Can't connect Bank of America in Quick Book for 2 months. Has contacted customer service but can't resolve issue.

Hello there, @Christine2018. 

Thanks for visiting the Community. I can see the urgency of having to connect Bank of America with QuickBooks. To make sure I can provide a timely solution, may I know if you're a getting a specific error code or message when connecting?  

At the moment, we've recently opened case about an error message that says: We've encountered an error connecting your accounts. Our engineers are now working to identify the cause to fix this as quickly as possible. 

If this is the specific error you've encountered, I'd recommend contacting our Customer Care team again so they can add you to the list of affected users of INV-37975. Any updates about the status of this issue will be announced via email.

If you're getting a different error code, you can also read about this topic: What to do if bank transactions won’t download and refer to Step 3: Fix specific banking errors. It includes lists of common banking errors and their fixes. 

Should you need to add more details of your concern, simply click the Reply button below. I'm always around here to further assist. 

Hi Katherine

Greatly appreciate your response.   I have contacted online agent but can't resolve.     May I upload the data to Quick Book at this moment?  Will the date be duplicated once this technical issue is resolved?   I need to work on our Dec account transaction.

Thanks for your swift response, @Christine2018.

Yes, you're right. This is why we don't recommend uploading bank data manually whenever there's an on going investigation as there will be a tendency of duplicate transactions when the issue is resolved. 

I understand your needs and demand of your business to work on your December transactions. You can opt to upload your bank data manually. Check out this article for more detailed steps: Import bank transactions using Excel CSV files. 

In case you will have duplicate bank transactions moving forward, follow this article as your guide: Exclude transactions downloaded from your bank or financial institution. 

Feel free to visit again if you have more questions. We're delighted to provide additional help. 

No, this problem isn't resolved.  As I am located in HK, I may need to look for the best time to contact your customer service.   

Hello again, @Christine2018. Thanks for clarifying that you're located in HK. 

You can contact our Customer Support Team anytime when you're available. Here's how:

1. Sign in to your QuickBooks Online account.
2. Click the Help icon on the top right.
3. Hit the Contact Us button at the bottom.
4. Enter a short description about your concern.
5. Pick the Let's talk button.
6. Choose the method on how you'd be connected to support, either chat or email. 

Get back to me anytime you if have additional questions in QuickBooks by posting your response below. I'll do whatever it takes to ensure your concerns are addressed. Have a great day.

I have been unable to resolve the same issue - QuickBooks connection to BOA for about 6 weeks. I have called numerous times and have had zero resolution. The last agent told me it was a BOA problem. I've contacted BOA and they looked into it and said it was a QB issue.

At this point, I don't care who is at fault - I NEED IT FIXED.

I have spent more than 5 hours on phone calls with QuickBooks staff who want me to clear my cache and cookies. They take screenshots and have me go through the same tasks each time - and get the same results week after week.

This is a system issue- not user. Please get this fixed!

Hello there, CCollie. 

This has been raised to our banking engineer to understand why this unexpected behavior is happening. We're currently working with BOA to get this fixed. I still suggest reaching out to us so we can link your account to the notification list. Once a fix is available, it'll be sent via email. You can follow the steps on how to connect with us given by @MirriamM. 

You can always reach out to me if there's anything else that you need help with. I got you!

Calling the help desk does nothing. I've already been given an investigation number, which when I call QB and ask if they want that number to see my problem they say "no." Then they ask similar questions and take me through similar steps. I'm beginning to wonder if they are actually trained in QB to resolve problems or are merely reading from a script.

I would greatly appreciate being able to talk to someone who is knowledgeable about this issue and can offer resolution. But from what I am being told, "we're aware of the problem and are working to fix it."

When small businesses such as the one I work for rely on a bookkeeping system to manage our accounts day to day, this has become more than a minor problem. This is a MAJOR issue.

Thanks for your reply, @CCollie.

I appreciate sharing what happened when contacting our QBO Care Team. Aside from improving the product’s features, we do the same thing with our line of support.

