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Community Contributor *

For the last four days, there's been an orange exclamation point over my American Express account. Updating it does not resolve it. Is the issue on QBO or Amex side ?

 
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Best answer 11-13-2018

Accepted Solutions
Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

No sure what changed, but American Express transactions are now automatically downloading/updating through the Banking dashboard. Thank you Intuit and American Express !

View solution in original post

25 Comments
QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hi there, @beth1.

 

I appreciate you reaching out and keeping us posted on what's happening on your Banking page. I can share some insights why your American Express account is not updating.

 

Currently, there's an open investigation (INV-22362) about Amex not updating. This problem indicates that QuickBooks Online is unable to connect to your bank's website due to maintenance or security update. 

 

Calling us is a way of being added to our notification list. Once added, our engineers will know how widespread the issue is, as well as any common components between those affected. We'll be sure to let you know when updates are available, or once the issue is resolved.

 

You can use this link in order to get their contact number: QBO Customer Care Team.

 

We'll be working hard to make sure you're able to connect to your banks with ease. Thank you for your patience.

Community Explorer **

Re: For the last four days, there's been an orange exclamation point over my American Express acc...


I have the same problem.  I've tried to all and have my name added to the notification list - but the wait time is 20 minutes just to do that!!

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

I had the same problem too.  I disconnected American Express from the banking feed and now when I try to reconnect it I get the same message "The American Express Credit Card (US) site is down for maintenance."  

QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hello, @Shirley and @AFBW.


I appreciate both of your efforts in trying out some steps in order to help resolve the issue. Let me share what I know about the error when connecting your American Express to QBO.


As of this time, our Online banking team is still working with your financial institution to get a fix on this unusual behavior. Using our WebConnect feature isn’t recommended to download transactions since it’ll most likely cause duplicates after downloaded.


We’re asking for your patience and understanding while waiting for a permanent fix for this issue. In case you’ve not been added to the list of affected users, I’d suggest getting in touch with our Customer Care Team.


Please attach your case number to INV- 22362 when you call them on the phone number on this article: https://community.intuit.com/articles/1145770.


We’ll keep you posted once a new update is already available. We thank you for your patience.


Let me know if there’s anything else you need. I’ll be around to help. Wishing you the best!

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

I have also had the same problem for about a week with Amex.  Any fix yet?

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

I am also having the same problem.  I have been having it for 40 days

Community Contributor **

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Same problem here for all my clients' Amex accounts.

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Same problem here. No way I am wasting time calling in.

Moderator

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hi everyone.

Thanks for following up on this thread. I'll provide some additional information regarding this issue.

 

We would like to inform you that this has already been escalated to our engineering team. Although we don't have a specific time frame as to when and how this will be mediated upon, rest assured that this is being looked into.

 

As soon as an update is received, I, or another member of the Community team, will be happy to update this thread and let every know so that you can get back to business.

 

We thank you for your patience. Should you need any further information, please do not hesitate to let us know. Have a good one.

Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

No sure what changed, but American Express transactions are now automatically downloading/updating through the Banking dashboard. Thank you Intuit and American Express !

View solution in original post

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Its working for me too! I just had to initiate a retry...

QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hello there, @beth1 and @tomrossi7.


Glad to hear your bank feeds is now up and running. Allow me to share some information on how to refresh the connection between your bank and QBO in case needed.


Here’s how to perform a manual update to refresh the connection between your bank and QuickBooks Online:

  1. Click Banking from the left pane.
  2. Select Update in the upper right of the screen. QuickBooks begins updating your account.

Check out this article for additional information: Manually update your bank accounts.

 

That’s it. If you need further assistance related to bank feeds, don’t hesitate to reach out to us. Enjoy your day!

Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

This is still not working for me.  Can you confirm this is fixed for everyone?

Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Responded too soon, stopped working again

QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hi there, wrighco and beth1.

Thanks for reaching back out to us. I'd be glad to provide additional insight into this concern.

 

To ensure we're on the same page may I know if you've received the error when opening Amex through the Amex Open App? If so, this issue is still ongoing and our engineers are diligently working to get this fix as quickly as possible. As a workaround, you can try connecting your account through the American Express Bank Feeds option instead of the OPEN app.

