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Level 1

Chase checking and credit card accounts not syncing

Hello,

 

All four of my Chase accounts (1 checking,  1 savings, 2 credit cards) have stopped syncing.  I was able to re-connect the checking and savings accounts last week, and that worked temporarily, but now they are not syncing again.  I had to delete one of the credit cards in the hopes of re-linking it, but QBO won't even let me delete the second card.

 

Can someone please let me know when the Chase connection issues will be fixed?

 

Thank you,

Kristine

39 Comments
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QuickBooks Team

Chase checking and credit card accounts not syncing

Hi there, @kristine181.

 

I appreciate you letting us know what's happening and you reaching out to the Community. I can share some information about the Chase checking and credit card accounts issue.

 

There's an open investigation about Chase bank not syncing with QuickBooks. We don't have a set time frame yet but we're already communicating with your bank to find a permanent fix. We don't advise to manually upload your transactions for it'll cause duplication.

 

We'd like to make sure your account information is added to our notification list. This helps our engineers see how widespread the issue is, as well as any common components between those affected. To be added, please give us a call using the contact number in this link: QBO Phone Support Team.

 

Thank you for the patience as we are doing our best to get this resolved. I will also loop back into this post once updates are available.

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Level 1

Chase checking and credit card accounts not syncing

I'm having the same problem with American Express as well.

 

I didn't know if deleting it would solve the problem.

 

 

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Anonymous
Not applicable

Chase checking and credit card accounts not syncing

Thanks for adding to the conversation, TKBASSCHIC,

 

Let me add some information about the issue you're experiencing with the QBO online banking.

 

While our engineers are still working to implement a solution, we would not recommend deleting your account. Deleting a non-zero account will create adjusting entries to zero-out the bank balance. This adjustment transaction cannot be deleted without the account being undeleted.

 

Instead, we'd suggest getting in touch with our QBO Phone Support Team for them to add you to our notification list of affected users. They might also have additional steps they can provide to get past the problem temporarily.

 

Please keep me in the loop, TKBASSCHIC. I'm always here to get things figured out for you.

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Level 1

Chase checking and credit card accounts not syncing

We are really screwed right now with our Chase connection.

 

My books are getting pretty messed up right now.

 

Considering how large of a bank Chase is and how many businesses use them for banking, hopefully we get a fix quick or else we're going to be feeling the pain.

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QuickBooks Team

Chase checking and credit card accounts not syncing

Hello there, Jonger1150.


Thanks for elaborating how the Chase connection issue affects your company.


Just as how my colleagues’ @Honey and @Jen mentioned above; Our Online Banking team is continuously working with Chase Bank to provide a solution as soon as we can.


While we don't have a definite time as to when the resolution will come out, rest assured we're actively working to deliver one that'll prevent this from happening again.


In case you're not added yet, please give us a call so we can include you to our list of affected users. Our most-up-to-date information can be found here:


Contact support (US only)


I'll also make sure to update this post once I get a communication from our Banking Team that this has been fixed. We appreciate your patience as we look into this for you.


Let me know if there's anything else you need help with. I'll keep an eye out!

 

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Level 1

Chase checking and credit card accounts not syncing

Still not syncing as of this morning with Chase Bank accounts.  Please fix!

Highlighted
Moderator

Chase checking and credit card accounts not syncing

Hello, @christy123.

I appreciate the information you provided about the connection issue between Chase Bank and QuickBooks Online.

 

As my colleagues' @HoneyLynn_G, @Anonymous, and @VivienJ mentioned, 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 Chase Bank to determine why you're not getting your transactions in your bank feed.

 

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.

 

You can get our most-up-to-date contact number here: https://quickbooks.intuit.com/community/Getting-Started/Get-help-with-QuickBooks-Online/m-p/185932.

 

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

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Level 1

Chase checking and credit card accounts not syncing

Is there a timeline set on the resolution to this?

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Anonymous
Not applicable

Chase checking and credit card accounts not syncing

Hey there, Arne G,

 

Thanks for requesting an update about the ongoing issue with the Chase account not updating in QuickBooks Online.

 

At the moment, our Support Team has not yet released a definite turn around time on when this issue gets resolved. They're still coordinating with your bank to determine why your transactions aren't updating in the bank feeds.

 

If you aren't subscribed to our notification list, I'd recommend getting in touch with our Online Care Support. That way, you're able to receive live email updates from our engineers and keep up with how the investigation is going.

