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Stevemdp
Level 1

Can't Resolve Difference

So I'm following this guide

 

 https://quickbooks.intuit.com/learn-support/en-au/banking/how-to-account-for-bank-fees-when-matching...

 

and have even had support try over screen share and it will just not work it keeps saying

"The selected and downloaded transaction amounts don’t match. To continue, resolve the difference."

 

I get paid from overseas so there are often differences in the invoice and amount and this is useless!!

13 REPLIES 13
EmmaM
QuickBooks Team

Can't Resolve Difference

Hello Stevemdp

 

Having looked at the link that tells you how to record fees,however if you for example have an invoice for a customer but the amount paid comes through with fees removed you would also need to do an additional action on the invoice.In the invoice go to receive payment and change the bank account to undeposited funds.If you then go to bank deposit in the +symbol and then tick the invoice and then do the expense to the fee account in the add funds to this deposit  using the - by the amount for the fee.Then the amount deposited to the bank should match the same amount in the bank feed

 

If you have already done this and it does not if you can reply back onto the Community thread with a screenshot from the bank deposit itself and we will look at this further

 

Thanks

 

Emma

Atif Aslam 0714
Level 1

Can't Resolve Difference

I have the same problem. I rang to support team and the agent said to me that create journal entry for this bank charges. so I have to do 100 journal entries every month because my customer pay me by direct debit every month.  I think he did not know himself or he was must joking.

 

 

RenjolynC
QuickBooks Team

Can't Resolve Difference

Hello there, Atif Aslam 0714,

 

You can follow the instructions provided by EmmaM, or exclude the transaction from the Banking page. Then, manually clear the transaction recorded in QuickBooks.

 

To exclude, here's how:

 

  1. Go to the Banking For Review tab.
  2. Select the transactions by putting a check mark on the boxes and click the Batch actions drop-down menu.
  3. Choose Exclude Selected.

 

Please see this sample screenshot:

 

 

Once done, the transactions will be added to the Excluded tab were you can undo or delete them. Here's an article for reference: Exclude expenses from downloaded bank transactions.

 

For clearing the transaction in the register, you can follow these steps:

 

  1. On the left panel, select Accounting Chart of Accounts.
  2. Click the View register link of the bank account where the check was added.
  3. Find and select the check to show the options. Under the Reconcile (indicated by a check mark) column, click the blank field until you see the letter C. This letter means cleared and the letter is for Reconciled.
  4. Press the Save button after.

 

Here's a sample screenshot:

 

 

 

After the steps above, you can start reconciling your account. I'm also adding these articles that you can bookmark for future reference:

 

I'll be around if there's anything else you need. Thanks.

mortop
Level 1

Can't Resolve Difference

Why does it not work to simply resolve the difference and add the bank fee in the resolve amount? 

Mark_R
QuickBooks Team

Can't Resolve Difference

Hello there, @mortop.

 

As explained by my colleague EmmaM above, when the invoice payment had bank fees, you'll have to add another line item for it on the transactions. This way, it'll match the amount in your bank feed and avoid any discrepancies upon reconciling.

 

To resolve this issue, I suggest following the detailed steps shared by RenjolynC above.

 

If you need assistance with excluding or clearing the transactions, I'd recommend contacting our Phone Support Team. This way, they can help you with this process through screen-share.

 

Just in case you want to manually upload your bank transactions, feel free to check out this article for more guidance: Manually upload transactions into QuickBooks Online.

 

Please know you can continue to reach me here with any additional questions. Thanks for coming to the Community, wishing you continued success.

IB5
Level 1

Can't Resolve Difference

This makes no sense. The resolve difference button must be there for a reason? Why won't it work if i assign a payment to the bank charges expense category? Elsewhere on this site a Quick book employee said on the 2 July 2020 that that was what to do. If their advice is wrong why are you still publishing it?

The other long winded work arounds on here are fudges that do not put the bank charges in the right places. 

