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What does error 9999 mean when a bank connection stops working, and what can be done about it?

Forum|Forum|3 years ago
January 6, 2023
17 replies
71 views

16 days with no bank connections and a 9999 code that flashes.

Support is no help. QB and BOA chats and emails and still no connection.

NO HELP FROM QBO or BOA.

Support will respond as if they are fixing the problem but it's a 2 hour trap to nowhere.

15315-QBO-&-BOA-will-not-fix-linking-problem.pdf

QuickBooks Online

Best answer by Emma_P

That's a long time to be stuck, especially after multiple rounds with support that haven't gone anywhere. Unlike most numbered bank connection errors, 9999 doesn't have its own dedicated troubleshooting article, since it typically points to a back-end issue that needs to be investigated on QuickBooks' side rather than something fixable from a single documented setting. That said, a few general steps are worth trying while any back-end fix is in progress.

Try a manual update, then reconnect

Go to Accounting, then Bank transactions.
Select Update.

If that doesn't help, try signing in through an incognito or private browser window and updating again. If the error still won't clear, disconnecting and reconnecting the account can sometimes restore the connection:

Select the tile for the account, select the pencil icon, then select Disconnect account.
Reconnect it using Connect account or Link account, making sure to select the correct date range so you don't end up with duplicate transactions once it's back online.

Bridge the gap while it's investigated

While the connection is down, you can bring transactions in manually so your books don't fall behind:

Go to Accounting, then Bank transactions.
Select the Link account dropdown, then Upload from file, and follow the prompts to upload a file from your bank.

If it's been going on for a while

Since this is the kind of error that often comes down to something in the connection itself rather than a setting you can change on your end, if it's persisted for more than a few days despite the steps above, it's worth reaching out to support directly so they can investigate the connection further.

Resources:

Disconnect accounts connected to online banking

Manually upload transactions into QuickBooks Online

Still stuck after all that? Let us know and we'll take another look.

D

Dirkdaddy

I have had to deal with clients w/o banks that link up well with QB and what I suggest as a work around is to download a QB type file or even excel type file with transactions and then import them into QB. If you haven't done that just refer to the various help resources or ask me. Then your bank feed is from the file. But in many cases with small businesses if the transactions are input all you need to do is reconcile and it will ID the transactions you're missing from the monthly account statement. Does that help?

FYI, early in the bank linking in my experience banks would point the finger at QB, and QB would point the finger at the banks, and the issue was more of a IT one not one that most bank folks knew about so it was typically a dead end. So develop ways around this as noted above until it gets resolved. FYI-2 : never seen that error

M

Mark_R

Moderator

Thank you for sharing your conversation with our support team, @KS1966.

I would feel the same if I couldn't connect my bank account to QuickBooks Online (QBO). Let me provide some information about the error message and help ensure you can connect your bank account.

The error 9999 is a script error that causes an interruption between the connection of your bank and QBO. For now, you can bring in your transactions through WebConnect. For more guidance, you can check out this article: Manually upload transactions into QuickBooks Online.

I also recommend contacting our QuickBooks Support Team again. I understand that you already contacted them before but they're the best support group available to investigate this matter further. This way, they can provide the best resolution to resolve this bank connection issue.

You may also want to reconcile your bank accounts in QuickBooks Online. This will help make sure your QuickBooks transactions match your credit card statement.

Come back to this post and let me know how the call goes, @KS1966. I want to make sure this issue is taken care of.

K

KS1966Author

I have spent 8 hours on the phone in total with support. Can you believe that they tell me that code error 9999 is resolved and I should not be having this problem. Yes, Yes, Yes, I am downloading and uploading through web connect for the checking and CSV for the credit card but the bank links do not work. My bank balances, (not my qb balances) but my bank balances are not updating so I have the work around to manually upload due to links not working but WHY DOESN'T SOMEONE GET MY LINKS WORKING. <<<< This is the issue and 8 hours of support has not helped.

Emma_P

Answer

Community Manager

That's a long time to be stuck, especially after multiple rounds with support that haven't gone anywhere. Unlike most numbered bank connection errors, 9999 doesn't have its own dedicated troubleshooting article, since it typically points to a back-end issue that needs to be investigated on QuickBooks' side rather than something fixable from a single documented setting. That said, a few general steps are worth trying while any back-end fix is in progress.