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scott4
Level 1

Cannot connect all of my Bank of America credit cards

My company has 6 Bank of America credit cards (6 employees have a card with their name). All of these individual credit cards are subaccounts that roll up to an umbrella cc account at BofA - which is the master account that we pay down each month.

Previously, we were able to connect each individual account to QBO and download their transactions. In fact, 4 of the current 6 cards have been in Quickbooks for years and are still downloading transactions from BofA. However, 2 of the 6 are new cards, and I'm no longer seeing the ability to add them. When I try to add the accounts by re-connecting through BofA, it's saying that I've already connected all the accounts, even though there are still two cards that I clearly haven't.

After calling into QBO support, they said that QBO changed their processes so that I have to connect the umbrella account that I mentioned earlier, rather than the individual accounts. I reluctantly connected the umbrella account (knowing I'd have to adjust some items in my chart of accounts), and in doing this, I assumed that all transactions from all the credit cards would come in through that account — it would not have been ideal, but I could live with it. But that's not even the case. It's only downloading the credit card payments and any finance charges (not the transactions from the individual credit cards).

Has anyone experienced this before? If, going forward, there will be no way of auto-downloading any new individual credit cards — forcing me to add every transaction manually — then that starts to become a dealbreaker and might force me to look at other accounting software. Thanks in advance for any help here!

94 Comments
BettyJaneB
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Hi there, scott4.

 

When connecting credit cards in QuickBooks Online, you'll need to know how your bank sends the downloaded transactions. If the transactions download to one account, connect only the parent account.

 

If the transactions are downloaded to the individual accounts, connect the sub-accounts and not the parent account. Please know that you can’t connect both a parent account and its sub-accounts. If you try to connect both parent and sub-accounts, you’ll get a message that the account is already connected.

 

To know more about this process, please refer to these articles:

 

Also, for you to be guided accordingly about this process, I'd suggest reaching out again to our Customer Care Team. They have the necessary tools to check on your account and also verify on our financial team on what's causing the issue. This is also to ensure that your account is in a secure place since the Community is a public forum.

 

You can always reach back out to me if you need further help. Wishing you and your business continued success.

tabith123
Level 1

Cannot connect all of my Bank of America credit cards

I have many clients with Bank of America employee cards under a main card. I ran into the exact same problem for clients over the last couple weeks. I even called Bank of America tech support and they told me it wasn't on their end and that they checked the accounts which are linked to QuickBooks and that QuickBooks Online just isn't showing the accounts correctly of us to connect.

 

So I asked QuickBooks support and they gave me the generic fixes to try and none of them worked. Why isn't anyone looking into this issue????????

 

I have very angry clients with QuickBooks Online for causing so many issues with these new direct connections.

FritzF
Moderator

Cannot connect all of my Bank of America credit cards

Hello, @tabith123.

 

Thanks for sharing the complete details of your concern. I'm here to help connect your Bank of America credit card to QuickBooks Online (QBO).

 

Did you receive any specific error message while connecting your Bank of America credit card? This will help me investigate why you're having this issue. You can leave a comment below.

 

In the meantime, let's manually download your credit card transactions from your bank's website, then upload them to QBO using Web Connect as a workaround. Here's how:

 

To download transactions from your bank's website:

 

1. Sign in to your bank's website.
2. Follow your bank's online process to download your transactions to your computer.
3. Choose transactions from specific or multiple accounts, or select a date range for transactions.
4. Select a supported file type for the download file.
5. Note the name of the file you downloaded, and the location you downloaded it to so you can easily find it to upload.

 

Once done, here's how to upload the transactions to QBO:

 

1. Click the Banking menu at the left pane, then select Banking.
2. From the Update drop-down menu, select File upload.
3. Select Browse and choose the file you downloaded from your bank, then Next.
4. On the QuickBooks account drop-down list, choose the account to which to upload the bank data, and select Next.
5. Click Next again, then Let's go! (or Finish).

 

For your reference, you can check out this article for further guidance: How to upload more than 90 days of bank transactions.

 

I'll be on the look out for your reply @tabith123. I want to make sure this is fix. You take care!

scott4
Level 1

Cannot connect all of my Bank of America credit cards

This was finally resolved for me without me having tried anything else new, which suggests that it was a bug that eventually got fixed. Thanks all!

