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Cannot disconnect banking accounts

Hello,

I keep having an error message trying to connect my Bank of America accounts in QBO. After a month, I thought I would try disconnecting entirely and then reconnecting. I have done this before without issue - however, when I go to edit the account, the check box with the "Disconnect this account on save" is entirely missing. It's not there for any of my connected accounts. (See screenshot). This baffles me, as I've disconnected other accounts and can't understand why the entire option, for all accounts, is missing. Did the way you disconnect accounts change? Help? Thank you!

Solved
Content Leader
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Re: Cannot disconnect banking accounts

Hey there, bgrebil.

 

Thanks for reaching out for support here in the Community. I want to make sure you're able to disconnect bank accounts in QuickBooks Online.

 

I appreciate the screenshot you attached with your question. You're looking in the right place for the "Disconnect this account on save" check box. As an initial troubleshooting step, I recommend clearing the cache within your browser. Sometimes the cache can become bogged down with older data, potentially affecting views and performance in QBO.

 

This article will walk you through the steps to refresh the browser: https://quickbooks.intuit.com/community/Getting-Started/How-do-I-clear-my-browser-cache-and-temporar.... You'll just need to select the particular browser you're using.

 

Feel free to let me know how things look after trying this, and we'll go from there. Take care.

 

 

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Re: Cannot disconnect banking accounts

Aha! That did it. Glad it was something simple. Thank you!

Content Leader
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Re: Cannot disconnect banking accounts

That's great to hear! You know where to find me if you have any other questions.

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Re: Cannot disconnect banking accounts

Hello,

 

I am having the same issue. Hoever, my screenshot shows something different. I earlier had 2 accounts linked to QBO and i disconnected one of these as we had closed the account. Since then, i have not been able to download transaction on the other one (they had the same login on BOA). I am also not able to disconnect the current active one (was trying to disconnect and re-connect it).

 

Please assist.

QuickBooks Team
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Re: Cannot disconnect banking accounts

Thanks for providing such detailed information, ankitdkabra.

 

Thanks for elaborating how you're unable to disconnect your bank account in QuickBooks Online. Also, the screenshot gives me a clearer view as to what's happening when doing the process. I can help get things sorted out for you.

 

I've checked if we have an ongoing issue on this, and so far, there's none. Just as the recommended solution by @MorganB above, we can do a basic troubleshooting steps to resolve this. 

 

You can start by logging into a private browser. Please note that, browsers use cache of memory to work efficiently and load pages faster, however as data collects it can cause unexpected results. 

 

The steps depend on which browser you're using:

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

Once done, restart your browser for the changes to take effect. These steps should help disconnect the bank account. 

 

Let me know how the process goes once you get the chance to try it. I'll be around! 

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Re: Cannot disconnect banking accounts

I am having this problem with desktop version of QB2019 after upgrading from 2016.  I cannot disable bank feeds nor manually import bank feeds.  I get the following error - see screen shot.

 

I cannot change the id on this account nor any of my accounts.

Moderator
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Re: Cannot disconnect banking accounts

Hello there, @JLE59.

 

I appreciate you for letting us know the troubleshooting steps you've tried to resolve this error. Let me help you fix it by checking your bank connection and QuickBooks company file.

 

Before following the steps, please make sure to back up your company file. After that, create a test company file and connect it to your bank. By doing so, we can check if the error is caused by a problem with your bank, or damaged data in QuickBooks.

 

Here's how: 

 

  1. From the File menu, select New Company.
  2. Select Express Start.
  3. In the Setup window, enter all required info, then select Create Company.
  4. Set up account for Bank Feeds.
  5. Download Bank Feed transactions.

If you get the same error, it's possible there’s a problem with the connection from your bank. Since you recently upgrade to QuickBooks 2019, some banks need you to confirm your identity before you can use any of their online services.

 

Log in to your bank account on a browser, then check if you have any bank security notification. If there’s none, contact your bank directly to help you verify this.

 

If you don’t get any error, this could be caused by data damage. To resolve this, you can run verify and rebuild data on your company file. Then, ensure the online bank information is correct and reset the connection to your bank to refresh your banking services. 

 

If you get the same result, let's check if there's an Accountant's copy restriction. If so, you may need to remove it to change your account customer ID. You can use the following article for the things you need to take note before removing it and for detailed steps: Remove the accountant's copy restriction.

 

Once done, you can refer to this article to update the customer ID in the Charts of Accounts or check the online banking credentials, and reconnect to your bank: Invalid Customer ID number.

 

Drop me a comment below if you have any other questions. I'll be happy to help you some more. Have a great day ahead.