I had the same issue. Was on the phone with QBO support for 45 minutes and they had no idea how to resolve fidelity.com connection then they simply hung up.  Really disappointed in the canned responses on this forum from support, the cut and paste mentality of the support team and the general lack of customer support training for such an expensive product.

I wish I could make your support experience better, DNfinance. Rest assured that we'll pass along your experience here on our end to provide excellent customer service to our valued users.

I understand how you'd want to connect your bank to QuickBooks Online smoothly. However, for me to be able to provide you with accurate information, did you happen to encounter any error messages while connecting? This way, we'll be able to address this in a way that's specific to your scenario.

In the meantime, you can consider manually updating the connection between your bank and QBO.

Here's how:

1. Go to Transactions.
2. Select Bank Transactions.
3. Beside the Link account, click on Update.

Additionally, you can reach out to your financial institution to confirm if there's ongoing system maintenance to their online banking website.

Furthermore, I'm adding this helpful article as your reference in setting up bank rules in QBO: Set up bank rules to categorize online banking transactions in QuickBooks Online.

Comment below to this post if you have any concerns or follow-up questions regarding bank connection in QBO. I'll be here to lend a helping hand. Stay Safe.

This cut & paste response is exactly why so many people are frustrated.  The telephone support is untrained, and forum support is equally as unhelpful.

There are no error messages with this issue.  Fidelity.com is simply not showing up anymore for a new link.  It used to, and now it's gone.  Fidelity is one of the largest institutions in the United States.

Fidelity says that the issue lies squarely with Intuit/QBO.   There are no ongoing issues with Fidelity.

This cut & paste response is exactly the reason so many customers are frustrated with Intuit, and QBO support in general.  The customer support team does not seem to be adequately trained or have the ability to trouble shoot.  This is an engineering issue.

Fidelity.com is no longer showing up as a financial institution able to be linked. It was several months ago, and now it is not.   QBO has been aware of this issue for a while, but has stonewalled users with nearly automated responses.

Fidelity has confirmed the issue likes squarely with QBO.  Fidelity.com needs to be restored so that transactions can be downloaded.   That's it, full stop.  Please escalate.

I agree! I got very lucky that I had the right rep on chat with me to fix the fidelity issue. Most of the other reps were useless and uneducated about how the product works. I would recommend getting a chat session with them and have them log into your computer and walk you through this issue. Hopefully you can find the right rep. I had to disconnect and reconnect the account, then merge the 2 (old and new). For a paid product, their support is terrible. 

Glad you got it working. Did you ever see an error when you tried to disconnect? I get the “Sorry, something something..” and now have two accounts that don’t reconcile. 

I don't remember the actual error message i received regarding disconnecting. I do remember getting one while trying to merge the old and new fidelity feeds. This had to do with the fact that the names of both account was the same and i had to change the new one slightly. Once they merged, i was able to change the name to the correct one.I highly recommend that you get a rep to do a screen share so that they can see what's going on. Do that every day or two until you get someone to escalate it. The person i was with ended up getting their tech team on the screen share and they were able to figure things out. That said, I wake up every morning in fear that my Fidelity feed will get lost again. Good luck.

The fidelity.com connection no longer exists, so it's impossible to re-connect the account if it has never been connected in the first place.   This is the main issue here.  fidelity.com is no longer listed as an available institution to connect, although just a few months ago it was.

Look for nb.fidelity.com. That’s the retirement accounts link and may show up under that. 

What???

Why hasn't the QB Staff been honest about this...what happened with your Fidelity relationship?

Mine was re-established with the help of one of their techs. I highly recommend you get on a screen share and have them walk through the issue. Only then will they see the errors first hand. They were able to bring someone from IT on there with us and fix the glitch. The “old” account was merged into the “new account” even though they’re the same account. But I pray everyday that it doesn’t drop connection again. Most of their support staff are clueless and have no idea how their system works or what the actual problem is until you show it to them in a screen share. 

What???

Why hasn't the QB Staff been honest about this...what happened with your Fidelity relationship?

Hi there, @BeyondTheBox.

I understand how challenging on your end to connect your bank to QuickBooks Online (QBO). Let me help you fix this.

Before anything else, I'd like to know what error message you encountered since we received several Fidelity banking connection issues.

In the meantime, we can check your bank's website and check your account's messages, notifications, or alerts if there is banking maintenance. Look for any display issue as you navigate it and check for announcements about new security requirements. 

If it's clear, let's try to update your bank connection in QBO. Here's how:

1. Sign in to your QuickBooks Online account.
2. Go to Transactions, then Bank Transactions.
3. Select Update.

You can read this article for more banking error troubleshooting steps: What to do if you get a bank error or can't download transactions in QuickBooks Online.

If you want to categorize your bank transactions automatically, you can read this article: Set up bank rules to categorize online banking transactions in QuickBooks Online.

For additional banking connection concerns in QBO, let us know. We'll be willing to help. Keep safe.

Seriously?

If there are multiple issues what are they and why haven't they been resolved.

Don't you think I have logged into Fidelity to confirm? I was able to log in through QB still QB failed at the end of there process.

Honestly, this has been a problem for a while and it's still unresolved. I am not the issue your software is the issue.

