Can't connect bank on initial set-up

Thanks for bringing this to our attention, lauren1018.

I understand the urgency of resolving this issue. However, I confirmed an ongoing investigation about Wells Fargo bank accounts getting an error message when connecting to QuickBooks Online (QBO). Rest assured that our engineers are diligently working to identify the cause of the issue and provide you with a fix. 

In the meantime, I'd recommend getting in touch with our customer support so you'll be added to the list of impacted users. This way, you'll receive updates regarding the investigation status through email.

To do that:

1. Go to the Help icon and select the Search tab.
2. Click Contact Us.
3. Provide a short description of your concern and click Continue.
4. Choose between Chat with us or Have us call you.

For now, you can get transactions from your bank or credit cards and import them manually into QBO. 

In addition, I suggest reconciling your bank account monthly to ensure it matches your actual bank statement. This way, your books will be balanced and accurate in particular ways.

Please don't hesitate to reply if you have additional concerns about linking your bank account with QBO. The Community is open 24/7 to assist you further. Stay safe, and have a nice day.

@JaeAnnC has there been any updates on this issue?  

I understand the impact of any delay in resolving this issue, @lauren1018. I've got some updates about it and can provide a workaround for you.

Upon checking, the report about the error code you received when connecting to Wells Fargo Bank is still ongoing. Please know that our Engineering Team is working hard to get this issue resolved quickly.

In the meantime, you'll want to consider manually uploading transactions into the program. This way, you can continue working while waiting for this feature to be restored.

After that, read through this reference about matching transactions and putting them in the correct accounts: Categorize and match online bank transactions in QuickBooks Online.

Once done, you can review your accounts in QuickBooks to make sure they match your bank and credit card statements. For complete instructions, check out this guide: Reconcile an account in QuickBooks Online.

As soon as an update is received, we'll update this thread. Please don't hesitate to let me know what else I can do to help you today. We're always here for you.

any update on this issue

Hi Mcnaughtan94,

I'll take that you received the same error when trying to connect your Wells Fargo account. I'm here to help fix it.

The investigation that my colleague shared on this thread has been closed. If you still encounter the same issue, let's run some steps to fix it.

To start with, link the account in an incognito window. Depending on the browser you use, you can use these keyboard shortcuts to open one:

• Google Chrome: Ctrl + Shift + N
• Microsoft Edge & Mozilla Firefox: Ctrl + Shift + P
• Safari: Control + Option + P

If it fixes, you can go back to a regular browser and clear its cache. This step helps your device run optimally. 

If the issue persists, you can opt to use a different browser like Safari, Google Chrome, Mozilla Firefox, or Microsoft Edge.

If the issue continues, I'd suggest contacting our phone support team so we can create a different investigation about this matter. You can do so by clicking the ? Help icon.

Once connected, you can check these references as your guide in managing your bank transactions:

•  Categorize and match online bank transactions in QuickBooks Online
•  Reconcile an account in QuickBooks Online

I'm always around whenever you have banking queries.

I'm having this issue as well.  Same error message appears right after I sign into WF and verify with MFA.  As soon as I get the email from WF that the account is shared, the browser shows the error.  I tried with a phone rep yesterday to clear my Chrome cache, I also tried Firefox where I remove all cached data once Firefox closes. 

I also tried two other computers (even my work computer too).  This issue never got resolved from March.  I just signed up for QBO yesterday and I have no problem jumping to Gusto if the answer is to export my activity and import it each month; sorry thats simply not good enough these days.

I will say I was able to setup Gusto before, along with Plaid and Xero to the same account in WF.  And I also removed all the QB accounts under Managed Access in WF while troubleshooting with the phone rep.

The issue is squarely on QB, please fix it asap so I can reconcile and run payroll, thanks!

Jerome

Jerome and company,

Happen to get a resolution to your issue?  It appears I have the same.

Doug

No, not yet.  It's been a week with no follow up unfortunately.  I may have to re-activate my Gusto account cause that got integrated in seemlessly.

Jerome

No not yet unfortunately.  It's been a week with no follow up.  I may have to re-activate my Gusto account if it doesn't get resolved soon.

Jerome

I've had the same issue since April as well and have spoken to Customer Service.  I'm about to jump ship myself because uploading statements every month and reconciling all these transactions is simply not the answer.  

I'm adding myself to the list of customers frustrated by QB and WF not connecting. It has been this way for months.

And what's worse, both times I've called in about this, the rep has told me that this will be fixed in 24-48 hours and to expect an email in that same time window (no email - shocker!).  I'm not going to wait any longer, I'm going to reactivate my Gusto account.  It would've been nice to have my payroll and taxes under one roof, but thems the breaks.

Jerome

Not what I had hoped to read.  We have been in contact several times and have received no feedback or potential work-arounds.  Feeling the frustration too.

I got an email today from QB saying they fixed the issue for case #15103512219.  They actually haven't.  I just tried it after I got it and it's giving me this same error.  Ugh, so frustrating.  I hope they read this, and it would be nice if an agent actually sent out the 'Oh we think it's fixed' emails.  I can't reply back to let them know its not actually fixed.  And I'm not about to sit on the phone for who knows how long only to repeat my whole story....nope!  So here's my screenshot from today (8/31/23).

Hello, @Jump_Ace.

I understand the importance of getting this fix and keeping your bank details updated. I'll make sure you'll be able to connect bank accounts in QuickBooks Online (QBO). 

