Nationwide credit card transactions not showing up

Hello there, Louis Humphreys.

Good to see you here in the Community.

The transactions show in the Bank register depend on what data shares from your actual bank. I suggest contacting your bank to verify the shared data.

QBSE is a cash-based system and it is used for tracking the business income and expenses to estimate the taxes. It doesn't have Chart of Accounts just like what QBO has, which is why we're unable to assign a specific account for your transactions or add another account.

Since has no transactions have come through, I'd suggest to manually import the transactions to keep your transactions up to date. 

1. Go to the Settings icon, and then select Imports.
2. Select Import older transactions on the right for the account you want the transactions to belong to.
3. Follow the instructions onscreen to finish importing your data.
4. Select Import.

To learn more about on connecting your bank account in QuickBooks Self-Employed, please refer to this article for future reference: Connect bank and credit card accounts to QuickBooks Self-Employed.

If you need anything else, please post a comment in Community. We are here to back you up. Have a good one!

Hi,

I have been in touch with Nationwide's open banking department as advised and they have checked all the data feeds from my 3 accounts. They have informed me that the data being shared on my accounts has no restrictions and that all the data needed for Quickbooks is accessible and shared in full and shouldn't be a problem. The data being shared is the same for all 3 of my accounts. Nationwide have advised to get in touch with yourselves as this must be an issue on your side. 

I will attach a screenshot of the data being shared in Nationwide to show everything is working at there.

As per before on banking issues I am told to manually import transactions which defeats the point of having Quickbooks. I need this issue to be resolved ASAP because I have not had a transaction through for a month now. Please can you clarify that Nationwide Credit cards are compatible with Quickbooks ? If anyone else has a Nationwide Credit Card could you share your experience as to whether it is working for you?

Thanks, Louis Humphreys.

Thank you for the response, @Louis Humphreys. 

Yes, QuickBooks Self-Employed (QBSE) supports that bank. Importing your transactions serves as a workaround if you have missing transactions in QBSE.

Since it’s the account that is missing from your QBSE, I suggest reaching out directly to our Customer Support. They have the tools to recover those account to pull up new transactions.

Here’s more information on how to contact QuickBooks Self-Employed Support.

Let me know if there's anything else that I can help you with. Have a wonderful day!

I am on Quickbooks Self-employed so I cannot access any forms of contact be it mobile or chat assistant. Is there a direct UK number I can call? 

Thanks

Hi there, @Louis Humphreys.

The only way to get in touch with our support is to follow the steps in the link provided by my colleague MaryJoyD

You can always get back to us if you have other concerns with your QuickBooks Self-Employed (QBSE). Take care!

Hi,

I couldn't use the assistant because I was signing in and you can only chat to the assistant on the home screen. I will try it out now and update later.

Thanks

Hi Louis

We would be grateful if you can DM us on Twitter or PM us on Facebook with the email address associated with your QuickBooks account to enable us to assist you further.

Hi,

I am currently in contact with Beatriz A who is dealing with the issue through private emails. I have been given a reference number so I think its all in hand, just awaiting a response to my last email.

Louis

Just updating on the issue. I am in contact with a Quickbooks team member who is in contact with Quickbooks Engineers through an open investigation. It appears that everything is ok my side and on my banks side and that the issue is with Quickbooks not automatically pulling through the transactions. A bank refresh was done by the either the Quickbooks team member or the engineers and the missing transactions came through. The latest transactions since then are not coming through so the issue is still ongoing. I will update once I know more, hopefully this will be sorted shortly and I do not have the headache of importing CSV files manually.  

I've been having the same problem on and off. I can get the balance on my Nationwide CC account but individual transactions ceased on 20th Jan 2020 and nothing since despite successfully reconnecting numerous times.  It happened twice last year when it stopped working for 6 weeks - only to update without warning without any apparent reason/action on my part - updating the missing period.

Now getting so frustrated as we have to submit VAT digitally and I'm just a few weeks away from my next one to be submitted without the complete data !

Also noticed a while back that often transactions are missing from the date at which the CC becomes payable date to the date which a new statement is generated - so watch that one folks !!!

Nationwide tell me its Quickbooks and Quickbooks tell me its Nationwide !!!! Pretty sure I'll be switching to Sage at the end of the financial year this is too much like hard work and Quickbooks offer no compensation for the costs I've incurred getting my accountant to help me - and still have the cheek to charge the full subscription ! So FRUSTRATED I COULD SCREAM !!

Hi, thanks for your response. The Quickbooks team member who was helping me failed to get to the bottom of the issue and said the engineers are working on it. Apparently this is now a known problem for all Nationwide credit card customers and yet I was told initially that it wasn't a well known issue.

I suggested that my transactions might come through after the statement each month on roughly the 7th of each month and it turns out this is the case. I haven't checked all of the transactions yet because I kind of gave up on Quickbooks hoping it would be resolved. Looks like this weekend I will be re-loading all my receipts and uploading the CSV files that I wisely downloaded. I will keep using Quickbooks in the hope that somebody sorts this issue out sharpish and that my transactions come through in real time. If any are missing I have no choice but to manually input them but then I am questioning whether or not duplicates may start coming through like they did previously. 

Its been at least two weeks and I haven't heard anything, I feel like I have been left in the dark. Nobody has had the courtesy to update me on the investigation so Im beginning to question whether or not there is even an investigation happening. 

Can any other Nationwide credit card customers comment on this post because Im sure others must be having this issue.

Hello @Louis Humphreys,

We don't want you to feel this inconvenience. I want to let you know that helping you is our priority. I would like to update you that this investigation is still open. We're unable to provide the specific turnaround time as to when this will be resolved.

Rest assured that our engineers are diligently working to resolve this as soon as possible. Please know that you'll receive all available updates about this issue through your email once you've been added to the list of affected users.

In the meantime, you can continue uploading your transaction in a CSV file format as a way around. This way, you can still categorize your online transactions and track them accurately.

Also, I've included this helpful article in case you need some ideas about how you can manage your bank transactions: Banking for QuickBooks Self-Employed.

We appreciate your patience as we're working on this. Please let me know in the comment section down below if you have any other questions.

Hi,

Thanks for your response. I have now been told that the case is closed and all transactions are now coming through in real time as apposed to monthly batches. 

Louis 

Just letting you know that mine is now working, is yours all sorted now?

My Nationwide account appears to be up to date today BUT it still hasn't drawn through any missing entries from January of which there are several significant ones from a VAT return point of view ? Will these ever appear ? I'm now doubting my end of year figures and previous VAT returns (though I do employ an expensive accountant so one would hope that they would have picked up any missing transactions). I can see I will have to spend time either manually rechecking previous statement this myself or pay the accountant (!)... just to satisfy myself that my last year's accounts are indeed correct.

Where is the compensation for all this ? Quickbooks are very backwards in coming forwards - you are quick enough to take our monthly payments with no accountability for a shocking service So Quickbooks I'm asking you now .....where do we apply for a rebate please give details....or are you just going to brush this under the carpet - you have a lot of dissatisfied  customers out there who also want to know.

I will be going through it over the weekend methodically to check for any discrepancies between my statements and Quickbooks. Thanks for the heads up. I completely agree, It is extremely frustrating and will/has cost me so much time but I will have to bite the bullet and sort it unfortunately.