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Level 3

Is anyone else having problems syncing BB&T accounts?

I have gotten error message 324 (We can't find this account at your bank) for the past 2 days, but only on the BB&T accounts. My account number and login info hasn't changed. I have re-signed in, and get a notice that the accounts are connected and that transactions are being downloaded, but once I am back on the Banking screen there are no new transactions and the 324 error is still there.
Solved
Best answer January 16, 2020

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Level 3

Is anyone else having problems syncing BB&T accounts?

OK, finally got the problem fixed. I am not sure if this is what was causing it for anyone else, but here is what worked for me:

The reason the accounts in QBO were not syncing with BB&T was because BB&T online had me set up as a sub-user, not the main account holder. The main account holder was the person who previously held my job, and once she went dormant for a while BB&T locked her out, which gave all sub-users under her problems. We asked BB&T to reset her password (and I can get her email) so we reset it, and poof, no more problems.

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QuickBooks Team

Is anyone else having problems syncing BB&T accounts?

Thanks for reaching out to us here in the Community, @Moneytalks

 

I'm here to assist you with getting your BB&T bank account connected to QuickBooks.

 

There could be multiple reasons why you're receiving the 324 error message. Let's do a few troubleshooting steps so we can get your issue resolved in a timely manner. 

 

1. Clear your browsing data. Note: This will bring forward a fresh page for QuickBooks to remove any error messages that may be standing in your way. 

2. Contacting your bank about the issue to see if other customers have called in about the same problem.

3. If the bank hasn't heard anything, then I suggest resetting your bank website password. 

 

I want to make sure that you try the steps above so that I can determine the best solution to your question. 

 

I'll be waiting for your reply. 

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Level 3

Is anyone else having problems syncing BB&T accounts?

Hi Candace, thanks for your quick reply.

 

I tried all 3 of your suggestions. I also tried using a different browser. In a lengthy discussion with the bank tech person, all he was able to determine was that he is pretty sure it isn't BB&T's fault. He said they haven't made any backend changes to their servers, etc, and that no other customers are having the same issue. He verified that the accounts are active at the bank, and that my log ins are sufficient for access. 

 

I also tried disconnecting one of the BB&T accounts, and then adding it back in. That got me the error 101 message (try again in a few hours). So now I am down one account.

 

Any other suggestions?

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QuickBooks Team

Is anyone else having problems syncing BB&T accounts?

I appreciate all your efforts in performing the troubleshooting steps and contacting your bank, Moneytalks.

 

I can help you in resolving the Banking Error 101. We can sign in to your bank's website to see if you can get in without any errors and look for messages that need your confirmation. You can acknowledge the prompt, then go back and refresh your QBO account.

 

If you still encounter the error 101 or 324. I recommend reaching out to our technical supports. This way, they can pull up your account and check the root cause of the error. Our specialist will run a series of tests on your account to fix the error. Then, we can manually upload your bank transactions to your QBO account for the meantime.

 

Here's how to get in touch with us: 

  1. Select Help (?) at the top right.
  2. Click the Contact Us button.
  3. Enter "Banking error 101/324"  with your bank's name in the description.
  4. Hit Let's talk.
  5. Select Get a callback or Start messaging.

Check out our support hours: 6:00 AM-6:00 PM Monday-Friday 6:00 AM-3:00 PM Saturday.

Please reach out to me if you have other concerns or questions about QuickBooks. I'll always have your back.

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Level 2

Is anyone else having problems syncing BB&T accounts?

Is there a solution to this yet, as we're having the same issues.

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Level 3

Is anyone else having problems syncing BB&T accounts?

It has not been fixed yet. I spent considerable time on the phone with both BB&T and Quickbooks, and neither has any idea why this is happening. BB&T is undergoing a merger with Suntrust, but I am not sure if that is affecting it. I am currently trying to get my permissions level at BB&T bumped up a level...my current level of access has never been a problem before but maybe it is now?

 

It's kinda frustrating how both sides are pointing to the other. RobertSOS, please post if you have any luck fixing this. Thanks!

 

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Level 2

Is anyone else having problems syncing BB&T accounts?

Will do.  Like you, I've never had a permissions issue previously.  Interesting to note, not all of my clients' BB&T accounts are affected, only one client's accounts so far.  As of right now, QB has said there is an active investigation, but that's as far as it has progressed from my side.  We manually imported transactions to get the work done, but hopefully we get a real solution soon.

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Moderator

Is anyone else having problems syncing BB&T accounts?

Hi there, RobertSOS and Moneytalks.

 

Allow me to chime in and share additional updates about the Error 324 when trying to connect to the BB&T accounts in QuickBooks Online. As mentioned by RobertSOS, there is currently an open investigation about this unexpected behavior, and our Product Team is working with your Financial Institution to resolve it as early as possible.

 

While our engineers are still implementing a fix for this hitch, I'd recommend contacting our QuickBooks Online Care Team. We'll need to add you to the list of affected users so we can get your company set up for email updates. This way, you will be updated once a fix has been implemented. You can provide this investigation number, 40532, to our live support agents as reference. 

 

To contact us, follow the steps below:

 

  1. Click (?) Help at the upper right corner.
  2. Select Contact Us.
  3. Enter a brief description of your concern within the What can we help you with? field and hit Let's talk.
  4. Click Get a callback or Start messaging.
  5. Enter your contact information.
  6. Select Confirm my call or Send message.

Please don't hesitate to respond to this thread if you have any other questions. Have a great day ahead. 

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Level 3

Is anyone else having problems syncing BB&T accounts?

How does the Messaging work? This is the third time in the past few days I have tried that route, and I get this "Help is on the way" notice, but then nothing happens. I am leaving the help/chat box open, but I never get a reply. Exactly how does the Help come?

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Moderator

Is anyone else having problems syncing BB&T accounts?

Welcome to the Community, @Moneytalks.

 

Once you start the conversation from the Message us chat box, you'll be getting a response coming from the QuickBooks Support Team. Since we're having a high volume of calls, the waiting time will depend on the queue (see screenshot below).

 

 

If you're not receiving any reply at all, I suggest performing the basic troubleshooting steps. Let's start by opening the company in incognito mode.

 

In case you need the shortcut keys, check this out:

 

  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift +N

If you're able to make it work via the incognito seamlessly, shift back to your regular browser and remove the cache. Clearing it speeds up the web browsing experience.


You can also try using another browser when performing the process. This is to isolate this unexpected behavior.

 

Stay in touch whenever you have additional questions about QBO. I’m here to make sure you’re taken care of. Have a great rest of the day.

Highlighted
Level 3

Is anyone else having problems syncing BB&T accounts?

OK, finally got the problem fixed. I am not sure if this is what was causing it for anyone else, but here is what worked for me:

The reason the accounts in QBO were not syncing with BB&T was because BB&T online had me set up as a sub-user, not the main account holder. The main account holder was the person who previously held my job, and once she went dormant for a while BB&T locked her out, which gave all sub-users under her problems. We asked BB&T to reset her password (and I can get her email) so we reset it, and poof, no more problems.

View solution in original post

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