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

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

 
18 Comments 18
Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

My error from the AMEX website: 

Your QuickBooks account has more than 4,000 QuickBooks categories (including Account category, Customer:Job and Class). Please reduce the number of QuickBooks categories in your QuickBooks account and try again.

 

My Error from QBO:

Something unexpected happened and we can’t connect to American Express Business Credit Card (US).

Try again in a few hours. (591)

 

 

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Thank you for the detailed information, @catg3.

 

At this time, we have an on-going issue where users are getting error 591 when connecting their American Express (AMEX) Credit Card. Rest assured that our product engineers are diligently working for a fix.

 

In the meantime, you can consider uploading your AMEX transaction manually in QuickBooks Online. Here's how:

 

  1. Sign in to your bank's website and export your bank transactions.
  2. In your QBO account, go to the Banking menu.
  3. From the Update drop-down, select File upload.
  4. Click Browse and select the web-connect file from your bank.
  5. Follow the on-screen steps in mapping the data.

You can read this article for more details: Manually upload transactions into QuickBooks Online.

 

Also, to ensure you'll get an update about the resolution status, I recommend contacting our Phone Support Team. This way, they can add your company to the list of affected users and provide this investigation number for easy tracking: INV-46367.

 

You might want to check out this article to learn how to match transactions: Categorize and match online bank transactions.

 

Thank you for your patience while we work for a fix. Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day.

Highlighted
Level 2

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

me to
Something unexpected happened and we can’t connect to American Express Business Credit Card

(US).

Try again in a few hours. (591)

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Hello there, gpppg.

 

I'm here to provide further details about the American Express (AMEX) Business Credit Card connection to QuickBooks Online. This way, you'll be guided on what'll be the next step you need to do to get you in the loop of its latest updates.

 

As mentioned by my colleague above, we currently have a reported product investigation about the AMEX connection error (591). I can assure you that our product engineers are actively working to have a permanent fix as soon as possible.

 

In line with this, I suggest contacting our Customer Care team. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-46360 to our representative as your reference. Here's how: 

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern under What can we help you with?.
  4. Click Let’s talk.
  5. Choose a way to connect with a live agent. 

 

Moreover, you can manually upload your AMEX transactions into your QuickBooks account. Please take note that there might be duplicate transactions once the connection is fixed. You just need to exclude them to keep your account accurate. For the detailed steps, kindly refer to this article: Manually upload transactions into QuickBooks Online.

 

Please let me know if you have other concerns. I'm just around to help.

 

Highlighted
Level 2

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

This has been happening since day one of the update request. It is not acceptable. If you have this problem with he new connection, something easy to spot on, you should eliminate the forced update connection until your engineers or single engineer working alone, resolve the problem. This is not an Online Multiplayer Game, that you can allow this to happen on every update.

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

I understand the impact of any delay in resolving the on-going connectivity error prompt with your American Express account, @albertmartin.

 

Stopping the force update is currently not available since QuickBooks is dependent on whether your bank would share their data with us or not. Especially that we only have a read-only type of connection. Rest assured that our Product Engineers our working on releasing an update to re-establish the connection.

 

 

In the meantime, you can manually import your bank transactions using Web Connect files. This lets you download the transactions from your bank's website, so you can upload them into QBO. The supported file types are:

  • Comma-Separated Values (CSV)
  • Quicken (QFX)
  • QuickBooks Online (QBO)
  • Microsoft Money (OFX)

Here's how:

  1. Go to the Banking menu.
  2. Choose the Banking tab.
  3. Hit the Upload transactions button.
  4. Click Browse, then choose the file you downloaded from your bank.
  5. Select the account you want to upload the transactions into from the QuickBooks account ▼ drop-down menu, then select Next
  6. Follow the on-screen instructions, then click Next.
  7. When you’re ready, hit Let's go.

Once you're done uploading the file, we can now start matching and categorizing your bank transactions.

 

Also, I've attached these articles to help you resolve issues with receiving updates from your connected credit card and bank accounts:

Let me know if you encounter any other issues by leaving a comment below. I'm always here to help. Have a great rest of the day!

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

I'm having the same issue. It's been happening since the first day of the pop up prompting me to Update. Any word on when this will be fixed?  

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Thanks for joining this thread, @erika-lara.

 

At this time, our Engineers are working to find a permanent fix to this behavior. If you haven't already, I recommend reaching out to our Online Support to get added to the list of affected users. By doing this, you'll be notified of updates to the investigation, as well as being notified of when the issue gets resolved and find a permanent fix to the behavior. Here's how to get in touch:

  1. Sign in to your QuickBooks Online account.
  2. Press on the (?) Help button in the top-right of the page, then Contact Us.
  3. Type in your question or concern in the Description Box then hit Let's Talk.
  4. Choose how you want to get contacted.

You'll hear from an agent shortly. Once connected, the agent will perform some further troubleshooting and place you on the list.