JonpriL
Moderator

Can't Resolve Difference

Hello @IB5,

 

Since you're still unable to post a bank charge using resolve difference of a bank transaction, I'd recommend contacting our Customer Care Support. From there, one of our specialists can create a case associated with your account to be submitted to our engineering team for further investigation if needed to do so.

 

With this, here's how you can reach our live support:

  1. Go to Help.
  2. Select Contact Us.
  3. Enter Resolve Difference in the What can we help you with? field.
  4. Click Let's talk.
  5. Choose a channel where you want to get in touch with our live support.

Additionally, you might also want to check out this helpful article to know how to manage your account register and utilize its related functions: Find, review, and edit transactions in account registers.

 

If there's anything else that I can help you with, please let me know in the comments. Stay safe!

zapa2005
Level 1

Can't Resolve Difference

I am sorry but this is really complicated. I do the resolve thing. I add the right amount as Bank fee. And still I get this message. All the explanations provided before are really complicated. I don't want to remove transactions or similar. Just add the £3.00 as bank fee. Screenshot 2020-12-26 at 18.16.52.png Screenshot 2020-12-26 at 18.17.40.png

Rea_M
QuickBooks Team

Can't Resolve Difference

Hello there, @zapa2005.

 

Let's perform some troubleshooting steps to isolate the issue of resolving difference when matching your bank transactions in QuickBooks Online (QBO). There are times that the browser is full of frequently accessed pages thus causing some unusual behavior of the system. You'll have to first log into your QBO account using a private browser (incognito). Here's how:

  • Press Ctrl Shift (Google Chrome)
  • Ctrl Shift (Firefox)
  • Control Option (Safari)

 

Once signed in, go to the Banking page, match your transactions, and then use the resolve difference feature to add the bank fee. If it works, return to your regular browser and clear its cache and cookies. This will refresh the system and remove older data that causes viewing and performance issues. However, if the error message continues, you can use other supported browsers in performing the task.

 

When you're still unable to utilize the resolve difference option, you can either add another line item for bank fees in your invoice or exclude the transaction from the Banking page. Then, manually clear the transaction recorded in QuickBooks. You can refer to the step-by-step guide provided by my colleagues EmmaM and RenjolynC above for your reference.

 

In case you need further assistance in performing the said processes mentioned above, I'd recommend contacting our Customer Care team. They can securely pull up your account and used the screen-share tool to guide you through the steps.

 

Additionally, I'd recommend reconciling your accounts every month. This is to effectively manage your income, expenses, and monitor the growth of your business. You can check out this article for the detailed steps: Reconcile an account in QuickBooks Online. It also includes information about editing completed reconciliations.

 

Please let me know if you have follow-up concerns about matching bank transactions or other inquiries. I'm always here to help. Take care.

zapa2005
Level 1

Can't Resolve Difference

Hello, thanks for coming back to me. I have tried with no luck. So I have added a line of £-3.00 so it matches the income. Though this works only because I am setting up and doing the whole reconciliation with old invoices. I'll see for the future transactions. Thanks 

paulinaMM
Level 1

Can't Resolve Difference

I followed all the steps and I cannot get to reconcile it, it should be easy I used other accounting programs and never got this problem, its anoying.

 

The selected and downloaded transaction amounts don’t match. To continue, resolve the difference.

MichaelOD
Level 2

Can't Resolve Difference

It's been over a year and this is still broken.  Wait, let me clear my cache, yep, it's still broken.

JenoP
QuickBooks Team

Can't Resolve Difference

Thanks for letting us know that you already cleared your cache, MichaelOD.

 

In this case, I would recommend reaching out to our phone or chat support teams. They can take a closer look at the bank transaction and check why you're unable to resolve the difference. 

 

Here's how to reach out to them:

 

  1. Click the Help menu in the upper-right hand corner of your QBO account.
  2. Type in "Talk to a human" in the chatbox, then press Enter.
  3. Select Get help from a human.
  4. Click Chat with us or Have us call you

More details about their contact details are discussed here: QuickBooks Online Support.

 

Let me also share these articles for additional reference when managing your banking transactions in QBO:

 

 

You can always reply to me or join us again here anytime have other questions. We're always here to guide and assist you.

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