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astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

 
9 Comments 9
MariaSoledadG
QuickBooks Team

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

Hi astro-c-usa,

 

Let's take a look at a couple of scenarios and help you with this error.

 

If you're using QuickBooks Online (QBO) via web browser, there are times that your default browser is full of data and temporary files from previously visited websites. Thus, causing QBO to act strange. 

 

You can log in to your account using a private browser. Here are the keyboard shortcuts:

 

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

 

If this works, it means that you need to clear your browser's cache so the system can start fresh.

 

If you get the same result while using a private browser, I recommend switching to a different browser.

 

But if you're using the QBO app, this is an ongoing issue. Our engineers are working to get this fixed.

 

At the moment, make sure you're always signed in to avoid getting this error and refresh each tab in your app to keep you working in QBO.

 

I have included this article in case you have other questions about QBO: Banking.

 

Reach out to us if you need anything else. I'm always right here to help.

astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

Thank you Maria Soledad G. My name is Eduardo Castro and I use QBO from Brazil to manage a US business. I was able to access my accounts with Chrome (in private mode) as you suggested. I look forward to being able to use the app again. It continues giving the error message.

Now, QBO is not showing the correct balance on my PNC Bank (Money Market account). Since 11/13, I see a "banking alert" (next to the bell icon) stating the QBO is working to fix my connection to PNC. I look forward to having my connection to PNC fixed as well. If you have any information about this issue, please let me know.

Best regards from Brazil.

Eduardo.

astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

Thanks Maria Soledad. My name is Eduardo Castro and I access QBO from Brazil to manage a US business. I was able to access my accounts with Chrome in private mode as you suggested. I look forward to using the app again once it is fixed by your team.

Now, my connection with PNC Bank continues a problem (QBO is showing a wrong balance). There is a "banking alert" saying that you are looking into fixing the PNC connection as well. Let me know if you have any info about this as well.

Regards from Brazil.

Eduardo

MaryJoyD
QuickBooks Team

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

It’s our pleasure to help, @astro-c-usa.

 

I’m so glad to hear that you’re able to log in to your account using the steps that were provided by my colleague.

 

Can you tell us more about the error code that you’re having with your PNC Bank? That will surely help in checking for any bank updates to resolve the error that you’re having.

 

In the meantime, I suggest you to manually update an account to fix any banking errors that you have. Here’s how to do it:

 

  1. Go to your Banking menu from the left tab.
  2. Click the Update button.

 

Here’s more information on how to manually update an account to fix banking errors.

 

Keep me posted if you still have any questions in resolving the error that you’re having with your bank. I’m always here to help. Have a wonderful day!

astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

Hello Mary,

The problem I'm having with PNC Bank is that QBO is showing the wrong balance at the bank for the account (Money Market account). Even though my balance at the bank is $ 31 thousand, QBO shows that it is $ 14 thousand. The difference is a deposit made on 11/14. (see attached). I have already entered manually the missing transaction and the balance at QBO is correct. But QBO indicates a wrong balance at the bank. This is so for the MM account, not for the checking account.

Thanks,

Castro

JonpriL
Moderator

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

Hi @astro-c-usa,

 

Your bank account balance depends on the data shared by your bank. Thus said, I'd recommend checking your bank's website.

 

From there, you'll be able to identify if your transactions have been cleared or posted into your bank but haven't been shared with QuickBooks.

 

To fix this, you'll want to consider following the steps shared by my colleague, @MaryJoyD so you can manually update your transactions.

 

In case you need some related articles in managing your bank account and transactions, you can visit our Banking and Bank Feeds articles for reference.

 

If there's anything else that I can help you with, please let me know in the comment section down below. I'll be always around ready to help.

 

astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

@JonpriL  thanks for the message. Perhaps I didnt explain clearly enough the problem with QBO and PNC Bank. I have already updated manually all transactions and the balance on my account register matches perfectly the balance at the bank. However, QBO says that the balance at the bank is different from the correct balance that I see on the bank's website. If you look at the screen that I attached to my previous message, you can see that QBO says that the balance at the bank is $ 14 K. However, the correct balance is $ 31 K (I can see that on the bank's website). It is not a timing problem as all transactions were posted over two weeks ago; there is no pending transaction to be posted. QBO is showing the wrong balance at PNC.

Thanks

IamjuViel
QuickBooks Team

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

I can help you sort this out, @astro-c-usa.

 

When connecting an account with QuickBooks Online, only Checking Accounts, Savings accounts and Credit Card accounts are supported. Let's run a manual update to ensure your bank transactions are up-to-date.

 

1. Log in to your bank’s website outside QuickBooks.

2. Review your posted transactions and check for any connectivity error notifications.

3. Once completed, log in to your QuickBooks Online account.

4. Let’s perform a manual update on your connected bank account.

          a. Go to the Banking menu.

       b. Choose the Banking tab.

          c. Select your bank account.

          d. Click Update.

          e. If prompted, enter your Multi-Factor Authentication (MFA) credentials.

          f. Click Continue update.

You can read through this article for more detailed steps: How to manually update an account.

 

If you're still unable to update your bank balance, I'd recommend consulting with your bank's Customer Care Team to report this on-going issue. Also, I'd suggest contacting our Customer Care Team. From here, an agent will be able to further look into the root cause as to why your balance does not match with your bank on a secured environment.

 

Feel free to leave your comments below. I'm always here to help.

astro-c-usa
Level 3

What is going on with QBs? Unable to access accounts. It wouldnt update PNC Bank and I can't see accounts. Error: "Unexpected token < in JSON at position 0". Help!

I tried everything and still the balance does not match. I will contact your support team on a secure environment.

thanks

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