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fred-haynes
June 23, 2022
Question

Cleared/Reconciled Flag in Register Not correct

  • June 23, 2022
  • 3 replies
  • 38 views

i continue to see transactions that have cleared the credit card account, have a matching transaction, but are shown as NOT CLEARED in the Register. Multiple examples across multiple accounts.  As best as I can tell it seems that this is happening after a reconciliation has occurred.  Unless I'm missing something this is a big problem.  I've tried reporting now at least a couple of times but have gotten nowhere.  Somebody needs to look at this at QBO and i'm getting nowhere.

3 replies

F
fred-haynesAuthor
June 23, 2022

A little more information.  It seems that during the reconciliation process this flag is automatically set to C if there is a cleared date on the transaction.  The issue is that at the end of the reconciliation process it sets any unreconciled transactions to blank/uncleared.  Even though they have been cleared.  This means there is NO WAY to report on transactions that have not cleared yet.  The field Cleared Date is not available to filter on in any reports I can find.  This is a key capability to verify that that all the transactions entered are correct.  For instance I enter all my bank deposits as an extract from my POS system.  These then are matched/cleared in banking.  If any do not match after I accept all the matches, I need to investigate and figure out why the POS system says a deposit happened but the account does not.  I can't do this any more.  This is a big problem.  Again I've tried raising the issue through support  but have gotten nowhere.  Really disappointing.

MichelleBh
MichelleBh
Level 8
June 23, 2022

I'll help you resolve the Cleared status issue in QuickBooks, @fred-haynes. Thanks for sharing complete details of the problem.

 

I'm determined to improve your impression of our Customer Care team. I want to stop this from happening to you. This way, your books will be consistently accurate. 

 

I'd recommend running the Audit Log report. This way, we can verify if there are any transaction status changes. 

 

Do the following: 

 

  1. Go to the Gear icon and choose Audit log. 
  2. Click the Filter drop-down, then select User and Date in the box. 
  3. Check appropriate Events in the list. 
  4. Hit Apply. 
  5. Review the data. 

 

 

For more guidance, click this link: Use the audit log in QBO.
 

If there aren't any changes, let's do basic troubleshooting. By doing this, we can verify if this is a browser-related issue.

 

 Use the hotkeys below:

  • Ctrl + Shift + N (Google Chrome)
  • Ctrl + Shift + P (Firefox)
  •  Control + Option + P (Safari)
  •  Ctrl + Shift + P (Microsoft Edge)

 

Once logged in, review the transaction again. If it's fixed, please return to your regular browser and press the CTRL+ Shift and Delete keys on the keyboard to clear the cache.

 

But if the issue persists, I'd highly recommend communicating with our Customer Care team again. I know you've already called in, but they are the only ones who can screen share to further investigate your account in a secure place. Make sure to call them within business hours for a swift response. Check out this article to get the direct chat or phone number and their availability, too: QuickBooks Online Support.

 

Furthermore, visit these articles below on how to manage your registry and fix some reconciliation errors in QuickBooks: 

 

 

Just hit back in this thread. I'll be here if you need further help with your banking transactions. Take care always.

F
fred-haynesAuthor
June 24, 2022

thanks @MichelleBh. Had already looked at the audit log.  It is being changed indirectly by my userid.  The only thing I did was start a reconciliation and then not save it.  So it seems clear to me that the flag is now getting set to blank on any unreconciled transactions when a reconciliation is completed.  Meaning the flag for CLR is useless at that point and there is no access given to the cleared date field that I can find.  Then when you start a new reconciliation on an account the CLR flag is set to C for any transactions that have cleared the bank - I assume by using the date filed or some other internal mechanism that users have no access to.  So as it stands now if you are reconciling accounts you cannot depend on the CLR flag to give you a status.  In my view this is a BIG issue and related to recent changes to the system.  But I can't get anyone to pay any attention.  I will "raise" a ticket again but there has to be a better way to report bugs/issues.  This stinks.

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