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Bank transactions are duplicates, missing or wrong or bank balance not updating

Here's what to do if your downloaded bank transactions are duplicates, missing or wrong.

Duplicate transactions

Occasionally, you may encounter duplicate downloaded transactions from your financial institution. To resolve the issue, you need to:

First, compare two transactions to verify they are duplicates.

  1. From the left menu, select Banking, then Banking.
  2. Choose the appropriate account.
  3. Go to the For Review, In QuickBooks or Excluded tab and select a transaction.
  4. View each transaction and take note of details such as dates, amounts, descriptions, bank descriptions, etc. Repeat these steps for the other transaction until you are certain you have duplicates.

Then, exclude or delete duplicate transactions

Missing transactions

If you are missing transactions after a banking download, the first thing you need to check is how your Bank Register (Account history) is filtered.

  1. From the left menu, select Accounting then Chart of Accounts.
  2. Select the bank account in question.
  3. Under ACTION column, select View register/Account history.
  4. On the top left of the register, select the Date column, the arrow will point downward indicating it is sorted in descending order.
  5. Select the Funnel Icon, then from Reconcile Status drop-down, choose All.
  6. Select Apply.

You also need to remember the following:

  • Some banks and credit card companies don't post transactions for download until later in the day or the next morning.
  • Many times you're able to see the transaction on the bank's website but they won't be downloaded until they post.
  • If the missing transactions are the most recent ones, wait at least 24 hours in case your bank doesn't make them available immediately.

To get the most current view of your data:

  1. From the left menu, select Banking, then Banking.
  2. Choose the bank account then select Update.
  3. When the new update completes, check again for the missing transactions.

Sometimes you may think a transaction is missing but it's just been mismatched. If you need more help with adding matching your transactions, see Add and match downloaded banking transactions.

Note for US Customers who use PNC Bank: PNC Bank's site, Cash Flow Insight, has been known to stop banking transaction downloads into QuickBooks Online. To disable:

  1. Log into PNC Banks' website.
  2. Look for the gear icon in the top right corner (note - gear icon may have changed - assist customer to search PNC's site if they are unable to find it).
  3. Uncheck all of the boxes.
  4. Select Save.

Following these steps will allow the transactions from PNC Bank to once again automatically download into QuickBooks Online.

If none of these scenarios seem to resolve your issue, contact QuickBooks Online support for further troubleshooting. Before you do, we request that you take a minute to evaluate your problem and look for any patterns.

  • Is every deposit missing or is it only the transactions made at the ATM?
  • Is it everything from one day or every third Tuesday?
  • Is it a specific type of transaction (withdrawals, deposits, transfers)?

Also, provide to us the specific dates, amounts, and payees of the missing transactions.

Transactions are wrong

Sometimes when performing a WebConnect, it's possible to download transactions from the wrong bank account. Since there's no error for this you normally will not notice an issue until you see strange transactions in your For Review section or the Bank Register.

Note: After you've done a successful WebConnect download to an account, the system will warn you if you try to download a file from a different bank into that account.

There's no way to take out all these transactions at once, so you'll need to remove the erroneous information one transaction at a time. The easiest way to do this is through the register. For detailed steps, see Unmatch and delete downloaded transactions.