Linked bank accounts do not ignore declined transactions

Thank you for adding a screenshot, stefanistrate.

I’m here to help and get you back in working order. 

I got some steps we can perform to get around this issue. Let me show you how.

To start, we’ll need to figure out where the failed payment is in your QuickBooks Online (QBO) account:

1. Go to the + New menu.
2. Select Bank deposit or Record bank deposit.
3. Review the QuickBooks Payments section.
4. Look for the payment on the list. If you see it, it isn't deposited yet. If you don't, it is deposited.

Then create a service item to track the rejected payment: 

1. Go to the Gear icon.
2. Select Products and Services.
3. Click New and then Service.
4. Enter the name and needed details.
5. If the bank deposit is already deposited, select the bank account you deposited into for the income account. 
6. Click Save and close.

Once done, create a new invoice. For the complete details about the process, you can also check this article for reference: Handle a rejected or failed bank transfer payment.

If there's anything else you need help with, I'm just a post away.

Thanks for reply, @Adrian_A. I'm not sure if my initial message was clear enough, but I was talking about a failed transaction for an expense, not for a service. In this case my own bank account didn't have enough funds, so the transaction was declined, but QB still imported it. What's the recommended process to record it in this case?

Ștefan

I’m having the same issue

Its making Quickbooks un-usable for me as well

Ive reported this to support but I’m also getting ignored and being told that it is an issue with Monzo

when you can clearly see in the json data Quickbooks should be filtering this

Did you ever find a solution? 
It’s very frustrating 

Kr,

Ed

This is a nonsense answer .

This is a workaround that does not solve the issue of declined transactions appearing in the bank feed.

No users want this. It makes the whole product horrible for anyone who uses Monzo, which a hell of a lot do.

We want this fixed properly and declined transactions to be filtered from the banking feed.

This is easily done as each transaction line is marked as declined within the bank feed data which is evidenced above.

Can we have a real fix for this issue please.

There's an in-progress report about connecting Monzo Business Bank to QuickBooks, @Ed. I've got a workaround for you so you can still continue working with your transactions.

I understand how important it is to automatically import your transactions to QuickBooks Online. Since there's an issue, let's manually add transactions via a CSV file. With this, it needs to be in a three-column or four-column arrangement.

Here's how:

1. Sign in to your bank's website.
2. Follow the instructions on how to download your transactions as a CSV file.
3. Once downloaded, navigate to the Gear icon in your QuickBooks account.
4. Select Import data and choose Bank data.
5. Follow the onscreen steps under Manually upload your transactions.
6. Review the column headers and data, then click Continue.

See this article for a step-by-step guide to manually importing transactions from your bank or credit card into the program: Manually upload transactions into QuickBooks Online.

Feel free to check out these pointers that will help you with matching and reconciling transactions moving forward:

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

I've got you covered if you have questions about your QuickBooks transaction. Use the Reply option below and leave a comment so that I can get back to you. Take care always.

This issue is still happening in QBSE (more than a year after the original post in this thread).

Last week I had a contactless payment declined - it required Chip & PIN entry.

My Bank shows that the transaction was declined - and shows NO payment Amount in £ on this transaction - only that the transaction was declined. 

The Chip & PIN payment then went through successfully - my bank shows this as a transaction with payment amount in £ as usual.

However - QBSE has pulled both transactions in & added a payment amount for the declined transaction!

QBSE did NOT get this amount from the bank - why has QBSE added a payment amount for a transaction that did not happen in the bank account and has no financial figure attached to it in the bank account?

This is very poor accounting for an accounting software - and could lead to customers being accused of fraud for adding transactions into their accounts that did not occur in their banks.

Please fix this as soon as possible to protect your customers! Please don't just tell customers to deal with this manually - we are paying for accounting software so that we don't have to do this manually.

This issue appears to have been ignored for the last year - please don't ignore it - it is a serious error in your software that needs fixing quickly.

This isn't the kind of situation we want you to experience with your Online banking, JSSE.

