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BanjoBroad
March 21, 2021
Question

Direct Connect for Bill Payments not working

  • March 21, 2021
  • 4 replies
  • 33 views

Recently, my ability to use Direct Connect to send Bill payment instructions to TD bank stopped working.  TD said to upgrade, and Quickbooks said that Pro Plus 2021 would support this feature.  I was NOT using the Fiserve that was discontinued in 2019 - just Direct Connect to the bank. So, I upgraded to Pro Plus 2021.  However, I can only get it to send one payment, and then the next time I try to use Direct connect with the bill payments enabled, the connection fails.  TD says it's a Quickbooks issue, Quickbooks says it's a TD issue.  If I uninstall the program, reinstall the program, restore a clean portable file, again - then I can send one bill payment.  After that the connection fails with an OL 393 message.  I've spent countless hours deploying every workaround I know.   I spent 4 hours on the phone with QB last week, one hour this week.  Nobody seems to have a solution.  Anyone out there? 

4 replies

katherinejoyceO
katherinejoyceO
Level 9
March 21, 2021

Thanks for your time in posting the detail of your concern, @BanjoBroad. I'm here to help fix the error you're getting while working with QuickBooks Desktop (QBDT).

 

There are numerous reasons an error code 393 occurs. This may happen if:

  • An online account is not set up properly in QuickBooks Desktop or at the bank.
  • The bank is waiting for identity confirmation.
  • The bank server is not responding due to server maintenance.
  • The Quickbooks Desktop company file may be damaged.

 

To resolve this kind of error, you'll need to create a new test file. But first, ensure to back up the QuickBooks company file before performing the solutions below. Then, follow the steps below:

 

  1. Go to the File menu, then click on New Company.
  2. Click the Express Start button.
  3. In the QuickBooks Setup window, enter all required information then click Create Company.

 

If you receive the same error message, this typically means that there is a problem with your bank. Please contact your bank to verify your account information, check for server outages and report the problem.

 

However, if you do not receive an error message, that means the problem is not with your bank, you may need to deactivate and reactivate or reset your account connection. 

 

You can also check for inactive accounts in QuickBooks. However, if the problem continues, I suggest verifying the data integrity.

 

I've got you these articles for the detailed steps and process:

 

 

I'm always around here anytime you have other concerns. Enjoy the rest of your day. 

BanjoBroadAuthor
March 22, 2021

Thank you for trying to be helpful.  It is appreciated.  Believe me though, I've tried all of that!  Repeatedly.  Activated and deactivated, Uninstalled QB and reinstalled.  Verified and Rebuilt.  All of this numerous times... Each time, I can successfully connect to send a payment once.  After that my connection to the bank fails every time unless I turnoff online bill payment (which my bank does allow, and which will work once, but once only).  I've had the same behavior with a Test file.  Even had QB data services check out my file.  I'm deperately looking for something new to try!  Anybody got a great idea?

Rea_M
Level 10
March 22, 2021

This isn't the kind of experience we want you to have in utilizing the Direct Connect for bill payments feature in QuickBooks Desktop (QBDT), @BanjoBroad. With this, I'm here to route you to the best support who can guide you in identifying the cause of the issue.

 

There's a need to further check your account and investigate the reason you're experiencing an issue regarding direct connect for bill payments in QBDT. Since I'm unable to do that here in the Community for security purposes and you've already performed all the suggested troubleshooting steps, I'd recommend contacting our Customer Care team again. They have all the necessary tools to determine the cause and guide you with a fix. 

 

You'll first have to check out our support hours to ensure we can assist you on time. Here's how: 

  1. Open your QuickBooks Desktop (QBDT) software.
  2. Go to the Help menu.
  3. Select QuickBooks Desktop Help.
  4. Click Contact Us.
  5. Enter a brief description of your issue, then click Let's talk.
  6. Then choose your preferred way to connect with them.

 

In the meantime, I'm adding this article to learn more about OL (i.e., 301 or 393) and OLSU bank feeds errors in QBDT: Bank Feeds errors in QuickBooks Desktop. It includes details about what's causing the problem and steps on how to fix them.

 

Let me know how it goes in the comments below. If you have other direct connect concerns or inquiries about managing your payments and expenses in QBDT, I'm just around to help. Take care always.

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