 

Here's how to reach out to our phone representatives: Get Help with QuickBooks Online

 

Please feel free to get back to me if you need further assistance or updates with QuickBooks. I'm here to help you whenever you needed help.

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Level 1

Chase checking and credit card accounts not syncing

Hello,

 

My Chase Business accounts aren't syncing either.

 

Can we get a timeline for when this will be fixed. Or, do you have any recommendations for integrations you have that work better than either Chase or Amex?

 

Thank you very much.

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QuickBooks Team

Chase checking and credit card accounts not syncing

Hi there, malone25.

 

Welcome to the Online Community Let me provide some information about the online banking issue you’re experiencing with Chase.


Our engineers are all hands on deck working towards finding a permanent solution. There’s no definite time frame as to when the error will be resolved, rest assured we’ll keep you posted once there’s an update to the issue.


In the meantime, check the online banking connection and make sure you’ve switched over to the new Bank Feeds Direct Connect feature. For more information about the new banking setup, check out this article Bank Feeds Direct Connect  FAQ.


However, if your Chase account is already linked to the new connection, I encourage contacting our QuickBooks Online Support Team to add your company to receive email updates.

 

I appreciate your patience while we look into this. If there's anything else that I can help with, drop me a line. I'll get back to you as soon as possible.

 

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Level 1

Chase checking and credit card accounts not syncing

We are having the same issues. We will call and be added to the list of impacted firms. However, i must say that this is a completely untenable situation. We are nearing the end of the tax year, and we need our books to be up to date so that we can finalize year-end numbers, determine bonuses, etc. It is simply inexcusable that two firms as large and (in theory) sophisticated as Chase and Intuit cannot get this resolved. If it does not get resolved quickly, we will be switching to a different bank and a different account solution. Xero is starting to look pretty good. I simply cannot justify the cost of having to manually input weeks and weeks worth of transactions into QB.

 

Andy Neal

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QuickBooks Team

Chase checking and credit card accounts not syncing

Hello there, Hlaw1.

 

Thanks for joining this thread. Allow me to provide some additional information about the ongoing issue with Chase account. 

 

As far as we want to provide the exact date if when this will be resolved, but right now we still haven't receive any updates yet. What I can assure is that our engineers are currently investigating and working on an immediate fix.

 

Since you've already added to the notification list of affected users, you'll be notified of any updates on the progress on the investigation via email. Also, we'll update this thread once we received an update from our engineers. 

 

We appreciate your patience as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out. 

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Level 1

Chase checking and credit card accounts not syncing

Um I'm seeing two weeks ago this was the last response and nothing is resolved on my end. Yes, this is a new person with the same issue with my AMEX card. To do this toward the end of the year is absolutely inexcusable. You should be giving all that are affected credits for their subscription to QuickBooks. This is unacceptable and inexcusable! How can you have us pay for an accounting platform if it doesn't do any accounting?? Let me guess you are going to respond with "Hi there we hear you and our engineers are working hard to solve the problems." I don't want to hear this crap reply. Fix it today. 

 

Do you need effective engineers because I have a bunch of them if you need them because no engineer needs months to solve any problem. By this rate, I hope I'm still alive by the time QuickBooks syncs with my AMEX card to do accounting.

 

 

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Anonymous
Not applicable

Chase checking and credit card accounts not syncing

Hi, @3DPRINTING.

 

Thanks for sharing your thoughts here in the Community. I can see you've been through a lot in dealing with this issue. The last thing you should be worrying about is getting a problem syncing your AMEX card.

 

At this time, we do not have an estimated time frame as to when the error will be resolved. In the meantime, we can try importing a CSV as a workaround. I'd also suggest contacting our Online support so they can add you to the list of affected users and send an escalation request.

 

I can pass along all the feedback you have to the appropriate channels so you're able to reach a point of resolution as quickly as possible. You can also send your feedback through this link: http://feedback.qbo.intuit.com. As soon as an update is received, I, or another member of the Community Team, will update this thread and let you know so that you can get back to business. 

 

Please bear with us. Keep me posted if you need anything else.

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Anonymous
Not applicable

Chase checking and credit card accounts not syncing

My Chase credit card is still not syncing. This has been a recurrent theme. Online customer support is not helpful. 