JanyRoseB
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Hi there, @scott4.

 

Good to know that you've already connected all your Bank of America credit cards successfully. Please know that you're always welcome to post here in QuickBooks Community if you have any other concerns.

 

Wishing you and your business continued success. 

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

For the record.  This is an ongoing Intuit Issue, not a Bank of America issue.  This happened in the last update between BoA and Intuit.  I too have clients with multiple cards under the corporate card that have been downloading for years.  When one of the employees loses a card or someone new is hired, I've always been able to go in and just connect the new card.  This is no longer the case.  Although the cards that have been downloading forever continue to download, none of the individual cards show when you try to connect a new one now.  Since the others continue to download, this is an obvious Intuit issue, not bank issue.  It is imperative that this issue be fixed for all clients.  One of my clients in particular uses Veryfi, ( a great app by the way) to add receipts to the credit card transactions and I use the credit card downloads to ensure that all receipts are in and match correctly.

It is definitely an Intuit issue.  You cannot, for the record, download the transactions using the main corporate account, because the bank does not have it set that way.  You MUST download to the individual card.. Just like for any receipt capture app, you must have the individual cards.

I am a ProAdvisor, I have issued a post here, I have spoken to intuit online.. and I have had a few conversations over the phone.  My last conversation led me to believe that they were working on this issue.  I went through great detail to show the tech exactly what the issue was and why it was so imperative that this be corrected.

To be the best of my knowledge, Intuit recognized that this was an Intuit issue, not a bank issue.... although, seeing those Intuit people post here and suggest that you download the transactions.. leads me to believe that this fix may not be in the works.

While this can be hand entered, if necessary and that is what I was forced to do for one card last month and again tomorrow.. it is NECESSARY that this be fixed.  Without this fix it renders QuickBooks Online worthless for anything having to do with Corporate Bank of America credit cards.

Please do NOT disconnect your individual cards that are still working and try to make it all download from the main corporate card because all you will get is interest.. maybe payments.. that too is doubtful.  

It remains for Intuit to fix this program and it is my sincere hope that their engineers are diligently working on it and that this fact has just not reached the helpers on this board yet.  Someone from Intuit, please verify with the engineer department that this fix is underway and that they fully understand what the issue is.  I know that my last call to them was extremely detailed to even show them exactly why this causes such frustrating issues.  If necessary, I will be happy to work with them again to explain the extent of this issue.

 

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

As of 12/19/18 9:11pm this issue is still not resolved for me.

Kristine Mae
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Good day, Tena_Lewey.

 

Banking issues can be challenging. I’d feel the same way you do in your situation.

 

We'll need to take a better look at this. I suggest contacting QuickBooks Online Customer Care to have this investigated further. They have more tools, like screen sharing, that can definitely help you.

 

Don't hesitate to post if you have other concerns. Have a good one! 

 

 

josh_m
Level 1

Cannot connect all of my Bank of America credit cards

Has anyone found resolution to this problem? I now have 4 accounts not connected between Bank of America and Quickbooks. 

 

I've been on 5 phone calls since November without a solution. I am just getting off a 2 hour call with no progress. Is anyone else still suffering this issue?

 

-Josh

HoneyLynn_G
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Hello there, @josh_m.

 

Thank you for providing details and sharing some feedback. I can share the reason why you're unable to connect your bank with QuickBooks.

 

I've checked my tools, and I was able to confirm that there's an open investigation about Bank of America unable to update and connect. We don't recommend manually uploading your transactions for it may cause duplication.

 

While our banking team is communicating with your financial institution, we'd like to add your account credentials on our list of affected users. Here's how you can get our most current contact details:

  1. Go to https://help.quickbooks.intuit.com/en_US/contactus.
  2. Select your QuickBooks Online.
  3. Select topic.
  4. Click the Get the Phone Number button to see the support number.
  5. Once you're connected with an agent, you can ask them to add you on the investigation 25524.

Once added, our engineers will see how widespread this is, as well as any common components between those affected. You'll also get all the updates through email notifications.

 

I want you to know that this isn't the kind of experience we want for you. I will send feedback on your behalf to ensure this doesn't happen again.

