Qb is not updating my bank account. it states up to date and I know checks/deposits cleared, but qb is not showing anything cleared

I am having the same issue.  I have a qbo case # regarding this issue, but so far, no luck in fixing the problem.  I have done everything qb suggests, and have also been in touch with my bank and followed basically the same steps to try to recover my banking information. I have deleted my bank account, and then reconnected with the transaction start date beginning the 1st of January, nothing changes.  My account seems to be stuck at 2/11/21. Nothing will update, and it is causing me major problems in my business.  I am about over it, but I just hate to have to install a new accounting program and have to manually recover invoices, payments and credits!   Please let me know if you figure out a resolution!

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@lbrauer wrote:
QB stating up to date but it is not

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Hi there, @lbrauer.

Thanks for taking the time to post your banking concerns in the Community. I'm here to help you get past this issue. 

You might have manually updated your connected bank account already, but sometimes a bank's website uses multiple layers of security that QuickBooks has difficulty getting through. 

Let's run several manual updates in a row to give the connection a chance to complete and fix the issue. Here's how: 

1. Got to Banking from the left menu.
2. Click the gray Update button, located in the top-right corner of the screen. This will attempt to connect and update your bank account which may take a few minutes.
3. Whether you get an error or not, do two more manual Updates (for a total of three).

If the transactions still not downloading or may encounter an error, you can follow the steps outlined in this help article: What to do if you get a bank error or can't download transactions in QuickBooks Online. 

For future reference, read through this article: Categorize it into the correct account. It helps you learn in reviewing your downloaded bank transactions to make sure they're added to your books. 

Let me know if you have additional questions. I'll always be here to take care of your banking concerns. 

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Hi lbrauer,

Hope you’re doing great. I wanted to see how everything is going about the banking concern you had yesterday. 

Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at any time.

Looking forward to your reply. Have a pleasant day ahead!

I have been trying for almost 3 weeks to get my QBO fixed. I've spent hours and hours on the phone with multiple people, online chats and still nothing has been resolved. I call in almost everyday, they tell me the same thing and then say they will get back to me via email or phone. That still has not happened either. I have opened multiple cases which someone decided to close and mark as resolved. I am unable to do my end of year tax stuff for the business and am so incredibly frustrated. I've never had such a terrible experience before. Every time I ask to speak to a manager or someone higher up in management they tell me no one is available and they will schedule a call back. I've never had someone tell me I can't talk to a manager. Connections go missing out of nowhere and I get error messages every single day. I literally have no clue what to do or who to call for help. I would love to get this figured out so I can do all of the accounting and then find a new program that actually has a department that will help you.

Hi, @Stacey81.

Please know that this isn't the kind of service we want you to experience with us. No worries, I'm here to help address your banking concerns right away.

I recognize the importance and urgency of getting this issue resolved. That said, I'd like to inform you that there is an ongoing investigation regarding this issue. Also, our engineering team is already working on a solution to the error that you're getting. 

I'd suggest reaching out to our QuickBooks Online Support so you'll be added as one of the affected users. This includes the support hours, so you'll know when agents are available. Rest assured that once any updates are available, you'll be notified through email communication.  

To know what to do if you get a bank error or can't download transactions in QuickBooks Online, you can click here. This includes the steps you can perform to fix the issue. 

You'll want to consider manually uploading your transactions to QuickBooks Online. That said, you'll need to format them into CSV files. Then, categorize and match them.

Your patience and understanding in this situation are much appreciated. Let me know how this goes and if you need more help with bank feeds. It'll be my pleasure to assist you. 

I have reached out to support online and have had multiple online chats while sharing my screen through smartlook. I was told I would get a call today and still nothing. I've been trying to get help for weeks now. I've taken all the steps that they have walked me through via screen share and over the phone and now my books are a complete mess. Everyone tells me something different. The most frustrating experience I've had in a very long time. I've never had multiple people tell me I can't speak with a manager. I've spent close to 8-10 hours on the phone and online chat trying to fix this. If it's an ongoing investigation, shouldn't there be some kind of notice that goes out to your customers? Most people I've talked to didn't even know about an investigation... in fact, the person I spoke with today that promised me a call back (never got one) said there wasn't an investigation at all, then put me on hold for 5 min. for the 5th time and came back to say there actually was an ongoing investigation but it was resolved. So which is it? I've been told 20 times by everyone this will be escalated to the "higher ups" but it never goes anywhere. 3 weeks and nothing. This is absolutely unacceptable. 

