Credit Card Balance Discrepancy

peter-halpenny · ‎May 15, 2024

Hello,

I hope someone can help with a problem I am seeing whereby credit card 'Bank Balances' are displaying incorrectly in QBO in certain circumstances. I ran a simple test to help illustrate the problem, as described below (please refer to images in the attached file).

Image 1 shows the correct credit card balance as displayed in the AMEX online portal. It is a negative (credit) balance meaning the card issuer owes the cardholder.

Image 2 shows the same credit card account twice on the Bank Transactions screen in QBO. The first instance 'Credit Card (Linked)' was connected to the AMEX account using the Link account feature. The second instance 'Credit Card (Unlinked)' was created using the Upload from file feature. The file uploaded was a .qbo file. After linking/importing, all transactions were categorized and the both accounts were reconciled.

Image 3 shows the 2 credit card accounts in the Chart of Accounts.

Questions:

Why is the bank balance of the 'Credit Card (Unlinked)' account on the Bank Transactions screen different than the actual balance as shown in the AMEX portal (e.g $1.40 vs -$1.40)?
Why are the bank balances of the 2 accounts as shown on the Bank Transactions screen different (e.g -$1.40 vs $1.40)?
Why are the bank balances for both accounts as shown in the Chart of Accounts different than the actual balance as shown in the AMEX portal (e.g $1.40 vs -$1.40)?
Why is the bank balance of the 'Credit Card (Linked)' account in the Chart of Accounts different than the bank balance shown on the Bank Transactions screen (e.g $1.40 vs -$1.40)?

Thanks in advance for any ideas on this.

JamesM4 · ‎May 15, 2024

Hi there,

Welcome back to the Community. It's vital you get the help you need with QuickBooks. Rest assured, I'll be happy to steer you in the right direction so you're on the right direction with achieving your goals.

Based on what you've shared above, I see you benefiting more by contacting our support team outside of the Community. This ensures that your account info remains private and secure. A specialist will also be able to share your screen and help you further with this. You can reach out to our support team by dialing 1-855-253-1536. To find out more about our hours and other contact methods, please follow this link here: Contact QuickBooks Online Support.

Feel free to keep me posted on how you make out. I'll be here.

peter-halpenny · ‎May 15, 2024

Thanks for your message James. My question does not contain any sensitive information at all so I don't understand why it is not appropriate for the Community? Did you look at the details of the issue I described in my post? I spent quite a bit of time with your Support staff yesterday with no resolution which is why I thought I would put it out to the community.

JamesM4 · ‎May 16, 2024

I hear you on this. Having a live screenshare session helps with getting to the bottom of the issue in a timely manner and securely. This helps get to a resolution and in a timely manner and securely. Feel free to ask other questions.

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Credit Card Balance Discrepancy