Frequently Asked Questions

How do I troubleshoot a Bank Connection?

Bank Connections allow you to add bank accounts to import Expenses automatically into your FreshBooks account. Once you have bank accounts connected, maintaining them is important to ensure your Expenses continue to import smoothly. You can find useful steps for checking on your connections below.

Looking to connect a bank first? Check out the steps here.

 

Bank Not Found

If your bank is not listed on the list of available banks to connect, it may not be available for connecting. You can submit a request to have your bank added by filling out this survey below. The more people request the same bank to be added, the greater the chance of the bank being added.

 
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In the meantime, you can always use the Import from a file option to manually add in your bank accounts’ Expenses with a CSV file.

Browser & Captcha Issues

If you’re being taken back to the beginning of the captcha test/I am not a robot test, or you’re unable to edit your connected banks’ settings, you may need to clear your browser’s cookies and cache. You can use the steps below for your browser:

We also recommend trying in Incognito Mode (or a similar private browsing mode).
 

Login Credentials

If you’ve updated your online banking login, you’ll also need to update it inside the Bank Connections area as well. Use these steps:

  1. Click on your avatar/initials in the top left corner
  2. Click on Bank Connections
  3. Click on the Edit link next to your bank account.Refresh or edit links.

You’ll then be taken to the login page for your online bank account, where you can re-enter your new credentials.

Refresh

Depending on your bank, most Bank Connections refresh every 24 hours (through a queue). If you find that Expenses are missing or you’d like to force a new refresh, you can use these steps:

  1. Click on your avatar/initials in the top left corner
  2. Click on Bank Connections
  3. Click on the Refresh link next to your bank account, and it will start refreshing.Refresh link.

Renaming Accounts (Nicknames)

Nicknames can be set up to help you distinguish between bank accounts, so you know which transaction came from which account. The option to rename accounts can be done during the initial set up process, or afterwards. Steps to edit your account names are as follows:

  1. Click on your avatar/initials in the top left corner
  2. Click on Bank Connections
  3. Click on the Edit link next to your bank account
  4. If your login credentials haven’t changed, click Update
  5. Answer any security/verification questions until all have been answered correctly and press Next
  6. Wait for all your accounts to finish loading (all spinning icons disappear)
  7. Once all accounts have finished loading, click on the Remove or rename account link next to the account you want to rename
  8. In the Nickname field, enter the new name of the account
  9. Click on Save Changes
  10. Your account’s new nickname will appear in (brackets) next to the name. When you’re done, click on the X in the top corner to exit and finish. The nickname will now replace the original name of the account in your Bank Connections.

Security & Verification Methods

Some banks have stricter security than others by employing stronger verification methods to set up Bank Connections with third-party software like FreshBooks. If your bank is currently employing these verification methods, we recommend working with your bank to use a different method if possible:

  • One Time Passwords (OTP) or Two Factor Authentication (2FA) - this will require you to re-enter the OTP or 2FA to bring in new Expenses every time
  • Image Verification - we recommend using a different verification if this is currently in use
  • Repeated Verification - some banks may require you to input your security/verification details regularly until all questions and answers have been stored

FAQs

I tried to add a new bank, but I didn’t see the option to choose how far back to pull expenses?

This can happen if you don’t stay on the Bank Connections page for 10+ minutes after connecting a bank. This will automatically bring in all Expenses as far back as the integration can go with your bank (30-90 days).

If Expenses have already been imported, you can go to the Expenses section and delete the unwanted imported Expenses.


How do I disconnect my bank?

Note that disconnecting a bank will not remove expenses that have already been imported in for that account. To disconnect, follow these steps:

  1. Click on your avatar/initials in the top left corner
  2. Click on Bank Connections
  3. Click on the bank itself to show the connected accounts
  4. Next to the account you want to delete, click on the Remove link.Remove link.

If you're trying to re-add this bank, there is a chance of duplicate Expenses being imported in again upon connection. We recommend checking your Expenses section afterwards to delete any duplicates that appear.

 

Looking for more information on your Bank Connections? Go here instead. 
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