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Community Contributor *

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Thank you for your message. I don't plan to make a habit of complaining on these boards, but appreciate your response.

 

As it happens, the Amex sync feature suddenly came back to life yesterday -- on my account, at least. Seems to be working just fine now, which I hope means a permanent fix has been found.

 

I will call Customer Care as you suggested, but more important than any refund, I'd like to impress upon them a request to let the responsible personnel know that:

 

a) we understand things happen

b) we can be patient when this occurs

c) our patience is a lot easier to obtain when we receive fully open, transparent information on what's going on (even if it doesn't reflect well on Intuit in the moment)

d) always provide an estimated time line for a solution, even if it needs to be frequently updated

e) apologize in advance, and offer a remedy or compensation without us having to ask

f) take individual bulletin board responses offline, so the person feels listened to, and we don't need to wade through stock responses to the same problem

 

and: g) hire more staff for phone support (to cut down waiting times), and chat support (to prevent people like "Melody" from having to juggle multiple customers like we're a circus act, only to underserve us all

 

That said, thank you again for reaching out and, most of all, thank you for getting the Amex sync feature back online, as it really is vital for a lot of us. 

 

 

Moderator

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

Thanks for getting back, @Silver Bullet.

 

I'm glad you're able to sync your AMEX to QuickBooks now. 

 

Thank you for being patient with us and for sharing your thoughts about the AMEX investigation. We want to do our best to make sure that you're taken care of, and I'm here to take note of this and pass it along here in my end.

 

Please visit us again in the Community if you need anything else or if you have other questions about your bank transactions. I'll be here to help. Best regards.

 

 

 

Experienced Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

I have been waiting while paying full price since NOVEMBER!!!!!  Now it is in two accounts. This is insane and really questions the integrity of Intuit to be honest. FIX IT.

cj3
Experienced Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

They NEVER admit there is a problem.  

DENY, DENY, DENY.  

That is what they are taught.  

Everyone needs to make a living.  They need their jobs.  They do as they are told.  

Online support is useless.  

Established Member

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

My amex hasn't been updated for 34 days in QuickBooks.  It may had been fixed temporarily but it's broken again,. 

Highlighted
QuickBooks Team

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

I'll make sure to get your bank up to date, busybeeslocksmith.

 

Is there an error when you download the transactions? If so, you can search for that specific error in our support site to get the corresponding troubleshooting steps.

 

But if there's no error, I'd suggest manually updating your bank. This will refresh the connection between your bank and QBO.

 

Here's how:

  1. Click Banking on the left menu.
  2. Select your Amex account.
  3. Click the Update button in the upper right-hand corner.
  4. Wait until you receive a notification that the update is complete.

If this doesn't work, you can refer to this article for more troubleshooting steps: Fix Online Banking Errors in QuickBooks Online (QBO).

 

If you've tried all of these steps and got the same result, it would be best to contact us. We have more tools to check why you're still getting the same issue and help you fix it. To get our contact number, click the Help icon in the upper right-hand corner. From there, click the Contact Us button and enter your concern in the description box.

 

I appreciate your patience on this. Do let me know if there's anything else I can help you with.

Established Member

Can't add Amex

So is the Amex issue still ongoing?

 

I'm trying to add a new Personal American Express Card to quickbooks online.  I get to "connect an account" and I sign in.    It says "connecting to American Express" and then brings me right back to the "Sign in to Account" screen.

Moderator

Re: Can't add Amex

Greetings, leenga.

I'd be happy to help you connect your Personal American Express Card with QuickBooks Online. Let's get you connected.

 

So far, we haven't received similar issues reported with connecting American Express Card in QuickBooks Online.  You may want to use  other browsers which are compatible with QuickBooks Online:

 

  • Google Chrome.
  • Mozilla Firefox.
  • Safari.

Also, you can access your QuickBooks Online company using private browsers. You may use these shortcut keys:

 

  • Google Chrome, press CTRL  Shift N
  • Mozilla Firefox: press CTRL  Shift P
  • Safari: press Command Shift N

You may find this article helpful: Connect your American Express Business Card to QuickBooks.

 

If you still can't connect your personal card, I'd suggest reaching out to our QuickBooks Online Support to investigate this further.

 

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Should you need more help in connecting your Personal American Express Card, please let me know. Have a good one.