 

I will also get back into this thread once this issue is resolved. Let me know if there's anything else I can help by mentioning my name. 

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

My clients that I am having issues with should already be on that list.  Where do we stand as of 3/12/2019 in correcting this Bank of America issue?  It has been 3 or 4 months now since this issue popped up.

 

Thanks for checking up on the issue and relating where QBO currently is on this fix.

 

Tena

Charies_M
Moderator

Cannot connect all of my Bank of America credit cards

Hello, Tena_Lewey.

 

Thanks for checking in with us. Allow me to provide updates of this investigation.

 

This issue about Bank of America unable to update and connect has already been resolved. I recommend manually updating your bank in the Banking page to refresh the connection between QuickBooks and your bank.

 

Here’s how:

  1. On the left panel, click on Banking.
  2. Choose your bank.
  3. Click on Update.

Here's an article that'll help you troubleshoot when you can't connect to the bank.

 

If you're still unable to connect your account for Bank of America, I suggest you get in touch with our Care Support Team so they can open a new investigation and very what's causing the issue.

  1. Sign in to your QuickBooks Online company.
  2. Click the Help icon in the upper right of the screen.
  3. Select Contact US on the pop-up. 
  4. Enter what you're needing assistance with in the How can we help? field and choose Continue
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Drop me a reply if there's anything I can help you with connecting bank accounts. I'm always here to assist.

Anonymous
Not applicable

Cannot connect all of my Bank of America credit cards

We're still having the same problem and just hitting "Update" does nothing. I'm not sure why they are saying this problem is resolved.

Anonymous
Not applicable

Cannot connect all of my Bank of America credit cards

Yes!

JanyRoseB
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Thanks for joining this thread, skb1.

 

Allow me to jump in and help provide some additional information about the connecting the Bank America issue. 


I've checked the investigation status about this issue, and yes it has already been resolved. If you've performed the troubleshooting steps recommended by my colleague Charies_M and the issue persists, I encourage you to contact our QuickBooks Online Support Team.

 

They have additional tools to do a screen share and to dig deeper as to what's causing this problem to reoccur. 

 

Here's how you can contact our customer support:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (question mark icon) at the top right.
  3. Click Contact us to connect with a live support agent.

For additional reference, you can visit this article on how to add and connect bank and credit card accounts in QuickBooks Online. 

 

Please know that you're always welcome to post if you have any other concerns about connecting bank account. Have a good day. 

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

As of 3.29.19 You still cannot connect American Bank to individual credit cards.  I am inside QBO as I type this to verify that.  You can only connect to main accounts.  The main accounts do not contain the data required.  You must be able to link to the individual credit card numbers which is also how the statements are issued.

 

The company I am currently looking at has several individual cards on its corporate account that are new or replacement cards.  We have other cards that remain connected even though I cannot see them as connected they do still download.  You can not connect any new cards on American Bank.  This issue is not resolved.

 

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

As a second note, I find nothing to answer any of the issues in your colleagues posts.  The suggestions to contact help have been done over and over and the issue still remains.  I cannot even begin to count the number of times I have connected your live support regarding this issue.  On several occasions I have gone through the entire process of seeking to connect the accounts with one of the Intuit agents and they always see that individual accounts cannot be connected.  This company has been on the list for months now.  I will contact them once more on Monday to see if Intuit has any plans of actually fixing the issues that so many seem to be having.

Tena_Lewey
Level 4

Cannot connect all of my Bank of America credit cards

For the record.  I am perfectly aware of how to connect a bank or credit card account inside of QBO.  The issue is not my ability to connect the account, the issue is that Intuit has done something to make it so you can only connect main accounts and not individual credit cards in American Bank at least.  The individual cards that were connected prior to the Intuit update and issue, remain connected and still download.  When you go in to connect new cards for new employees or replacement cards, we no longer have access to any of the individual cards in order to connect them.  We only have access to the main account.. If you connect the main account you have big issues then because that only downloads the finance charges, nothing else.  This issue has not been corrected and I begin to feel that Intuit has no plans to correct it.  I have been on the phone with Intuit help, inside the affected company with Intuit signed in watching and verifying the issue on multiple occasions. 

