online

We're still working with AMEX with regards to this issue, jafar. 

 

I appreciate your time and effort by performing the browser troubleshooting steps ahead to get rid of errors. I'd like to ask if this happens to a specific transaction only? We can look into the Bank Rules to see conditions we set.  

 

I still suggest getting in touch with us again so we can screen share with you and walk you through in having the Split option and get our bank downloaded transaction be added to our bank register. They can also open a new case that;s specific to your issue. 

 

Here's how to connect with us:

  1. Go to the Help icon indicated with a question mark and click Contact us
  2. Enter a brief description in the box something like the AMEX bank expense transactions doesn't have a split button
  3. Click Let's talk and select CallGet a callbck, or Chat depends on how you want to connect with us. 

I have a few articles here on how we can manage bank transactions:

You can always get back to me if you have troubles. I'm here to help you. Keep safe!

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

I would use those features but those are broken as well.

 

I know I can disconnect Quickbooks from Amex Sync and set it up to download the transactions a different way. The value in having the details button instead of split button is it allows me to not only split a transaction, but setup markups, select products instead of just which category to assign the transaction. The details button is the equivalent of creating a new expense but matched to a downloaded transaction, right now, I have to create a bill so it matches to the downloaded transaction. It worked before and that's the value in having Amex Sync with Quickbooks instead of having it download transactions like other feeds.

 

And this is happening on two American Express accounts I have syncing up to Quickbooks on all transactions, even ones that aren't automatically categorized.

 

I've tried contacting you guys via the help button, the "Schedule an appointment" button does nothing, and the email button opens up my default email application with the To address as "null".

 

Trying to have you guys call back never has worked, I've always had to call and be on hold for quite some time, the person who helps me usually tries their best and tells me engineering is working on it, I never get a resolution email and I find out the issue is fixed months later but not from some notification.

 

There's a lot of small little bugs that really need to be fixed and going on 1 month of this is kinda sad considering I'm paying about $100/month for both payroll and QBO for a 1 person S-Corp.

 

See more screenshots below.

 

Annotation 2020-03-29 204941.png

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

 
Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Any updates to this.

Highlighted
QuickBooks Team
QuickBooks Team

Can't use the American Express Bank Feed in Quickbooks Online

We are always aiming to make our customers feel valued, Jafar.

 

I'll personally share your feedback with our Customer Support Team regarding the unavailable option to connect with us. We'll be able to take action on improving our customer service. 

 

I've checked here on our end and this is an ongoing issue where customers encountered the error message Something's not quite right: An unexpected error occurred while accessing or saving your data. Please wait a few minutes and try again. when viewing the bank details. Our engineers are still working on the permanent fix of this issue. 

 

Cases like this, I'd suggest contacting our support agent to add you to the list of affected users. Here's how you can reach out to them outside QuickBooks Online (QBO):

 

  1. Go to this link: https://help.quickbooks.intuit.com/en/contact.
  2. Tick the Search for something else tab.
  3. Enter your concern in the Tell us more about your question: field.
  4. Tap Search.
  5. Press Send Email

For more details about contacting our Customer Support Team, check out the Contact Support article. 

 

We appreciate your patience in this matter. I'll also keep an eye on the issue and will get back to you if there's an update. Keep safe and healthy. 

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Come on guys, really. I've posted on this site, I've called and talked to a tech, I've chatted with a tech and all of these departments keep telling me to contact support. This is still an outstanding issue. No resolution. There is no reason for me to send another email to re-explain the whole situation when I completely in detail showcased the issue via remote support, via screenshots, via a very clear and concise explanation as to what is going on. Seriously. What do you want me to do. Can you guys have an actual engineer contact me. I work in IT and I do my own books. This is a bug in the system not accepting the format of the incoming feed from American Express, one of the largest credit card vendors in the world. And it's happening on TWO american express feeds. So please, don't ask me to email support again, They have a link to this post, you guys have screenshots, instead of me reaching out to you, how about you guys reach out to me. You have my email address in this post, the case number I have open is [removed].