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Moderator

Chase checking and credit card accounts not syncing

Hello Daizymela,

 

May I know what error message you received? This will help us know what we can do about it. We can also review our system for any ongoing issues about the error.

 

I'd appreciate any details and screenshots you can provide. Thanks in advance!

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Anonymous
Not applicable

Chase checking and credit card accounts not syncing

Previously when my Chase Credit card would not sync there was an error message. This time, however, I am not receiving any error message. The credit card is not updating. I have tried in multiple browsers and online support is not helpful.

Highlighted
Moderator

Chase checking and credit card accounts not syncing

Thanks for getting back, daizymela.

 

I appreciate you for trying some workaround to resolve it ahead of time. Please know that this issue has already been reported to our engineering team. They are closely working with the Chase bank so you'll be able to update your credit card successfully.

 

While we haven't receive any updates yet, I recommend giving us a quick call in case you haven't done it. This way, you'll be added to the containment list so you will be notified once this is resolved. We send the updates through the email associated to your Intuit Account.

 

We'll also be updating this thread once a resolution is released. We appreciate your patience.

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Level 1

Chase checking and credit card accounts not syncing

Hi,

 

I'm having the same issues with the Chase accounts for 2 of my clients. Another one I have, strangely is fine.

 

But the error message I receive is as follows:

 

"Looks like we don’t have access to this account

Let’s make sure it’s connected to QuickBooks. (352) Sign in to Chase"

 

Its extremely irritating to have to constantly re enter the log in to get it to sync.

 

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Level 1

Chase checking and credit card accounts not syncing

I am having this same issue, have for the last three months....I can’t in any way do my year end taxes because of this issue.  I have two Chase accounts linked and one is fine and the other hasn’t not linked in months....they will alternate on and off as far as syncing goes.....

 

I have contacted customer care, of course, and got an email it was resolved and if absolutely is NOT.

 

I am will be switching to a more reliable bookkeeping software for 2019 but have to file for 2018 and my books are a mess 😡😡😡

Highlighted
Moderator

Chase checking and credit card accounts not syncing

I'd like to let you know that the error you're getting has been resolved, kat4260.

 

This error is caused when the user who's trying to update the connection is a secondary user with Chase, and not the Primary account holder. It could be that Chase bank has restrictions on who can access the new OAuth connection. That's why you're always asked to enter your log in credentials when syncing your bank to QBO. You can refer to this article to learn more about this: Bank Feeds Direct Connect FAQ.

 

However, if this error occurs when you're logged in as the Primary user, I'd suggest giving us a call. We can thoroughly investigate what's causing this, to ensure that it gets resolved immediately.

 

Here's how to get our contact number:

  1. Go to this link https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Online.
  3. Click the Solving issues & error messages topic.
  4. Click the Banking sub-topic.
  5. Scroll down and click the Get Phone Number button.

Your patience is highly appreciated. Please let me know if you need anything else. I'll be here to help you some more.

Highlighted
Level 1

Chase checking and credit card accounts not syncing

Hi. I have been having the same issue as the other people on this board, and I would like to report that it is NOT resolved. I am the primary account holder with Chase, and I am still not able to sync both of my cards at the same time. I sync one, and the other one gets kicked off. I sync that one, and the first one gets kicked off.  I have to keep manually switching back and forth and importing new transactions every few days. It is now tax time and I'm unable to reconcile both credit cards under the same account like I used to, and it's extremely frustrating. It's even more frustrating that when I called about this a week ago, I was told my case was escalated and that I would receive a phone call the next day. That did not happen (it's been seven days) and every time I call, the wait for phone support is 25 minutes or more. This is not sustainable. I need to know what is going on, if it will be resolved, and how Quickbooks is going to compensate those of us who have spent the last two months or more frustrated and extremely worried about this issue. 

Highlighted
Moderator

Chase checking and credit card accounts not syncing

I appreciate you for bringing this to our attention, roughdraftny.

 

Upon checking the investigation, our engineers are still working on getting this resolve. Since you've already reported this to our QuickBooks Care Team, you'll be notified regarding the updates of the investigation via email.

 

If you may need to speak with a phone agent for updates, you may need to call them and provide the case number so they'll have a reference on your previous call. However, due to a high volume of calls, it may take some time for our phone agents to respond to your call. 

 

Thank you for being patient. Should there'll be anything else you need or questions about this, don't hesitate to reach back to me. I'm always here to help.

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