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dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

 
9 Comments 9
Mark_R
QuickBooks Team

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Glad to have you here in the Community, @dwatkins1.

 

It's possible that QuickBooks Self-Employed (QBSE) is unable to connect to your bank. Let's refresh the bank connection so you can see the transactions in your QBSE account and get you back to working order.

 

Here's how:

 

  1. Click the Gear icon at the top-right corner, then select Bank accounts.1.PNG
  2. On the Bank accounts page, click Refresh all.2.PNG

If you're still unable to receive updates, you can log in to your bank’s website and download an updated list of your transactions and upload them to QuickBooks using a CSV file. For more guidance, feel free to check out this article for the detailed steps and information: Add older transactions to QuickBooks Self-Employed.

 

Keep in touch if you need more help with your bank transactions, or if there's anything else I can do for you. I always have your back and am always happy to help. Have a great day!

dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Unfortunately, it still didn't work. Went through the process of uploading the .csv file and received (image attached)

 

 

dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Received the following (attached).

Mark_R
QuickBooks Team

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

I appreciate you getting back to us and providing a screenshot, @dwatkins1.

 

Let's review the format of the CSV file that you're importing to ensure it's formatted correctly. This way, we can ensure that the Date, Description, and Amount columns on the CSV file match the columns and order in QuickBooks Self-Employed (QBSE).

 

Also, you'll have to check if the file has blank lines, if it does, delete them. And make sure to select the column header labels (from the dropdowns) that match the column header labels in your CSV file.

 

Here's how your file looks like when it's ready:

 

3 Columns1.PNG

 

4 Columns2.PNG

 

You can also read these articles to learn more about importing transactions in QBSE: 

 

Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day and stay safe.

dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Still doesn't help, trimmed file down to 3 columns but will not import.  Looks as if it doesn't actually choose the file when selecting the .csv.

dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Screen Shot 2020-07-04 at 12.43.24 PM.png

ReymondO
QuickBooks Team

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Thanks for getting back to us and performing the steps provided above, @dwatkins1.

 

It's possible that you're getting this error because of the cache issue with your browser. There are times that too much cache files stored on the web can cause unexpected behavior with the product. To clear this out, we can perform some basic troubleshooting steps.

 

First, use a private window to access QuickBooks. This will prevent the use of cookies stored on the computer. You can access this by pressing the following commands:    

 

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

 

If it works, then let’s go back to your regular browser and clear the cache. These caches of data are essentially junk files and can be safely deleted to free up storage space.

If the same problem occurs, try using a different supported browser. This can be an issue with the browser that you use and QuickBooks.

 

Once everything is fixed, you can now categorize your imported bank transactions.

 

If there's anything else I can do for you, please let me know. I'll be around to help.

dwatkins1
Level 1

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Tried that, still didn't help.  I even tried opening in Safari (because i use Chrome) and that one account is greyed out as well.  

LieraMarie_A
QuickBooks Team

I have a bank account and it says it's connected but it's greyed out and i can't see any transactions from that account, help ??

Hi there, @dwatkins1.

 

At the moment, we have an ongoing investigation about QuickBooks Self-Employed (QBSE) accounts being greyed out and not pulling in transactions. Rest assured that our engineers are working to identify what's causing the issue and provide a permanent fix.

 

I encourage you to reach out to our Customer Care Team to add your account to the list of affected users. This way, you will get notified of any updates on the progress of the investigation via email. Provide this investigation number: INV-47564.

 

You can contact our support through the Help icon in your account. I'll guide you how.

 

  1. Go to the Help icon.
  2. Click Contact Us.
  3. Enter your questions or concerns and click on Let's talk.
  4. Choose either Start a chat or Get a callback.

 

Just a heads-up, due to the ongoing pandemic, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. For more details, refer to this article: Support hours and types.

 

Also, you can browse our QuickBooks help articles. It contains resources to help easily accomplish your tasks in QuickBooks.

 

Please let me know if you have additional questions or concerns. I'm always here to help. Have a good one.

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