Highlighted
QuickBooks Team

Can't use the American Express Bank Feed in Quickbooks Online

Hi there, @jafar.

 

I appreciate you for sharing the steps you've gone through in getting this issue sorted out. I know that contacting different departments is never easy. Fixing this issue as soon as possible would save you time and get you right back on track.

 

Since you've contacted our support team already, rest assured you'll be notified once any updates about this matter are made available. This will be sent on the email address that they have on file.

 

Your patience and understanding in this situation are much appreciated. 

 

I'm also adding here some links about fixing bank errors and on what to do if transactions are not downloading in QBO, in case you need them in the future:

You can count on me if there's anything else you need. Just let me know by leaving a comment below. Take care!

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Betty, thank you for your attempt to help. My issue is not that American Express feeds are not downloading, they are, that's not the problem. The problem is quickbooks will not let me split/add details to those transactions from the downloaded feed.

 

The first image in my first post shows the downloaded transaction as an example.Annotation 2020-03-29 181607.png

 

The 2nd image is what I get when I click on Details from the first image.

 

Annotation 2020-03-29 181700.png

 

That's what's not working.

 

What works is my regular bank feeds. 

 

This example is of a downloaded transaction from my Bank, not American Express.

 

Annotation 2020-03-29 181906.png

 

And this is the screen that shows up when I click split which works.

 

Annotation 2020-03-29 181930.png

 

So, in summary, image 1 and 2, show you the failed attempt to split an Amex downloaded feed, the 3rd and 4th shows a successful attempt to split an non Amex Feed.

Highlighted
QuickBooks Team

Can't use the American Express Bank Feed in Quickbooks Online

Hello jafar,

 

I've checked our records and found that this issue has been reported to our engineers for further investigation. While we're unable to provide a workaround, please reach out to our Customer Care Team. We will add your company information to the list of affected users.

 

Before doing so, you can check our support hours here. Then, follow the steps below:

 

  1. Click the Help icon located in the upper right-hand corner.
  2. In the Help window, click the Contact Us button located at the bottom.
  3. Enter your question and click Let's talk.
  4. Select Start messaging or Get a callback.

 

Feel free to add a comment on this thread if you have additional questions or other concerns. Take care. 

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Just a heads up. I've been on the phone with Support and just like I predicted, they marked my ticket as resolved with no contact to me via email regarding the issue being resolved. The issue has not been resolved, I continue to get these errors on American Express transactions connected via American Express to Quickbooks. This is the failure of support communications I'm talking about.

Highlighted
QuickBooks Team

Can't use the American Express Bank Feed in Quickbooks Online

I can send feedback about your experience over the phone, @jafar.

 

We'd like to have this opportunity to better help you in a timely and efficient manner in the future. That said, I want to make it up to you in the Community space. 

 

I looked into our records and found out that the investigation associated with this thread is still open. In addition, your support ticket might have been accidentally closed by our agent. To cope up with, I recommend giving us another call so that we can create another ticket for your account. This way, we can make sure that you'll be notified once the issue is resolved.
 

Here's how you can reach out to us: 

 

  1. Click the Help icon.
  2. Hit the Contact Us button at the bottom. 
  3. Enter "Can't use the American Express Bank Feed in Quickbooks Online" in the description, then click Let's talk.
  4. Choose Get a callback.

 

Please check out our support hours to ensure that we address your concerns on time.

 

We're open 24/7 and always ready to assist. I'm looking forward to helping you out in the Community.

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

I’m the one who had them reopen my ticket. If that’s been closed again, it’s probably because the same thing happened as the last ticket being closed. 

I’ve spent a good 5-6 hours trying to resolve this and I’m giving up. 

my work around is accepting that this won’t be fixed. I can accept the transaction as it comes in from the feed, go back into the register, edit the transaction and then I’m presented with the correct screen. Communicate that with your engineers as I’ve communicated with my support agent. 

Highlighted
Level 2

Can't use the American Express Bank Feed in Quickbooks Online

Looks like this has been fixed. I just want to let you guys know that I never received any email even though this has been resolved.

View solution in original post

Need to get in touch?

Contact us