Great - that's a work around. We've got the reproducible bug in front of programmers and hopefully we'll have a fix soon.

Fix has been made and should ship in an update.

@IntuitBrooks Thanks, I'll keep an eye out for it and give it a try.

Now let's hope someone can finally fix the months long bug affecting the ability to download credit card transactions. I keep being told that they're not sure if it's on the bank end or QB end, but consider the fact that once a failure happens, I can often times reconnect, but at that point QB states there is nothing to do because the accounts from the bank are already linked to the accounts in QB which is clearly not the case. That sure points to a QB problem. It would also be against the odds that all of the sudden, a variety of different banks would have a problem all at the same time when they use slightly different methods of connection.

This is a big enough deal that a developer needs to walk through the code with debugging in place, if not already there in a complier switch, and nail down the source of the problem. This is not a multi-month long process. I've lead teams creating entire satellite set top boxes and two way radios in less time than this bug has been around.

@IntuitBrooks One other data point on the credit card downloads... I have multiple company files and one company file works fine with Amex and the other does not. The log in is identical between them. I have multiple Amex cards (one Amex account) and some are applicable to one company and some to another. 

Financial institution connectivity problems can be more difficult to resolve. I have several Amex cards that I test against and they are all working. Also the FI situation has been moving pretty fast with different methods of connections being added at the request of the banks. These involve various back end systems - Intuit's, Amex's, etc.  My team mostly works on the QuickBooks Mac Desktop code. 

That said - I'll ask someone to get logging information from you that may be enough to figure out what is going wrong.  Before doing that though, check the Amex account that isn't working by finding it in the Chart of Accounts (you can use the search field to filter).  Select it in the Chart of Accounts then hit Command-E for "Edit Account".  At the bottom of the window that appears is an Online Settings button.  Click that.

The next window that opens shows the connection method. It should be "via Express Web Connect" in the pop up field.  If it isn't that's the problem.  At some point in the last year Amex moved all their connections from Direct Connect to this newer method. 

You can check some of the Amex accounts that are working and see if they are using via Express Web Connect.

If there is a discrepancy, you want to change the erroneous connection to Not Enabled which will disconnect it.  Note this also clears out any unfinished entries in the Download Transactions Window so you may want to clear that first.  Finally go into Banking->Online banking set up and set up the card again.  

Amex has been working very well for me over the years - its not like some of the individual banks where you have to enable something on their web site to have QuickBooks work. Let me know if this helps - if it doesn't I'll ask someone to contact you for banking logs.

@IntuitBrooks So I tried again after finally clearing out some of the transactions from the manual download since I didn't want to lose those. For completeness, I turned off the online in the 2 cards in question, I then tried American Express which is just the download from the web, so I tried American Express QBDT since the American Express Delegate is when QB said all those things that are not connected are connected and stopped there. QBDT gave me an error right away, so I then tried the current per instructions of the Delegate one and this time it actually connected. Let's see how long it lasts before giving a bunch of errors again and failing. 

No the last major problem is Chase. There is only one choice there and it goes through the authentication with the app on my phone and the web page then changes to just a spinning circle and never stops. I've made sure there are no blockers for anything, it is wide open for that site. If I copy the URL and open it in a new window, it goes through the process as it should to the point of asking what accounts to connect, after that I get the following error. This XML file does not appear to have any style information associated with it. The document tree is shown below.

@IntuitBrooks OK I think I found another clue... after my last post where I said downloads are working from AMEX again, that was on a different company file and now the file that was working no longer works. I'm thinking something is up where you cannot download to 2 or more company files with the same login.

For clarity, Company B file was working but A was not. Yesterday I tried again and A was working but now this morning when I tried to download to B I get an error after the connection was made when it is downloading the statement.

There were problems with the account(s) at your financial institution.

@IntuitBrooks I spoke with AMEX advanced support and they say they are hearing a lot of the same complaints regarding quickbooks. Given where in the process it occurs, after the connection is made, it sure appears that it is an intuit problem. Amex feels the same way. This could possibly be related to another long time bug in QB where if you have 2 different logins for the same bank, it fails. You can work with one login, shut it down and work with the other login, and that works fine, but if you try 2 different logins and the same time, that is download transactions from one then switch to the other, that fails. That one has been around for years. QB asks for the different logins, but doesn't handle them properly.

Hopefully some of this information will help the team finally get their job done, because this is pretty ridiculous to be broken for this long.

I'll ask someone who is very familiar with online banking to look at your recent comments and see if they know anything about the use case of using the same log in for banking for two different company files. That's a bit of an outlier as most companies have their own bank accounts.

I have done downloads of .qbo files (WebConnect) for Chase fairly recently and that process worked for me. It doesn't involve the bank log in at all so it may be a backup approach for you. You have to disassociate the QB account from Chase by selecting the account, choosing Edit Account, and then clicking on Online Settings, and then removing the prior banking set up in the pop up menu.

Sharing a bank across multiple companies has been tested and should work.

Chase has a known issue with Safari. Try setting the default system browser to Chrome (you can download Chrome and launch it and it will give you this option) and see if that works. You can set it back to Safari in Safari preferences. FWIW Chase requires that we use the default system browser - we can't use our own built in Web Window.  That's becoming more common amongst banks as a security measure.

I've asked someone on our team to reach out to you via email in order to request your log files. 

@IntuitBrooks I got the email and sent the logs. I tried what you said for Chase and it got me through, which was great, however I then ran into the same Amex bug and it says that all the accounts are already set up in QB which they clearly are not. I'm resending the logs after that happened as well.