Please know your voice is important because it guides us on what areas we need to enhance (product and support).

May I also know the investigation number? The information provided helps expedite the process of finding a real-time solution.

However, if you signed up to this number INV-40762, our engineers are all hands on deck working for the permanent solution. Since you want to speak with our phone support, I suggest signing up for our callback process.

This feature can help save time since our QBO Care agents are the ones who will contact you. To set an appointment, follow the steps below.

1. Go to the Help icon at the top to select the Contact Us link.
2. This will open another window where you can enter the issue/topic.
3. Once done, click on the Let’s talk button to view the support information.
4. Choose to Get a callback.

For future reference, the following article contains instructions on how to manually download entries and solutions to online banking errors: What to do if bank transactions won’t download or there's a bank error.

Reach out to me if you have any other concerns or questions about QBO. I’m always ready to answer them for you. Have a good one.

Thanks for the quick reply. I was given INV-40762.

Please note that the instructions you sent for manually downloading transactions does not work for accounts that are not in QuickBooks. Part of the issue I am having is that I am unable to connect a credit card account in QuickBooks that has been used. That means all of the transactions made on that card are not downloading into QuickBooks. This impacts our billing and expense reporting.

Please also note that both of the responses to my serious concern directs me to do the same thing I've already done a number of times: contact QBO help desk. These are the folks who would like me to clear my cache and cookies and keep me on the phone for an hour and 40 minutes (thanks Mona) and an hour and a half (thanks Raymond), and the others I've spoken to who I have not allowed to keep me on the phone that length of time. It would have been much easier if I contacted QBO help, for the agents to merely say, "yes, we are aware and are still working on the issue." Rather they walk me through the same steps over and over again - not hearing me say, "that doesn't work!"

So I guess for now, I'd like to know an approximate time that this issue will be resolved.

Thanks

Welcome back to the Online Community, @CCollie.

Thanks for letting us know about the investigation number. Right now, we don’t have a defined time frame for when this will be fixed.

Since you’re already added to the notification list, you’ll also receive an email for the resolution status. Rest assured, I’ll keep you posted here in the Community for any updates once received.

For tips and other resources to efficiently run the business, I invite you to check out our Self-help articles.

I appreciate your patience while we’re working through this. Post a comment below if you have any other concerns or questions about QBO. I’ll be right here to assist further.

I am a CPA and we are dealing with this same issue on every client that has Bank of America. We have spent hours upon hours on the phone with the bank and quick books support.  All they do is blame it on the other one.  I am so done with quick books online!!  I will NEVER recommend this software to anyone ever again and I am getting all of the 50 clients I have on there off ASAP!  The support for the online version is worthless.  What a waste of time and money!  

Maybe you need to hire better engineers!  Nothing you suggest every works! 

AMEN!!  I feel your pain!  I am so done with this software!

Looks like the time period is NEVER!  

Hi Reneenick,

Are you saying that the other versions of QB that aren't the online version are working just fine with BofA right now?  

I'm using the Online version, always have since the start of my company, and I'm willing to switch to an installed version if it's more stable from all these connectivity issues I've noticed over the last 2 years.

Thanks


Steven

Couldn't agree more.  We are dealing with the same major problem and the  engineering team is worthless.   How can it take this long for resolution???? And how can the support team simply say "still working on it" for weeks with no details on progress.  Shame on QBO.   I migrated from the desktop version this year and a huge financial cost thinking I would recoup in efficiency.  Boy was I wrong.

This isn't the kind of service we want you to experience, @pazer22.

I've checked from our records and found out that there are still ongoing investigations about the connection between Bank of America and QuickBooks. Rest assured that our engineers are diligently working with your bank to fix the issue as soon as possible.

I understand how it takes to manually upload the transactions to QuickBooks. At this time, I recommend doing so to bring your banking transactions to QuickBooks. 

Also, if you haven't been added to the list of affected users, I suggest reaching out to our Support Team as suggested above. Once added, you'll automatically receive email notification with the latest updates. To contact support, tap on Contact us from the Help menu.