To get a swift repair, I recommend contacting our support team and providing them with the case number. They can also perform some steps to get this fixed. You can do so by following the steps below:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter "Accounting Preferences".
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

I also included these links if you want to connect your bank account to easily download the bank transactions:
 

• Connect bank and credit card accounts to QuickBooks Online
• Categorize and match online bank transactions in QuickBooks Online

Leave a comment below if you have any other questions or concerns concerning payment processing. I'll be there to help in any way I can.

Here's the thing....I've been through this twice with support and I know what steps they want me to take (clear browser cache, use incognito mode, remove Intuit from WF Manage Access, etc.).  I've done those steps and there's nothing a support person can do for me.  This has to be resolved by your developers and I'm merely suggesting they actually test and verify their 'fixes' before they blast out emails saying how proud they are that they fixed the issue when it's clearly not resolved.  I've gotta jump ship to Gusto, sorry.

Jerome

I am unable to connect my bank account on initial setup and there's no customer support available. It just keeps saying there's technical difficulties - can I please get some support?

Yes, we can provide you with support assistance, EZaidi. 

Our customer support team is only available from 6 AM to 3 PM PT on Saturdays. You can reach them again on Monday. Their weekday schedule is M-F,6 AM to 6 PM PT. 

Moreover, to assist you further in connecting your bank, may I know which bank you are trying to link to QuickBooks Online (QBO)? It will help me check whether there's an investigation into this.

I'll share an article to help you access your latest bank and credit card transactions: Download the most recent bank and credit card transactions in QuickBooks Online.

Drop a reply below on what bank you are trying to connect. I'll get back and assist you.

Thanks I'm trying to add my Chase bank account.

Thank you for your response, EZaidi.

I can provide you with steps to help you link your Chase bank account to QuickBooks Online.

Please check on Chase's website to verify if everything is working properly on their end. After confirming, access QuickBooks Online in an incognito window or other installed browsers to link your bank account.

Based on your browser type, please refer to the keyboard shortcuts below:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Shift + N

Since you mentioned in your previous post that "there are technical difficulties ". Could you please provide more information about the error you're experiencing when linking your bank account? If possible, could you share a screenshot of the error message you received by dropping a reply below? 

However, if these steps work on your end, I'm adding this article as a guide in categorizing your online transactions in QBO: Categorize online bank transactions in QuickBooks Online.

Come back to this post if you have other concerns or follow-up questions about connecting bank accounts. I'm here to help.

Has there been any resolution on this issue?  I've tried all of the steps listed in this chat and none of them work.  QB....please fix this issue!

Thanks for sharing some updates after following the steps outlined in this thread, lauren1018.

I can see that there's an open investigation (INV-104936) about this error when connecting a Wells Fargo account to QuickBooks Online. 

Our engineering team continues to collaborate with Wells Fargo to find a permanent solution to address this issue. Based on the initial investigation, the problem is attributed to the presence of multiple Wells Fargo bank results when attempting to add an account.

In the meantime, you can go through and attempt all of them to find the correct one.

While the issue is being worked on, we've created a list of affected users who will be notified as soon as the issue is resolved. Please contact our phone or chat support teams for us to add you to it. 

Here's how to reach out to them: 

1.  Click the Help menu in the upper-right-hand corner of QBO.
2. Proceed to the Assistant tab.
3. Type in "contact support" in the chat box and press Enter.
4. Select QuickBooks Online Support, then click Contact Us at the bottom of the screen.
5. Click Ask about something else, then enter a short description of your concern or provide INV-104936 as a reference.
6. Choose between Have us call you or Chat.

I'd also like to share a couple more banking-related articles as additional resources when downloading transactions from your bank:

• Exclude A Bank Transaction You Downloaded Into QuickBooks Online
• What To Do If You Can’t Find Downloaded Transactions In QuickBooks Online

Feel free to reply to us again if you have other questions when syncing banking data and assigning categories to them. You can also visit us anytime you need further help with QBO. We're here to assist you whenever needed.

I have this issue every single time I login to QB. I have a business checking account and a business credit card account. Usually both are disconnected so I always have to reconnect, but typically only one works. It's just random. It's clear that QB doesn't care to fix this pervasive issue. Terrible.

It is not the experience we want you to have while reconnecting your bank account with your QuickBooks Online. Allow me to share some information that could help you with this matter.

Before anything else, what is the name of your bank institution that you are trying to reconnect to your QuickBooks Online account?

Here are the following scenarios of why you're unable to connect your bank account:

• The bank may not be a participating bank.
• Your bank might not connect to all types of accounts (for example, personal accounts vs. business accounts).
• The bank is having a system maintenance.
• Some banks have multiple names on our list. You might want to check and select the correct one, or try all possible bank URLs.

You'll want to contact your bank and inquire about any maintenance updates or requests for establishing a connection with QuickBooks. Once you've confirmed there are no issues from the bank's side, double-check if you selected the appropriate bank name when linking the account.

Here's how:

1. Go to Banking or Transactions on the left panel.
2. Select Link account or Add account.
3. In the Connect your bank or credit card to bring in your transactions field, enter the URL listed for your bank.
4. Follow the on-screen instructions to connect your account.

For detailed information, refer to this article: Connect your bank feed using Open Banking.

However, if this is not the case, I recommend contacting our QuickBooks Online Support. It allows them to look into your account and further investigate the issue.

To speak with one of our experts from QuickBooks Online Support. Please follow the steps below to contact support:

1. Sign in to your QuickBooks Online company. Click Help (?).

2. Select either tab: Assistant or Talk to a Human.

3. Search or select Contact Us.

4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

I'm adding this article you can use in the future: Record your payments to credit cards in QuickBooks Online.

If you have more questions about connecting your bank accounts in QuickBooks Online, post them here in the forum. I'll be sure to answer them ASAP! Have a great day!