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Level 1

Unable to connect to bank for 13 days, no help from chat support

I have been unable to connect to my bank in QBSE for the past 13 days. I've initiated multiple chat sessions with the support team. Twice they informed me that there is an existing issue reported with my particular bank, and that the engineering team is already working on a solution. I was told I would receive updates via email. However, it's now been 5 days since my last chat session and there is still no update.

Now whenever I go to try to reconnect to my bank, I get the following error:

 

Something unexpected happened and we couldn't connect to your bank.
Try again in a few hours. (155)

I spoke to my bank (First Commonwealth Bank of Pennsylvania) and they were unaware of any issues. This is getting incredibly frustrating, and I'm considering canceling my subscription since it's useless if I can't connect to my bank. Prior to this, I've been a QuickBooks customer for years (both QBSE and QBOL) and never had an issue. This just started about 2 weeks ago and is still unresolved.

 

Does anyone have any advice of how to at least get an update on this situation? I just get the run-around in the chat ("we've attached your problem to the existing issue", "our team is working hard to resolve this issue", etc.).

 

Thank you!

4 Comments
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Level 6

Unable to connect to bank for 13 days, no help from chat support

Hi @josh32 , have you try open in private browser mode, clear cache, and clear browsing history? Sometimes it could be helpful.

Comment back. Cheer.

Highlighted
Moderator

Unable to connect to bank for 13 days, no help from chat support

Hello there, @josh32.

 

I appreciate you for reaching out to us here in the Community. Let me share what I know about the error in QuickBooks Online.

 

The error 155 usually occurs when a bank is restricting the integration with QuickBooks. I've check here and the case about First Commonwealth is still ongoing.

 

Our product engineers are currently working with your bank to get affected users back on track. Since you have an existing case about the issue, you can contact the Self-Employed Support Team for real-time updates.

 

We want to be the one checking it, but we have limited resources in this public space. For users who encounter problem contacting support, I suggest performing some troubleshooting steps to help isolate and fix the issue.

 

If you're using the web browser, I recommend you start with signing into your account through an incognito window. It'll allow you to access QuickBooks without using cookies.

 

Here are the keyboard shortcuts to open a private browser:

 

  • Google Chrome: press Ctrl Shift N
  • Mozilla Firefox: press Ctrl Shift P
  • Microsoft Edge: press Ctrl Shift P
  • Safari: press Command Shift +N

If it works, I suggest you proceed with clearing cache. There are times too much data can accumulate over time and cause issues when using QuickBooks.

 

For the mobile app, please make sure you have an up to date version to ensure its error-free.

 

I've also included some articles in case you need some ideas about how to import bank transactions manually, as well as some details about QuickBooks Self-Employed:

 

Please know that the Community has your back if you need assistance. It’s a place for you to connect with experts and peers. Wishing you and your business continued success.

Highlighted
Level 1

Unable to connect to bank for 13 days, no help from chat support

First Commonwealth Bank is still not syncing with QBO.  FRUSTRATING!!!!

Highlighted
Moderator

Unable to connect to bank for 13 days, no help from chat support

Hello @AH2,

 

Currently, we have an on-going issue where users' like you, are unable to establish a connection with First Commonwealth Bank in QuickBooks Online. Rest assured that our engineering team together with your banking team has been informed and they're in all hands working to fix this as soon as possible.

 

In the meantime, you can consider waiting for the connection to be fixed and update your bank's connection. Or download a copy of your bank transactions and upload them. Let me show you how:

  1. Go to Banking.
  2. Under Bank and Credit Cards, select your First Commonwealth Bank account.
  3. On the Update menu, select File upload.
  4. Find and open your downloaded bank transactions.
  5. Select Upload.
  6. Click Finish.

However, I'd still recommend contacting our Customer Care Support so one of our specialists can associate your account with the said investigation so you can receive all available updates via email message. To do so:

  1. Go to Help.
  2. Select Contact Us.
  3. Enter Unable to connect with First Commonwealth Bank in the What can we help you with? field.
  4. Click Let's talk.
  5. Choose a channel where you want to interact with our live support.

Lastly, I've also included this helpful article that'll help you handle your bank transactions after uploading them or when the connection is bank to normal: Categorize and match online bank transactions in QuickBooks Online.

 

We appreciate your patience as we're working on this. Please let me know in the comment section down below if you have any other questions. Stay safe!

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