 

Also, I'd suggest reaching out to our Customer Care Team so they can pull up your account in a secure environment and sign you up to receive updates via email as soon as they become available. Please provide the investigation number 19051 as the reference of your call.

 

I'll keep an eye out for updates and provide them as soon as they're made available to me.  Let me know if I can be of further assistance. Have a wonderful day.

Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

It's the same error/issue where there's an Orange exclamation point over the American Express accounts with the message "Needs Attention".

 

Same as previous error.....

Try updating your account again

 If that doesn't work, your bank's website is having trouble. It's usually something routine, or at least temporary. Try updating again tomorrow. (105) 
Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Mine worked yesterday, but today is failing again.

 

Screen Shot 2018-11-14 at 9.35.18 AM.png

Community Explorer **

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

It's happening to me, too.  Error 105 is back.  This is ridiculous.

Moderator

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Thank you for notifying us @beth1, @Shirley and I appreciate the screenshot you've provided @tomrossi7.

I'm here to provide an update about the error you're getting when updating your American Express account.

 

I just wanted to take a moment to let everyone know that our Online Banking Team is working with American Express to monitor when their website will be available to you again for downloading transactions into QuickBooks Online. 

 

Please know that I hear you all and realize the impact that this can have on your businesses. As soon as an update is received, I, or another member of the Community team, will be happy to update this thread and let everyone know so that you can get back to business.

 

I'd suggest you contact one of our QuickBooks Online Phone Support so they can add you to the list of affected customers. Any progress will be communicated via email.

 

I'm always here to give additional assistance. Thank you for your patience.

Community Contributor *

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Calling Online Phone support really isn't an option.  I've done that once and never will again.  There's no reliable way to track the tickets they open online, they close them without notification and the whole process on the phone is sad.  You guys really don't have an online support system other than here.  You should really have a status page that shows this as an Outage.  Surely you know how big of a problem this is.  Every subsystem should be listed out for users to see what's working and what's not.  Surely you guys get multichannel support?  it's 2018.  :)

QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Hi there, wrighco.

I appreciate your time to share your thoughts with us today. Allow me to get this support system concern straightened out for you.

 

Currently, the online support that we have for QuickBooks is the Community channel and the QuickBooks Online Chat. The best thing to do right now is to let our product developer know on how we can improve your QuickBooks experience by sending us feedback. Just click on the Gear icon and select Send Feedback Online. That way they'll be able to determine what are the things that we can do to help you run your business easier. I will also do my part by sending this feedback that you've given in this thread to our engineers so this will be taken care of.

 

Please know that the Community is always here to provide assistance whenever you need it.

Not applicable

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

I have not been able to update our American Express Card with our QBO account for the past week. It says Issues 105. I have tried multiple times to click update all to the same end - failure.  Can you please fix this asap. I am unable to do quarterly reporting until this feature is fixed! 

 

Thank you.

 

Sincerely,

Becca Murphy

[email address removed]

QuickBooks Team

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Thanks for providing me a screenshot and manually updating your account to help fix the banking error 105@bmurphy

 

I understand how important it is to use this feature to complete your quarterly reporting. I want you to know that our Online Banking Team is partnering with American Express to resolve this error timely.

 

In line with this, I'd suggest contacting our Customer Care Team. This is to ensure you're in the loop about the issue's status and its resolution through your email. Here's how: 

  1. Sign in to your QBO account. 
  2. Go to the Help menu at the upper right.
  3. Choose Contact Us.
  4. Type in your concern.
  5. Click Let’s talk.
  6. Select either Get a callback or Start messaging
  7. Enter your contact info.
  8. Choose either Confirm my call or Send message

 

We thank you for your patience. You can count me in if there's anything else you need. 

 

Best regards, 

 

Raymond Jay

Community Contributor **

Re: For the last four days, there's been an orange exclamation point over my American Express acc...

Unfortunately this is not unusual behavior. This has been happening consistently for the past 6 months at least. We can go upwards of a week before it works again. As you can imagine this is highly irritating especially concurrently with all your price increases. 

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