I’ll take note of this feedback and raise this concern with our team. Your voice is important to us to ensure we give our users the quality service they deserve. To better isolate this issue, I suggest contacting our Customer Support Team. They have the tools to pull up your account in a secure environment and investigate what's causing the transactions to be added to your account that did not occur in the banks. Here's how to reach them: 

1. Choose the Assistant button.
2. Enter "talk to a human", then select the enter icon.
3. Select the options till you are prompted to choose a way to connect.
4. Click Message an agent to start a conversation with a support expert.

Our live support is available M-F, 8 AM to 8 PM, and Saturday/Sunday, 8 AM to 6 PM.

Afterward, we can categorise the transactions you download from your financial institution. Lastly, we can automatically classify your recurring transactions by creating bank rules, which is handy if you have regular transactions with the same customers or suppliers. Plus, you can even apply this to past transactions. 

If you require additional assistance with reconciling your bank accounts or other QuickBooks-related, please do not hesitate to leave a comment. I am always available to lend a helping hand.

Hi RCV,

Thanks for your reply.

I appreciate your message that "This isn't the kind of situation we want you to experience with your Online banking, JSSE."

And yet it appears that this has been an ongoing issue for over a year judging by the posts above in this thread.

(read the messages above mine on this page).

Surely this could/should have been resolved by now if you don't want customers to experience this.

You suggest using the Assistant button - the Assistant button has not worked for at least 6 months. Please try this yourself.

After over a year of this being a known issue by Quickbooks, can nobody from Quickbooks offer a better solution than advising customers to use an Assistant that does not work because it has been disabled - by Quickbooks?

You are putting your customers at risk of having false transactions in their accounts due to this issue with your software - this could lead to Fraud charges against your customers due to your software.

Will Quickbooks take responsibility for the position that they are putting their customers in? Will Quickbooks cover any fines etc that customers may face due to this false and inaccurate accounting?

This is not due to the bank - the bank shows the declined transaction as £0. Only Quickbooks is assigning a financial figure to the declined transaction - therefore accounting for it twice - generating a false & incorrect expenditure which would not be acceptable by HMRC!

Please fix this as soon as possible!

No response in a week.

Quickbooks software is creating false transactions in customers accounts that are not being sent from bank accounts whenever a card transaction is declined.

Does nobody from QuickBooks have better advice than to direct customers to the Assistant which QuickBooks has disabled and does not function?

I understand that you are facing difficulties speaking to our team about transactions not being sent from bank accounts whenever a card transaction is declined, Jesse.

Let me show you how to reach our live support team through a different method by utilizing the Help feature. As mentioned by my colleague, this requires accessing your account in a secure environment and investigating the reason behind the transactions that have been added to your account but did not occur in the banks.

Furthermore, ensure using a supported web browser to access your QBSE account before contacting them to guarantee a smoother experience and help maintain security.

Here's how to contact them by using the Help button:

1. Click the Help button at the top right corner of your screen.
2. Tap the Contact Us tab. 
3. State a keyword or phrase according to the issue you're facing, then click on Continue. 
4. Choose how to contact our QuickBooks Self-Employed team:

• Via a Callback, where they’ll save you a spot and call you back.
• Via Chat, start a chat with our support.

Know that our live support is available weekdays from 8 AM to 8 PM and weekends from 8 AM to 6 PM.

Once your transactions are ready, you can categorize your transactions in your QBSE account. You can follow the guidelines in this article on organizing your transactions: Categorise transactions in QuickBooks Self-Employed.

If you need additional assistance moderating your transactions or other QBSE-related inquiries, leave a comment below. I'll be sure to address them as soon as I can.

Hello Irene R,

No, you have completely misunderstood what I have written.

The issue is that QuickBooks is ADDING transactions that DID NOT OCCUR - they were declined. The bank feed has these without any financial figure £0 but Quickbooks is assigning a financial figure to the transaction. 

These are false and inaccurate accounts - not acceptable by any accountant or by HMRC - putting your customers at risk of fraudulent accounting - fraudulent transactions which are being generated by Quickbooks.

