How do I turn off a closed/grayed out connected account?

Let's make sure you'll be able to close the bank account that was compromised, starrybrit.

But before we start, may I know if you have already connected to a new account? If so, you can hide the old one if you don't want to see the transactions from that bank account anymore. Hiding them also stops QuickBooks from downloading new transactions, and lets you keep all the existing data. You can follow the steps below to hide your bank account:

1. Open QuickBooks Self-Employed in a web browser.
2. Select the profile ⚙ icon and then Bank Accounts.
3. Find the account you want to hide.
4. In the Show Account section, select the toggle to OFF.

If there are bank transactions that were downloaded from your old bank account and were added to QuickBooks, you can exclude them instead. Here's how: 

1. Go to the Transactions menu.
2. Find the transaction you want to exclude and select it to expand the view.
3. Select the Exclude this transaction checkbox.
4. Select Save.

However, if your main concern is you have issues when selecting the toggle to OFF while you want to hide the compromised bank account, we can perform some troubleshooting steps to fix the issue. You can log into your QuickBooks Self-Employed account in a private window (Incognito). You can follow the shortcut keys below:

• Press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

Once logged in, double-check if you're already able to toggle the OFF switch. If so, return to your default browser and clear your cache to speed up the loading process. There are times the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing them will refresh the system, and you'll be able to work with a clean slate. However, if the issue persists, try switching to a different browser.

Also, money transfers between connected accounts will show up in QuickBooks. This usually happens when you move money between your business and personal accounts. Learn from this article on how to categorize transfers to keep your accounting clean and accurate: Categorize Money Transfers In QuickBooks Self-Employed.

Feel free to comment below if you have other questions in mind. We're always right here to assist you further. 

As I mentioned, the problem is that the off toggle is not working. I can't move it to off!

I tried the cache clearing and incognito window approaches - same problem. The toggle shows up, but you can't select it.

So as the old account had a balance in it when it was closed, quickbooks is still counting that balance as cash on hand and that is making my cash balances incorrect.

I can probably create a transaction to zero out the balance but I'd rather not do that.

Yes, the new account is connected.

Please advise how to solve the toggle problem. 

Thanks for the update, @starrybrit.

I can see the urgency of getting your banking error resolved. Let me help route you to the best support who can investigate this matter and provide the appropriate fix so you can manage your transactions and financial data accordingly.

Since your banking issue continues, even after performing the recommended troubleshooting steps, I encourage you to reach out to our Customer Care team. They can create a case to investigate your error and guide you with a fix. Here's how:

1. Go to the Assistant menu.
2. Type in Talk to a human in the Type something... field (twice).
3. Select the I still need a human option.
4. Choose either Message an agent or Get a callback.

Once everything is all set, you may also want to check out one of our Help pages as your reference in managing your business's growth and transactions using QBSE: QuickBooks Learn and Support. It includes help articles, Community discussions with other users, and video tutorials, to name a few.

Let me know if you have other banking concerns or questions about managing transactions in QBSE. I'm always ready to help. Take care, and have a great day, @starrybrit.