Community Contributor **

Re: POSSIBLE SOLUTION TO "Cannot download american express transactions to quickbooks"

I am  having the same issue across all clients.  I have a client with Amex platinum, Amex Black, Amex regular business gold.  This is incredibly frustrating and continuing to download transactions from Amex and manually upload into QBO is ridiculous especially with all the increased costs of having QBO.  When will this be solved?  It has been intermittent since the beginning of the year.  No activity at all for the last 2 weeks - I've been manually updating.

QuickBooks Team

Re: Cannot download american express transactions to quickbooks.

Thanks for joining this thread, dKeast.


This isn’t what I want for you using online banking feature. I checked with my resources, and we already have corrected connection issue with Amex.


Since you’re still unable to receive transactions automatically, I'll help by performing some basic troubleshooting steps. Let’s start by logging in to your account in a private browsing or incognito window.


It allows you to surf the net without saving any of the data. Here are the shortcut keys for each browser:

 

  • Google Chrome: press Ctrl + Shift + N  
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N


If you continue to experience the same issue, update the bank sign-in info. I’ll walk you through the steps.

 

  1. On the left panel, go to the Banking tab and choose the Banking option.
  2. Select your Amex account, then click on the Pencil icon.
  3. Choose Edit sign-in info and input your bank website ID and password.
  4. Click on Save and connect.

QuickBooks will try to connect with your bank to verify the information. However, if none of these steps work, I recommend contacting our QBO Care Team.


They can help check the connection between QuickBooks and Amex. If necessary, they’ll perform a screen-sharing with you to determine where the issue is stemming from.


This should get you on the right track. Please let me know how the call goes by leaving a comment below. I want to make sure this is taken care of.

 

AH6
Active Member

I have been trying for a month to update my AMEX accounts. Finally it supposedly updated. But there were no transactions to review!! I know that the reason for this mess is that QB has not signed a contract with AMEX even though your whole business mod

 
QuickBooks Team

Re: I have been trying for a month to update my AMEX accounts. Finally it supposedly updated. But...

Our engineers are working with your bank to fix this issue, AH6.

 

What we can do for now is to upload your transactions manually. First, you'll have to log in to your bank's website and download any Webconnect file such as the following:

 

  • Comma-Separated Values (CSV)
  • QuickBooks Online (QBO)
  • Quicken (QFX)
  • Microsoft Money (OFX)

Then, please follow these steps to upload the transactions:

  1. From the Banking page, click on the drop-down arrow and select File upload.
  2. Click Browse, then choose the file.
  3. Choose your AMEX bank account.
  4. Click on Next until you're done uploading the file.

Afterward, go to the For Review tab to review them. From there, you can start matching or adding them to post in the register.

 

Please let me know if you have other concerns with your bank transactions. I'm here to help you out.

Active Member

Re: I have been trying for a month to update my AMEX accounts. Finally it supposedly updated. But...

I am using Quickbooks Pro 2017 Desktop Edition and your instructions don't match up. Please fix the automatic import function and/or provide me with accurate instructions. Thanks.

QuickBooks Team

Re: I have been trying for a month to update my AMEX accounts. Finally it supposedly updated. But...

Good day @Jeffarino,

 

Allow me to join this conversation and assist with updating your bank feeds.

 

While waiting for the automatic import function to be back up, you have the option to import web connect (.QBO) files.

 

Let me show you how:

  1. From the QuickBooks File menu, select Utilities > Import >Web Connect Files.
  2. Select the QBO file you saved, then select Open.
  3. When prompted to Select Bank Account, select:
    • Use an existing QuickBooks account if the account you are importing the transactions into is already set up in QuickBooks.
    • Create a new QuickBooks account if the account you are importing the transactions into is not yet in QuickBooks. Type a name.
  4. Select Continue. You should see a dialogue box telling you that the data has been successfully read into QuickBooks. Select OK.
  5. Go to the Bank Feeds Center to review your transactions.

 A quick heads-up though, we've been advised that AMEX is still working on their website at this time and there's no estimated completion date. This is the cause why their customers are unable to download web connect files from their website. 

 

In case you need to troubleshoot Bank Feeds Web Connect import issues and errors, the link I provided contains causes of these possible errors and the steps on how you can deal with them.

 

Please feel free to leave a comment below if you have any other questions in mind. I'll be here to provide further assistance.

