American Express Delegate Access only syncs the primary card and none of the supplemental cards

You need to determine how your transactions download before connecting to online banking, kdorey. Allow me to discuss this further to keep you guided.

Connecting both parent and sub-account in QuickBooks Online will result in an error. You can only link the parent account if your transactions download to one account. If entries download to individual accounts, ensure to link the sub-accounts instead. For more information, please refer to these materials: About bank or credit card subaccount setup.

However, you can visit your bank's website to check for any messages, notifications, or alerts about ongoing maintenance or updates if your accounts are accordingly set up. Any updates on your bank can also cause issues with your bank connection.

If everything looks good on their end, sign in to your company using a private window to reconnect your account. Corrupted cache files cause unexpected behaviors, affecting your bank feed experience. You'll want to refer to these keyboard shortcuts depending on your browser:

• Google Chrome: Ctrl + Shift + N
• Safari 11 or newer: ⌘ + Shift + N
• Mozilla Firefox: Shift + Ctrl + P
• Microsoft Edge: Ctrl + Shift + N

Additionally, ensure to use a supported and updated browser. This helps prevent any troubles when navigating the software to maximize your experience.

If the issue persists, I recommend contacting our customer support team for further investigation. With their tools and expertise, they can identify the root cause of why supplemental accounts get disconnected in the delegate connection to provide the most appropriate fix.

In the meantime, you can continue downloading your transactions from your bank and import them into QuickBooks. With this, format your data in the CSV file accordingly to avoid related discrepancies.

Moreover, categorize your financial dealings and match existing entries for accurate reporting and tax calculation. After that, reconcile your accounts to match them with your actual statements, keeping them balanced.

Should you require further assistance setting up a bank connection in QuickBooks Online, we're just around the corner to help. You can leave your queries below, and we'll revert to this thread in no time with all the relevant data and resources you need.

Hi Kimberly,

Thanks for your response, but you misunderstood the issue.  I am not connecting both parent and sub-accounts in QuickBooks Online. The issue has to do with connecting accounts using Amex delegate access.  Amex has a primary cardholder, and additional cardholders are issued supplemental cards.  Originally, Quickbooks connection to Amex synced each of these cards separately, so we had to have separate Quickbooks accounts for each card.  At some point, the sync for the supplemental cards stopped working.  When will this be fixed?  I am manually exporting and importing for all of my clients supplemental cards now, and it is taking several extra hours each month.

I have had this exact same issue since August and it's INFURIATING!!!!  And as kdorey mentioned, every time Intuit changes the setup and we finally get it working correctly again, a few months later you guys change everything and it stops working again!!  If I had a nickel every time I've had to reconfigure a client's GL to create a bunch of extra accounts and then merge them again and troubleshoot endlessly via chat and phone for hours, weeks, or months to get it resolved.  I've had open tickets for more than 3 months now and neither Intuit nor AMEX can help me (both point the finger at the other; however it seems most likely that the issue is with Intuit since nothing has changed on AMEX's end).  

I tried these suggestions and they DO NOT work.  In fact, every time I disconnect and reconnect the account, a completely different # of transactions comes through.  For example, I see 72 total transactions on the AMEX site, 45 of which are the primary card holder that WERE coming through, but not the other 27 transactions from 2 other cards.  After disconnecting and reconnecting, only 40 transactions came through.  I excluded them, disconnected and reconnected, and 80 transactions came through, and now it's back to 40.  So not only are 2 cards missing entirely, but now some of the primary cardholder transactions are missing.  

Can you guys PLEASE FIX THIS ALREADY??  AND THEN STOP F*CKING CHANGING IT?  The number of hours of my life that I've wasted on this is ridiculous.  Maybe Intuit should start reimbursing us because I don't feel it is fair to keep billing my clients for this troubleshooting when everything was working just fine prior to August.  And BTW, the only bank/credit card issuer I've ever had this issue with is AMEX (going back many, many years).  Never an issue with any other bank.  Can Intuit and AMEX work together to figure this crap out instead of just ALWAYS blaming the other party and throwing up their hands?  This crap is unbelievable.

did you ever get this resolved? We are having the same issue and have been uploading CSV files each month for the Amex sub-accounts. The parent account syncs fine but only shows the transactions done by the primary cardholder. The transactions on the sub-accounts under the primary card are not syncing into QB. They used to but stopped months ago.

I understand how time-consuming this situation must be for you, gaillynn, especially when something that previously worked suddenly stops functioning.
 

Recent updates to the security and data sharing rules between American Express and QuickBooks have limitations on account syncing. Administrators can now only sync the primary card account, which combines all transactions and balances for the linked sub-accounts, into QuickBooks as a single account.

However, secondary card accounts cannot be synced individually, as doing so causes duplicate transactions in QuickBooks.

For more information, check out this article: Download American Express Delegate accounts.

Don’t hesitate to click the Reply button below if you have a follow-up question.

I am in the same boat here and completely agree that it is INFURIATING!  What a colossal waste of time and money to Intuit customers!  I'm guessing that a "connection" only lasts for a year, is that right?  I just received notifications saying the connection expired and now I have the same issue that I had this time last year.  Only the primary cardholder transactions download.  I've finally put all of this together because I just realized looking back that it keeps happening during our big annual conference when we have  anywhere from 3-12 employees attending (all sub-cardholders on the account) and none of their transactions during traveling are downloading.  Happened the same time last year.  The problem is, I don't remember how we finally got it fixed last year!  Of course, each of QBO and AmEx point fingers at the other so getting to the bottom of it is a huge time drain!