Hi Emma
As we are a third party connecting to your bank if the bank picks up that a log in to the bank was not properly signed out it will stop us being able to sign in as it thinks there is already a sign in there.
There are some ways to force it to pick up no one is logged in(sometimes called a banking aggregation)
1.Make sure you have been signed out of online banking(including any apps) for more than 15 minutes
2.Try clearing the cache and cookies in your browser, making sure time range is set to all or all time,closing the browser and re opening and then going back to the banking page on Quickbooks Online and hitting update
3.Try an incognito or private window or another browser
4.If you use a banking app on your phone or tablet make sure it is not minimized and make sure the app is closed completely
5.Make sure background refresh on app is not turned on(you can google how to turn of app refresh on android or ios)
6.If it is not a joint account and there are no other Quickbooks accounts the bank account could be linked to and you still have any issue there a 3 more options
The first option is
Wait 24 for a fresh banking aggregation(the bank usually runs one to kick out any logins overnight)
The second option is
Call the bank and advise a third party is trying to connect to your bank and ask if they can kick out any active logins
Lastly one thing that does push out active logins is a change of password
Change the password at the bank website and then come back to the Quickbooks Online and edit sign in info on the bank and enter new information(you can always change the password back once you are in
Any questions let us know
Kind regards
Emma
