Hi there, lisa149.

If you already performed the recommended solutions provided by 

ChristineJoieR, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. To do this, here's how:

1. Go to the Help (?) menu.
2. Select the Search tab.
3. Click the Contact Us button.
4. Enter a brief description of your concern in the What can we help you with? field.
5. Select Continue.
6. Choose the Chat with us option to connect with our experts.

When everything is all set, you might want to review these handy resources to organise your transactions seamlessly:

• Categorise and match online bank transactions in QuickBooks Online
• Reconcile an account in QuickBooks Online

I've also added here a great article that contains a lot of information on managing your banking and other future tasks: ZA QuickBooks Help Articles.

You can always reach back out if you have other questions or concerns about connecting your online banking. I'm happy to lend a helping hand. Take care.