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lking2
Level 1

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

Initial problem was that our BofA checking transactions were double-posting to both checking and the credit card account. QB "help" had us remove the credit card in order to reestablish the account connection. Now we cannot reconnect the account due to "something went wrong." Have spent hours on the phone with QB support. Have spent time with BofA support as well. Nobody knows what's going on!
7 Comments
Joshua R
QuickBooks Team

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

 

 

Hey here, @lking2.

 

Glad to have you in the Community. I'm happy to help you get your BofA credit card connection established in QuickBooks Online. 

 

First, let's clear your cache and cookies out of the browser to give it a fresh start and remove all of the data that it has collected that can cause your browser to slow down/cause errors in QuickBooks Online. 

 

Here's how: 

 

Use these keyboard shortcuts to go to the Clear cache window of Microsoft Edge, Google Chrome, Firefox, or Safari while the browser is open.

  • Windows: Ctrl + Shift + Delete
  • Mac: Command + Shift + Delete

Google Chrome

Mozilla Firefox

Microsoft Edge

Safari

 

Next, let's try to reconnect the account. 

 

1. Go to Banking

2. Choose Connect from the landing page, or select Add account if you've already created an account. 

3. Search for your bank. You can connect most banks, even small credit unions. 

4. Click Continue, then enter the username and password you use for your bank's website in the pop-up window. It may take a few minutes for QuickBooks Online to connect your bank account. You'll see onscreen instructions if your bank requires additional security steps. 

5. Select the type of account you're adding (savings, checking, or credit card). If you have multiple accounts with the same bank or credit card, choose the type for each one you're connecting. 

6. Pick the date range for the download. Some banks download the last 90 days of transactions, and others go back as far as 24 months. 

7. Select Connect

 

Lastly, If you're still experiencing issues with connecting the credit card, I suggest to call back into our Support Team to see if a ticket will need to be opened in regards to the issue. 

 

To contact us through your product:

  1. Sign in to your QuickBooks Online company.
  2. Choose Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

We're always here to help, thank you for reaching out.

lking2
Level 1

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

Joshua, I do hope you can help. We have cleared cache and cookies. We have used Incognito mode. We have tried three different browsers (Chrome, Edge, & Firefox). We have also tried the Quickbooks Mobile app. Any other ideas? 

 

I'm attaching a screenshot of the error page. There are no codes to reference and when you click 'More Info,' it simply takes you to the Help menu. No further info on the error. 

katherinejoyceO
QuickBooks Team

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

Thanks for coming back, lking2. I understand how you feel about not having this function as expected. As I've checked our records, we've just received reports similar to this and our engineers are now working to identify the cause to provide a solution to this as quickly as possible.

 

I know that you've spent hours on the phone with our QuickBooks support already. I'd suggest you contact them again. This time, let them know that you're one of the affected users of INV-37975 so they can link your company to the investigation. All updates about the status of this issue will be announced via email. 

 

We greatly appreciate for extending your patience, @lking2. Let us know if you have more questions. We're always here to help in any way we can. 

lking2
Level 1

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

We called and had our account attached to INV-37975, but have not received any updates. Please advise.

This is very distressing considering we have year-end financials to process. We never would have removed the account if we would have known it would not be added back. We wish the QB Rep had never instructed us to do that. 

 

What is being done to address this? 

katherinejoyceO
QuickBooks Team

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

Thanks for contacting our Customer Care team, @lking2. I can feel your pain and the urgency to have this fixed as soon as possible. At the moment, the status of the issue is still in progress.

 

I want to make sure you're still able to meet the demand of your business. You can opt to upload your bank data manually so you can catch-up with your year-end financial reports. 

 

This option isn't recommended whenever there's an ongoing investigation due to the high occurrence of duplicate transactions when the issue gets resolved. However, if you want to give it a try, here's an article for more detailed steps:  Import bank transactions using Excel CSV files

 

For your reference, follow this article: Exclude transactions downloaded from your bank or financial institution to guide you in case you will have duplicate bank transactions in the future. 

 

Feel free to visit again if you have more questions. We're delighted to provide additional help.  

 

lking2
Level 1

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

Please provide an update on this issue. We are not receiving any correspondence.
crawfordplumbing
Level 1

Trying to add a BofA credit card account. Keep getting a "Something went wrong." No error number. What do we do?

I was also instructed to do the same thing. When you go to settings and import data. Import the downloaded transaction list to that bank account as it is still in chart of accounts. That added my account back to banking. 

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