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OL–393: QuickBooks and your financial institution cannot exchange data

Usually, this error means that the account information in QuickBooks is out of sync with the information at your financial institution. As a result, QuickBooks and your financial institution cannot communicate properly.

This can happen when:

  • Online services have not been added to the account in QuickBooks properly.

  • Some of the account's logon information has been changed in QuickBooks but not at your financial institution.

    Before you can add online banking or online vendor payment to a QuickBooks account, you need information from your financial institution.

    You need a:

    • Customer ID.

      A unique-to-you credential that you use, along with a password or PIN, to log in to your financial institution.

      They may ask you to use your account number, bank card number, Social Security number, Federal Tax ID, other piece of identification, or a special code as your Customer ID.

      They may call it a Customer ID, Online ID, Internet ID, User Name, Logon Name, or something similar.

    • password or PIN. (Some financial institutions require more than one.)

    If you are using DirectConnect, and depending on your financial institution, you may also need some or all of these:

    • Account number.

      This is the number that your financial institution gives to your account when they create it. It appears on your banking statements.

      If you have checks for the account, you can usually use one to find your account number.

      If you cannot find it, contact your financial institution for this information.

    • Routing number.

      Financial institutions are identified by a unique nine-digit number called the routing number. It is used to send checks and electronic transactions to the right place for processing.

      You can usually find the routing number from a check, if you have them for the account.

      If you cannot find it, contact your financial institution for this information.

    • Account type.

      In QuickBooks, a few account types represent several account types at your financial institution.

      Account type at financial institution

      Account type in QuickBooks

      checking

      bank

      savings

      bank

      money market

      bank

      line of credit

      bank

      credit card

      credit card

      line of credit

      other current liability

      To set up a direct connection between your financial institution and QuickBooks, you need to know how the financial institution classifies your account, not how QuickBooks does. Example

      For example, a line of credit from your financial institution will be set up as an Other Current Liability account in QuickBooks.

      The Account Type for the online service is Line of Credit since your financial institution uses that classification.

      If you're not sure how your financial institution classifies your account, contact them for this information.

    Important: You cannot add online services to a QuickBooks account until you have received all of the information your financial institution requires. It allows you to access your account(s) through the financial institution's computers.

    You will likely get your logon information by mail a few weeks after you activate online service, but you may also receive it by phone or in person. Often, your password or PIN is mailed separately. If you do not receive everything you need, contact your financial institution.

    How can I tell if I have WebConnect or DirectConnect?

    For online banking, financial institutions allow QuickBooks to connect to their computers in two ways:

    • Always through a Web browser (WebConnect). More

      With WebConnect, you visit the financial institution's Web site to download electronic statements.

      After you set up your account, you can:

      • Use QuickBooks to access your financial institution's Web site.

      • Manually download electronic statements from the Web site and then import them into QuickBooks.

      or

    • Directly, without having to use a Web browser (DirectConnect). More

      With DirectConnect, QuickBooks downloads electronic statements directly from the financial institution's servers, without using a Web browser.

      After you set up your account, you can:

      • Use QuickBooks to securely download electronic statements.

      • Use other types of online services with the account, if your financial institution supports them. These services may include online vendor payment, online transfers between accounts, and e-mail to the financial institution.

    Your financial institution should tell you which method you will use in the information package that contains your Customer ID, password, and other logon information.

  • Your QuickBooks account is set up for online bill payments, but your financial institution does not support this service.

To correct the problem, check the logon information for the account. It should exactly match what the financial institution sent you for QuickBooks online banking.

To do this task

  1. Open the Online Services tab of the account to check.

    1. Click Home.

    2. Click Chart of Accounts in the Company section. Open the Chart of Accounts window

    3. Single-click the account to change.

    4. Click the Account button at the bottom of the Chart of Accounts and then click Edit Account.

    5. Click the Online Services tab.

  2. Check that the name of the financial institution where you have the account is correct.

  3. Check that the:

    • Routing number (if available) has no dashes and exactly matches what the financial institution sent you to use with QuickBooks.

      Financial institutions are identified by a unique nine-digit number called the routing number. It is used to send checks and electronic transactions to the right place for processing.

      You can usually find the routing number from a check, if you have them for the account.

      If you cannot find it, contact your financial institution for this information.

    • Account number (if available) has no dashes and exactly matches what the financial institution sent you to use with QuickBooks.

      This is the number that your financial institution gives to your account when they create it. It appears on your banking statements.

      If you have checks for the account, you can usually use one to find your account number.

      If you cannot find it, contact your financial institution for this information.

    • Account type (if available) shows how your financial institution classifies the account.

      In QuickBooks, a few account types represent several account types at your financial institution.

      Account type at financial institution

      Account type in QuickBooks

      checking

      bank

      savings

      bank

      money market

      bank

      line of credit

      bank

      credit card

      credit card

      line of credit

      other current liability

      To set up a direct connection between your financial institution and QuickBooks, you need to know how the financial institution classifies your account, not how QuickBooks does. Example

      For example, a line of credit from your financial institution will be set up as an Other Current Liability account in QuickBooks.

      The Account Type for the online service is Line of Credit since your financial institution uses that classification.

      If you're not sure how your financial institution classifies your account, contact them for this information.

    • Customer ID exactly matches what the financial institution sent you to use with QuickBooks.

      A unique-to-you credential that you use, along with a password or PIN, to log in to your financial institution.

      They may ask you to use your account number, bank card number, Social Security number, Federal Tax ID, other piece of identification, or a special code as your Customer ID.

      They may call it a Customer ID, Online ID, Internet ID, User Name, Logon Name, or something similar.

    Correct any problems you find.

    Note: If you are not sure what information should appear here, contact your financial institution.

  4. In the bottom section of the Online Services tab, confirm that:

    • All online services you want to use with this QuickBooks account are selected.

    • Online services you don't want to use are cleared.

  5. Click Save & Close to close the Edit Account window.

You may also get this error if a problem in your company file causes QuickBooks to send information to the financial institution twice. If the logon information is correct and you still cannot connect to your financial institution, contact Go online QuickBooks Technical Support.

See Also

KB ID# H_OLB_ERR_OFX_SYNC_INVALID_TOKEN
11/26/2014 10:21:31 PM
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