cannot connect to online banking

Let's resolve the error you have in connecting your bank account, @toddlerner.

First, you must create a back up your QuickBooks Desktop company file and you have updated your QuickBooks for Mac to the latest release. 

Then, make sure to meet the following requirements:

• Try to check with Bank of America that they’re not experiencing any outages.
• You can log in to your online banking account successfully.

You can follow the solutions below in order, yet, if it doesn’t resolve the issue, proceed to the next one.

• Solution 1: Create a new test company file to identify if the issue originates with your bank or your bank's servers.

1. Go the File▼ drop-down menu, select New Company.
2. Set a name for the test file, then Save.
3. Fill out the required fields in the Create New Company wizard, then select Finish.
4. Add the Bank of America to the Chart of Accounts.
5. Set up Online Banking for that account and then choose Download transactions.

If you've encountered same error, then there’s a problem with your bank. If there's no outages with the bank, then the problem is not with your bank. Proceed to solution 2.

• Solution 2: Merge accounts.

It will determine if the issue is related to your account setup. Make sure to match all transactions and clear all pending before you proceed.

1. Go to your Chart of Accounts and edit the account name by adding an asterisk (*).
2. Select Online Settings. From the Download transactions▼ drop-down menu, select Not Enabled.
3. Click OK.

From here, you can now create a new account:

1. Go back to the Chart of Accounts and select the + icon.
2. In the Account type▼ drop-down menu, select Bank.
3. Enter the original name of the account without the asterisk (*), then select OK.

Close and reopen the company file. Then, merge the accounts:

1. Go back to the Chart of Accounts and select the account with the asterisk (*).
2. Click on Edit to remove the asterisk, then select OK.
3. On the dialog box that appears, select Yes.
4. From here, you can now activate online services.

In case you're still encountering an error, then I suggest following solutions 3 to 6 outlined to this article: Fix Online Banking.

Drop me a line if I can do anything else with your bank connection. I'm always here to help. Have a wonderful day!

hi MaryJoyD,

thank you for your help! i did everything you said and it still doesn't work, and i'm still getting a "general error" message :(

any other thoughts on things i can try to get online banking to work?

thanks,

-todd

Thanks for trying all the suggested troubleshooting steps, toddlerner.

Since we're still getting the same error message, I'd recommend contacting our Technical Support Team. They can pull up your account and review what is happening. From there, they can provide additional troubleshooting steps to get the Online Banking working in QuickBooks.

You can reach them through the steps in this link: Contact QuickBooks Desktop support.

Feel free to keep us posted so we can assist you with this.

hi JamesDuanT,

thank you for your help! i contacted my bank again (bank of america) and although they said all had been set up and it should work in qb, the person i reached today said "there's still another step we need to do" – and now it's working! :)

best,

-todd

Any chance you can share extra step?  I have the same issue

Could you share what the final step was?

Thanks for joining the thread, @SCBoston.

I want to ensure this gets resolved for you. Thus, I recommend contacting our Customer Care Team, so they can provide the additional steps to get your Online Banking working in QuickBooks.

To reach them, check out this link for details: Contact QuickBooks Desktop support.

Here's also some articles which you may find helpful: 

• Set up online banking for QuickBooks Desktop for Mac
• Download bank transactions in QuickBooks Desktop for Mac

Don't hesitate to reach back out if you have other QuickBooks questions. I'll be right here to help you further. Have a nice day.

I have been trying to connect with support.  Chat doesn't work (chat window opens but is blank) and neither does request a phone call (I cannot enter my US phone number, it is asking for ####-###-#### format, and entering a 0 or 1 at the start doesn't work).  

I appreciate your prompt reply and for sharing additional details, @SCBoston.

Let’s perform some troubleshooting steps to isolate this issue. I recommend contacting our Support team through chat using a private window (incognito). This way, we can verify if this is a browser cache issue.

There are times that the browser is full of frequent access pages. When this gets piled up, it causes unusual behavior to the browser. Using a private window doesn’t save any cache files. Thus, this can help us verify the issue easily. 

To start, here are the keyboard shortcuts you can use in opening a private window:

• Press keys: Ctrl + Shift + N (Google Chrome browser)
• Press keys: Ctrl + Shift + P (Mozilla Firefox & Microsoft Edge browser)
• Press keys: Command + Shift + N (Safari browser)

If you’re able to get in touch with our chat support team, I’d suggest clearing your regular browser's cache. This will delete all saved data files from your browser and start with a clean slate. If the issue persists, try using other supported browsers. That way, we can check if this is a browser integrated issue.

In the meantime, you’ll want to manually upload your bank transactions to your QuickBooks Desktop (QBDT) for Mac software: Download bank transactions in QuickBooks Desktop for Mac.

Let me also add this link that you can guide you in matching your bank balance efficiently in the future: Reconcile bank and credit card accounts (Mac).

In case you have other concerns or questions about managing your bank accounts in QBDT, tag me in your reply. I’m always here to help. Keep safe and stay well. 

I am trying to follow your solution #2

but can not find online....enable unchecked

I have used QB with US Bank for close to 20 years and this year i have been without the connection to the CC only ....the checking does download into QB's like it has for years

the bank can not figure it out

Terri

Thanks for the update after following the solution #2, fustrated21.

You'll use the said solution if you accidentally set up two accounts with the same bank information. The system will merge so there's only one account on file.

Before you use online banking, you need to check if there are some updates on the bank's website. Otherwise, you can disconnect and re-connect it to establish a new connection.

Here's how to disconnect it:

1. Go to Lists and then select Chart of Accounts.
2. Highlight the account and select the pencil icon to edit.
3. Select Online Settings.
4. In the Download Transactions drop-down menu, select Not enabled.
5. Select OK to confirm, then select OK to close the window.
   
   

Once done, here's how to set up again the connection.

I'd also like to know the name of your bank so I can check if there's an issue reported about it. This way, I can provide updates to this thread.

I'll keep this post while waiting for your response. Thank you and stay safe!

SAME ISSUE!! I am trying to get 3 months of QB done and have the weekend, trouble is, even though we pay A LOT for QB, they do not have phone support over the weekends.  This is not the first time over the past 12 years this has been an issue.  So now what, I am just stuck waiting to make what will probably be a 1-2 hours phone call until monday/during the week when I am running both of my businesses and treating patients???????