 

Let me know how this goes for you! I'll be here if you have any additional questions or concerns, please reach back out. Have a great day.

 

 

 

**Say "Thanks" by clicking the thumb icon in a post
**Mark the post that answers your question by clicking on "Accept as solution"

Highlighted
Level 2

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

the fix is to go into your Amex account at their website and remove the connection for QB.  Once that is done, start the process over through QB and should be ready to go.  Mine worked

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Is the problem still ongoing? I am getting the following error. I contacted American Express and they told me everything was fine on their end. Thanks.

We're sorry. Your card is not eligible to link with your intuit account....

 

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Hi there @Heber,

 

The investigation is already been closed. To fix this issue, you can perform a basic troubleshooting by using a private browser and also clearing the cache to isolate the error.

 

To use a private browser, here’s how:

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

 

If the issue persists, you can disconnect your American Express accounts from QuickBooks Online Banking. Once disconnected you can reconnect your account.

 

Follow these steps on how to fix the error. Here's how:

 

  1. Disconnect your old Intuit connection for each of your American Express business cards
  2. Log in to American Express at americanexpress.com.
  3. Instead of using the Personal / Corporate Card, toggle your account to Business Card.
  4. Select Account Services in the top navigation
  5. Click Security & Privacy in the left navigation
  6. Tick Manage Partner Permissions
  7. Choose the Intuit option to expand the section
  8. Click the Disconnect button.
  9. Repeat the steps above for each of your cards if you have multiple American Express business cards.

 

After that, refer to this link for the steps on how to reconnect your American Express Business account: Connect your American Express Business account to QuickBooks Online.

 

In case you'll need help uploading your transactions manually, read this article to learn more: Manually upload transactions into QuickBooks Online.

 

If you need further assistance, feel free to leave a message in the comment section. I'll be happier to help. Have a good one!

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Thanks for the advice, but I am still having no luck.  I have both cleared my cache and gone to private browser.  Same result.  So now I have clicked to disconnect the amex within the banking screen of QBO. This takes me to the Amex website, which they have recently updated.  I can find nowhere on their website anything regarding Connect to Quickbooks.  In the previous version, it was next to "match receipts".  Now I can't find it in either the new or the old versions.  Any further assistance would be very much appreciated!

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Please disregard my earlier comment.  I stopped reading your post after it said to disconnect, not realizing you had given instructions further down.  Thank you!!

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Hello, thanks for quick reply. Clearing cache and private browser didn't work. When i go to Amex business profile, manage partner permissions, I am getting a message that I am not connected to any partnes apps. This cannot be correct since I have been connected to QBs online for years now and i downloaded transactions yesterday. Any ideas? Thanks for your help.

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Hi @Heber

 

Thank you for reaching back to the Community. Since you've already tried the troubleshooting steps provided by my colleague. I recommend reaching out to our Customer Support Team for further assistance. As they have the tools to pull up your account in a secure environment and answering any questions you may have. 

 

Before doing so, please check out our support hours to ensure that we address your concerns on time. Here's how to connect with our Customer teams:  

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us. Message an agent or Get a callback.     

qbo.PNG

 qbo1(1).PNG

 qbo2.PNG

 qbo3.PNG

 qbo4.PNG

 

Just a heads up, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday due to COVID-19. We will resume normal hours as soon as possible.    

 

By the way, you can check out this article in QuickBooks Online topics for your reference: Connect bank and credit card accounts to QuickBooks Online.  

 

I'm always here to help if you have other questions in Amex account. Take care!

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

How do you disconnect?

Highlighted
QuickBooks Team

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Hi there, @amandamarie.

 

You can go to the Banking page and disconnect your bank account from there. Let me guide you through the steps.

 

Before we proceed, please know that disconnecting accounts deletes any transactions that still need to be reviewed. If they're older than 90 days, you won't be able to download them into QuickBooks again.

 

Here's how:

 

  1. In your QuickBooks Online, click Banking from the left menu.
  2. Select the appropriate bank account from the list.
  3. Click the pencil icon to edit, then select Edit account info.1.PNG
  4. In the Account window, put a checkmark in the Disconnect this account on save.
  5. Click Save and Close.2.PNG

I'm adding this article for more details: Disconnect or delete an account connected to online banking.

 

Just in case you want to reconnect your bank account again to QuickBooks, feel free to check out this article for the detailed steps and information: Connect bank and credit card accounts to QuickBooks Online.

 

Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day and keep safe.

Highlighted
Level 1

Can anyone else update their AMEX connection for the new features? I'm encountering errors within QBO and on AMEX website

Thank you so much this solution worked! Something worth noting is that when I was reconnecting Amex accounts, I had to choose the Amex Corporate / Personal option to sign in. I initially chose the Business Card option and that connection gave me same previous error. Don't know what the difference is but I have both personal and business amex accounts might be related to that.

Need to get in touch?

Contact us