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imaginelogic
Level 1

QBO won't reconnect for Amex Open card

My Amex Open card hasn't synced data in about two months. When I click update, it doesn't connect and update. If I click the Disconnect button to disconnect so I can reconnect it, it takes me to the Amex website.  I log in there, and it shows that I'm _not_ connected to Quickbooks Online and gives me the checkboxes to agree to terms to connect to Quickbooks Online.

 

I check the checkboxes, and click connect, and it takes me back to Quickbooks Online where it verifies that I want to connect.  I click the connect button, and after a few seconds, I get an error message:

 

Internal error while subscribing to the application
 
I've also tried to go through the Add Account button in the top right under banking and get the same result.  The main reason I'm using QBO is for the ease of importing transactions from credit cards and bank.  The QBO phone support is always offline when I'm working on the accounting side, so that's no help.
 
Is there any way to contact support outside of a phone call during business hours? At this point, I'm considering hiring an accountant to migrate my data to Zoho or another provider that syncs with CCs and banks.  I know that seems somewhat pessimistic, but I've read a few accounts on the support forum here where it took up to 9 months to get accounts re-connected only to have them have an issue again within a week or two.
 
So really I have three questions:
 - Can this really be fixed reliably?
 - Is there any support aside from phone during business hours and community forum?
 - Is this even worth the hassle, or should I hire someone to migrate my data?
9 Comments
Charies_M
Moderator

QBO won't reconnect for Amex Open card

Thank you for bringing this to our attention, imaginelogic.

 

I've checked my resources and found out that there is an ongoing investigation with the Amex OPEN app. We have notified our product team and they currently working on getting this issue resolved.

 

As an alternative, you can try connecting the account through the American Express Bank Feeds option instead of the OPEN app. 

 

While they continue working on this, I recommend giving us a quick call so we can add your company details to our containment list. This way, you'll be notified with the latest updates and progress of the investigation via email.

 

In addition, aside from phone support, you can also reach out to our QBO chat support for further assistance through this link: https://help.quickbooks.intuit.com/prechats/offerings/QBOP-CHAT/15024/view

 

Please know that you're always welcome to visit us again anytime you need help with connecting banks. We'll do my best to help.

Repete
Level 2

QBO won't reconnect for Amex Open card

I having a similar issue.  Account is showing 

 

"Connected to 

Business Checking at Chase Bank (deleted)"

 

Why does it say "deleted" after my account name?

 

When I try to re-connect my account with Chase it says it is already connected and find an account not connected?

 

I really wanted to get my quick books up to date this weekend for my side business.  I was hoping quick books would save me time and not kill my time!  I'm very frustrated!

JanyRoseB
QuickBooks Team

QBO won't reconnect for Amex Open card

Hi there, @Repete

 

Let me help you get this sorted out so you can re-connect back to your Chase account in QuickBooks Online (QBO). 

 

In this case, there's a possibility that you have an old deleted Chase account which is still connected to online service. To resolve this, you'll need to deactivate the old account so you can reconnect the new one. 

 

Here's how:

  1. From the left menu bar, select Banking.
  2. Click Banking option.
  3. Select the Edit (pencil) icon on the account you want to disconnect. 
  4. In the Account window, check the Disconnect this account on save box.
  5. Once done, select Save and Close

For your reference, you can check this article: Disconnect or delete an account.

 

Once done, you can now continue reconnect your new Chase account by following the steps in this article: How to add and connect bank and credit card accounts.

 

If you need further assistance with the steps, I recommend contacting our QuickBooks Online Support Team. They have the tools to pull up your account in a secure environment and do a remote session. 

 

You can reach our support through this link: Get help with QuickBooks Online.

 

That should do it! Please let me know how it goes. Don't hesitate to leave a comment below if you have further questions about connecting Chase account in QBO. I'm always here to help you out. 

predpect
Level 1

QBO won't reconnect for Amex Open card

Has there been any update to this issue? I hope that there is a resolution before the end of the year.

 

Thanks.

GarlynGay
Moderator

QBO won't reconnect for Amex Open card

Hi predpect,

 

Currently, our engineers are still working on fixing the connection with the AMEX OPEN app.  We'll let you know the progress when it'll be resolved by posting on this thread.

 

You can also try contacting our QuickBooks Online Support Team. They will add your account to our affect list of users. Here's an article where to get our phone number: Get help with QuickBooks Online.

 

I'll be around if you have more questions. 

 

 

predpect
Level 1

QBO won't reconnect for Amex Open card

Hello, Has this issue been fixed? If not, would you suggest any workaround to download amex transactions to QBO without duplicating transactions?

Really appreciate your help with this.

Thanks.

SophiaAnnL
Moderator

QBO won't reconnect for Amex Open card

We're still working with American Express to resolve this for you, predpect.

 

In the meantime, you can use Web Connect files to download the transactions. If this duplicates the transactions, I'd suggest excluding them and matching the remaining ones.

 

Please give us a call so we can add you to the affected users list. This way, you'll receive an email notification when an update is available.

 

Feel free to leave a reply if you need anything else.

DavidD
Level 1

QBO won't reconnect for Amex Open card

My American Express Open has not updated in 36 days. It appears that many of your support staff are unaware of this on going issue. Is there a case file or reference number I can direct them to?

Mark_R
QuickBooks Team

QBO won't reconnect for Amex Open card

Thank you for raising your concern, DavidD.

 

As of now, our product engineers are still working to resolve the issue.

 

While they're still working on this, I recommend contacting our QuickBooks Customer Care and give this investigation number "INV-20943" to the representative you'll talk to. This way, they can add your account to the list of affected users and you'll receive an email regarding the issue once updates become available.

 

If you have any other questions, feel free to comment below. We're always here to help you.

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