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Anthony6
Level 2

HSBC USA Bank Connection not working for last couple weeks

The QBO bank connection to HSBC USA has been broken for the last couple of weeks.  It keeps on saying my username/password is incorrect.  I disconnected and tried reconnecting account and it still doesn't work.  I think it's because HSBC implemented additional security for their logins (requesting DOB).  When will this be fixed? 

40 Comments
JamesDuanT
Moderator

HSBC USA Bank Connection not working for last couple weeks

Hello Anthony6,

 

Do you have a specific error code when connecting you bank to QuickBooks Online? What steps did you take so far?

 

Any information and screenshots you can provide would be much appreciated. Thank you in advance!

Anthony6
Level 2

HSBC USA Bank Connection not working for last couple weeks

Error 103: "Try signing in again"

 

The steps I've taken are:

1) Connect Bank

2) Find HSBC Bank USA

3) Enter Username/Password and press Continue

4) Check the "I'm not a robot" reCaptcha and press Continue

5) Screen shows "Connecting" for a few seconds then displays Error 103 with username/password box again

6) Repeat steps 3-5, then get screen that says "That sign-in info didn't work.  Sign in to the HSBC BANK USA site.  Then return here and try connecting again. (103)".  I can sign into HSBC online banking fine.  

KhimG
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi there, Anthony6.


I appreciate you sharing the steps you’ve taken to connect your bank with QuickBooks Online. Let me share some information about the error you encountered.  


Error 103 is a known issue with HSBC Bank USA when connecting with QuickBooks Online. Our product team is diligently working with your bank to get a fix on this unexpected behavior as early as possible.


While they’re continuing to work on solving the issue, allow me to help you get your transactions downloaded into QBO 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.

To learn more about WebConnect, you can take a look at this article:

https://quickbooks.intuit.com/community/Banking-and-bank-feeds/How-to-upload-more-than-90-days-of-ba....


In the meantime, I’d also suggest reaching out to our Customer Care Team to add your account to the list of affected users. This way, you’ll be notified of any updates on the progress of the investigation.

You can find our phone support updated number through this link: https://community.intuit.com/articles/1145770.


Thank you for your patience and understanding. Feel free to reach out to me if you need anything else. I’m always here to help.

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

https://quickbooks.intuit.com/community/Banking/HSBC-connection-broken-after-a-revamped-login-proces...

 

Yep, hsbc added bday as an additional step.

 

Absolutely ridiculous we have to phone call in 2018 for an online service priced higher then competitors... please implement email support so we can spend 10 seconds to send an email 24/7.

 

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. I'll be sure to send an invoice to QBO for my time waited.

 

EDIT 2: We have a Discord chat server to chat about this topic - affected? Join us @ https://discord.gg/dRffq7H

KhimG
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi, dylanh724.

 

Thanks for looping in. I want to let you know that I've already addressed your concern posted on this link: https://quickbooks.intuit.com/community/Banking/HSBC-connection-broken-after-a-revamped-login-proces....

 

If you have any questions with QuickBooks, don't hesitate to post again in the Community. I'm always here to help. Wishing you the best!

Brindelle
Level 1

HSBC USA Bank Connection not working for last couple weeks

Is there any update on the timing for a fix to the problem? Would prefer to not have to do the manual download. 

KhimG
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi there, Brindelle.


Thanks for reaching out to the Community space. Let me share an update about the connection error and how to fix it.


It’s reported that the error you encountered when connecting HSBC with QBO is a valid login error. Make sure to update your credentials by logging into the HSBC Bank website and access from there.


If you’re able to log in, please return to QBO and update the account credentials. If the same problem persists, I’d suggest getting in touch with Customer Care Team for further assistance.


They can do screen- sharing with you to get a fix for this issue. You can find our updated phone number through this link: https://community.intuit.com/articles/1145770.


Please let me know how these steps work out for you. If there’s anything else you need, feel free to reach out. I’ll be here to help.  Enjoy your day!

Anthony6
Level 2

HSBC USA Bank Connection not working for last couple weeks

When will this error get fixed?  It's VERY ANNOYING.  Especially since Quickbooks also can't process the OFX / QFX downloads from the HSBC website most of the time (error when trying to upload the file.)  

Rasa-LilaM
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi there, Anthony6.

