Sync issues with American express.

Synching all your American Express credit cards is essential to downloading all your bank transactions accurately, greenplants. I'm here to share the reason why the error message occurs.

I've checked our system and found out that we have an ongoing investigation (INV-106629) regarding the issue you reported about being unable to update your American Express credit cards.

At this time, our engineering team is already checking this to determine what's causing the issue. Rest assured that you'll receive an update via email about the status of the investigation, and we'll notify you once resolved.

For us to do this, I recommend contacting our QuickBooks Support Team so they can add you to the list of affected users. Here's how to reach out to them: 

1. Click the Help menu and then select the Assistant tab.
2. Type in Contact Support in the chat box and press Enter.
3. Select QuickBooks Online Support, then click Contact Us at the bottom of the screen.
4. Click Ask about something else, then enter a short description of your concern or provide INV-106629 as a reference.
5. Choose between Have us call you or Chat.

In the meantime, you can upload your credit transactions using a CSV file. Then, categorize them to ensure they're added to the correct accounts.

Additionally, it's recommended to review and reconcile your accounts periodically. Doing so ensures that your records are up-to-date and free of errors.

Please don't hesitate to post here again if you need additional assistance downloading and categorizing your American Express transactions. We value your business and look forward to ensuring your books are accurate.

Any update here?  I am struggling with the same issue for several of my clients

I recognize the urgency of getting this issue about connecting your online banking sorted out, @kdorey.

You've posted twice here in the Community space regarding your concern and my colleague already addressed this matter in another thread. Please click on this link to see the response: https://quickbooks.intuit.com/learn-support/en-us/banking/american-express-delegate-access-only-sync...

On top of that, these handy resources can help you organize your transactions flawlessly in the future:

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

This thread is still open for replies if you still have queries about your bank connection. We're here to help. Keep safe always.

No answer yet.  However, I am not the primary user on the AMEX account but an authorized user with full access.  I am going to try using the primary user's credentials to see if that will work.  Last resort.

Carneil - Your colleague didn't address the question.  We are still waiting for a resolution.

Thank you for getting back to us, @kdorey. I appreciate you for trying the recommended steps provided by my colleague in your other post.

I'm jumping in to ensure you get the guidance needed to sync your clients' American Express (AmEx) primary and supplemental credit cards in QuickBooks Online (QBO).

You mentioned in another post that the delegate connection initially worked but then stopped syncing. This issue arises due to recent upgrades in security and data connections between AmEx and QuickBooks, resulting in stricter limitations on data access. We can now only download cards that have the cardholder's name and are listed under their profile on the AmEx website. If your client's card meets these criteria, please know it can be synced under the primary account linked to QBO.

Since it appears that you've encountered the same error message as with the original post, here are some troubleshooting steps for us to fix this error.

First, I recommend signing in to the AmEx website. Then, rename one of the accounts so that it is unique. For example, if you have two accounts named "XYZ" rename one to "XYZ 2".

Next, to make the bank account’s name unique in QBO, you can rename it with the following steps:

1. In your client's company, go to Transactions. Then, Bank transactions.
2. Select the bank account that you want to rename, then select the pencil icon .
3. Select Edit account info.
4. In the Name field, update the name of the account. Then, select Save and Close.
5. Go to the Bank transactions once more. Then, select Update.
6. If you still see the error, look for a banner on the Banking page. Select the Check connections link and follow the steps to fix the issue.

If the issue persists, I recommend reaching out to our live phone or chat support team. They can open an investigation and escalate it to our product engineers for resolution.

When this issue is resolved, here are some articles that might help you match and reconcile your accounts in QBO:

• Match online bank transactions in QuickBooks Online
• Reconcile an account in QuickBooks Online

If you have further questions about fixing the sync issue with AmEx delegate accounts in QBO, we're here in the Community 24/7 to help. We're committed to offering ongoing support. Take care!

Thanks, Alver.  You said, "We can now only download cards that have the cardholder's name and are listed under their profile on the AmEx website. If your client's card meets these criteria, please know it can be synced under the primary account linked to QBO."  My issue isn't syncing the primary account.  My issue is that the supplemental cards stopped syncing like they used to.  If I am reading between the lines correctly, it sounds like this is a known issue between QuickBooks and American Express, and QuickBooks will not be fixing it.  Is that accurate?

I can see how important it is to get those syncing issues with your supplemental cards sorted out. I'm here to guide you to the right support so we can tackle this together, kdorey.

Since you've already gone through some troubleshooting steps and are still experiencing the problem, I recommend reaching out to our support team. They have specialized tools that allow them to securely access your account and dig deeper into what might be causing the problem. To do so, follow the steps outlined below:

1. Sign in to your QuickBooks Online company.
2. Click on the (?) Help.
3. Select the Assistant tab to chat with the QB Assistant, or use the Select tab to type your question and find Help articles.

Furthermore, you can review categories for downloaded transactions once you connect your bank. Go through this article for more details: Categorize Online Bank Transactions in QuickBooks Online.

Let us know if you have any other concerns when connecting with your bank. We'll always be right here to cover all your needs.