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slhc2017qb
January 22, 2019
Question

Suntrust syncing issue since 1/1/19

  • January 22, 2019
  • 2 replies
  • 0 views
I have reported this problem several time and it is still not corrected. I have been unable to syncing with my bank since 1/1/19. I have called and spoken to your customer service several times and they have said it would be escalated to be resolved.

2 replies

C
Charies_M
Level 9
January 22, 2019

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.

K
knash1206
January 23, 2019

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. 

Angelyn_T
Angelyn_TModerator
Moderator
January 23, 2019

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!

B
bwood39165
January 24, 2019

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

A
Alessandra_B
Level 5
January 24, 2019

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. 

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