Let me know if you have any other questions. I'm a few clicks away to help. Have a good day!

Yet another week gone by with no progress and no updates from the engineering team.   Pitiful.  Has anyone using QBO been able to successfully connect with Bank of America in the last couple weeks or is it just a hanfull of users?   Will QBO be issuing refunds for this mess?

Hi, pazer22.

We're pleased to inform you that the issue has been resolved. The resolution has been implemented and all accounts should be updated now. Let's get this working for you.  As an initial troubleshooting step, let's perform a few manual updates.

Here's how:

1. On the left navigation menu, click on Banking.
2. Go to Bank Feeds.
3. Click on Update in the upper right. QuickBooks begins updating your account.

However, if you're still experiencing the same issue, I'd suggest getting in touch with our QuickBooks Online Support to have this re-investigated. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

In the meantime, you can import your transactions into QuickBooks Online using our WebConnect file. See the detailed steps in this article: Manually upload transactions into QuickBooks Online

Additionally, you can visit our Community Help Articles for some "How do I" steps in QuickBooks Online.

Please let me know if you have any other questions. I'm always here to help and provide you additional assistance. You have a wonderful day!

Wrong,  not fixed.  Same issue.    I guess I'll have to spend another 40 minutes on a call with QB support and will report back here with the results.

Glad to see you here, @pazer22,

While the steps provided by my colleague did not work for you, calling our support team would be the best option. They can create an investigation why you're unable to connect your Bank of America account.

In the meantime, you may upload the transactions manually to ensure the account is up-to-date. Download the data from your bank then map the transactions in the following supported formats or  file types:

• Comma-Separated Values (CSV). CSV files may require additional mapping. Please see this article to know more about the steps: How to import bank transactions using Excel CSV files?
• Quicken (QFX)
• QuickBooks Online (QBO)
• Microsoft Money (OFX)

Once the bank file is ready, start importing the file to your QuickBooks Online company. Follow these steps:

1. Click Banking from the left navigation panel.
2. Pick File Upload from the Update drop-down menu or Upload transactions manually if there isn’t any bank connected to QBO.
   
3. Select Browse and choose the file you downloaded.
   
4. Choose an account from the list, then Next.
5. Follow the on-screen instructions to map the fields.
6. Select the transactions to import.
7. Click Yes.
8. Hit Let’s go.

For the information and steps on importing these files, see this article: Manually upload transactions into QuickBooks Online.

Please note that the Bank Feed will download these transactions once the connection resumes to its normal order. To avoid duplicates, exclude them to keep your accounts accurate.

Here's how:

1. Go to the For Review tab.
2. Check the box next to each transaction you want to exclude.
3. Select the Batch action drop-down menu, and then select Exclude selected.

Excluded transactions are moved to the Excluded tab, and won’t be added to QuickBooks or downloaded again.

I appreciate your patience with this banking problem. Let me know how things go in the comment section, as I want to make sure this is resolved. I'll be more than glad to share additional insights and assistance whenever you need it. Have a wonderful rest of the day!

So I am able to get my QB to connect to BofA to download all my transactions since 2/18/2020 when it last was able to connect. 

However, the problem now is I am unable to connect to BofA to add my General Checking account back to the active accounts.  During the troubleshooting process, I disconnected my General Checking from the BofA connections and tried to reconnect it to see if it would fix itself, but that obviously didn't work due to the Bofa connection problems. 

So I am unable to add my original account back and will keep trying.  All other accounts that were already connected were able to update properly.   I just need to be able to add another checking account back so I can match up all the transactions for it since 2/18/2020.

Hello, @waxerk5.

The issue you had maybe linked to our current investigation (INV-41513). We understand the frustration of not having this function as expected and the importance of getting this resolved as soon as possible.

Please know that our engineers are now working to identify the cause to provide a solution and will provide you with updates regarding the status of this issue via email.

If you wish to, you can reach out to our Support Team to help review this further and check what's causing this unexpected behavior.

Post again if you have any other questions. I'm always here to help. Have a good day!