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Cannot download american express transactions to quickbooks.

Have had trouble in past. Cannot download Amex transactions into QB although other CCs work fine. 

Have verified that AMEX download is active (per amex). 

Have changed pw and cleared keychain of old pw

Have restarted program and computer

Solved
Best answer 12-10-2018

Accepted Solutions
Established Community Backer ***

Amex uses the same log in as you use to log into the web...

Amex uses the same log in as you use to log into the web site (at least mine does). Make sure you can log into the American express web site.  What version number of QuickBooks Mac do you have? 

Select your amex account in the QuickBooks Chart of Accounts window. Choose Edit account. Click on Online settings. Choose disassociate.  Now go to banking->Banking set up and set it up again with your log in user name and password (the one that works on the web site).

101 Comments
Established Community Backer ***

Amex uses the same log in as you use to log into the web...

Amex uses the same log in as you use to log into the web site (at least mine does). Make sure you can log into the American express web site.  What version number of QuickBooks Mac do you have? 

Select your amex account in the QuickBooks Chart of Accounts window. Choose Edit account. Click on Online settings. Choose disassociate.  Now go to banking->Banking set up and set it up again with your log in user name and password (the one that works on the web site).

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

It keeps setting up another credit card even after I map it directly. HAve disassociated all and reassociated no avail

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hello LuLu4,

 

Thanks for posting in the QuickBooks Community. I want to assist you with connecting the Amex Credit Card account.

 

Can you share with me what QuickBooks product you're currently using? Are you also using the Amex Open app? Any additional information you could add would be a great help.

 

I need this information for me to check if there are ongoing investigations with a specific QuickBooks product. If you have time, I encourage you to add a screenshot about the result after connecting to the bank.

 

I'll be on a lookout for your response on this thread. You can add more details by posting a comment below.

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

I am having the same issues -- I am using QBO.  It worked for over a year and then 10 days ago it just wouldn't update.  I haven't changed any passwords so not sure what happened.  Amex customer service -- very reachable -- has checked over everything on their end but said it was a QB issue.  I sat on the phone for over an hour with QB and got nothing but hold music.  I also tried chat with them and nothing for over an hour.  Hopefully this yields some better response from QB

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Thanks for coming to the Community for help, @Nick-Ice.


I appreciate you reaching out to our phone and chat support for assistance. We’re receiving high call/chat volume due to tax season, so hold times may be increased.


Now that you’re in the Community, I’ll do everything I can to help you get your most updated transactions in QuickBooks Online.


Just to clarify, did you get any specific error message when downloading transactions? Additional information about this concern will help us look for the right solution in solving the problem.


While most banks allow both nightly downloads and manual updates, American Express has different limitations when downloading transactions. We can manually update to refresh the connection between bank and QBO.

 

Here’s how:
1.    Click Banking from the left pane.
2.    Select Update in the upper right of the screen.
3.    If prompted, enter your Multi-Factor Authentication (MFA) credentials and select Continue update.

 

Take a look this article for additional information: How to manually update an account to fix banking errors.


If you get the same result after the manual update, I suggest checking out this article for other recommended troubleshooting steps: Fix online banking errors in QuickBooks Online.


That should do it. Please let me know how it goes. I'll be on a lookout for your response, @Nick-Ice. Take care!

Established Member

Re: Amex uses the same log in as you use to log into the web...

I have the same issue

Community Explorer **

Re: Amex uses the same log in as you use to log into the web...

I am having the same issue in the last 10 days. There is no error message, and the total AMEX bank balance  is updating daily per normal, but there are no new transactions coming over to QB since 1/21/19.

 

Spent 2 hours with QB chat support yesterday, and after all that finally got the answer that this is an open issue they're investigating. Not clear why it took 2 hours to get that answer.


