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Level 1

Payment record does not appear when trying to match during a bank reconciliation

Hello,

 

I'm trying to do a bank reconciliation and I have a customer that made a payment with two transfers. The payment record was already manually entered, so during the reconciliation I am just trying to match the records. The problem is that the payment record does not appear in the items list.

 

Please refer to the two tables in the screenshot attached. The table on the left is an extract from the customer's activity history, which shows three payments: January 29, February 5 and February 10.  The table on the right shows the list of transactions to match. These have been filtered to show only payment records for the specific customer, BUT the February 5 record is missing. I checked the bank register and the payment record was not previously matched. 

 

I have tried to reach out to QBO support several times to address the matter, but the issue still isn't resolved. Can somebody please help me? 

4 Comments
Level 1

Payment record does not appear when trying to match during a bank reconciliation

Screenshot attached here.

QuickBooks Team

Payment record does not appear when trying to match during a bank reconciliation

Hello telgammal, 

 

Making sure your transactions match is a good way to keep your books tidy. QuickBooks is a hassle-free program that's designed to assist you with the accounting side of your business. I'll be happy to give you a hand so you can complete your reconciliation. 

 

If the transactions are missing, don't worry, there are places where you can check and I'll show you. First, it would be good to confirm that they're in the account by selecting Go to Register on the Banking page. 

 

If you find them in the register, the next step would be to verify that they're not matched to another downloaded transaction or have been reconciled. There will be two Green squares in the Reconcile status column if they've been matched. Additionally, an will signify that it's reconciled. Both of these will prevent a transaction from being able to be matched. Here's a screenshot for visual reference:

 

 

For information on this, please see the following article: Match and categorize bank transactions in QuickBooks Online.

 

In case these transactions are in the register and don't have anything preventing them from being matched, I suggest clearing the cache of your browser. Doing this helps by fixing most issues the site may be having. Here's an article which shows you how to do that: How to clear Cache and Cookies.

 

Let me know if this info helps. I'll be here in case you need anything else. 

Level 1

Payment record does not appear when trying to match during a bank reconciliation

Hi James,

 

Thank you for the helpful tips, but unfortunately I still could not solve the problem. 

 

Let me explain the situation a little more, which may shed some light into why the payment is not showing up during the reconciliation. We entered a single payment of $40, but the customer actually paid in two transfers $35 + $5. Is it possible that QBO automatically filters out payment records that have a higher value in the bank reconciliation? In general, is it not possible to reconcile two line items in the bank reconciliation to a single payment record?

QuickBooks Team

Payment record does not appear when trying to match during a bank reconciliation

Hi there. Glad to hear back from you. I hope you had a restful weekend. It's vital you get the support you need with this and I recommend contacting our support team using the details below: 

  • Phone: Call us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.
  • Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose to Get a callback or Start a Chat
  • Social MediaFacebookTwitter, and Instagram.

One of our representatives will be happy to share your screen and help you get back on track ASAP. Feel free to ask other questions. I'm here to help.