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Why do my QuickBooks Online bank accounts keep disconnecting, and how do I fix it?

Forum|Forum|2 years ago
April 15, 2024
4 replies
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I see the message "Transactions not synced - Our connection to this account expired (3500" Then I reconnect and some transactions come in but then I get the message "We can't get transactions from Bank Name - Come back in a few hours and select Update (4009)

QuickBooks Online

Best answer by katelynner

Bank connections in QuickBooks Online rely on a live link to your bank, and that link can break for reasons that have nothing to do with anything you did. Most banks send updated transactions automatically about every 24 hours, but when a connection drops, working through a few steps in order usually gets things flowing again.

Start with a manual update

Go to All apps, then Accounting, then Bank transactions.
Select Update.

If a manual update doesn't bring in your transactions, sign in to QuickBooks through a private or incognito browser window, then try the update again. This rules out browser extensions or an old, cached sign-in as the cause.

If you're prompted for another verification step during the update, follow the steps on your screen to complete it.

One thing to keep in mind: transactions older than 90 days won't come through with an automatic download. You'll need to add those to QuickBooks manually.

Check your bank's own website

If updates still seem slow or stuck after that, the problem may be on your bank's end rather than QuickBooks's.

Go to your bank's or credit card's website. If you're not sure of the URL, go to Bank transactions, select Link account, then find and select your bank to see the listed URL.
Sign in to your account.

Once you're signed in, look for a few things: any posted outage or maintenance notice, messages or alerts on your account, and any display issues as you browse the site. Bank-side outages usually clear up within 24 to 48 hours, and your transactions will start downloading normally again once the connection is restored.

If everything looks fine on your bank's site, go back to QuickBooks, open Bank transactions, and select Update again.

Update your bank info in QuickBooks

If you've changed your account number, username, or password on your bank's website, QuickBooks needs the same updated info to keep the connection working.

Go to All apps, then Accounting, then Bank transactions.
Select the account card for the account you're working on.
Select Edit, then Edit sign in info.
Enter your updated bank information.
Select Save and connect.

Got more questions about your bank accounts in QuickBooks? Just ask, we're happy to help.

C

CharleneMaeF

QuickBooks Team

My top priority is to ensure that all bank data is added to QuickBooks, barbara.

I appreciate you refreshing the connection between your financial institution and QuickBooks Online (QBO). Since another error message occurs, can you share the name of your bank account? This way, I'll be able to determine what triggers this.

In the meantime, let's perform a manual download to get all the latest available transactions within the previous 90 days. Here's how:

Go to Transactions and select Bank transactions.
Choose the account that encounters the error messages. Then, click Update.
If prompted, enter your Multi-Factor Authentication (MFA) credentials and hit Continue update. Enter the info within 2 minutes of being prompted.

If the issue persists, the problem could be on the bank's end. To verify this, sign in to their website:

Go to your bank website.
If unsure what URL to use, find it by going to Bank transactions, then hit Link account. Locate your bank, click it, and copy the listed URL.
Once done, sign in to your account.

If you can sign in, follow the instructions below:

Review your account for messages, notifications, or alerts.
Look for any display issues as you navigate the website. These can block QuickBooks from downloading new transactions.
Check for any announcements about new security requirements.

Once done, update your account again if everything looks good.

In case none of these fixes the problem, perform Step 3 in this article: What to do if you can't download transactions in QBO.

Finally, I've added an article to help you review downloaded bank data and ensure you added them to the correct categories: Categorize online bank transactions in QBO.

You can always keep me posted if you have other banking-related concerns. I'm ready to help and provide additional assistance.

B

barbara.eastman.Author

Thanks, CharleneMaeF.

We are using TDBank - both a checking account and a credit card account. I looked for messages, security alerts, etc. in TDBank online, and there are no issues reported.

Another weird anomaly: When the credit card is disconnected, but the checking isn't and I update both (which is the only option), the the card gets connected but the checking gets disconnected, and vice versa.

This has been happening every since the new QB sync was implemented.

Please let me know what else can be done.

Thanks,

Barbara

K

KayePe

QuickBooks Team

Thank you for providing additional information regarding your disconnected bank account in QuickBooks Online (QBO), Barbara. Let us route you to the support that can assist you with this.

We understand the problem you're experiencing with your bank account in QBO. If you have already followed the suggestion provided by my colleague but the issue persists, we recommend reaching out to our support team for assistance. Our team has the expertise and tools to investigate the issue and identify the root cause. They will work with you to find a solution to the problem.

To contact them, here's how:

In your QuickBooks, click Help (?).
Select either of these tabs:

Assistant tab and select Talk to a human.
Search tab and click on Contact Us to connect with a support expert.

On the other hand, I'll leave these articles as an additional guide when matching bank and credit card statements in QBO:

You can comment below for other questions about your bank accounts in QBO. We're always ready to help you. Have a good one.

katelynner

Answer

Community Manager