Mint used to have these issues constantly, and I dealt with them because it was a free tool -- but we pay good money for QBO, and this sort of business interruption is totally unacceptable. (And why can't they message errors or known issues within the tool, so we don't ALL have to contact their help desk? So dumb.)

 

QB team -- please help and tell me when this is going to be fixed!!

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hello everyone.

 

Thank you for joining the thread. Allow me to help share additional information about connecting/updating American Express account into QuickBooks.

 

We have received reports with other users getting the same performance issues connecting with American Express account. We have already submitted a ticket about this issue and our online banking team are currently working for an immediate fix.

 

As of now, I suggest contacting our QuickBooks Support Team to add you to the list of affected users and receive resolution updates.

 

To contact support:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose QuickBooks Online.
  3. On the Contact Us page, click a topic.
  4. Click on the Get Phone Number button to see the support number.

Thank you for your patience. We'll also update this thread as soon as we receive updates from our online banking team. Have a great day ahead!

Experienced Member

Re: Cannot download american express transactions to quickbooks.

Hello FYI: that did not fix it -- still won't update.  The error message just says that it didn't update and to return to the banking page to fix.  Also, I finally talked to someone on the phone (after over an hour) and basically she took me through the same steps you sent and said there was nothing she could do.  She quickly got off the phone and said they were swamped with other problems.   

 

Not sure why the customer service line is so bad -- especially when you  have such a nice product.  FYI: Chat never came up either after over an hour of waiting.

 

I see you have other people who are having the same issue.  Please make it a priority to fix this along with the terrible customer service line and chat service ( not you guys in the community help) -- again your product is too important to businesses to not have better support.

Active Member

Re: Amex uses the same log in as you use to log into the web...

I am having the same issue as  brand new Quickbooks online user none of my transactions Amex transactions have connected what is going on? I have heard Quickbooks online is glitchty, but this is a pretty major issue...

Active Member

Re: Cannot download american express transactions to quickbooks.

I was on chat   2 hours yesterday for another major issue and it was unresolved..now this has come up and I have only been using the program for a week...not impressed so far.

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Hello, sarasabes,Nick-Ice.

 

We appreciate your efforts for contacting our support team. Sharing your personal experiences about the issue would help our Online banking team’s investigation.

 

Since their investigation is still going on, I’ll make sure to keep an eye on it and will you know once there updates.

 

Thanks for dropping by!

Established Member

Re: Cannot download american express transactions to quickbooks.

I am having the same issue as well. 

 

Everything is logged in correctly, but transactions in the AMEX account are not importing into QBO. From what it sounds like, I am dealing with the same issues as the above members. 

Experienced Member

Re: Cannot download american express transactions to quickbooks.

I am having the same issue as well QB Online won't download AMEX transactions.  Very frustrating.

Moderator

Re: Cannot download american express transactions to quickbooks.

Good to see you here in the Community, tommyjets.

I appreciate the information you provided about AMEX not importing transactions into QuickBooks Online. Let me help point you in the right direction.

 

As my colleagues' Angelyn_T and MikiD mentioned above, we haven't resolved this unexpected behavior yet. For now, the most recent update that I have is that our online banking team is working with AMEX to determine why you're not getting your transactions in your bank feed.

 

As much as we’d like to provide you a workaround so you can update your bank transactions, using our WebConnect feature isn’t recommended since it’ll most likely cause duplicates after downloaded.

 

I suggest you contact our Customer Care Team so they can add you to the list of affected customers. Any progress will be communicated via email. 

 

Our contact details can be found here along with our opening hours:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Get Phone Number button to see the support number.

We thank you for your patience. We'll keep you posted if there's an update, have a good one.

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Hello there, @fishinswany.

 

Thanks for letting us know you have the same problem when downloading transactions from AMEX to QBO.

 

As mentioned by my colleagues above, there is currently an open investigation about the connection issue between your bank and QuickBooks. 

 

At this time, we don't have a workaround for you to try. All customers having the same concern are advised to give our Customer Care Team a call to add their account to the list of affected users.


