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albertmartin
Level 2

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

 
6 Comments
Candice C
QuickBooks Team

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

Good Morning, @albertmartin

 

Thanks for reaching out to the Community. The way to help resolve this issue is by signing into your QuickBooks Online account using a private browser or incognito window. This will allow QuickBooks to load as a fresh new page to remove any error or glitches that are occurring within the product. Here are the shortcut keys: 

 

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

 

If this works, then go back to your regular browser session and clear your cache and cookies. If not, then I recommend contacting our Customer Support Team for additional assistance. They have the tools to help look further into your account to see why this error message is happening. 

 

If you have any other questions, feel free to ask. I'm always here to lend a helping hand. Have a wonderful day!

albertmartin
Level 2

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

No, that is not a solution. I tried it many times before during the last two weeks and the customer services is... well, I don't know where they are.... working? chat disable... no one to contact or leave a message...

albertmartin
Level 2

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

No, that does not work. Been trying it since the update announcement even on different computers (Win and MAC). The customer service chat is disable, and no one knows how to resolve it here... :(

I may need to move away from QB.

Too much frequents "small" problems and non-working generic solutions provided by the customer service.

RaymondJayO
Moderator

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

I can see the value of updating your American Express (AMEX) Business Credit Card transactions in QuickBooks Online, @albertmartin. Rest assured that I've got additional steps to help fix the error. 

 

QBO depends on the financial data shared by your bank. Here are a few possible reasons you're getting an error in the Banking page: 

  • AMEX is performing system maintenance. 
  • There are notifications from the bank's website that need your attention.

 

Also, the support hours may be timed out. That's why you're unable to contact or leave a message since the chat option was disabled. 

 

You're on the right track in performing the basic browser steps provided by my peer above. Since these didn't work, I'd first suggest manually updating the credit card account. It helps refresh the connection between AMEX and QBO. I'll guide you how.

  1. Go to Banking from the left menu. 
  2. Choose the blue tile for the bank account.
  3. Select Update.
  4. If prompted, enter your Multi-factor Authentication (MFA) credentials. 
  5. Click Continue Update.

 

Second, I recommend logging into your bank's website to check if there are alerts that need your attention. One of them is the new security requirements. Just make sure you’re using their URL listed in QBO. When everything looks good, perform another manual update.

 

Also, you'll have to update your bank info in the program if you make changes to your bank's website. For the detailed instructions, see Step 2 through this article: What To Do If Bank Transactions Won't Download or There's A Bank Error

 

Once updated, you can assign, categorize, edit, and add your AMEX Business Credit Card transactions. You can also match them to the existing entries in the software. Just go to the For Review tab to complete this task. It helps ensure your financial records are accurate. 

 

You can count on me if there's anything else you need. Take care always. Stay healthy, @albertmartin.

albertmartin
Level 2

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

I understand you are trying really hard to resolve my problem, but I can't do nothing on QBO because it simple do not connect to AMEX. I went to the AMEX account and everything is working on their side. They told me to contact QBO and you are telling me to contact them.  This problem has been occurring since day one, so AMEX or QBO "under maintenance" don't makes any sense, also the option of "try in few hours" neither.

I apologized for my attitude, but we are reaching a point of just quitting QBO, but the work and wasted hours required are pushing me to really try to have this problem resolved asap. Last week someone reply to another of my comment telling me that QBO engineers were aware of the problem and they were working on it, now is it "contact AMEX"?

I can't even disconnect the AMEX from QBO to try to connect it again to see if that resolve the problem. My only option is "Update", repeat the same problem in an eternal loop and complain here.

ReyJohn_D
Moderator

Something unexpected happened and we can’t connect to American Express Business Credit Card (US)... Try in few hours = couple of weeks now...

Hi there, @albertmartin.

 

I understand the need to get this issue fixed immediately. This way, you'll be able to connect your American Express account in QuickBooks Online (QBO). Rest assured, our Product engineers are still diligently working to find for a permanent fix about this issue.

 

Yes, you're right. There's an ongoing investigation about the error, but for now, the reported bank that's affected is Chase. 

 

Since everything is working fine with your bank, I suggest contacting our QuickBooks Online support team. I can see that you've previously called in. However, it's best to give them another call so they can include you in the list of affected users. Also, this is for you to check if there's an update about this error. I'll guide you how:

 

  1. Go to Help(?) then select Contact Us.
  2. Enter your issue or question like "Unable to connect AMEX account in QuickBooks Online" then click Let's Talk.
  3. Choose either the Start Messaging or Get a Callback option. 

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To ensure your issue will be addressed on time, I'll be including this article for the support hours: QBO support hours.

 

Please let me know if you have more questions about managing your online banking in QBO. I'll be here to lend you a hand. Take care always and best regards, @albertmartin.

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