 

Thanks for turning to the Community regarding the HSBC USA online banking error. I’m here to share some details about this.

 

I’ve looked into this further and the engineering team is all hands on deck to get your bank feeds reconnected. We don't have a specific time frame when the issue will be resolved.

 

Rest assured, well keep you updated once there’s a progress. I recommend contacting our QuickBooks Online Customer Care Team so your company can be added and receive email notifications as they become available. 

 

In the meantime, try to log in to the HSBC Bank website and access the account from there. If you’re able to log in using the same credentials, please return to QuickBooks and update the account credentials. 

 

Check out this link on how to update your bank account sign-in information.

 

If there's anything else that I can help you with, feel free to drop a comment below. I'll be glad to assist you further. Happy Thanksgiving. 

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

Topic continued @ https://quickbooks.intuit.com/community/Banking/HSBC-connection-broken-after-a-revamped-login-proces...

 

TL;DR: It's been months, QBO still has not only done 0 about it, but have not even gave a notice to end-users despite being aware of the bug for months and not doing anything about it. As a dev, myself, it's clear that they simply need a dev to consider date-of-birth (HSBC's new login addition), but my guess is that QBO outsourced it and can no longer get hold of that dev, so they likely shrugged it off and are procrastinating as long as possible with no progress. It's poor.

ShiellaGraceA
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Our Developers are still gathering more details for their investigation, dylanh724.

 

As soon as they have them, we will keep this thread updated.

 

Let us know if there's anything else you need.

 

 

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

> Our Developers are still gathering more details for their investigation, dylanh724.

 

It's been months. And all you are providing is the same copy+paste canned message as months ago. I mean, heck, are you a BOT? Do you have any substantial information you can give me? A real timeframe? Anything other than <canned message that we're working on it, repeatedly using for months at a time>?

 

Why does it still allow you to connect your account instead of disclose it's broken? With the knowledge that it's been broken for months, why would you not inform end-users? Why let them spend hours thinking it's their own fault thinking they're logging in incorrectly or something? I was one of these people, @ShiellaGraceA , spending hours trying to figure out what ended up being a QBO bug.

 

This is a huge deal and is pretty much the reason I even have QBO. I'm not sure why I'm even paying for it when I'm manually doing all of this stuff -- why is this BREAKING bug being downplayed so significantly?

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

To add, it's even worse than expected:


When you download your HSBC checking and credit card statements, importing manually with CSV has huge issues:

 

* Importing CSV will ignore the 1st row in the import preview.

* When ACTUALLY importing, it ignores the first TWO rows when the 2nd row showed fine in the preview. Yes, I'm on the "ALL" tab -- it's not there.

 

 

"HSBC link is broken for both banks and cred cards"

QBO: Our engineers are on it!

<3 months later>

"HSBC is ... still broken...."

QBO: Our engineers are on it!™Our engineers are on it!™. Oops, pasted that canned message 2x by accident. I have no idea what the engineers are are doing, but they're on it

"Alternative?"

"Oh, use the tedious as heck method that goes against the reason you're probably using QBO for. Import CSVs. Oh yeah, by the way, that process is broken in numerous ways, too. Oh yeah, and you're stuck with us since import tools don't exist unless you have Windows 95 and IE6 with ActiveX. Good luck"

 

https://quickbooks.intuit.com/community/Banking/Import-preview-csv-is-missing-the-first-AND-second-r...

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

bump

JanyRoseB
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi, dylanh724.

 

Thanks for getting back to us. Allow me to jump in and provide some updates about the HSBC USA online banking error. 

 

I appreciate you for following the workaround provided by my colleagues. The status of the investigation about this issue is still in progress, as of now we haven't received any updates if when this will be resolved. Rest assured that our engineers are currently investigating and working on an immediate fix. 

 

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.  

Brindelle
Level 1

HSBC USA Bank Connection not working for last couple weeks

You keep giving the same generic answer.  This has been going on for months.  Can you please give a specific update - not just that you are working on it.  When will this be resolved?

JanyRoseB
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hello there, Brindelle.

 

As much as we would love to provide you the exact date if when this will be resolve, still we haven’t received any updates yet as of the moment. Rest assured, we’ll keep you posted once the issue is resolved. If you’ve been added to the list of the affected users, you’ll be notified through email. 

