Suntrust syncing issue since 1/1/19

Thanks for reaching out to us, slhc2017qb.

There is an ongoing issue reported specific to the Suntrust Bank. Our engineers are fully aware of this issue while constantly working on to come up with a permanent fix. Since you've already reached out to our QuickBooks Care Team, rest assured you'll be notified once the issue is resolved. 

For now, let's manually updating your Suntrust Bank in QuickBooks Online? Let's do manual update to refresh the connection between your bank and QuickBooks.

Here's how:

1. Click Banking on the left panel.
2. Select the bank account.
3. Click the Update button.

You can also refer to the screenshot below:

Here's an article to know more about how to manually update bank accounts in QBO.

We'll also make sure to update this thread once we receive updates from our product engineers. We appreciate your patience.

Le me know if there's anything else I can assist you with. I'd be happy to help.

It is now Tuesday, January 23 and the Suntrust banking sync is still not resolved. What is the status of this? This has gone on far too long. 

Thank you for joining the thread, @knash1206.

I'm here to help share additional information about the ongoing issue with Suntrust Bank.

As mentioned by my colleague Charies_M, we've already submitted a ticket about the issue and our engineers are all hands on deck working together with your bank for an immediate fix. At this point, you may need to manually update your bank following the steps given above.

Also, to receive resolution updates, please contact our QuickBooks Online Customer Care Team to add you to the list of affected users.

To contact support:

1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
2. Choose QuickBooks Online.
3. On the Contact Us page, click a topic.
4. Click on the Get Phone Number button to see the support number.

Thank you for your patience. Stay in touch if you have any other banking concerns. I'm always here to help!

Just adding my experience to the thread as well.

My last Suntrust connection (Business - Online Cash Manager) was 1-17-19.  Have been unable to connect since.

Hello there, @MikeWilsonIADA.

Thank you for joining the thread and letting us know about the status of your bank.

As mentioned, there's an ongoing issue syncing/connecting with Suntrust Bank. As of now you may need to manually update your bank following the detailed instructions in this article: How to manually update bank accounts.

We'll make sure to notify you as soon as we receive updates from our product engineers. For now, I suggest contacting our Support Team attached this investigation (INV-24957) so you'll be added to the list of affected users.

For the support's contact information, you can refer to the steps provided above.

Stay in touch if you have any other banking questions, I'd be glad to help. Thank you for your patience.

I'm having the same issue!!  Manual updating does not work either.

Can the engineers give us an estimated date to get this corrected? I am now 7+ days without downloads from the SunTrust business accounts. I will not do manual downloads. All that happens is you wind up having to fish out dupes when the integration/sync is fixed. This is taking too long.

Just a little FYI.  I had 'disconnected' my account in an attempt to re-sign in.  I was able to re-connect this morning and did manage to get it to update the account.  It was flaky, and as I'm typing this, a manual update again failed, but it did complete the one sync to get me current.

Hi @MikeWilsonIADA and @knash1206.

We appreciate your efforts in reconnecting your SunTrust bank @MikeWilsonIADA.

Currently, there is still an on-going issue with users syncing their SunTrust bank to QuickBooks. 

As of the moment, our engineers cannot give you an exact date when this will be resolved. But rest assured that they are doing their best to resolve this as soon as possible.

In the meantime, you can contact our QuickBooks Customer Care so that you'll be added to the list of affected users of this issue. If you want, you can give this investigation number to the customer care specialist that you'll be speaking with: INV-25051. You will then receive an email updating you of the status of this issue.

1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact.
2. Choose a topic and a sub-topic.
3. Scroll down to Get Phone Number or Start a Message.

Thank you for your patience with us.

I have had the same problem since January 18. Error message 9999

Hey @bwood39165.

Since you're one of the affected users of this issue, I recommend contacting our QuickBooks Online Support team so you'll be added you as one of the affected users. You'll be emailed when the issue is fixed. 

Here's how you can contact our support team:

1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact.
2. Choose a topic and sub-topic.
3. Scroll down to Get Phone Number or Start a Message.

We appreciate your patience and understanding with this on-going issue. 

Thank you for the reply. Suntrust & Quickbooks are still not syncing. After over an hour on the phone with Suntrust one representative finally admitted they were having issue with the download thru web connect.  I was assured they are working on it and hope to have the problem resolved soon. This was much better than the other rep who denied they were having any issues. This is very frustrating. I cannot even manual down load the transactions to excel to load to QB. I hope once Suntrust correct their issues QB will not have any issues updating a month worth of transaction!  

Hi there, @slhc2017qb.

Thank you for getting back to us and providing details about your interaction with the representative.

We're working diligently with your bank to have this fixed in a timely manner. While I'm unable to provide a definite time frame for when this will be, rest assured that I’ll update the post once there’s progress.

I want you to know that your voice matters and that you being able to use QuickBooks seamlessly is my top priority. I'll be sending feedback based on this interaction to the Management Team for determining what we need to implement moving forward to provide you the best QuickBooks experience and ensure this doesn't happen again.

Let me know if you have other questions in mind. I want to ensure your success in everything you do and I'm always here to offer help.

This is getting out of hand. WHen is the ETA on this fix? Will you be offering customers prorated charges becuse of loss of funcionality for an entire month?

Hello there, jazs66.

I'm here to provide additional clarification about the syncing issue with the Suntrust bank in QuickBooks Online.

The investigation number INV-25051 provided by my colleague @Alessandra_B above is has been fixed. Can you share with me if you're getting some errors on your end as well?

Let's start fixing the issue by performing the detailed steps found in this article: What to do if bank transactions won’t download.

If the problem continues, please give us a call this time. We'll need one of our Phone Support Specialists to assist you with the syncing issue and the prorated charges.

You can reach them through these steps:

1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
2. Select your QuickBooks product.
3. Choose a topic.
4. Scroll down and click Get Phone Number.

Any additional information or screenshot you can provide will help to ensure a timely solution. I'll be on a lookout for your response.