cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Level 1

SunTrust accounts not syncing again

And here we go again with bank syncing issues. My SunTrust accounts have been unable to sync for a few days now. Is there any information as to when this issue will be resolved?  And more importantly, is there any information as to why these are recurring problems?  Once structured to such functionality, we experience a good deal of aggravation having to change accounting practices because of such issues with QuickBooks. 

Solved
Best answer 06-10-2019

Accepted Solutions
Moderator

Re: SunTrust accounts not syncing again

Hello, MikeWilsonIADA.

I'm here to provide some information concerning SunTrust syncing issues with QuickBooks Online.

 

We're receiving reports that other users are getting this error as well and we would like to inform you that this has already been escalated to our Engineering Team. While they do, I would advise you to reach out to our QuickBooks Online Support.

 

This way our engineers can add your account information to the list of affected users and attach your case to the investigation. Any progress will be communicated via email.

 

To reach us, please follow these steps:

                                                   

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

As much as we’d like to provide you a workaround so you can update your bank transactions, using our WebConnect feature isn’t recommended since it’ll most likely cause duplicates after downloaded. However, as soon as an update is received, I will be happy to update this thread and let you know so that you can get back to business.

 

You may find this article helpful: https://quickbooks.intuit.com/community/Help-Articles/What-to-do-if-you-can-t-find-downloaded-bank-t....

 

I appreciate your patience while this is being worked on. Please know that I'm just a post away should you need anything else. Wishing you a wonderful week ahead.

View solution in original post

8 Comments
QuickBooks Team

Re: SunTrust accounts not syncing again

We want this resolved as much as you do, ELFarnsworth.

 

Currently, there is an investigation of the SunTrust Bank's connection. This is not what we want you to experience in using QuickBooks. Though there is no specific date yet, rest assured our engineers are working hard to fix the said issue.

 

Also, I would suggest contacting our Customer Support team. This way, they can include you on the list of affected users, and you'll receive an update from time to time.

  1. Go to the Help icon and click Contact us.
  2. Enter a brief description of your concern. Then, Continue or Let's talk.
  3. Choose either Start messaging or Get a callback.

Comment below if you have other concerns. I'm always here to help.

Level 1

Re: SunTrust accounts not syncing again

I am having the same problem since saturday. 

Level 1

Re: SunTrust accounts not syncing again

Me too.  I was connected and syncing on Friday 06-07-19.  Monday morning (06-10-19) I'm getting an error that 'We can't find this account at your bank".

Moderator

Re: SunTrust accounts not syncing again

Hello, MikeWilsonIADA.

I'm here to provide some information concerning SunTrust syncing issues with QuickBooks Online.

 

We're receiving reports that other users are getting this error as well and we would like to inform you that this has already been escalated to our Engineering Team. While they do, I would advise you to reach out to our QuickBooks Online Support.

 

This way our engineers can add your account information to the list of affected users and attach your case to the investigation. Any progress will be communicated via email.

 

To reach us, please follow these steps:

                                                   

  1. Sign in to your QuickBooks Online Company.
  2. Click (?) Help at the upper right corner.
  3. Select Contact US on the pop-up.
  4. Enter a brief description of your concern then hit Continue.
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

As much as we’d like to provide you a workaround so you can update your bank transactions, using our WebConnect feature isn’t recommended since it’ll most likely cause duplicates after downloaded. However, as soon as an update is received, I will be happy to update this thread and let you know so that you can get back to business.

 

You may find this article helpful: https://quickbooks.intuit.com/community/Help-Articles/What-to-do-if-you-can-t-find-downloaded-bank-t....

 

I appreciate your patience while this is being worked on. Please know that I'm just a post away should you need anything else. Wishing you a wonderful week ahead.

View solution in original post

Level 1

Re: SunTrust accounts not syncing again

SAME ISSUE!!

QuickBooks Team

Re: SunTrust accounts not syncing again

Hi there, TOPNOTCHROOFING.

 

The Sun Trust banking issue has been resolved. In this case, you can manually update your bank account to fix any banking errors.

 

Here's how:

 

  1. Click Banking from the left menu.
  2. On the Banking page, choose Update.
  3. If prompted, enter your Multi-Factor Authentication (MFA) credentials and select Continue update.

If the same thing happens, I'd suggest contacting our Customer Support Team. They'll investigate what's causing this banking issue.

 

Here's how to reach them:

 

  1. Click Help on the top menu.
  2. Click Contact us.
  3. Enter your concern in the What can we help you with? field.
  4. Click Let's talk.
  5. Choose a way to connect with us through Get a callback or Message an agent.

In the meantime, you can use WebConnect to upload your bank transactions into your Online account. If there are duplicate transactions once your bank sync again, you can manually exclude them.

 

You can always reply to this thread if you need anything else with Online banking.

Level 2

Re: SunTrust accounts not syncing again

This is still not working.  Is it the Trusteer app requirement?

 

Moderator

Re: SunTrust accounts not syncing again

This has been escalated to our engineers, GeorgiaCPA.

 

We're working with them to gather more information on why this unexpected behavior is happening.

 

Meanwhile, I'd encourage you to give us a call, so your company details will be added to the affected user's list. This way, you'll be notified whenever updates are available.

 

Kindly refer to the steps above provided by my colleague on how to reach our phone support team.

 

Your patience is much appreciated.

Need to get in touch?

Contact us