Cannot connect existing bank account to Payroll

Hello there, briantt.

We have notified our product team and they are working getting this resolved. In the meantime, let's perform some basic troubleshooting steps to resolve this.

Let's begin with using a private browser to determine if it's the browser that's causing the error. 

• Google Chrome: press Ctrl + Shift + N
• Mozilla Firefox: press Ctrl + Shift + P
• Internet Explorer: press Ctrl + Shift + P 
• Safari: press Command + Shift + N 

If it works, try clearing your browser's cache to delete temporary internet files and data that's causing unexpected performance in the product. 

Otherwise, you can also try using a different browser to be thorough. Changing to a different browser helps refresh your QuickBooks Desktop.

If the issue persist, I suggest getting in touch with our QuickBooks Care Support Team. They'll be able to take a closer look at the issue and identify why you're getting the error message to come up with a fix.

Here's how you can reach them:

1. Go to this link: Get help with QuickBooks Online.
2. Click the contact us.
3. Click the Get Phone Number button.

Please notify me if you need something else. I'll be around the corner.

We have tried multiple browsers, clearing cache, incognito mode, accountant login and Master Admin login. Still cannot set up e-file and e-pay. Attached image is screenshot I get after trying to use the bank account already connected to Quickbooks that is "ready to send money." Same error when I try to connect it manually.

Maybe this is because two employees entered the company bank account for their direct deposits? This has since been corrected, but the error remains. 

Should I disconnect the account completely, including from Quickbooks Payments (used to receive payments from clients)? The reconnect?

Hi, @briantt.

Thanks for letting us know the outcome of the steps given by my colleague.

Since the issue persists after performing the recommended solution, I suggest giving our Payroll Support Team a call for further assistance. They have tools like screen-sharing to help double check why you’re unable to connect your bank account for payroll direct deposit and e-pay service. 

You can find their most updated phone number through this link: https://payroll.intuit.com/support/contact/?infosrc=qs&service=64.

Please keep me updated on how the call goes.  I’ll be here any time you need help. Looking forward to hearing from you soon. 

I am having the same error, "We can't connect your bank account."

Hello, DrACI.

A situation like this can be resolved by performing a troubleshooting step. If you haven’t run the steps provided above, you can give it a try.

If the issue persists, it would be best to reach out to our Phone Support Team. They can take a closer look at your account, and they can open an investigation about this matter. I’ll show you how:

1. From the ? Help icon, click Contact Us.
2. Enter We can’t connect your bank account as a brief description of your concern.
3. Click Let’s talk.
4. From there, you can Talk to a specialist or Message an Agent.

You can always get back to me if you need anything else. I'm here to help you out.

I have tried this.  My case has been open for over a week.  I am unable to run payroll.  Somehow my bank account became disabled.  Quickbooks Technical Support, Payroll, and my bank seem unable to resolve it.

Our engineers have already initiated an investigation to determine what's causing the issue, DrACI.

I can see that you've already contacted our phone support when you initially noticed the error. Please give us another call so we can add you to the list of affected users. We'll notify everyone on that list as soon as our engineers are able to resolve it.

Here's how to reach out to them:

1. Click the Help menu in the upper-right hand corner of QBO.
2. Click Contact Us.
3. Inform them that you'e getting the "We can't connect your bank account", then click Let's talk. 
4. Select Get a callback to reach out to one of our phone agents.
5. You can also select the Start Messaging option in case you want to reach out to our chat support.

The QuickBooks Team and the Community is always here if you need anything else. 

Was this issue ever resolved for you? I'm facing the same issue an escalation ticket was put up for me for over a week now.