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Level 1

My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone else having this issue with American Express Card?

 
17 Comments
Moderator

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Hello judy8,

 

I'm glad to have you in the Community. It would be my pleasure to help you with connecting your Amex bank account in QuickBooks Online.

 

Our Product Development Team has identified an issue with the Amex OPEN app. There are no transactions syncing when connecting the bank account into the system.

 

Right now, there's no workaround provided by the backend team. For you to receive updates for the fix, I recommend contacting our Phone Support Specialists.

 

You can share with them the investigation number (INV-20943) to include you to the list of affected users. After adding you to the list, you'll be receiving updates via Email from our team.

 

If you're not using the app, we can perform some basic troubleshooting. You can start with manually updating your bank to sync latest transactions.

 

Here's how:

  1. On the left navigation bar, click Banking.
  2. How to manually update bank accounts
  3. Go to the Banking tab.
  4. Choose the account.
  5. Click Update.

 

For the detailed steps, you can check the articled below: How to manually update bank accounts.

 

I want to make sure that you'll be able to connect your bank, so please don't hesitate to let me know how it goes. If you should have additional questions, I'm just a click away.

Level 2

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

 @AlcaeusF -> Can you provide additional troubleshooting advice?  I have been experiencing the same issue since Amex did maintenance on their end last week.  Manually updating my accounts does not work even though the time stamp indicates that it has.   My feed is working though as my account balances are updates but no transactions populate into either of the 3 Amex accounts I have entered into QB. 

 

This only became an issue as of last week and was working seamlessly for more than a year.  I cannot find any substantial articles addressing this issue either in the QB community or other online forums.  

 

Thank you,

JB

Moderator

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Hello there, @JB212.

 

Thank you for posting in the Community. I'd be happy to help share some updates about the missing American Express OPEN transactions when downloading into QuickBooks Online.

 

Our engineers are still working closely with your bank to come up with a permanent fix for this unexpected behavior. In the meantime, let me show you the workaround they've shared to download the bank transactions. 

  1. Log in to your bank's website.
  2. Select the date range of transactions you want.
  3. Select an approved file type (QBO, OFX, etc).
  4. Download the file to your computer.

After that, log in to your QuickBooks Online account. Once done, please follow the steps below to upload that file.

  1. On the left pane, select Banking.
  2. Click the drop-down arrow next to Update.
  3. Choose File Upload.
  4. Select the file, and click Browse.
  5. Click Next.
  6. Select the QuickBooks account, and click Next.
  7. Map the columns, and click Next.
  8. Select the transactions to import. and click Next.
  9. Click Let's go!.

Also, to get updates about the issue, I would recommend contacting our Customer Care support. They can add your account details to the affected user's list, so you'll automatically get email notifications once the issue gets resolved.

 

Here's how you can reach them:

  1. Go to https://help.quickbooks.intuit.com/en_US/contact.
  2. At the top right, select your QuickBooks version.
  3. Select a topic.
  4. Click on the Get Phone Number or Start a Message button.

That should take care of it. I believe that you'll download transactions from your bank’s website into QuickBooks in just a few clicks.

 

Please don't hesitate to let me know if I can be of further assistance. Wishing you well.

Level 2

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Thanks for your reply.  I am familiar with the manual file upload process and have been using it successfully since this became an issue.  

 

Just to clarify, is this a widespread issue, as in, this is a known issue that these companies are working on to fix?  

Moderator

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Hello JB212,

 

This isn't a widespread issue. While our engineers are still working on fixing it, let's go ahead and manually upload the bank transactions as recommended above.

 

Let us know if you have any questions. We'll be right here to help. 