 

We appreciate your patience and understanding. You're always welcome to post if you have any other concerns. Have a good one. 

Beltup2drive
Level 1

HSBC USA Bank Connection not working for last couple weeks

I too am being affected by being unable to upload my transactions to QB.  I have changed all of my security details and reconnected to QB but still the same problem.  No error code, but the actual feel does not update.

I was unaware that this has been going on for months for others.  Mine has been most of this year.  Very annoying and my accounts on QB are now out of date.  

Although you still keep taking payment for a service none of us are able to use.  

My husband is a QB Small Business User and has no such issue with connecting and updating his accounts from HSBC so what is the problem?

 

Angelyn_T
QuickBooks Team

HSBC USA Bank Connection not working for last couple weeks

Hi there, @Beltup2drive.

 

Thank you for joining the thread. I'm here to help share information about the connection issue with HSBC USA Bank.

 

As mentioned by my colleagues above, our banking team is currently working with your bank for an immediate fix.

 

To receive resolution updates and be added to the list of affected users, I suggest getting in touch with our QuickBooks Support Team. Once added, you'll automatically receive an email notification for the latest updates.

 

For the support's contact information:

  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.

As soon as we receive updates from our banking team, I'll update this thread as well.

 

Feel free to add a post/comment if you have any other banking concerns. I'm always here to help you!

malbo
Level 2

HSBC USA Bank Connection not working for last couple weeks

I am also an affected user. Since October 18th, 2018 HSBC lost connection with QBO because of their change in security protocols. I also have repeatedly asked both Quickbooks and HSBC to see if this connection can be resolved and I joined their list of affected users. I also have tried to import my transactions in CSV files and experienced errors.
 
The last message I got from QBO was that I would get an update on February 8th. I have not received this update. I just wanted to chime in here so that us affected users can form an alliance of some kind. Strength in numbers. 
JonpriL
Moderator

HSBC USA Bank Connection not working for last couple weeks

Hi @malbo,

 

Allow me to join in on this thread and share a little more information about the connection of your HSBC bank.

 

I would like to inform you that we've escalated this to our Engineering and Banking Team. And they've been working to resolve this issue. As of this time, I don't have the update as to when and how this will be worked on, rest assured that this is being looked into.

 

I would like to add as well that an update will be sent directly through your email. In the meantime, please bear with the email messages for the updates.

 

I can pass along all your feedback to the appropriate channels so you'll be able to reach a point of resolution. As soon as an update is available, I'll be always around to tell you and everyone in this thread can get back to business.

 

I appreciate your patience and understanding while this connection is being worked on. 

dylanh724
Level 3

HSBC USA Bank Connection not working for last couple weeks

Anyone want to make a Discord server+link so we can chat about this? These forums are horrid for this subject -- we just get a bunch of BOT responses saying "rest assured!" since October. That quite the opposite of feeling assured.

 

I actually got the email update. You know what the update was? Another delay. It's disgusting that this AAA company can't even be bothered to hire devs to fix this issue, or even give a warning to users that may not know it's NOT THEIR FAULT. If you fail to connect the account; guess what: QBO still makes you think it's your fault.

 

I tried asking for credit since it's clearly a major feature that they advertise. Nope, they won't credit a single penny. 

Rose-A
Moderator

HSBC USA Bank Connection not working for last couple weeks

Hi, dylanh724.

Allow me to step in and provide a little information about the HSBC connection issue with QuickBooks Online.

 

I would like to inform you that this is already been escalated to our engineering team and at work on a solution. Although I don't have a specific time frame as to when and how this will be mediated upon, rest assured are looking into it. However, as more information becomes available, I'll be sure to let everyone know the root. 


I'll be sure to submit feedback on your behalf and will keep you updated every now and then until we've completely resolved the issue.

 

For the meantime, you can reach out to our Customer Care Team via live chat or phone support:

 

  1. Click (?) Help at the upper right corner.
  2. At the bottom, click on Contact us.
  3. Type in your concern then hit Continue.

Should you need any further information, please do not hesitate to let us know. Have a good one.

malbo
Level 2

HSBC USA Bank Connection not working for last couple weeks

yes I think we need to gather. I dont know what a Discord + server is but count me in. When this happened (which has officially destroyed any chance that I will be up to date on my taxes this year) I have wondered who else has been afflicted, and there has to be enough people to create a group... 

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