Looking through the forums, it appears that this has been an issue for weeks and weeks now. So the system just broke and engineers don't know how to fix it for over a month now? I don't understand why I should have to continue paying for something that doesn't work and is now costing me a lot of money to fix. Do you still have the same answer "there is an ongoing investigation to the same errors you're having"? I'm just wondering how long that can actually go on for.

Hi there, @Stacey81.

I understand the frustration of not having this function as expected and the importance of getting this resolved as quickly as possible. I want you to know that our engineers are now working to identify the cause to provide a solution and will provide them with updates regarding the status of this issue via email.

You may also connect with our Support Team so they can pull up the previous case you had and attach your name or company file to the list of affected users in this investigation: INV-65301.

While waiting for a fix, you can temporarily upload your transactions to QuickBooks manually to keep track of your recent entries.

I'm also adding this article about categorizing your banking transactions: Categorize and match online bank transactions in QuickBooks Online.

You can also proceed with your reconciliation to balance your statements. Here's how: Reconcile an account in QuickBooks Online.

If you have any other questions about your banking entries, let me know by adding a comment below. I'm more than happy to help. Have a good one!

I am currently having the same issue.  Is it safe to say that it never gets fixed?

@OnPointBS 

Explore MT Online for the time being as a workaround. It is designed to import into any bank or credit card in QuickBooks Online, so there is no specific setting needed. 

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

I am having the same issue.  It started in February mid month.   Last month I was able to disconnect the bank and reconnect it and it worked.   This month started again mid month.   I have tried disconnecting the bank account and reconnecting and nada.   When I click update, it runs through and says all caught up.   When I look at my bank account I see new transactions there that are not even coming in as option to match, let alone add.
Please add me to the investigation.  [email address removed] company name Commexis.

Just so you're aware, there is no investigation. That's just what they tell people because they don't know what the problem is. This has been going on for over a year. Your best bet is to get a totally different software, I'm sure there are much better companies out there with software that actually works and real customer service reps that can actually help you instead of telling you the same lies over and over again. This started for me last year so if you choose to stay with this terrible software, get ready for some extremely frustrating days and tons of time wasted. I would also suggest NOT taking their instruction on how to fix things. I heard something different from multiple people, it created the BIGGEST mess and I had to pay so much money to have an accountant fix it, while continuing to pay for the software that doesn't work or come with any customer service. I would just start researching and you'll find something worth your time and money. Good luck!

Just so you're aware, there is no investigation. That's just what they tell people because they don't know what the problem is. This has been going on for over a year. Your best bet is to get a totally different software, I'm sure there are much better companies out there with software that actually works and real customer service reps that can actually help you instead of telling you the same lies over and over again. This started for me last year so if you choose to stay with this terrible software, get ready for some extremely frustrating days and tons of time wasted. I would also suggest NOT taking their instruction on how to fix things. I heard something different from multiple people, it created the BIGGEST mess and I had to pay so much money to have an accountant fix it, while continuing to pay for the software that doesn't work or come with any customer service. I would just start researching and you'll find something worth your time and money. Good luck!

Hello there, @SG_Commexis.

The investigation number shared by my colleague above is still in progress INV-65301. That is why you're experiencing the same issue up to this moment. For now, our engineers are still working on resoling this and we're not given any timeframe when it will be sorted out. 

To add you as one of the affected users, please utilize the Help icon within your QBO account.

1. Go to the Help icon.
2. Select Contact us.
3. Follow the on-screen instructions to complete the process.

 I've added these links for your reference:

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

Leave a comment again if you need more help. Stay safe, SG_Commexis.