Level 1

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Quickbooks Online cannot download Amex Transactions. (And you cannot upload Amex transaction from Amex into QBO by csv or qbo files as a back up method...) Nothing since March 8th! Still down today.... I have had multiple calls, case numbers..... Apparently a known and widespread issue, but not everyone... "we are working on it".... Month end.... nightmare. (Multiple clients w/ hundreds of transactions.... unable to code & clear...)  It is March 30th.... to see that Quickbooks has been having issues with this for months is really disappointing...  I may have to look at Sage One or Xero.  This is getting ridiculous.   -m.byrne

QuickBooks Team

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

I am a customer myself, and I know how tough it is when we can't download our bank transactions, Jeremy_T.

 

Our Online Banking Team is still working for the permanent fix. You'll receive an email notification about the updates or resolution for this one.

 

We want to fix this as soon as possible. I'll also keep an eye on this and will get back to you if there's an update.

Level 1

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Hi,

 

Is this fixed yet? We have not receive any transactions and we need them to close the month. This is such a nightmare!

Moderator

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Our engineering team had fixed this one, JKnapp.

 

You'll want to manually update your bank to sync your transactions.

 

Here's how:

  1. Go to the Banking tab and select Update.
  2. On the prompted page, enter your Multi-Factor Authentication (MFA) and select Continue update.

You can continue working on your QuickBooks account since it will take a few moment to update. QuickBooks Online will notify you once the updates are complete.

 

You might want to check this article for a full guide on how to manually update your bank account.

 

If the same error persists, You'll want to run some basic troubleshooting.

 

First, you'll want to use a private/incognito window. Since this window will not record any data history. Second, you can clear your browser's cache. This will help your browser to start fresh. Lastly,  if the same error occurs, you can use a different browser. There are instances that the browser you're currently using is not working.

 

Let me know how the steps I provided works on your end. 

Anonymous
Not applicable

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

I am also having this problem. When I click update, I am not prompted to enter a manual authentication. Should I disconnect and reconnect? How do I refresh the connection if Quickbooks doesn't think there's a problem?

QuickBooks Team

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Thanks for coming to the Community for help, @Willisbe30.

 

I can provide information about the connectivity issue between AMEX and QBO.


There is currently an open investigation about this problem, and our Product Team is working with your Financial Institution to resolve the unexpected behavior as early as possible. I recommend reaching out to our Customer Care Team to add your account to the list of affected users.

 

Please have the representative link your case number to INV-28974. An email will be sent to you with any new information to assure you're up to date with the progress of the investigation.

 

Here's how to get in touch with phone support:

  1. Log in to QuickBooks Online.
  2. Go to Help at the top right.
  3. Click Contact Us to connect with a live agent.

As a workaround, you can manually bring in transactions using the WebConnect feature. The first step in this process is to download the transactions from the bank in a supported file format (CSV, QFX, QBO, OFX).

 

Let me show you how:

  1. Log in to your bank’s website and follow the process to download transactions to your computer.
  2. Choose the transactions you want to download or specify a date range.
  3. Select a supported file type for the download file.
  4. Name the file and save it on a location where you can easily find it.

Right after, start uploading the file to QBO. To do that, follow the steps below:

  1. Go to Banking from the left menu and select Banking.
  2. Select File upload from the Update drop-down.
  3. Click Browse, then locate the file you downloaded from the bank and select it.
  4. Hit Next.
  5. Choose the account from the QuickBooks account drop-down and click Next.
  6. Finally, click Let’s go! (or Finish).

file upload.PNG

 

Refer to this article for the details: How to upload more than 90 days of bank transactions.

 

That should do it. Let me know how the call goes and if you need anything else. I'm more than happy to help. Take care!

Level 1

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Hello,

I am having the same issue: Amex account bank feed is not updating. The Bank Balance shows $0 and the last transaction in the feed is dated 7/19/19. (I know there are newer transactions which are not showing up in the bank feed). Is the case number INV-28974 referenced in this thread still open? If not, is there a new one? From my search of this forum, this appears to be an issue which keeps occurring. We tried calling Customer Care 8/7/19 and they gave a link to an incident report status http://status.quickbooks.intuit.com/incidents/pkhbcc846l75 which shows the issue was resolved 8/8/19 by an update to the American Express website. This incident report, however, refers to Quickbooks DESKTOP, not QBO. We tried disconnecting the bank feed and re-connecting it twice since then, and the status does not change. Please help!

