Is anyone else having the issue with Singlepoint bank transactions not feeding directly into QB online? How long has it been?

Thanks for bringing this to our attention, beth.pierce@grea.

After checking here, there's an open investigation (INV-81805) about transactions from the Singlepoint bank that went missing in QuickBooks due to error 102.
 

This error means that there may be a problem on your bank's end. Their website may be undergoing maintenance or have server issues. This can stop the online bank connection to QuickBooks. Here's what to do if you see these errors.

The issue will usually resolve within 24 hours. In the meantime, you can manually update the online bank connection in QuickBooks.

Here's how:

1. Go to Bookkeeping, then Transactions.
2. Choose Bank transactions.
3. Click Update.

If you aren't getting the error and still see that the transactions aren't showing up on the Banking page, I'll let you contact our QuickBooks Online Team. They'll add your account to the investigation and send updates via email.

While waiting for the fix, you can download bank transactions using a CSV file from the bank. Then, manually upload it to QuickBooks.

I'm adding these article for additional resources whenever you have banking issues.

• What to do if you get a bank error or can't download transactions.
• What to do if you can’t find downloaded transactions.

I hope you find the steps easy to follow. Get back to me if there's anything else you need by commenting below. I'll stay around whenever you have additional questions. Thank you and take care always!

beth.pierce@grea 

Use MT Online or one of the converter tools (e.g csv2qbo) as a workaround for the time being.

https://www.moneythumb.com/?ref=110

Thanks for reaching out.  I am aware of the investigation but this has been since 11/16/22 so its getting a little crazy.   It is not on the banks end of things, I have been troubleshooting with them since the start.

How many other customers are in this position?   How about QBs providing some one on one troubleshooting with your experts to try and get us back up?

Hello there, Beth.

Thanks for following along with the thread and sharing your concern.

I understand the urgency of getting this issue fixed. Please know that our team is already aware of this matter and currently working on implementing measures to fix it.

That said, I suggest contacting our QuickBooks Online Support Team so they can add you to the list of affected users. Rest assured, you'll be notified via email once the issue is resolved.

In the meantime, we can manually upload your transactions into QuickBooks Online as a workaround. I'll show you how:

1. From the left pane, go to Banking or Transactions.
2. Press Upload transactions.
3. Select Drag and drop or select files and choose the file you downloaded from your bank. Then select Continue.
4. In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions. Then select Continue.
5. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Continue.
6. Choose the transactions you would like to import. Then click Continue.
7. Hit Yes.
8. When you accept your transactions, select Done.

I'll share this article with you if you want to know more about uploading your transactions manually: Manually upload transactions into QuickBooks Online.

For future reference, here are some handy resources to help you supervise your transactions:

• Fix bank upload errors in QuickBooks Online
• Categorize and match online bank transactions in QuickBooks Online

Please bear with us as we work on this. Keep me posted if you have questions or concerns about managing your transactions in QuickBooks Online. I'll be around for you. Take care always!

I call weekly to get status updates, but as I say, this has been going on since 11/16/22.  If they don't have our company on the list of those needing help, it may be a lost cause at this point.

The manual import does not work - there is more manipulation needed than you may realize and we have 6 accounts with Singlepoint- it is a crippling task.

I am sure we are not your only customers impacted and trying to be patient but it is getting increasingly difficult to do 3 months in.  

You should be providing expert level support to customers impacted so we can trouble shoot live with your experts.  There should be weekly updates on the status - not just one email once resolved.   

I know the initial fix cleared a large amount of customers impacted, I just hope you have not taken your foot off the gas for those still waiting for the fix.   It sure feels like you have.

Still no resolution to this, and I was told that INV-81085 has been closed.   What is the plan for those customers still impacted.   Why is this taking 3 months to fix?

Hello, Beth.

We appreciate your patience as we're working to fix the update issue for Singlepoint bank. Sorting out your transactions takes a lot of work, and I would find the Banking feature useful in reducing the time to match the records in QuickBooks. 

So, I'm hopping here and address your concerns regarding the closed INV case and the issue about Singlepoint. 

For transparency, when an investigation is raised for bank issues, we would work with the bank to fix them. It's likely that the engineers need more details about the problem in question.

Looking at your INV case, I can see that the last step (before it was closed) is to update your sign-in details for Singlepoint to re-establish the connection. Then, we'll also want to update this information in QuickBooks. 

Here are the steps:

1. Log in to Singlepoint's website then update your password. 
2. After updating, go to QuickBooks Online, then go to the Banking page.
3. Select Singlepoint's bank widget, then click the pencil icon.
4. Click Edit sign-in info.
5. Enter the update password, then hit Save. 

For customers still impacted by the issue, and if your transactions are still not updating, we recommend them to reach out to our support again. 

Our support agents would pull up the investigation details and manually fix the issue in their end. 

If you've already called before, we can use the same phone number. We'll also want to give your previous case number to the next agent (for case notes and to proceed with the next step). 

If you don't have the phone number handy anymore, here's how you can reach us: 

1. Click the Help menu.
2. Go to the Search tab on the pop-up window.
3. Proceed with Contact Us.
4. In the box, we can enter INV-81085 and your case number (if available)."
5. Hit Continue.
6. Choose how you want to reach us (phone or chat).

After fixing the issue and updating your transactions, do you need help categorizing and reconciling your bank account in QuickBooks? I'll drop a couple of these articles: 

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

If there's anything you'd like to me address about your bank transactions, let me know and I'll lay down some details. If you need to take care of your reports or other entries, add the details to your reply. I'm always here to assist. 

HI,

Thank you for the response.   

I have done all the steps you outlined for Inv-81085 (including changing password) and still nothing is coming through.  I called and was told INV-83100 is opened now; is this accurate?  The person I spoke with did not leave me feeling confident that anything was still being worked.

 I also never got an email that #81085 was closed, so that is a little disappointing.

How do I validate that this is still being worked and that we will be contacted once resolved?   Why can't someone reach out to us directly?

Hello there, beth.

We appreciate your effort to get your online banking functioning back to normal. Rest assured, that this is being handled with the utmost urgency to ensure that all impacted customers can easily access the most recent bank information and use the feature seamlessly.

Also, INV-83100 is still open and being worked on by our engineers. If you're unable to sign up to the notification list of affected users, I recommend contacting our QuickBooks Online (QBO) Care Team for further assistance. Then, open your junk or spam folders to check the email updates for the investigation.

I've included an article that will guide you on how to deal with bank feed errors and missing transactions: What to do if you get a bank error or can't download transactions in QuickBooks Online.

In addition, the following link contains topics about managing your deposits, reconciling an account, and other banking-related activities: Find help with bank feeds and reconciling accounts.

Thank you for your patience while we're working on this. Reach out to me again if you have other product concerns or additional questions about online banking. I'm always ready to respond to them.