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deon3
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

 
11 Comments 11
deon3
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

It is now more than a week that QB and Standard Bank is not communicating. I get an error 101 and when I go to the pencil to do it manually, I get the message to try again in a few hours.

Is there anyone else that have the same problem.

 

AlcaeusF
Moderator

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Hello @deon3,

 

I appreciate you for reaching out to us here in the Community. I'm here to share some updates about this unexpected behavior in QuickBooks Online.

 

Our Product Engineers received similar reports from other users experiencing the same error when updating Standard bank in the system. At this moment, we aren't able to provide a specific timeframe for the resolution.

 

Rest assured, the engineers are doing their best to fix and prevent this from happening again. The only workaround is to import bank transactions manually while waiting for the permanent fix.

 

Here's how:

 

  1. Sign in to your bank or credit card's website download CSV files of your transactions to your computer.
  2. In QuickBooks Online, go to the Banking menu and go to the Banking tab. 1.JPG
  3. Select the blue tile for the account you want to upload the transactions into.
  4. Click the Link account ▼ dropdown, then Upload from file.
  5. Select Browse and then select the file you downloaded from your bank. Then select Next.
  6. In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions into. Then select Next.
  7. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Next.
  8. Select the transactions you would like to import. Then select Next.
  9. Press Yes.
  10. When you're ready, select Let's go

 

I also recommend contacting our QuickBooks Online Support Team to add you to our list of affected users. This way, you can receive live email updates about this issue.

 

Our Customer Support Team is available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM (Saturday). To contact them, you can follow the below steps:

 

  1. Click the Help tab in the upper-right corner.
  2. Go to the Assistant tab.
  3. Click Get help from a human.
  4. Choose Chat with us

 

I've also attached an article you can use to learn about the steps you can perform to resolve banking error 101 in QuickBooks: Fix bank error 101.

 

Drop me a comment below if there's anything else I can help you with regarding downloading bank transactions. Take care.

LaurenAlgar
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Hi Deon, has QB resolved this for you yet?

I haven't been able to connect my Standard Bank accounts and download transactions since 5 July! My Standard bank account is active and I have no problems logging into it. I've done everything I can - try different browser, cleared cache and cookie history, tried logging in incognito browser etc etc. Also disconnected the bank account and tried to reconnect but obviously cant, so cant even download the entries and import manually as the bank account isnt reflecting in Quickbooks anymore.

Getting desperate as have a vat return due next week Friday!

Very frustrated with Quickbooks. As an accountant I have clients on quite a few of the online software options available and do not experience this with any of the other options.

Regards

Lauren

Adrian_A
Moderator

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

I appreciate the steps you've done to fix this issue, LaurenAlgar.

 

That said, I'd recommend reaching out to our Phone Support team so an agent can take a look at your account and verify this further. You can get in touch with one of our agents through the Help icon.

 

Once you're able to connect your bank account, you're good to categorise the items. Here's an article as your guide: Review the downloaded transactions.

 

Keep me posted if there's anything that I can help with. Keep safe!

gog_za
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

I havent been able to pull standard bank since 30 June.

Trying again last week and this week and still errors.

WHEN will QB resolve this!?

Rufus007
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

I am also unable to pull transactions. This is pathetic. I am considering moving over to Xero accounting.

Ethel_A
QuickBooks Team

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Welcome to the Community, @gog_za.

 

Let​ me share with you some insights into pulling up a Standard Bank account.

There is an ongoing investigation into this issue. Since you're having the same issue, it would be best to reach our support team. That way, you'll be added to the list of affected customers so you can receive live email updates about this issue.

 

They are available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM (Saturday). 

Here's how to reach them:

 

  1. Go to the Help tab in the upper-right corner.
  2. Select the Assistant tab.
  3. Choose to Get help from a human.
  4. Click Chat with us

Meanwhile, I'd recommend you check on how to manually upload transactions into QuickBooks Online as a workaround.

 

I'll be glad to assist you again if you have further questions in pulling up your standard bank account. Thank you.

Saabirah
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Hi - Same here it happened in June and I was assisted and am right back to square 1 in july with QBooks and Standard Bank - Has anyone been able to find out what the actual cause is ? Thanks

MadelynC
QuickBooks Team

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Thanks for joining the thread, Saabirah.


Currently, our engineers are conducting a thorough investigation to determine the root cause of the issue. Rest assured, the resolution will be rolled out as soon as they're finished.


Since you’re experiencing the same, I’d recommend contacting our Support team. This way, they can add you to the list of affected users. You can refer to my colleague's instructions above to get in touch with our representatives.


In the meantime, you may consider adding your transactions manually to QuickBooks Online. This way, you can start matching and categorising them.


Just let us know if you have other banking concerns or questions. We’ll be here anytime to assist you. Keep safe!

CarolBrace
Level 1

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

HI, I am still experiencing issues with connecting to Standard Bank SA. The bank says the problem is not on their side. Can someone please give an idea of when this problem is going to be sorted out??? It's been nearly a month now.

MariaSoledadG
QuickBooks Team

Where can I lodge a complaint to solve a problem between QB and Std bank. Both of them deny that there is a problem on their side.

Allow me to provide you some information about Standard Bank issues so we can resolve this, CarolBrace.

 

If you're trying to update your bank connection so you can download transactions, there's an ongoing issue about not being able to connect or download transactions. Our engineers are working to get this fixed as soon as possible. 

 

In the meantime, you can upload bank transactions manually. Also, I suggest reaching out to our support team so you'll be included as one of the affected lists. To do this, follow the steps below: 

  1. Select (?) Help.
  2. In the QB Assistant enter the topic you need help with. You can also enter questions.
  3. Select Contact Us to connect with a live support agent.
  4. Choose a way to connect with us:
    • Start a chat with a support expert. Live chat 24/7 (M-F).
    • Ask the community available 24/7 (M-F) to get help from businesses like yours.

In addition, you can match transactions with what you've already entered in QuickBooks. Please read this article for your reference: Categorise and Match Online Bank Transactions In QuickBooks Online.

 

Reach out to us if you need anything else about connecting or updating your bank. We're here to make sure we get you covered.