Experienced Member

This is now a AMEX issue

Ok, so American express looks like they are no longer providing QBO of QFX files for download. I spoke to thier customer support, and they said it is a known issue with no timeline in place for a fix. Contrary to the instructions given by support, you cannot download transactions via csv or xls to desktop. This said, all desktop users are now at the mercy of AMEX. Please call AMEX and voice your concerns and hopefully they will expedite this.

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

So apparently there's a security update going on right now between AMEX and Quickbooks. I only found this out when I got to AMEX technical support. They really should have this information available to intake customer support people at both AMEX and Quickbooks.

 

Community Contributor *

Re: Amex uses the same log in as you use to log into the web...

Good afternoon, Chen. 

 

For bank/credit card accounts that do not offer .iif as an option for transaction downloads, I have been able to import some csv files by including .iif in the file name before the .csv name extension.   I make clear column headings to include DATE mm/dd/yyyy, DESCRIPTION, SPENT (for credit card charges) RECEIVED (for credit card credits and payments on account).  This works better for me than having the debits and credits in one column.  

I have not tried this personally, but here is a link to a post regarding a QuickBooks Import Excel and CSV toolkit.  If you try this method, I'd be interested to hear how it works for you! https://quickbooks.intuit.com/learn-support/en-us/manage-lists/import-export-csv-files/00/201366

 

Cindy Steel

Ray CPA PC

Round Rock, TX

 

 

Experienced Member

Re: Amex uses the same log in as you use to log into the web...

Thanks for the tip!

 

I just edited my original post. Apparently the functionality stops when they're doing security updates but you can only find that out after you get transferred further to the technical teams. .QBO and .QFX downloads are projected to resume as early as next week.

Frequent Explorer ***

Re: Amex uses the same log in as you use to log into the web...

This is quite frustrating. I have several amex cards that we use extensively and not being able to download transactions is a major time waste. I have instructed my staff to move as much transaction volume to other cards as we can for now. 

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Hi MH10001,

 

While our engineers are still working with American Express to resolve the issue, I recommend subscribing our page for updates.

 

Here's the link: http://status.quickbooks.intuit.com/.

 

Just click the Subscribe to Updates button.

 

You might also want to check handy article for future reference: Banking and bank feeds.

 

Feel free to leave a comment anytime if you have further concerns.

Established Member

Re: Amex uses the same log in as you use to log into the web...

Still not working?!?!?! after a year you guys can't fix it???

Mine is not working either 

please get your act together quickbooks!

 

Active Member

Re: Amex uses the same log in as you use to log into the web...

Found a solution that worked for me.

 

Disable Bank Feeds for all your AmEx cards, then re-enable.  Worked as usual after this.

 

QuickBooks Team

Re: Amex uses the same log in as you use to log into the web...

Thanks for your recommendation, nathan464.

 

Hi PabloBooks, you can try nathan464's said recommendation. 

 

If you're getting the same result, I recommend contacting our QuickBooks Support Team to investigate this further. Please follow the steps below:

 

  1. Click Help (?).
  2. Click Contact us.
  3. Enter a short description of your concern.
  4. Then, click Let's Talk.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Just post a reply if you have further concerns. I'll be around.

Established Member

Re: Amex uses the same log in as you use to log into the web...

I did that and Daniele told me that I won't have the problem again... 

 

Established Member

Re: Amex uses the same log in as you use to log into the web...

I currently use QB Premier Professional Services Edition 2018 and have been successfully downloading Amex transactions for many years (have been a QB customer for 18 years), but now I am receiving an OL304 error saying "Your bank doesn't recognize this account number.  Make sure that the account number, account type, and routing number are correct in the account list..."  Nothing was changed in QB, and I'm still able to successfully log directly into my Amex account directly using the same ID and password, and I verified nothing was inadvertently changed in the "Bank Feeds" info in QB.  I even tried rebooting and waiting another day in case there was something going on with either company, but still the problem persists.  This is probably totally unrelated, but I'm also having terrible problems with QB locking up repeatedly while trying to edit Employee information or exiting unexpectedly while editing an Invoice, and I'm wondering if I may be reaching some QB file size limitations.  For as long as this product has been in existence, all of these bugs should have been worked out long ago.  It seems as though Intuit assumes it has a captive audience of customers, and has gotten sloppy and lazy with its software maintenance.   Business owners don't have time to fool around with issues like this or to go back to entering each transaction manually.  How do we QUICKLY fix this?