Please have our representative link your case number to INV-23837. An email notification will be sent to you once an update is received.


Here’s how to contact phone support:
1.    Go to: https://help.quickbooks.intuit.com/en_US/contact.
2.    Choose your QuickBooks Product.
3.    Select your QuickBooks version.
4.    On the Contact Us page, click a topic.
5.    Click on the Get Phone Number button to see the support number.


We appreciate your patience. Please let me know how it goes after contacting them. If you need anything else, leave a reply below. I’ll be here to help. Looking forward to hearing from you soon. Take care!

Active Member

Re: Amex uses the same log in as you use to log into the web...

I am also having the same problem for the past 10 days. Please be sure to post a resolution when found

Established Member

Re: Amex uses the same log in as you use to log into the web...

I am having the same issue since 1/21/19. Amex feed was working fine earlier. This will cause lot of issue to my organization to scale as the work around is to download and upload the qbo file from amex. Please help ASAP.

Moderator

Re: Amex uses the same log in as you use to log into the web...

Thank you for joining the thread, aa1441,

 

I can share some updates about the issue downloading Amex bank transactions.

 

As mentioned by my colleagues, this is currently tagged as an ongoing issue with QuickBooks Online. Our Support Team is already working to roll out a solution for this unexpected hitch.

 

While they do, I'd recommend getting in touch with our QuickBooks Online Support so you're added to our notification lists of affected users. There they can provide you additional workarounds to complete your work temporarily.

 

Here's how to contact us:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose QuickBooks Online.
  3. On the Contact Us page, click a topic.
  4. Click on the Get Phone Number button to see the support number.

You can have our representatives add you to the investigation number INV-23837.

 

In the meantime, we do not recommend using Webconnect as it most likely will cause duplicates after the missing transactions are downloaded. 

 

That should do it, aa1441. Please let me know how it goes. I want to ensure your issue gets taken care of.

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

Yep, have been having the same issue since 1/21/19.   Not surprised whatsoever, Quickbooks customer service has historically been some of the worst I've ever experienced.  

 

Do you have any information whatsoever, as to when this will be rectified?  It's ridiculous that we consistently have to deal with banking issues such as this one.  

 

I just don't have the hour to waste as usual to call the number you mentioned, in order to be added to the list.  

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hello, Cjweiss22.

 

We're unable to provide the date to when this bank issue will get rectified. Rest assured, our engineers are doing their best to get a fixed as soon as possible.

 

If you can't call us, you can keep checking on this thread. We may be posting some updates soon.

 

Your business means a lot to us and we appreciate your patience regarding this matter. If in case you have other concerns, just reach out to us anytime. 

Active Member

Re: Amex uses the same log in as you use to log into the web...

I also have the same issue as everyone else. Nothing since 1/22/19. Amex site says Connect to Quickbooks service currently unavailable. How is Quickbooks not any closer to having this issue resolved after so many days?

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

Same issue.   Transactions from AMEX not loading into QBO.   NEED A FIX

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hello, @dcplumbing and @chrisb3042.

 

We know how important it is that you get your most updated transactions in QuickBooks. However, our online banking team is still looking for a permanent fix for this unexpected behavior.

 

While we don’t have a workaround for you to try, please make sure to give our phone support a call to add your account to the list of affected users. This way, we'll be able to notify you once the issue is resolved. 

 

Here's how to contact support: 
1.    Go to: https://help.quickbooks.intuit.com/en_US/contact.
2.    Choose your QuickBooks Product.
3.    Select your QuickBooks version.
4.    On the Contact Us page, click a topic.
5.    Click on the Get Phone Number button to get the contact information.

 

We will keep you posted here in the Community of any updates available. You’ll be notified through email once there are changes and fixes provided. 
 
Thank you for your patience and understanding. If there's anything else I can do for you, please let me know. I'll be here to help you out.