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dylanh724
Level 3

HSBC connection broken after a revamped login process

 

TL;DR: Broken since Oct with broken promises to fix it BEFORE tax season. We got screwed. No credit is being offered and the fix ETA keeps getting bumped for 4 months now. Affected? Let's chat in Discord @ https://discord.gg/dRffq7H

--Heya QBO, HSBC now asks for birthday as an additional parameter when logging in. Fun stuff for devs. Any idea when this will be fixed? My workflow is destroyed while this is broken~ 

 

(PS -- why does UK get email support but US does not? For the amount we're paying, this is ridiculous I have to post this issue in a community forum. It sort of feels like '90s support - and the irony of being an all-online product, but no email support is a just odd).

 

EDIT: "AVERAGE WAIT TIME 25 MINS"?!?!?!? Good god. Please enter the past decade and give us email support, well-deserved for the price we pay.

 

EDIT 2: Related post @ https://quickbooks.intuit.com/community/Banking/HSBC-USA-Bank-Connection-not-working-for-last-couple...

EDIT 3: I'm calling now and requesting a refund for every month that HSBC connect is not up for the month and every month hereafter. I suggest you do the same. This is a major featured not advertised and this is basic consumer rights.

 

Tax season is just around the corner. This is absolutely abysmal customer service with false reassurances. I also just got off the phone with HSBC: You cannot opt-out of their CAPTCHA and birthdate that QBO can't handle. And they won't be able to unless they have a team of humans dedicated to answering captcha's, which is also likely against HSBC's terms of service.

 

Source: I'm a dev. I know this stuff and why it's taking forever. It's NOT going to happen unless they have a specific partnership with their dev team. Which won't happen. 

 

EDIT 4: QBO customer service said nay to a refund, despite being a major feature and protected under general consumer laws: Heck, they didn't even update the error to admit it's a bug - they make you think you're stupid by saying invalid credentials (and keep on advertising the feature). Naturally, the experience was posted on Reddit, since these forums are a bit useless: https://www.reddit.com/r/QuickBooks/comments/ab7zqn/2_months_later_qbo_engineers_failed_to_reconnect...

 

They "trapped" me in just in time for tax season. It's pretty clear what they're doing.

 

(EDIT: Anyone know if X3r0 has HSBC links working? Doubt it, but they'd probably at least disclose it)

7 Comments 7
KhimG
QuickBooks Team

HSBC connection broken after a revamped login process

Hi there, dylanh724.


Thanks for dropping by the Community space. I’m here to share some information about the connection issue with HSBC.


As of this time, our product team is still working with HSBC to get a fix on this unusual behavior. To get your transactions into QBO, you can manually import them by using our WebConnect feature. Here’s how:
1.    Download your transactions from your bank’s website.
2.    Login to your QuickBooks Online account.
3.    Click Banking on the left menu.
4.    Choose Banking at the top then click File Upload. If you’ve never connected an account, select Upload transactions manually at the bottom of the screen.
5.    Select Browse to find and select the file to upload.
6.    Select Open and then click Next.
7.    Follow the on-screen instructions to complete the process.
8.    Select Let’s go! (or Finish) to return to the Banking page and begin reviewing your bank transactions and accept them into QuickBooks Online.

 

For more information about WebConnect, check out this article: https://quickbooks.intuit.com/community/Banking-and-bank-feeds/How-to-upload-more-than-90-days-of-ba....


While we’re waiting for an update on this issue, I’d suggest getting in touch with our QBO Chat Support to add your account to the list of affected users. Click on this link and fill out the information needed: https://help.quickbooks.intuit.com/prechats/offerings/QBOP-CHAT/15024/view.


Currently, we only have a phone and chat support for QuickBooks Online US customers. If needed, you can refer to this article to get QBO support phone number: https://community.intuit.com/articles/1145770.


If there’s anything else I can do for you, please let me know. I’ll be around to help. Enjoy your day!

wordsmithla
Level 1

HSBC connection broken after a revamped login process

HSBC only allows you to download PDF files of statements. This input is therefore not possible. When will this issue be resolved? It appears you first starting looking into it a month ago. Unacceptable.

dylanh724
Level 3

HSBC connection broken after a revamped login process

We are paying premium fees for QBO

 

1. Where is this fix?

2. Why isn't this a priority? It's clear they only added a single parameter to the mix (bday). It should already have been fixed if you guys started already.

