Let's work together to help your client successfully connect their bank to QuickBooks, Paul.
First, could you confirm if you encountered a specific error while attempting to authenticate your bank for online banking, or whether the process hangs or becomes unresponsive?
If there is a specific error message, I recommend referring to this article for steps to resolve common bank connection issues: Fix bank connection errors in QuickBooks.
On top of that, I recommend checking for ongoing issues with Capital One’s Banking service.
Alternatively, if the connection hangs without error messages and no issues on your bank's end, we'll have to troubleshoot this to determine if it's a browser-related problem. Start by logging out of QuickBooks and logging back in. Then, ask your client to refresh the page to ensure it updates before trying to connect their bank again.
If the issue persists, clear your browser’s cache to remove outdated files and improve performance.
As always, the QuickBooks Community forum is available 24/7 if you have follow-up questions about connecting banks to online banking.