Highlighted
QuickBooks Team

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

I appreciate the information you've given, @jhourican.

 

I've got some information to share and steps to perform so you can get back on track.

 

If it's your first time to connect your online bank and credit card accounts, QuickBooks Online automatically downloads the last 90 days of transactions.

If this isn't the first time that you connect your account, updating it manually can help to isolate this matter. This refreshes the connection between your account and the financial institution.

 

To do that:

  1. Go to the Banking menu.
  2. Select Update. This updates all of your bank and credit card accounts. If you see a message about additional authentication, follow the on-screen instructions. 

If doing this doesn't make a difference, you may sign in to your bank’s website to check if the issue is on your bank's end. Please see this article for complete details about the process: What to do if bank transactions won’t download.

 

Also, here are some articles some helpful articles about fixing online banking issues for your future reference: Fix online banking errors in QuickBooks Online.

 

If the issue persists, I'd suggest reaching out to your financial institution. This is because QuickBooks is dependent on the information that was transferred from your bank while we haven't reported any similar cases reported to us as of this moment.

 

Keep me posted if you have any other questions with this concern. I'll make sure to get back to you as soon as I can. Have a great week ahead!

Level 1

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

I've been having the same issue for 2+ months.     I have 3 Amex accounts.    In some cases, transactions are not coming thru.    In some cases, transactions are being duplicated in multiple accounts.     And in some cases, the transactions are fine.       This has severely been impacting my ability to close, and I can't every seem to get an answer aside from Tier 3 is working on it and to check back for updates.

QuickBooks Team

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

Welcome to the Community, @reutell.

 

This isn't a kind of service we want you to experience. I want to ensure this gets taken care of. 

 

Since you're repeatedly getting the same result after working the following recommendation by my colleague. This time, I recommend contacting our QuickBooks Online support. This way, they can utilize more tools such as screen sharing to help us investigate the cause of the error. They can also create an investigation ticket if there are other customers experiencing the same thing.

 

Here's how to reach them:

 

  1. Open your QuickBooks Account.
  2. At the top right, click the question mark icon.
  3. Click Contact Us.
  4. Under What can we help you with?, enter any concerns.
  5. Click the Let's Talk button.
  6. You'll be routed into the Choose a way to connect with us page.
  7. Select how you want to contact them and fill in that information.

 

You can find this resource page in case you want to learn what to do if you don't see your transactions in QuickBooks Online.

 

As always, you can leave a comment down below if you have any other concerns. I'll be keeping an eye on your response.

Level 1

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

I have had the same problem since mid September.  Sometimes I get error 102, sometimes error 105, sometimes error 9999.  Occasionally QB will say Amex has updated but then downloads no transactions.

 

I have had countless chats and case numbers.  I've done all their troubleshooting/fix suggestions many times and still nothing changes.  For the past twp months, I have had to enter the bulk of my amex transactions to the QB register for my month end.

 

When is this continuing issue going to be fixed?

Moderator

Re: My AMEX account says it has synced but there have been no new entries since Dec 9. Anyone els...

The investigation status for error 102 is still open, Shirley.

 

I understand that you've called us about this already, but I'd really want to make sure that you've been added to our notification list, so I'd suggest contacting our phone support team again. 

 

Also, we don't have a specific time frame as to when this will be fixed, but rest assured we're working for a permanent resolution.

 

With regard to the error 9999, it is a script error that interrupts the connection of your financial institution and QuickBooks Online. Let's disconnect then re-connect your account to get this fixed. Here's how:

  1. From the left panel, select Banking.
  2. Select the account, and click the pencil icon in the blue box.
  3. Select Edit Account Info.
  4. In the Account window, check the box that says Disconnect this account.
  5. Click Save.

After that, you can re-connect  the account. 

 

 

I appreciate your patience on this. 

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