_maddy_
Level 1
‎March 03, 2023 07:32 PM

I cannot re authenticate my banking connection with HSBC

I've needed to re authenticate my banking connection with HSBC since November in order to import transactions. However, whenever I get to the stage of signing into my bank account, the green 'Sign In' button does not do anything when clicked. 

 

I have tried clearing my caches, tried using different browsers (Chrome, Safari, Firefox), tried going incognito. Nothing works!

 

I spoke to a quickbooks assistant 3 months ago who said their engineers were looking into the issue - it was marked as resolved a month ago, but I still cannot reconnect my bank account. 

 

At my wits end - I do not want to begin a new banking connection as it will simply duplicate all the transactions I have already categorised! This must be a bug that needs fixing. Am I the only one? Any suggestions?

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Ethel_A
QuickBooks Team
QuickBooks Team
‎March 03, 2023 10:10 PM

Banking

I'm here to share information about the issue with bank connectivity, @_maddy_.

 

Users like you are currently unable to reauthenticate banking connections due to a persistent problem. Rest assured our engineers are all hands in working on finding a permanent resolution for this issue.

 

We're working with your bank and our product development team to find a solution to this problem, and we'll launch it as soon as we can. I suggest calling our phone support so we can add you to our notification list and can provide you with an update.

 

Here's how:

 

  1. Go to Help (?) and select Contact Us.
  2. Note: If you’re using the QuickBooks Self-Employed app, tap the + button and select Ask QB Assistant.
  3. Enter talk to a human, then select Continue.
  4. Select which way you want to connect with us.
  • Have us call you - Get a call from a support expert.
  • Chat with us - Start a conversation with a support expert.

 

You can also check this article to learn more about errors in QuickBooks Online.: Fix bank errors 102 and 105 in QuickBooks Online and QuickBooks Self-Employed.

 

Let me know if you have questions about banking issue. I'm always here to help. Have a great day. 

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_maddy_
Level 1
‎May 01, 2023 10:22 PM

Banking

Thanks for the reply on this. I've given it a few more months, and have still found it doesn't work. 

 

I tried again to reconnect my bank today - I managed to get to the point of signing into my bank, however after confirming the connection through my bank's website, nothing happened. Now I am back to square one where the 'sign in' button does nothing. 

 

I've not been able to do my taxes properly for 6 months now - a refund is definitely in order here. 

 

At this point, if this doesn't get fixed I'll have to cancel my subscription. 

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Anonymous
Not applicable
‎May 02, 2023 12:56 AM

Banking

Hi there, maddy.

 

I understand how you wanted to get this resolved to get you back to business seamlessly. However, I want to ensure that everything is being taken care of. That said, I suggest you contact our Technical Support Team by following the steps provided by my colleague above.

 

Our phone support can double-check your account to see the leading cause of why you're still unable to re-authenticate your banking connection. Moreover, they have the option to initiate a further investigation and provide fixes in no time.

 

I'm always here whenever you need my assistance. I'm rooting for your business to prosper. Have a good one!

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