Unable to add bank account to the Banking tab (Account is not showing in the list of available accounts to add)

tkelley · ‎December 02, 2020

On the Banking Tab, when I click to Add Account - I can connect to Bank of america, and see my accounts just not the new credit card account I need to add (note that the account has been open for 2 months). I've chatted w/ QB support 3 times, and no one can help me. I've talked to bank of america support and they redirected me back to quickbooks. I'm amazed I can't even pay for help from quickbooks, just this chat system that takes anywhere from 30-60 minues for what I estimate a phone call could resolve in 5. I'll take any recommendations, thank you all

tkelley · ‎December 02, 2020

All,

After spending 6 hours on this issue today, here was my solution:

The problem was that I have 2 logins w/ bankofamerica (personal & business). Somehow this new credit card account was added to only the business login (not the personal), and so it couldn't be seen by the personal login (which I was using for the quickbooks connection apparently, setup years ago). All of our other corporate accounts were added to both logins, so all the other accounts are shown properly to quickbooks, except this new credit card account (lovely).

So make sure the account you're using to connect QB & bank of america online can 'see' all the accounts you need it to see.

To check that:

Login to bankofamerica.com w/ the same account you're using for QB. You will see all the accounts that user has access to (and you can call BoA and ask them to add any missing accounts to this user/login if needed or simply reconnect with your main login).

If you don't know which account you're using for QB then you may need to disconnect your accounts and reconnect them to the correct one - **Note that if you disconnect be careful!! It will definitely import duplicate transactions (which is fun), so if you have to disconnect, my recommendation is to approve all your transactions up to a certain date, then disconnect all, then connect again and import starting at that date.

Just an fyi to anyone also that:

1) Two different quickbooks support people told me that they were having a 'system-wide issue' (exactly what Rose said below (which was incorrect and of course misleading)).

2) One Support Chat person told me that it was on Bank of america's end - this caused me to waste roughly 3 hours today talking w/ 3 different bofa support people, none of which could help me and 1 of which just redirected my call to a voicemail that told me to call qb and hung me up lol.

3) Another support chat person responded once every say 5 or 10 minutes, then timed out when they tried to share screens (about an hour lost here)

4) The Help button within my account has been broken for weeks, I think thankfully they fixed it today (this was about an hour of explaining over chat that clicking Help is giving an error, I enjoyed that)

This is not the first time I've wasted days on something like this, not really happy Quickbooks - Also please don't tell me how to contact support again in a way that isn't up to date in your response (like Rose's and so many I've seen across this forum).

Anyway hopefully that helps others with this issue,

T

View solution in original post

Rose-A · ‎December 02, 2020

Hey there, tkelley.

We are aware of an issue where QuickBooks Online users are unable to add a bank account or missing accounts to connect from the Banking page.

Since you're being impacted by this issue, I would advise you to get in touch with our QuickBooks Support. This way our engineers can add your account information to the list of affected users and attach your case to the investigation number INV-51427. Any progress will be communicated via email.

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM on Saturdays. Here's how to contact us:

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.

Once you've successfully added your bank account, I recommend editing, assigning, and categorizing your transactions. Also, you can match them to the existing entries in the software. Just go to the For Review tab from the Banking menu. Doing so will help you ensure the accuracy of your financial records.

Please extend your patience while we're working on the permanent fix. Don't hesitate to drop me a line if you have other questions about QuickBooks. Have a good one.

tkelley · ‎December 02, 2020

(redacted see updated response below)

tkelley · ‎December 02, 2020

All,

After spending 6 hours on this issue today, here was my solution:

The problem was that I have 2 logins w/ bankofamerica (personal & business). Somehow this new credit card account was added to only the business login (not the personal), and so it couldn't be seen by the personal login (which I was using for the quickbooks connection apparently, setup years ago). All of our other corporate accounts were added to both logins, so all the other accounts are shown properly to quickbooks, except this new credit card account (lovely).

So make sure the account you're using to connect QB & bank of america online can 'see' all the accounts you need it to see.

To check that:

Login to bankofamerica.com w/ the same account you're using for QB. You will see all the accounts that user has access to (and you can call BoA and ask them to add any missing accounts to this user/login if needed or simply reconnect with your main login).

If you don't know which account you're using for QB then you may need to disconnect your accounts and reconnect them to the correct one - **Note that if you disconnect be careful!! It will definitely import duplicate transactions (which is fun), so if you have to disconnect, my recommendation is to approve all your transactions up to a certain date, then disconnect all, then connect again and import starting at that date.

Just an fyi to anyone also that:

1) Two different quickbooks support people told me that they were having a 'system-wide issue' (exactly what Rose said below (which was incorrect and of course misleading)).

2) One Support Chat person told me that it was on Bank of america's end - this caused me to waste roughly 3 hours today talking w/ 3 different bofa support people, none of which could help me and 1 of which just redirected my call to a voicemail that told me to call qb and hung me up lol.

3) Another support chat person responded once every say 5 or 10 minutes, then timed out when they tried to share screens (about an hour lost here)

4) The Help button within my account has been broken for weeks, I think thankfully they fixed it today (this was about an hour of explaining over chat that clicking Help is giving an error, I enjoyed that)

This is not the first time I've wasted days on something like this, not really happy Quickbooks - Also please don't tell me how to contact support again in a way that isn't up to date in your response (like Rose's and so many I've seen across this forum).

Anyway hopefully that helps others with this issue,

T

unIN · ‎March 22, 2022

Thanks for the post. Same problem, different issue. But spent 1/2 day with chat, now most of my bank feeds don't work and accounts not showing when trying to update bank feeds?. Just can't bring myself to spend another 1/2 day of frustration again! Want an accounting program that doesn't make you pay for a subscription of frustration!

ChristineJoieR · ‎March 22, 2022

Thank you for taking the time to bring your concerns here to the community, @unIN. I can share some insights about connecting a bank account to QuickBooks Online.

You can check if your bank account is connected or add a new bank account to the Chart of Accounts.

Go to Settings and select Chart of Accounts.
Check your bank for the transactions.
From the View register, connect your bank if it is not linked yet.

If you recently updated your account number, username, or password on your bank's website, make the following changes in QuickBooks:

Go to Bookkeeping.
Select Transactions, then Banking
Select the tile for the bank account. Then select the Edit icon.
To change your sign-in information, click Edit.
Update your information as needed.

You can go to the bank's website to check if you are using the correct URL link to QuickBooks. You can visit this page and refer to step No. 2 for more information.

In addition, I added this link as your reference in managing your transactions in QuickBooks Online.

Tell me if you still need further help with your bank accounts in QuickBooks Online. Just hit the Reply button. Have a pleasant day.

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