cancel
Showing results for 
Search instead for 
Did you mean: 
HLL
Not applicable

How can I connect Online Banking to PNC without answer my secret question every time?

I have PNC small business account and need to reconnect QB banking to PNC. I just updated the connection and got the message that Connection Complete. However when I click on update button on the banking screen, the connection error occurs again. I need to reenter my login and answer the secret question again.
8 Comments
QuickBooks Team

Re: How can I connect Online Banking to PNC without answer my secret question every time?

Welcome to the Community, @HLL

 

At the moment, there's an ongoing investigation for PNC unable to connect to your bank's website. In the meantime, we advise you wait to try refreshing your account while our team validates this behavior for you.

  

While we're still working for the fix, we encourage all users with the same issue to contact our Customer Care team. We'll need to pull up your data to add your company to the list of affected users so you'll be notified through email about its status updates.

 

Here's how you can get in touch with us: 

 

  1. Go to the Help (?) icon at the top right.
  2. Click Contact us.
  3. On the Have a Question window, enter your question and click Let's talk.
  4. Select an option to get through us. Either Start a chat or Call us.

The chat support is only available Monday - Saturday 4 AM - 9 PM (PST), while our phone support is open 6 AM - 5:30 PM (PST) Monday - Friday.

 

Don't hesitate to post again if you have other questions. We're always glad to help. 


 

Not applicable

Re: How can I connect Online Banking to PNC without answer my secret question every time?

Me too! I'm somewhat annoyed that QB isn't proactive in sharing what's happening. The blank screen is rather frustrating as I've been without a connection since 7/29. Do we have ANY update or movement on this?
HLL
Not applicable

Re: How can I connect Online Banking to PNC without answer my secret question every time?

I got email from QB to reconnect PNC, so I tried it. I chose update my connection and QB pumped me in to PNC login screen. I entered my login, but got the attached message from PNC. The message sounds like if I haven't enrolled my mobile to text, I can do it now. Once I am done then will get a code and should be able to reconnect. I enrolled my mobil to PNC long time ago. However no text was received. Now I am stuck and couldn't finish the reconnection process requested by QB.
Moderator

Re: How can I connect Online Banking to PNC without answer my secret question every time?

Hello there, SarahGD and HLL.

 

It's the financial institution that initiates additional security features for online banking in QuickBooks Online. That's why you're asked to enter your user ID and password, and the token (code) sent to your phone number or email from your bank. 

 

If you didn't receive the token (code), please log in to your bank's website. Verify if the correct phone number is entered. Otherwise, please reach out to your bank's support team. They can help you update your personal information. Then, please go ahead and connect the bank account again. 

 

We are still working with the bank to completely smoothen the process of connecting the bank accounts and downloading transactions. Your patience is greatly appreciated. 

 

I'll definitely post any updates on this thread about this matter. If you've got any questions, please post them here. We're ready to help. 

Frequent Explorer **

Re: How can I connect Online Banking to PNC without answer my secret question every time?

What I learned from PNC today was I had to delete my cell phone in their system first.  Then I restarted the QB process of updating.  I then got the passcode from PNC which I entered into the PNC system.  When I went back to QB, I got another text message with a code to put into their system.  Voila!

 

The only problem I have is that I have two businesses using the same cell phone. I am not sure how to get passed the "already registered" cell phone in the PNC system in order to start the passcode process.

 

HELP

QuickBooks Team

Re: How can I connect Online Banking to PNC without answer my secret question every time?

Thanks for sharing the steps that work for you, @togo109.


I’m glad that the issue with reconnecting the bank to QBO is now resolved. The code sent to your phone is one of the added security features that ensures safety on your account. 


Since you’re having the already registered cell phone notice in their system, I recommend calling PNC Support Team for assistance in getting pass the message prompt. Any process that involves security has to go through with your financial institution. 


Once this specific concern is taken care of, QuickBooks should be able to download banking transactions without any problem. Then, you can start reviewing and categorizing them in the account. 


For reference, check out this article: Assign, categorize, edit, and add your downloaded banking transactions.


Let me know how this goes and if you need further assistance. I'm always here ready to help. Take care!

Frequent Explorer **

Re: How can I connect Online Banking to PNC without answer my secret question every time?

KhimG, I am not sure what your role is and whether you are with Intuit or just a knowledgeable supporter, but I have to say that your response leaves me feeling helpless.

 

When I presented PNC with my dilemma of having the same cell phone number for 2 accounts and the problem it was causing me in updating my QBO connection, they said it was an Intuit problem and I should contact Intuit support to help me solve it.  

 

Your response points the finger back at PNC to solve it.  And I can see your point. Nevertheless, I am not sure who started this need to update.  What I know is that if you all want me to value a seamless connection between QBO and my financial institutions, you better find a better way to coordinate changes that don't leave me out in the cold.

 

It's not what I am paying a good amount monthly to Intuit for.  I'll tell you that.

Highlighted
QuickBooks Team

Re: How can I connect Online Banking to PNC without answer my secret question every time?

Thank you for bringing this to our attention, @togo109.

 

This isn't the kind of service we want you to experience. We strive hard to address your concerns and get you back to business.

 

In QuickBooks, when updating your bank, the requirements you need to meet are set by your bank's Online Banking Institute.

 

One way to successfully update your bank connection is to set a different phone number for every account.

 

Also, to better investigate this behavior, I suggest contacting our QuickBooks Online Support team. They have the tools to check your bank connection and find a workable solution to the error you're getting.

 

Here's how you can contact them:

  1. Log in to your QuickBooks account.
  2. Click on Help.
  3. Choose Contact Us.

Please let me know if you need help with anything else.

Need to get in touch?

Contact us