Quickbooks Self Employed account no longer connecting to my bank account

Hello achildsAmanda,

Firstly, in terms of contacting support, you can also reach us through Facebook and Twitter via QuickBooksUK - you will receive a reponse within half an hour.

What steps have you been advised by the chat/email agents, just to make sure I'm not repeating those you've already been told about.

Thanks,

Talia

Hi Talia, 

Thanks for getting back to me. I've not been advised anything by chat or email agents, they all just pointed me to each other or the help page, without offering any advice. I've seen a thread that mentions a similar issue, though I think is for QBO rather than Self Employed, which you can see here:

https://quickbooks.intuit.com/community/Banking/Connect-bank-account-not-working/m-p/238689?advanced...

Thanks for your help. 

Amanda

Hello Amanda,

I apologise for the support you have been offered so far. We have a few steps we can try. First, could you please clear your cache and cookies? You may need to search how to do this for your specific browser. If on Chrome, make sure the time range is set to 'All time'. Once you have done this, refresh QuickBooks - this will log you out. Log back into the account and click on the pencil icon in the blue box where your bank balance is displayed. Select 'edit sign in info' and log back into your bank.

Please let us know if this resolved your issue, if not we can move on to other steps.

Thanks,

Talia

Hi Talia, 

Thanks, I have done that. There is no blue pencil icon. From the Home page of my account, in the "Accounts" window there is an error sign on the "Cash" section, as there usually is when the bank account is not connected. I have clicked on this in the usual way and tried to connect the bank account again but still get the same error message. 

thanks,

Amanda

Hello Amanda,

Could you now try opening a private or incognito window and trying this again?

Thanks,

Talia

Hi Talia, 

I still get the same result I'm afraid. Would it be worth contacting my bank?

Hello Amanda,

First, could you try logging into HSBC's site and check if there are any messages suggesting that they are undergoing maintenance or having any server issues? Could you make sure you can view all the information in your HSBC account without issue?

Thanks,

Talia

Hi Talia, 

I have done that and can access everything just fine through HSBC. I have also just phoned them and they say that they have had quite a few phone calls from Quickbooks customers about this problem but that there are no problems their end to account for this.

Hello Amanda,

Do you have access to Facebook or Twitter? If so, could you please go to QuickBooksUK and private message us your email address so we can look into your account.

Thanks,

Talia

i have the same problem, is there any resolution? quickbooks is useless to me if i cannot connect my bank account

Hi there, routjledge.

We'd want to make sure you're able to download your transactions from HSBC. Just want to ask though, have you followed the steps shared in the previous reply?

If you haven't yet, please try switching to a different browser and log back in. Then, click the Refresh All button to make another banking update. 

However, if you're still getting a connection error, please contact our Email and Chat Support Team. Just click Assistant in the upper-right hand of QBSE. They can take a look at your account and help you further with your banking transactions. 

Visit us again in the Community if you have other questions.