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Why does QuickBooks send my bank verification code to the wrong phone number, and how do I fix it?

Forum|Forum|2 years ago
October 16, 2023
6 replies
63 views

Quickbooks wants me to verify my info with my bank to reconnect to it for downloading data. The phone number that it wants to send the verification code to is not my number. Bank says it is not them generating the contact info and all my contact info with Quickbooks and the bank is correct.

QuickBooks Online

Best answer by Emma_P

This happens because QuickBooks sends the verification code to whatever phone number is saved in your bank connection, not the number your bank actually has on file. The fix is different depending on where you're seeing it: your regular bank feed, or your payroll bank account.

Fix a wrong verification number on a bank feed in QuickBooks Online

Error 185 means your bank wants extra proof it's really you before it lets QuickBooks connect. If the number QuickBooks is sending that code to isn't yours, your saved sign-in info is out of date, even if your contact details with the bank and QuickBooks look correct everywhere else.

Here's how to update it:

Go to All apps, then Accounting, then Bank transactions.
Select the account card for the bank account you're working on. If you don't see the card, select the dropdown next to the account and choose Show account cards.
Select Edit, then Edit sign-in info.
Enter your updated bank information.
Select Save and connect.

If you're still getting sent to the wrong number after that, try a manual update first (All apps > Accounting > Bank transactions > Update) from a private or incognito browser window, since a cached sign-in can sometimes cause this. It's also worth checking your bank's own website for any outage or security notice, since some verification issues start on the bank's end and clear up on their own within a day or two.

Update your payroll admin's phone number in QuickBooks Online Payroll

If the wrong number is showing up when you try to change your payroll bank account instead, it's usually because the phone numbers on file belong to a principal officer who's no longer with the company, and no one transferred that role before they left.

If you're already the Primary Admin and Company Admin, you can update the principal officer info directly:

Go to Settings, then Payroll settings.
Under Bank accounts, select Manage payroll principal officer information.
Select Edit to change the principal officer info.
Choose the reason for the change from the dropdown.
Update the info and select Save. QuickBooks sends a verification code to confirm the change, and once you verify it, the update takes effect right away.

If the previous principal officer's phone number has changed or they're no longer available to verify the change themselves, you won't be able to update their info directly. In that case, you'll need to go through Intuit's Business Change Request process to have yourself named the new primary admin or contact.

You'll need a government-issued ID and, depending on your business type, a document like articles of organization or a corporate bylaws document that shows you're authorized to take over. Submit the Business Change Request form, and Intuit will review it and follow up by email.

Have more questions about reconnecting a bank account or updating your payroll admin? Ask away below.

Resources

J

Jelayca V

QuickBooks Team

Hello there, @UASPITT.

Let me help you in updating your information to ensure that you can receive codes in QuickBooks and proceed without any issues.

If you encounter Error 185, it means that your bank requires additional information from you after you enter your login credentials. This suggests that your financial institution has implemented extra security measures, such as a security question or a one-time passcode, that you need to provide to proceed.

For you to proceed and receive the code, you need to update your bank information in QuickBooks. Here's how you can do it:

1. Go to Transactions.

2. Click Bank Transactions.

3. Select the tile for the bank account. Then, select the Edit icon.

4. Select Edit sign-in info.

5. Update your information as needed.

You can refer to this article in case you encounter other banking error: What to do if you get a bank error or can't download transactions in QuickBooks Online.

Please don't hesitate to contact us if you have any more QuickBooks-related concerns. Our top priority is your satisfaction and success. Take care and stay safe!

L

linda951346

I am trying to link our online payroll module to our new checking account. I can get into the payroll module, select the new account, and click save. The payroll module then wants to send a verification code to either of two phone numbers stored in the payroll module. Neither of these phone numbers is a valid number.

The previous principal of the payroll module failed to assign a new principal when he left - about 4 years ago.

How should I proceed?

K

Kurt_M

QuickBooks Team

Thanks for joining the thread, Linda.

We can see the urgency of this matter, and we want to ensure we're providing the information you need to get through this and change your company's payroll bank account inside QuickBooks Online (QBO). If you still have contact with the previous principal officer, you'll want to ask them to transfer their access to the new primary officer so you can proceed and change the payroll bank account.

In case you don't have contact with the previous primary admin, we recommend sending a request to our account protection team to verify your information and set you up to be the new principal officer. For more details, you can check this page: Request to be the primary admin or contact.

Once it's done, proceed to change the payroll bank account inside the company file. We'd recommend checking this article for further guidelines: Change your payroll bank account.

In addition, you can check these articles to help you manage paychecks, add pay history, and ensure you data stays accurate inside the program:

Linda, we're only a click away if you have any additional concerns or questions related to QuickBooks. Please don't hesitate to visit us anytime or comment below so we can get back to you right away. Take care!

Emma_P

Answer

Community Manager

This happens because QuickBooks sends the verification code to whatever phone number is saved in your bank connection, not the number your bank actually has on file. The fix is different depending on where you're seeing it: your regular bank feed, or your payroll bank account.

Fix a wrong verification number on a bank feed in QuickBooks Online

Error 185 means your bank wants extra proof it's really you before it lets QuickBooks connect. If the number QuickBooks is sending that code to isn't yours, your saved sign-in info is out of date, even if your contact details with the bank and QuickBooks look correct everywhere else.

Here's how to update it:

Go to All apps, then Accounting, then Bank transactions.
Select the account card for the bank account you're working on. If you don't see the card, select the dropdown next to the account and choose Show account cards.
Select Edit, then Edit sign-in info.
Enter your updated bank information.
Select Save and connect.

If you're still getting sent to the wrong number after that, try a manual update first (All apps > Accounting > Bank transactions > Update) from a private or incognito browser window, since a cached sign-in can sometimes cause this. It's also worth checking your bank's own website for any outage or security notice, since some verification issues start on the bank's end and clear up on their own within a day or two.

Update your payroll admin's phone number in QuickBooks Online Payroll

If the wrong number is showing up when you try to change your payroll bank account instead, it's usually because the phone numbers on file belong to a principal officer who's no longer with the company, and no one transferred that role before they left.

If you're already the Primary Admin and Company Admin, you can update the principal officer info directly:

Go to Settings, then Payroll settings.
Under Bank accounts, select Manage payroll principal officer information.
Select Edit to change the principal officer info.
Choose the reason for the change from the dropdown.
Update the info and select Save. QuickBooks sends a verification code to confirm the change, and once you verify it, the update takes effect right away.

If the previous principal officer's phone number has changed or they're no longer available to verify the change themselves, you won't be able to update their info directly. In that case, you'll need to go through Intuit's Business Change Request process to have yourself named the new primary admin or contact.

You'll need a government-issued ID and, depending on your business type, a document like articles of organization or a corporate bylaws document that shows you're authorized to take over. Submit the Business Change Request form, and Intuit will review it and follow up by email.

Have more questions about reconnecting a bank account or updating your payroll admin? Ask away below.

Resources

Fix a wrong verification number on a bank feed in QuickBooks Online

Update your payroll admin's phone number in QuickBooks Online Payroll

Fix a wrong verification number on a bank feed in QuickBooks Online

Update your payroll admin's phone number in QuickBooks Online Payroll

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