 

Please check with engineering and see what they are doing about the ability to connect individual credit cards on corporate credit card accounts.  The solutions I see Intuit posting here are just very basic general connection and offer zero support or relative help for the current issue.

Kevin7575
Level 1

Cannot connect all of my Bank of America credit cards

I also would like to throw my support into a fix for this. I’ve spent all day on the phone with support and no fix. 

 

Please fix as soon as possible. 

 

Kevin

Angelyn_T
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Hello there, @Kevin7575.

 

As of now, we have a new investigation about connecting Bank of America accounts.

 

Our engineering team is currently working for an immediate resolution about the issue. If you're receiving banking error 101 when trying to connect your account, I'd suggest getting in touch with our Support Team so you'll be added to the list of affected users in this investigation (INV-26344). Once added, you'll automatically receive an email notification with the latest updates.

 

On the other hand, to stay updated with the latest QuickBooks news and updates, you may check our QuickBooks blog.

 

In addition, to learn more about QuickBooks Online (QBO) banking and banking feeds, you may check our help articles: QuickBooks Online Help Articles.

 

As always, feel free to add a post/comment below if you have any other QuickBooks or banking concerns, I'll be right here to help you. Have a good day ahead!

Kacie888
Level 1

Cannot connect all of my Bank of America credit cards

I am also having this issue 5/2/19 ... it's been ongoing throughout tax season.  Some credit cards are available to link, but not all of them.  So, I can link 1 employee's card and the "CORP" card, but not the other employees.  When will this be resolved?!

BettyJaneB
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Thanks for joining us here in the Community, @Kacie888.

 

Having your credit cards to be connected on your QuickBooks is my priority. Allow me to share some information to get this issue sorted out.

 

If you're unable to connect or download your bank transactions in QuickBooks Online, It'd be best to try updating your bank manually to refresh the connection between QuickBooks and your financial institution. 

 

Here's how:

  1. Go to the Banking tab.
  2. Select the blue tile at the top for the bank account you want to update.
  3. Select the Update button. If you see a message about additional authentication, follow the on-screen instructions. Not all banks require this, but some do for added peace of mind.

If you still can’t download new bank transactions, you can to sign in to your bank’s website from QuickBooks to check if the issue has something to do with your bank.

 

To do that:

  1. Go to the Banking tab.
  2. Select on Add Account.
  3. Search for your bank and select it.
  4. Select the URL listed in the window.
  5. Sign in using your bank website username and password. Some banks have multiple login URLs. Make sure you’re using the same one listed in QuickBooks.
  6. Check your account page for messages, notifications, or alerts. Any display or login issues on the bank’s end can block downloads.
  7. Also, check your bank’s website for any new security requirements. Even something as simple as updating your bank password can block QuickBooks.
  8. If everything looks good, go back to the Banking tab in QuickBo
  9. Select the blue tile for the bank account.
  10. Select Update.

Here's an informative article that you can check out about this process: What to do if bank transactions won’t download.

 

Also, if you encounter any online banking error, please refer to this article about fixing online banking issues in QuickBooks for more troubleshooting steps: How to manually update an account to fix banking errors.

 

If the issue persists, I'd suggest reaching out to your financial institution. This is because QuickBooks is dependent on the information that was transferred from your bank.  

 

Keep me posted if you have any other questions with connecting your bank to QuickBooks Online. I'll make sure to get back to you as soon as I can. Have a good one.

FH4
Level 2

Cannot connect all of my Bank of America credit cards

We have QuickBooks Desktop (not QBO) and we are having the same issue with the Bank of America credit cards under a parent/umbrella not feeding all the card info, only the payments and interest.  It seems like the only solution is to set up bank feeds for each card, but some of the comments above seem to contradict that.  Has anyone found a solution on QB desktop?

Mark_R
QuickBooks Team

Cannot connect all of my Bank of America credit cards

Hello there, @FH4.

 

I'd like to redirect you to the best support available so this gets addressed right away.

 

Since QuickBooks only depends on the bank on which type of information they decide to share with us, I recommend contacting Bank of America customer support. This way, they can check on their end why not all of the card transactions were shared.

 

Also, you can confirm from them if they support connecting your credit cards as a parent account.

 

That's it! Please know that the Community has your back should you have any questions. Have a great day.

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