Our QB pricing has gone from $299/yr in 2021 to $549/yr in 2022 to $799/yr in 2023 to $949/yr in 2024!!  There is no way on earth you can justify these kinds of annual pricing increases for a company that has been producing QB software for decades, no matter how much innovation you offer!  You have taken a product that every company wanted and loved to now having your name cussed in every company financial meeting for the intentional gouging that you're doing to every small business owner.  My only thought is that Karma is a b---h and you've got yours coming........think Kodak, Blackberry, DeLorean, etc, etc.  The very first company that develops a competing product that is worth its salt will send you to the ash heap of corporations who forget who their customers are and where they derive their revenue!  Shame on Intuit for ruining such a great product!

@motleytwins 

There is no way on earth you can justify these kinds of annual pricing increases for a company that has been producing QB software for decades

They just want you switching to QBO.

Do you have QB Desktop 2024 Premier Plus for single user? If you don't need any add-ons (e.g QB Payroll, QB Payment), you may consider another option to lower your costs.

Thanks dunwoodysteve. Just to be clear when you say the work around was successful with Chase, are you referring to using Chrome or using .qbo files (WebConnect)? Hoping it is Chrome as Chase has been told of their issue with Safari....

@IntuitBrooks Switching default browser to chrome for the attempt got me through the login sequence. After the bank connection was made and it went back to QB to select which bank account goes with which QB account, QB said that all accounts were already connect so nothing to do. This is the same thing I get when trying with Amex frequently when trying to reconnect after it stops working. When you look at the accounts there is no online banking set up at all for those accounts but the bug says there is when that's clearly not the case. I sent in log files after that happened as well.

Ok the team had a look at the logs. 

@IntuitBrooks Well that's some progress at least after 6 or so months. Thanks for that.

So yes it does seem to be both chase and amex right now doing the same.

Regarding 2 logins, I understand that's a design flaw, but a pretty inept one. Sounds like someone just get around to fixing something so obvious that's been around for so long.

I am using the downloads now, but that is a tedious time waster. The tool is supposed to help save business owners time not waste it. Hopefully it'll be figured out soon. I'll try again tomorrow in hopes things will be invalidated by then so I can try again.

Sounds to me like the test department is virtually non-existent. We always ran a full regression test on major releases and a selective but thorough regression test on interim releases. Nothing new, stuff software teams have been doing since before I was born.

Hopefully the release with the fix for the reminders bug will be out soon too.

Thanks...

I've started the conversation with a guy who can get the bug opened for the server team. Its not going to happen overnight. They generally like to have splunk logs of the activity as no one can log into your bank accounts to replicate it. Hopefully they are already aware of the bug and we can just add to the priority. 

I assure you we regress QuickBooks Mac constantly. We can't test all of the many thousands of banks and all of the possible combinations of data. But I myself have working Amex, Chase, Wells, BoA, Discover and Capital One accounts that I use daily without issue. Our team so far has been aware of all of these issues but they aren't something we can fix within the code we manage which is QuickBooks Mac.  Its other teams and Financial Institutions and all we can do is report the issues and its up to them to prioritize and address them.  

@IntuitBrooks Not sure if they've tried to invalidate the credentials or not, from my side, nothing has changed. Also there isn't any update yet so not sure when the fix for the reminders/invoice problem will be released.

Thanks...

Reminders/log in fix will be in the next release - there are many things that go into a release (including testing) so we don't preannounce dates for those. You'll see a slipstream notice when you launch QuickBooks Mac so just launch it once a week or so.

On the other issue, I've raised it within the channels I have.  I think the most expedient approach there will be to contact Intuit's support and tell them that you are unable to set up online banking for Amex or whatever because the account is already associated on the server side and there's no way for you to disassociate it as you've already done so inside of QuickBooks.  The server isn't disassociating it.

That way they'll have your actual realm ID (the thing that identifies your company to Intuit's servers) and hopefully someone in support can manually reset it.  I can't - its not within the QuickBooks Mac code and instead is an issue with the banking server.

Having you contact them will give them a use case to debug and hopefully add to the importance of the issue on their side.

I'll keep pursuing what I can here but I'm just reporting it to another team - its not in code that I can have our team access.  Kind of like the Chase thing which is a problem for Chase - we can't fix that either although the Chrome approach is a workaround. 

Actually I may have a lead... email us your company realm ID which you can find in QuickBooks Mac by choosing Help->Product Info and clicking on the Intuit Account tab.  its the long Company Intuit ID number. I can forward that along and maybe get them to reset your banking connections. 

Hi there, Steve.

I understand the importance of setting up online banking for Amex with QuickBooks Mac. I'm here to guide you get the best help available so your concern will be addressed.

I recommend contacting our QuickBooks live support as they have the right tools to assist you with your concerns.

Here's how: 

1. Head to this link: Contact Us.
2. Select QuickBooks Mac product and click Continue.
3. Select Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

Lastly, I've gathered a few articles that guide you through reviewing and matching the transactions:

• Categorize and match online bank transactions.
• Learn the reconciliation workflow in QuickBooks.

Feel free to leave a reply below if you have further concerns with QuickBooks Mac. I'm always here to assist you.

@MarkAngeloG @IntuitBrooks So I just called support as suggested and the person was clueless. I showed them your posts and they insist that the association is in the app and not on the server and they cannot disassociate it on the server. I emailed the company ID to _2ea418 at intuit.com where I emailed the other info that was asked for.

Hopefully you folks can get that ID and get with the right people to try this out.

Thanks,

Steve

Thanks -I haven't received the realmID yet but I've asked that it be forwarded to me form your email. I can then give that to a guy who can pass it on to the person who can clear the banking set up on the server side.  You'll have to resetup your banking after that (turn it off in Edit Account->Online Settings for all your banks and credit cards and then reset it up with Online Banking Setup.  

I'm also hoping to open a bug against the behavior for the server side team.