3. And why wasn't it done long ago when you got the notice? As a dev, I can confidently tell you that there hasn't been a single API over the past decade that I've used that doesn't give heads up to devs about breaking changes like this. Even Reddit confirmed you knew about this for months. Posting here was not the first post.

 

This was one of the main features advertised for QBO. When am I getting credited for the month(s) lost for this advertised feature that does not work? It's not my fault QBO chose to ignore developer API memos. And it's not like we can port to another competitor because QBO also chose not to update their export function, that requires SHOCKWAVE (long obsolete) and IE6 (Also dead) to continue.

Rasa-LilaM
QuickBooks Team

HSBC connection broken after a revamped login process

Hello there, wordsmithla.

 

Thanks for dropping by the Community. Let me provide some information regarding the issue you’re currently experiencing with HSBC.


I found out that our engineers are all hands on deck working to resolve the issue. While I can't provide you a specific time frame when it will be fixed, rest assured as soon as we have an update, we'll let you know via email.

 

I recommend contacting our QuickBooks Online Support Team to add your company as one of the affected users. If you're currently in the United Kingdom, please follow these steps to contact support.

 

Here's how:

  1. In your browser, enter this link: https://quickbooks.intuit.com/uk/contact/.
  2. On the Contact QuickBooks page, go to the Help and Support section.
  3. Choose QuickBooks Online to see the phone number.

The most update to date phone number for US Support can be found through this link: Get help with QuickBooks Online.

 

Since HSBC only allows you to download PDF files, you’ll need to use a third-party application to convert the file into a supported QuickBooks Online file formats. You can either visit the QuickBooks App Store or just go inside your QBO account and select Apps on the left panel.

 

To give more insights about the supported QBO file types, you can  refer to the How to upload more than 90 days of bank transactions article. Then go directly to the QuickBooks Online file requirements section.

 

 

If there's anything else that I can help you with, you can always leave a comment below. I'm always here to assist you further.

wordsmithla
Level 1

HSBC connection broken after a revamped login process

It is so egregious that I would have to pay additional money to download third party apps in order to make Quickbooks online work for me. The main reason I switched to the online version (with a monthly fee) is so that I could import the data straight from my bank. Many of these third party apps require you to email the pdfs to them to convert. Who would email their bank information to a stranger in order for them to convert the files? The customer service regarding this issue is just abysmal. 

Anonymous
Not applicable

HSBC connection broken after a revamped login process

Hi, wordsmithla.

 

I can see that you've been through a lot with this HSBC connection issue in QuickBooks. Rest assured our Engineering Team are doing all they can to get this resolved.

 

Thank you for sharing your thoughts about downloading a third party app. We want to do our best to ensure you're taken care of and I'd help take your feedback here. If you want you can also send feedback straight to our Product Team: https://feedback.qbo.intuit.com/.

 

Again, thanks for checking with us here. Please feel free to ask if you have other questions about your bank connection.

dylanh724
Level 3

HSBC connection broken after a revamped login process


@Anonymous wrote:

I found out that our engineers are all hands on deck working to resolve the issue.


Pretty hilarious, considering it's been this way since September. There isn't even a proper notice, pretending that it it's the user's fault and hoping they don't see this posts. 

DBSZFEe

As someone that connected to HSBC, can you believe that I did not get ONE notice that it's a bug? Where is the proper disclosures of this advertised service not working for months -- hence, the entire reason I'm paying monthly for QBO?

 

As a dev, I can tell you exactly what the issue is: HSBC added date of birth as an additional security item. Intuit can't be bothered to hire devs to simply add an option for DOB. The competitor X**o did it months ago: Why not Intuit? 

 

Also, as a dev, EVERY API in existence gives countless heads up when an API change is coming up. Intuit clearly knew the change was coming, but did not comply; similarly to GDPR laws (which QBO does not appear to comply with, either).

 

All hands on deck, eh? Well, for just a date of birth change: Where the heck are they? Because they are certainly not on the deck. Or even near it.

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