This is a very serious issue!

Please take the time to read what customers are writing here before responding with unhelpful advice.

Please fix this issue!

I am shocked at the lack of response from QuickBooks - do you really have no solution to this issue?

Do QuickBooks not care that their software is creating false transactions and putting their customers at risk in this way?

I hear your sentiments, @JSSE, and understand how important it is to receive timely and effective support when needed. We value your business and are committed to providing the best possible service.

As I've read your concern very carefully, I see that you're having trouble with the payment amount added for a declined transaction in QuickBooks Self-Employed (QBSE) that didn't happen in your bank account. May I know the name of your bank so we can check if there are any issues related to it?

Please know that QuickBooks is reliant on the information provided by your bank. Since there's no financial record of the payment added to the bank account, I recommend excluding the transaction in QBSE if you don't need it in your account as they are a failed transaction. Doing so will simply remove the transaction from your tax calculations or financial reports. Here's how:
 

1. Open your QBSE account.
2. Select the Transactions menu and tick the box for the transaction you want to exclude.
3. From there, click the Exclude icon and hit Apply.
   
   
    

Refer to this article for more information: Exclude or delete transactions in QuickBooks Self-Employed.

Moreover, I'm adding this article to help you manage your transactions in QuickBooks: Categorise transactions in QuickBooks Self-Employed

I'll be around if you need further assistance with managing your transactions in QuickBooks. Just leave a reply below. 

Hello Nicole_N,

Thanks. The bank is Monzo.

The issue is not with the bank - the bank shows £0 for the declined transaction. Only Quickbooks is adding a figure to the transaction.

I understand that I can exclude the transaction - but this would be a temporary workaround - it does not fix or resolve the issue.

It is concerning that this was exactly the same suggestion given to the first post on this page from December 17, 2022 - and yet QuickBooks has still not fixed this issue.

Please fix it - Quickbooks should not add transactions that have no financial figure attached to them in the bank feed.

A workaround is not a fix - please fix it so that it does not happen.

Hi JSSE, we appreciate you sharing additional sentiments on this matter. 

Currently, this is the way that we receive the data sent from your bank through the Open Bank API connection, which is shared in a one-way read-only format that we cannot change. 

While we do appreciate the inconvenience, it would technically be from the bank side, to exclude the entry from being produced or shared through the connection. 

The bank shows £0 for the declined transaction. (correctly)

Only Quickbooks is adding a financial figure to the transaction. (incorrectly).

The issue is clearly with the QuickBooks end of things, not with the bank.

Please resolve this.

I recognize the urgency in resolving this issue, @JSSE. Let me route you to the support team that can handle this situation.

Let's contact our customer care team so they can further investigate this concern. They can access your account and walk you through the process.

Here's how: 

1. Go to the Gear Icon.
2. Click Contact Us.
3. Choose a way to connect with us.

• Start a chat with a support expert.
• Get a callback from the next available expert.

Moreover, let me share this article to learn how to upload your bank transactions: Manually upload transactions into QuickBooks Online.

If you still have questions about your bank transactions, don't hesitate to reply on this thread. Have a great day. 

Hello JoanaC & other members of the 'Quickbooks Team' here,

I don't mean this with any disrespect, but can you please explain what your job/role is here? 

So far I have just received unhelpful / unrelated suggestions and am now being told to contact someone else who is employed by Quickbooks with the issue that I contacted you about.

My work is not connected to Quickbooks, and I do not get paid spending my time trying to communicate with you or other Quickbooks representatives to try to fix & repair it - but I seem to spend a lot of time trying to do so, because none of the Quickbooks representatives are doing this.

Can you please do this on my behalf - I have explained the issue to you - so have other Quickbooks customers in this thread - over a year ago!

Please don't just pass the issue back to customers to contact other Quickbooks representatives elsewhere in your company - presumably you are paid by Quickbooks to represent their company and to communicate between customers & company?

Please help your customers by taking some responsibility for that role.

Please tell your 'Support Experts' that customers are having these serious issues with the software that you are all representing.