I'm trying to set up bill pay. I get a 'success' message but then get a screen saying unable to connect to bank, please enter info. Then I get an error message.

Hello there, @ lstrothman.

May I know what error messages you encounter? It would be best to provide them here so that I can check if this is something that our product engineers are now working on. 

In the meantime, let's use the incognito browser to access your online bill pay account and try to set up again. If you can connect your bank account then, go back to your regular browser to clear the cache. An alternative way is to use another supported browser in QuickBooks.

Here are the shortcuts keys to access an incognito browser:

• Google Chrome: Ctrl + Shift + N
• Safari: Hold down ⌘ + Option + P 
• Internet Explorer & Mozilla Firefox: Ctrl + Shift + P

You can also check this article that can be handy in the future, this is all about the Online Bill Pay feature updates.

Don't hesitate to let me know if I can be of additional assistance. I'll be here to help. Stay safe there.

After the screen that said success, I get this message: We weren't able to connect to your bank account. But you can still add a bank account by entering its details.  After I enter details, this is the message: 

We're Sorry!

We caught an unexpected error. Please close this window and open it again to resume your work. If this doesn't resolve itself, please contact customer support here for assistance.

Can you please help?

Hello?  Still looking for an answer on why I get an error message every time I try to set up Bill Pay.  See above.  Thanks.

Thank you for getting back here in the Community, @lstrothman.

I've seen similar cases about the error message you got when trying to link your bank account to Online Bill Pay and the workaround is the troubleshooting steps provided by my colleague. 

However, since you still encounter the error, I'd recommend requesting a callback. This way, our Customer Care Support will further check your account and investigate the issue you are experiencing.

Here's how to contact phone specialist:

1. Go to the Help icon at the top.
2. Select the Contact us button below.
3. Enter "Online Bill Pay error" and click the Let's talk button.
4. Click Get a callback under to talk to our specialist.

To keep you up to date with the latest news for Online Bill pay, you can refer to this link: Online Bill Pay updates. 

Please feel free to post here if you have other QuickBooks concerns. Take care always. 

Hi.  I am trying to help a client set up billpay for QuickBooks Online and she is getting the same error message after entering her identifying details:  

We're Sorry!

We caught an unexpected error. Please close this window and open it again to resume your work. If this doesn't resolve itself, please contact customer support here for assistance.

Did you ever find a resolution for this?  I tried to access it myself and got a message saying billpay for QuickBooks online isn't working right now.  But when I login into using my own company that is already set up, it seems to work fine.    Thanks!

I'm having the same issue as the original poster. Any word on a resolution?

It's pretty frustrating given that I've paid extra to connect to bill pay and qb can't connect with my bank in order for me to actually use the thing I just purchased.

Hi there, tarav722.

I understand that you need to set up and use Online Bill Pay.

You'll want to perform the steps shared by MaryAnn_E above. It will help us in fixing any issue caused by a browser problem. If it doesn't help, please reach out to our Customer Support Team so they can further assist you with it. 

1. Go to Help and select the Contact Us.
2. Enter "Online Bill Pay" and click Let's talk.
3. Choose either Get a callback or Start a message.

I've added these links for more details about this feature:

• Online Bill Pay updates
• Pay bills in Online Bill Pay

Keep on posting if you have more concerns. I'll be here!

I had this same issue today and after about 2 hours on tech support, I managed to get to Tier 2 support which fixed the issue in 2 minutes.  Here's what they had me to do.

1. Log in as the user who you are having troubles getting setup.

2. Go to the gear in the upper right corner and then Accounts and Settings

3. Go to Bill Pay on the left menu

4. Click on the Bank Accounts menu

What happened for me after I did this was I could then accept a bill.com terms and conditions document.

Once you've accept the terms close out and then go back to "Pay Bills Online" and enter your address information to authorize yourself, you should then get some security questions instead of the error message and you can move forward.

I hope this reply saves others many hours!

This is exactly the info we needed. Thank you so much. We were on a call with a support rep who had us running in circles for over two hours. I wish we had seen your response first. We greatly appreciate you listing the steps. It worked!!