@IntuitBrooks Understand how that goes. Hopefully you can help get the info to the correct person to make a change. Tech support just gives the same old, we know there's a bug, it's being investigated, and that's been the story since last summer.

Ok, received the realm and have requested the server banking connections be wiped. I'm not sure exactly when that will happen but my advice is to go ahead and disassociate all accounts in QB Mac (by editing each account from the chart of accounts, choosing Online Settings button, and then turning off the online banking on that account).  

Unfortunately I don't know how long it will take and I know you are running a business. But hopefully it will be in the next few days.  However somebody could get sick, etc, so I'm not sure.

@IntuitBrooks Thanks for the update... I've disabled all credit cards online access from all company files regardless of whether they are currently affected or not.

I'll try Monday to re-connect.

I believe it has been deactivated on the server now. Let me know if you can get it set up now.

Meh - hold off a bit. There's seems to be some confusion over the two different accounts. Give it another day please.

@IntuitBrooks OK, I had already tried but I'll undo it all again. Here is what I found though...

Hopefully the following will give you another clue. It still says all the accounts are already set up when they clearly are not on one company file. 2 other company files that use the same AMEX login work though. The Chase which is only on the first company that AMEX isn't working on says the same thing, all accounts are already set up.

These canned and scripted responses are enraging. 

@Craig_B 

Which responses? Any specific concern?

They wiped one of the realms (company files) but the other they are having trouble finding from some reason but still working on it.

@IntuitBrooks Thanks, I'll keep waiting then. Hopefully not too much longer.

@IntuitBrooks Any word? Should I try again?

They are still exchanging messages on the bug so I don't think they've found the correct realm yet. There's some confusion about the one in question.... please give it a few more days.

Well they are saying the credentials were deleted on March 8th but there's still some history for it. 

So... I don't know what to make of that. Perhaps it was actually deleted when you deleted on the server all of the banking entries for it? Not sure. But try setting it up again now and let me know if it it works. If it doesn't work, go ahead and post the realm ID again and I'll get back to them.

"Will better meet our client's needs"   That is one heck of a joke that was clearly dreamed up by your marketing team but lacks any semblance to reality for your clients.  And unfortunately no matter how many times you say it, it will never make it true or believable.  We have been using QB since its inception 25 years ago.  Your forced move to SaaS is leaving long-standing customers in a HORRIBLE position.  The accounting for our primary business has very thankfully never been done in QB, but we have 11 company files (2 accounts that we need to separately track (payroll and HRA) and 9 other tiny wholly-owed subsidiaries, 6 of which are inactive and only reviewed on occasion for historical information).   We paid 2k for QB 2021 in 2021 and that allowed all 5 users access to all 11 company files for the past 3 years.  Now, to allow 5 users access to our 11 company files, we would have to move to QB Plus at a cost very close to 30k EVERY YEAR.  In what world does that "better meet the client's needs"?  The only needs being met are those of QB investors.  However, I think that is going to be temporary because you are pricing yourself out of the market.  I talked to sales at length and can get the cost down to 16k/year if I only license the active companies and your fabulous answer for how we access the inactive company files is to keep QB 2021 installed  on a stand alone computer until it won't work any longer.  They did offer me further discounting for the first year that makes it somewhat more palatable (certainly still not great) but what about next year?  That's why I've spent this fine Saturday researching QB competitors.  This situation is beyond disappointing and shows zero consideration or caring for your previously loyal long-standing customers.

@HatingThisSoftware 

Now, to allow 5 users access to our 11 company files, we would have to move to QB Plus at a cost very close to 30k EVERY YEAR.

You can still purchase QB Desktop 2024 Premier Plus for 5 users for less than $2,500. You don't have to switch to QB Online.

@IntuitBrooks I tried again a few minutes ago and same results.

[Removed] is the one having a problem right now

[Removed] is another one that I need to work

[Removed] is the 3rd that needs to work

My others don't have credit cards set up at all thankfully.

@IntuitBrooks I sure hope they can fix this soon. I had to hand enter Bank of America because you cannot download QB files from them since they allow direct connect. That doesn't help though when it says they are already connected when they aren't.

The Bank of America web site allows download of Web Connect files that you can use for importing while this is being worked on. At least mine does.  The server folks are having trouble finding the records to clear. We sent them the realms which I thought would be sufficient but they now want intuit_tids which are unique for every interaction with the server.  We have a couple of those from your log file so I'm sending that along. But I don't know if those represent all your accounts....  first time I've tried to deal with this server issue so I'm still learning. 

@IntuitBrooks Something different in the accounts then, my BofA account has no QB. I've attached mine.

If there is a different number that I can provide, please let me know exactly which. The only other number I see that could be it is the GUID or it's located somewhere else than the product info screen.

BTW since you are on the app team, it sure would be good if the app would let you change the email for the login. What a huge oversight. You should never have to send in your file just to change your login.

Regarding BoA for QuickBooks access - sometimes Financial Institutions only make that available on Business Accounts.  Mine is a business account. BoA may make require that (and any increase in fees associated with it).

Regarding changing email address for One Intuit Identity - I think I already answered that above somewhere. But this thread is sprawling and I couldn't find it (its best to ask individual questions on separate threads). 

Click on the Intuit Account button in the QuickBooks toolbar and it will provide instructions to assigning a Primary admin.   For the step "Select the Action menu button > Make Primary Administrator" you have to hold down the command key when clicking on the button.  it doesn't say that....

Support wanted that option key as people screw this up.  Please don't do this until we figure out the banking issues as its already pretty difficult.

@IntuitBrooks I certainly won't change anything else, one thing at a time for troubleshooting!

I think I see what you are saying though, sounds like you have to create a new user then make that user the admin. I followed whatever instructions I had before online in the help section on the account section on the web site. Sounds like help desk has no clue either then as all they told me was that wasn't possible. Once the other is addressed I'll give it a try. Happy that someone in the company has a clue! Thanks!

dunwoodysteve - we are looking at the connection history online and it looks like as of  3/19 you are connected to American Express QBDT with 2 accounts and American Express (Delegate) with 8 account. These are the Online Banking Setup financial institutions.  But it looks like Chase is connected to anything - it is showing an error state from 3/11/24 which may be when it was disconnected. 

Is that what you are seeing? I thought none of them were connected so puzzled as to what this means. 

Chase _isn't_ connected...  typo

@IntuitBrooks Right now the only thing connected with any credit cards in any of my company files is via web connect. I couldn't let things back up any more. Absolutely no accounts are connected via delegate or any other type of (in)direct connections other than my savings or checking accounts that haven't ever seem to have been affected. I'm doing everything via the slow download everything approach right now. If the server says it's connected, then that is probably the bug on the backend and would explain why it keeps saying I'm connected already when I'm not. The last time I tried any of them is when I got your message that they thought it was fixed so I tried and got errors still for AMEX and Chase. I think I saw your message that it really wasn't fixed before I tried Citibank.