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Active Member

Cannot disconnect banking accounts

Hello,

I keep having an error message trying to connect my Bank of America accounts in QBO. After a month, I thought I would try disconnecting entirely and then reconnecting. I have done this before without issue - however, when I go to edit the account, the check box with the "Disconnect this account on save" is entirely missing. It's not there for any of my connected accounts. (See screenshot). This baffles me, as I've disconnected other accounts and can't understand why the entire option, for all accounts, is missing. Did the way you disconnect accounts change? Help? Thank you!

Solved
Best answer 11-13-2018

Accepted Solutions
QuickBooks Team

Re: Cannot disconnect banking accounts

Hey there, bgrebil.

 

Thanks for reaching out for support here in the Community. I want to make sure you're able to disconnect bank accounts in QuickBooks Online.

 

I appreciate the screenshot you attached with your question. You're looking in the right place for the "Disconnect this account on save" check box. As an initial troubleshooting step, I recommend clearing the cache within your browser. Sometimes the cache can become bogged down with older data, potentially affecting views and performance in QBO.

 

This article will walk you through the steps to refresh the browser: https://quickbooks.intuit.com/community/Getting-Started/How-do-I-clear-my-browser-cache-and-temporar.... You'll just need to select the particular browser you're using.

 

Feel free to let me know how things look after trying this, and we'll go from there. Take care.

 

 

5 Comments
QuickBooks Team

Re: Cannot disconnect banking accounts

Hey there, bgrebil.

 

Thanks for reaching out for support here in the Community. I want to make sure you're able to disconnect bank accounts in QuickBooks Online.

 

I appreciate the screenshot you attached with your question. You're looking in the right place for the "Disconnect this account on save" check box. As an initial troubleshooting step, I recommend clearing the cache within your browser. Sometimes the cache can become bogged down with older data, potentially affecting views and performance in QBO.

 

This article will walk you through the steps to refresh the browser: https://quickbooks.intuit.com/community/Getting-Started/How-do-I-clear-my-browser-cache-and-temporar.... You'll just need to select the particular browser you're using.

 

Feel free to let me know how things look after trying this, and we'll go from there. Take care.

 

 

Active Member

Re: Cannot disconnect banking accounts

Aha! That did it. Glad it was something simple. Thank you!

QuickBooks Team

Re: Cannot disconnect banking accounts

That's great to hear! You know where to find me if you have any other questions.

Experienced Member

Re: Cannot disconnect banking accounts

Hello,

 

I am having the same issue. Hoever, my screenshot shows something different. I earlier had 2 accounts linked to QBO and i disconnected one of these as we had closed the account. Since then, i have not been able to download transaction on the other one (they had the same login on BOA). I am also not able to disconnect the current active one (was trying to disconnect and re-connect it).

 

Please assist.

QuickBooks Team

Re: Cannot disconnect banking accounts

Thanks for providing such detailed information, ankitdkabra.

 

Thanks for elaborating how you're unable to disconnect your bank account in QuickBooks Online. Also, the screenshot gives me a clearer view as to what's happening when doing the process. I can help get things sorted out for you.

 

I've checked if we have an ongoing issue on this, and so far, there's none. Just as the recommended solution by @MorganB above, we can do a basic troubleshooting steps to resolve this. 

 

You can start by logging into a private browser. Please note that, browsers use cache of memory to work efficiently and load pages faster, however as data collects it can cause unexpected results. 

 

The steps depend on which browser you're using:

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

Once done, restart your browser for the changes to take effect. These steps should help disconnect the bank account. 

 

Let me know how the process goes once you get the chance to try it. I'll be around!