I have also experienced random unexplained transactions appearing in a different banks register. Should never happen. All was good last month...this month not....I don't pay all this money to resolve issues your system creates.

Provide me with steps for resolution.

We recognize how this banking issue has affected your company, BeyondTheBox, and we can see the urgency of getting this resolved. Let me route you to the best help available.

We agree with my colleague, several banking errors were reported for Fidelity. Since the resolution provided wasn't able to fix your issue, we recommend contacting our Customer Care team to report and get this investigated accordingly. Here's how:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us: Start a chat with a support expert or Get a callback from the next available expert.

Once fixed and you obtain your latest available transactions, review and categorize them. Then, reconcile your accounts so they always match your monthly statements.

If you have additional banking inquiries or need assistance managing transactions in QBO, feel free to ask in the Reply section below. We in the Community are here to assist you.

And just like that, the Fidelity connection failed again!! Your rep once again is blaming Fidelity. I'm getting error 590. Yes, i've tried logging back in. Yes, there are no problems at Fidelity. FIX THIS! Your product is CRAP. We have taxes to file.

"Something unexpected happened and we can't connect to Fidelity - Investments & Retirement Accounts. Try again in a few hours (590)"

I can see you're having an issue when connecting Fidelity Bank QuickBooks Online (QBO), @cmargerpositionwealth.

After checking, it appears that my colleague already responded to your question on a duplicate thread. Visit this link to review the recommendations: https://quickbooks.intuit.com/learn-support/en-us/banking/re-linking-fidelity-investments-to-quickbo...

You can always get back to us if you need additional help connecting the bank to QBO. Take the best care!

Same thing happened a few months ago and it took like 6 WEEKS to resolve. QB has poor integration technology and take forever to fix issues that affect thousands of people. I've spent countless hours dealing with both problems. As soon as I reconcile my 2023 and file my taxes, I'm moving to a better product.

Hi there, Kim, and @cmargerpositionwealth.

I deeply understand how crucial it is for you to link Fidelity with QuickBooks Online. I assure you that I'm here to assist you in getting the best help available.

As of now, I recommend uploading your bank transactions manually so you can categorize and reconcile them.

We've received reports of users experiencing this issue, and I recommend contacting our QuickBooks support to be added to the affected users.

Here's how:

1. Head to this link: Contact Us.
2. Select QuickBooks Online product and click Continue.
3. Select Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

Furthermore, you can learn how to find missing transactions downloaded from your online bank and credit card accounts.

Let me know if you have additional concerns about linking your bank account to QuickBooks Online. I'm always here to assist you.

QB just sent me an email stating the issue has been resolved. That's a good idea, pretend. Here is their email and my response of which I received an auto email stating I cannot reply.

QB Email:

Dear Valued QuickBooks Online Customer, We are pleased to inform you that your issue has been resolved. The resolution has been implemented and this bank account should be ready for your use. If you require additional information, please call QuickBooks Support at 1-800-488-7330 to speak with a support person directly or you can use the Help link found on the top right of any screen in your QuickBooks Online company. From there, you can search for the best answer to fit your question or contact QuickBooks Customer Care if needed. Thank you, QuickBooks Online Support

My response:

It has not been resolved. Each time I open QBO, I have to reconnect 6 Fidelity accounts in 5 companies to update the accounts. Here is the never ending error message:

Can't find this account

This account isn’t available. If there’s a temporary error at your bank, it should get fixed soon. If this account no longer exists, you can disable this connection. Otherwise, try linking the account again. (324) Reconnect your account

That's the same email I got. It's completely bogus. The issue has not been resolved. They won't take responsibility for this, instead blaming us or Fidelity. This happened in December and it took 6 weeks to fix, but only after everyone kept blowing them up with requests over and over.

I wish you didn't have to go through those challenges, U2500 and cmargerpositionwealth. I understand how important it is to connect your Fidelity account seamlessly. 

I acknowledge the information you've shared. Since you're facing issues while connecting your Fidelity account, even though you have received an email stating that it has been resolved. In this case, I recommend contacting our QuickBooks support team. I understand you've already reached out to them, but they possess specialized tools and resources to check this through screen sharing. Rest assured that, if deemed necessary, they'll refer the issue to our engineering department for a more in-depth resolution. 

Here's how to reach our support:

1. In your QuickBooks Online account, go to the Help menu.
2. Hover to the Search tab, then click Contact Us.
3. Type in a short description of your issue and concern in the box provided.
4. Click Continue.
5. Select the Chat or Callback option.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT. 

For future reference, I'll add these informative articles to help manage your transactions in QuickBooks Online effectively:

• Categorize online bank transactions.
• Match online bank transactions.
• What to do if you get a bank error or can't download transactions. 

I'm always around to help if you require further assistance with QuickBooks-related concerns. You can click the reply button below and enter your queries. 

@ShyMae - Dear lord, you don't think we've already reached out to customer service?? I spent an entire morning (1 hour on the phone and 4 hours on chat and screen share) trying to figure this out. Please do your homework on this issue before sending us these responses. So far, your customer service reps lack the ability to address our concerns, and your "engineers" aren't capable of quickly diagnosing and fixing the issues.