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Level 1

American Express - new card issued

I have been using bank feeds to download my Amex transactions without issue for the past few years.  My card was recently compromised (primary card on my login), so I was issued a new one from Amex.  Since then, when I tried to connect to my Amex account through bank feeds, it did not recognize my login.  I created a new bank feed to Amex, which is working fine, but I am missing transactions when it downloads.  And they're not only on my card, they're on other employee cards as well.  The missing transactions seem to be random.  Any advice on how to remedy?

1 Comment
QuickBooks Team

American Express - new card issued

Hello there, elainasmith.


Good to see you here in QuickBooks Community. I'd be happy to help you retrieve the missing transactions from your register and download to QuickBooks Online (QBO).


The first thing to do is to confirm that these transactions are posted in your bank account since the transaction downloaded to QBO is dependent on the data provided by your bank's website.


Right after, you'll need to manually update your bank account to bring in the transactions to QBO. If in case you still can't see them in the register, we'll need to download the missing bank transaction manually from bank's website and import them into QuickBooks using WebConnect.


To learn more about WebConnect, you can check this article: How to upload more than 90 days of bank transactions.


If you need further assistance with the steps, I encourage you to contact our QuickBooks Online Support Team. They have additional tools to pull up your account and do a remote session. 


Here's how you can contact our phone support: 

  1. Go to: Get help with QuickBooks Online.
  2. Click the contact us link.
  3. Click the Search for something else tab, and type-in Customer Support.
  4. Scroll-down, and click the Get Phone Number

This will help you get moving forward today. Please keep me posted on how things go, I'll be here if you need more help retrieving the missing transactions. 

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