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finance-winwongw
Level 1
posted
‎November 17, 2020 07:27 PM
last updated ‎November 17, 2020 7:27 PM

Cannot access my bank for 2 days: "Something isn't working Sorry, we can't update your account. " I already tried filling in my credentials again.

 
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1 Comment 1
RCV
QuickBooks Team
QuickBooks Team
‎November 17, 2020 09:05 PM

Cannot access my bank for 2 days: "Something isn't working Sorry, we can't update your account. " I already tried filling in my credentials again.

Let's perform some steps to see if this is just triggered by your bank, or in QuickBooks Online (QBO), finance-winwongw. 

 

May I know what's your bank provider? This helps us check on our records if there's a reported case about this one. There are a few reasons why you're getting banking errors in your account. Among these are:

  • The bank recently made some changes with their security feature or connection.
  • Log in credentials set up in QBO doesn't match with the online banking login.
  • QBO is unable to connect to your bank's website.

Also, it could be your bank's website is undergoing maintenance or server issues. The period it gets fixed will depend on your financial institution and most of them resolve the issue within 24 hours. To check if the connection is back, try manually updating your bank in QBO. Here's how:

  1. Go to the Banking menu to get to the Banking page.
  2. Select Update at the top right.

Then, try connecting your bank or credit card account to online banking again. If the same thing happens, please check your bank or credit card's website. Try to navigate and check if everything is working on their end. If it's already beyond 48 hours and the problem continues, please reach out to our Customer Support Team so they can open a ticket and investigate this further. Here's how to reach them:

  1. Go to the Help icon on the top right. 
  2. Enter your concern in the search field.
  3. Choose Talk to a human.
  4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human. 
  5. Press Contact us.
  6. Tick Continue. 
  7. Choose Message an agent or Get a callback.

In the meantime, you can manually upload transactions into QBO. Then, match and categorise bank transactions in your account to ensure there aren't any duplicates. Feel free to visit our Banking page for more insights about managing your bank transactions.

 

That will route you in the right direction today. Keep me posted if you need a hand with reconciling your accounts or any QBO related. I'm always here to ensure your success.

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