My business feed to HSBC HK has not been working for 58 days now. Is there any fix for this issue?

I'm STILL having problems connecting to HSBC HK, this bank feed hasn't worked consistently since August of this year.  The wait time for a fix is intolerable at this point.

I reached out to QBO again and they responded that the case was closed!

I've sent multiple screen shots of the bank error connection screen and still no resolution. 

Manually adding every week for 7 currencies is really laborious and hardly the workflow I was expecting from a software like this.

Hi there, @bugs1.

Thanks for following the thread about the bank feeds issue with HSBC. I have a few troubleshooting steps you can try to get the online banking working again.

Let’s perform a manual update to refresh the connection between HSBC and QBO. To accomplish this task, go to the Bank and Credit Cards page.

1. Tap the Banking menu on the left panel to choose Banking.
2. This will lead you to the Bank and Credit Cards page.
3. From there, select HSBC and then click the Update button in the upper right hand.
   
4. If you’re unable to connect, wait for 2 or 3 hours and try again.

If the steps won't work, edit the sign-in information to reconnect to your bank. Here's how:

1. Click the Pencil icon next to the financial institution’s name.
2. Select Edit sign-in info and input your updated bank website username or user ID and password.
   
3. Hit the Save and connect button.

If the problem persists, we’ll have to determine where it’s coming from. Identifying the root cause requires tools like screen-sharing, which can only be performed by our support team.

I know you already did this, but I suggest contacting our QBO Care again so they can create a ticket for further investigation. To reach them:

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. Select how you want to reach out to our support team: Start messaging or Get a callback.

I’m also adding an article with detailed information on how to keep your bank feeds organized and steps on how to populate the latest transactions to review: Online Banking.

If there’s anything else I can help you with, click the Reply button and post a comment. I’m here to assist further. Have a good one.

Hi Rasa-LilaM

I followed your advice and performed the steps you suggested.

These are the screenshots I get when I try first a manual update and then when I try to edit the sign in information.

Clearly something is broken between my QBO and HSBC and actually when I look at the update nothing has come in for over a month now.  It's been sporadic at best since August so a lot of transactions are only there because we have had to manually add them.

I've disconnected accounts and tried to reconnect them and it actually won't allow me to add any of the original accounts anymore so I'm unable even to add back accounts that used to be connected.

This is as you can tell after 5 months extremely frustrating when you are trying to run a business.

Regards

Bugs

We wouldn't want you to feel that way, @bugs1.

Since you're still unable to update your transactions and you've been uploading them manually, I'd recommend contacting our Customer Care Support.

They have to tools to further investigate this unexpected behavior and create a case or ticket ID to be submitted to our engineers.

That being said, you may want to consider following the steps above shared by my colleague, @Rasa-LilaM, so you can be able to reach our dedicated support.

Please let me know in the comment section down below if you have any other concerns. I'll always be around ready to help.

Please help,

the Credit card feed for HSBC Hong Kong has been broken since the 1st June.  I manually added transactions and sent in a support request early June.

I've heard nothing back.  At this point it's been 5 weeks of nothing and I've sent about 5-6 emails none of which have been answered.

Bearing in mind that the credit card feed was broken in August 2019 and didn't get until over 8 months later the fact that it's broken again is extremely disappointing.

Add to that the fact I'm being ignored and well I'm getting more than disappointed.

I do want to add that the suggestion of manually adding is all fine at the time, but when the bank feed comes back on line you have to remove tonnes of duplicates and the ones you added manually are not seen as cleared in the bank system so you have to move any attachments over to the now downloaded transaction, when it finally works.

Any assistance on this would be appreciated.

Bugs

Thanks for letting us know about this, @bugs1,

If you already tried contacting us about this issue, I suggest calling our Phone Support to check any updates about your case ID. They can review your past interaction and provide the latest information about the progress of the resolution.

They can also provide additional troubleshooting to get your account up-to-date.

Here's how to contact us:

1. Go to the (?) Help menu and click on Contact Us.
2. Enter the description of the issue in the What can we help you with? box.
   
3. On the next screen, scroll down to the Choose a way to connect with us section.
4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
   

When using the messaging option, a small discussion box will open at the bottom right section of your monitor. An agent will be with you after filling in the information. See this:

When you're connected, provide all the information about your concern or request a viewing session with our representative.

Also, in cases when the bank connection is broken, uploading the transactions manually is optional. This is because, when it resumes, QuickBooks will try to retrieve the latest transactions that were not downloaded successfully. That's the reason why there are duplicate entries that needs to be cleared.

I want to make sure this issue is taken care of. Please leave a comment below on how the call goes. Have a nice day!

Dear Jen

Alas I don't have the messaging option as per your screen, would be great if international version had that option.

I'm also not sure why email has to be unavailable during out of hours either?

Anyway, I'll wait for the time change and try to connect with someone to get a resolution.

I hear you about the bank feed being manual, the trouble is that the connection to the bank will only download the last transactions up to 30 days.  Since this issue is longer than that, I have to download manually into QBO because it won't be able to suck anything older than 30 days when it finally manages to connect.

Regards

Bugs

I have had this same issue for over a year now. Have tried completely removing and starting again, but every time get this error message below. Need to sort it out QB!

@Rush Group 

Explore SlickConnect for the time being.

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