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I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 months. Any ideas what is wrong for how I can fix this?

 
11 Comments
Moderator

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

Hi there, tommy8.

 

There wasn't any reported case about unable to download bank transactions from AMEX. However, we can refresh the online banking connection to download the bank transactions. 

 

Here's how:

  1. Click the Gear icon.
  2. Choose Bank accounts.
  3. Click Refresh All button.

If there aren't no downloaded transactions, please follow the instructions in this article to manually import them: Import transactions from earlier date ranges

 

We would also want to get the details of your account so we can escalate this bank issue to our engineers. Please contact us as soon as you the step above doesn't seem to work. 

 

If you've got more other questions, post them here and we'll be glad to help you. 

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

,

I had already tried that to no prevail. I will be in contact. Thank you!

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

to Follow up, I contacted support and they had me try to leave the current account and add another one. I receive the same error msg that the site is down and to try again in a few hours. They asked me to try different browsers, which I did with the same msg. As I told support it hasn't connected in over 3 months. They asked me wait another 24 hours :( ... I asked them to escalate my issue to see if anyone else can resolve it. Again thanks for the responses. 

Moderator

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

Hi there, tommy8.

 

I've double-checked here, and I haven't found any ongoing issue specific to the QuickBooks product you're using. Since you already contacted support, I recommend waiting for another 24 hours and check if you'll be able to get back on track with the connection.

 

The escalation may take in place once you're still unable to connect by contacting QuickBooks support all over again. In case you want to import transactions manually into the system, you can download the CSV file from your bank.

 

For the detailed instructions, I recommend visiting the article I'm adding below:

 

Import transactions from other sources.

 

Feel free to let me know how the AMEX connection goes. If you should have any questions, I'm just a click away.

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

I am experiencing the same issue.

QuickBooks Team

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

Thanks for joining this thread, kjellum.

 

I want to make sure this gets taken care of. Thus, I suggest contacting our QuickBooks Team so they can open an investigation specific to Amex bank connection. The contact information is already provided above.

 

Once you're listed as one of the affected users, you'll receive an email notification for any progress and updates of the investigation.

 

For now, I recommend following AlcaeusF's workaround which is to manually import the transactions that weren't downloading from your bank to QuickBooks.

 

Here's how:

  1. Select the Gear icon.
  2. Click Imports.
  3. Select Import older transactions on the right for the account you want the transactions to belong to.
  4. Follow the instructions onscreen to finish importing your data.
  5. Select Import.

Keep in touch for updates. If you have other questions, just let me know and I'd happy to help.

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

My final follow up. I am pleased to announce that support contacted me back to inform me that the issue was resolved. They did not shine light as to what the culprit was but all that matters is it's fixed for me! Thanks again QB family!

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 months. Any ideas what is wrong for how I can fix this?

Same issue here. I'm able to download transactions from AMEX maybe ever 7 days or so. Currently it says "The American Express Credit Card (US) site is down for maintenance."  I'm able to log into AMEX web site no problem.

This has been going on for months. Prior to that it worked like a charm. Seems like something happened in the spring of 2019 that cause it to stop working periodically.

 

I've seen posts where they said they fixed the problem, but clearly they haven't. So very frustrating.

QuickBooks Team

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

Hi there, MichaelHayes63.

 

Can you tell us if there's a code along with the error message that shows up in the Banking page? This is for us to check the status if an investigation about AMEX connections are still ongoing.

 

If there's no error code, please follow the steps in these articles that can resolve banking update issues:

If the error still shows up, please contact our phone or chat support agents. They need to do a couple more investigations to pinpoint the cause of the issue. Here's how:

 

  1. Click the Help menu in the upper-right hand of QBO. 
  2. Click Contact Us.
  3. Inform them about the error with your AMEX credit card account, then click Let's talk.
  4. Select Get a callback and enter the required info. You can also click Start a chat if you want to reach out to our Chat Support Team.

The Community is always here if you need anything else. 

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 ...

UPDATE: Our AMEX account actually has two credit card accounts with slightly different numbers. One for me and one for my wife. Originally, when I synced transactions from AMEX into QBO, it would download transactions from both cards. Then I started having trouble syncing (see original post). After a few months of trouble syncing,  noticed that when it DID work, it was only downloading transactions from my card, not my wife's. I just thought that was a symptom of the bigger problem, so I didn't do anything about it.

Fast forward to this week. I decided to address the multiple accounts issue. I made sure that the existing AMEX account in QBO included account information for my wife's card. Then I created a 2nd AMEX account in QBO for my card. I was able to download transactions for both, separately.

So far this week transactions for my other bank accounts in QBO have downloaded automatically every day. AMEX accounts haven't downloaded automatically (without me pressing the "update" button).

Today when I pressed "Update", AMEX transactions from both accounts downloaded just fine.

So as of today it's working to an acceptable degree. Ideally when I log into QBO I see downloaded transactions for all my accounts, including AMEX, automatically. But I'm ok with having to press "Update" every day.

If the "Update" button throws an error again, I'll come back here and post an update.

 

Level 1

Re: I noticed that my AMEX account states down for maintenance but it's not downloaded in over 3 months. Any ideas what is wrong for how I can fix this?

Update. It's fixed! We actually have (2) AMEX cards with slightly different account numbers, one for me and one for my wife. They're "connected" so when I log into AMEX all transactions from both accounts are mixed together in one register.

Prior to last spring QBO was downloading transactions for both accounts with no problems. Then I started having trouble downloading at all. Recently I noticed that when it successfully downloaded, it was only downloading transactions from 1 account.

So I created separate accounts in QBO for each card, set them up to sync separately, and now it seems to be working fine.

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