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Highlighted
Level 2

Encoding problem during bank statement import

Hello,

I see an issue with encoding after importing my bank statement. In the list of transactions I see "????" whenever in transaction details everything seems to be fine. It seems like because of that bank rules do not work correctly. Could you please help me to fix that issue.

Thanks,
Alexey.

Solved
Best answer October 17, 2018

Best Answers
Highlighted
QuickBooks Team

Encoding problem during bank statement import

Thanks for clearing things up, Alexey.

I tried re-creating a new CSV file with the sample transactions you shared, and re-import it in my test company file (both in Russian and US versions). Upon checking the For Review section of the Banking page, the Description column indeed shows multiple question mark characters.   


Since the Russian description will show correctly in the Bank Details and Memo fields, it’s possible that the program is unable to capture these characters only from the Description/Transaction Details column.  With this, we would need to have it investigated by our product engineers to identify what’s causing this behavior to occur in that specific column.


You can still be able to add these transactions though in the In QuickBooks tab section. The Description column may show the question marks in the Banking page, but they should show correctly in your Bank account’s register.


To double-check:

  1. Go to Accounting, then select Chart of Accounts.
  2. Locate the Bank account where the transactions are added to.
  3. Click Check Account History (see screenshot below).

Additionally, you should still be able to match your downloaded transactions to the existing ones. Please note that the program will match them based on the dates and amounts.


Here’s an article for more information:


Add and match downloaded banking transactions


I’d recommend contacting us about this. One of our banking specialists can create an investigation case for your situation so our product engineers can start looking at it. I’ll do the same thing from my side to make sure we’re hitting them through both employee and customer channels.


To reach us:

  1. Go to this link: https://help.quickbooks.intuit.com/en/contact
  2. Select Working with Your Bank.
  3. Choose Downloading Transactions.
  4. Scroll down, then click the Send Email button under Email Us.

Let me know if you have additional questions. I’m here anytime.

 

image.png

 

View solution in original post

8 Comments
Highlighted
QuickBooks Team

Encoding problem during bank statement import

Hello Alexey,


Thanks for visiting the Community again. Let’s get these bank imported transactions sorted out for you.


I checked if we have ongoing issues about this, and currently there are none. Additionally, the bank rules you’ve created shouldn’t cause the special characters on the bank details field to occur upon importing.


Please note that the program will automatically recognize and categorize the bank entries once a rule will be applied to them. Thus, a green indicator will show in the Category or Match column.


It’s possible that there are damaged component on the downloaded file which causes the special characters to show. To fix this, you need to exclude the impacted transactions.


Then, re- upload the file via Webconnect to bring those same transactions over with the correct description/details.


Here’s how to exclude the transactions:

 

  1. From the left menu, select Banking then Banking.
  2. In the For Review tab, put a check mark on the transactions you want to exclude.
  3. When done, go to the Batch actions drop-down and choose Exclude Selected.

To re-download through Webconnect:

  1. From the left menu, select Banking then Banking.
  2. Choose File upload from the drop-down menu on the upper right.
  3. Select Browse and pick the file you saved in Step 1, then Next.
  4. From the QuickBooks account drop-down, select the account you want to upload the bank data to, then click Next.
  5. Click Let's go!.

I have here an article you can bookmark for future reference:


Upload more than 90 days of bank transactions in QuickBooks Online


That’s it! You should now see the correct Bank Details moving forward.


Don’t hesitate to let me know on how things go. I’ll keep an eye on your response.

Highlighted
Level 2

Encoding problem during bank statement import

Hi Viven,

Thanks for the reply. I think I mixed up two problems. I'll dig into bank rules as per your recommendation. At the moment let's concentrate on encoding issue only. Could you please take a look to the screenshot I attached. There you can see that transaction name is shown as "????" instead of actual characters (in Russian language). Do you have any ideas how I can fix that?

Thanks,

Alexey.

Highlighted
QuickBooks Team

Encoding problem during bank statement import

Thanks for your response, Alexey.


I double-checked the screenshot you’ve attached just in case I missed something on my first look. Compared to what I’m seeing here when I replicated this in my company file, my imported bank transactions work just how they should.


Have you tried the steps I presented above? Those should help fix issues, specifically transaction name/details showing special characters, when importing transactions into QuickBooks Online.


You need to first exclude the impacted transactions, like the one on your screenshot. Then, re-upload the file via Webconnect to bring those same transactions over with the correct description/details.


To Exclude:

  1. From the left menu, select Banking then Banking.
  2. In the For Review tab, put a check mark on the transactions you want to exclude.
  3. When done, go to the Batch actions drop-down and choose Exclude Selected.

To re-import:

  1. From the left menu, select Banking then Banking.
  2. Choose File upload from the drop-down menu on the upper right.
  3. Select Browse and pick the file you saved in Step 1, then Next.
  4. From the QuickBooks account drop-down, select the account you want to upload the bank data to, then click Next.
  5. Click Let's go!.

You should be able to import your transactions after re-doing the process. If in case special characters keep replacing the transaction name/bank details, please contact us. One of our email specialists can securely access your account and see what's causing this to happen.

 

Here's how to reach us:

  1. Go to this link: https://help.quickbooks.intuit.com/en/contact
  2. Select Working with Your Bank.
  3. Choose Downloading Transactions.
  4. Scroll down, then click the Send Email button under Email Us.

Don't hesitate to update me on how things go. I'll be around.

Highlighted
Level 2

Encoding problem during bank statement import

Vivien,

 

my imported bank transactions work just as how they should.

That's just because you do not have transactions with description in Russian language :smileyhappy:

 

It does not make sense to me to exclude that transaction because all my transactions have description in Russian language. The description is shown incorrectly in the list of transactions and that's a purely encoding issue in the application because the description is shown correctly in transaction details. Please, check the same screenshot with additional highlights.

Could you please pass the screenshot to your dev team for review.

Thanks,
Alexey.

Highlighted
Level 2

Encoding problem during bank statement import

Here is a sample csv file with a few rows. It contains date, amount and descriptions columns only.

 

UPDATE:
Looks like it is impossible to attach CSV file, so here is the content:
"Дата транзакции","Сумма в валюте счета","Назначение платежа"
"30.09.2018","595,24","Начисление процентов на остаток по счету"
"24.09.2018",29,"Комиссия за внешний банковский перевод"
"01.09.2018",198,"Плата за предоставление услуги SMS-банк"
"01.09.2018",1990,"Плата за обслуживание счета"
Just copy it, paste into a new text file and save the file with ".csv" extension.

Highlighted
QuickBooks Team

Encoding problem during bank statement import

Thanks for clearing things up, Alexey.

I tried re-creating a new CSV file with the sample transactions you shared, and re-import it in my test company file (both in Russian and US versions). Upon checking the For Review section of the Banking page, the Description column indeed shows multiple question mark characters.   


Since the Russian description will show correctly in the Bank Details and Memo fields, it’s possible that the program is unable to capture these characters only from the Description/Transaction Details column.  With this, we would need to have it investigated by our product engineers to identify what’s causing this behavior to occur in that specific column.


You can still be able to add these transactions though in the In QuickBooks tab section. The Description column may show the question marks in the Banking page, but they should show correctly in your Bank account’s register.


To double-check:

  1. Go to Accounting, then select Chart of Accounts.
  2. Locate the Bank account where the transactions are added to.
  3. Click Check Account History (see screenshot below).

Additionally, you should still be able to match your downloaded transactions to the existing ones. Please note that the program will match them based on the dates and amounts.


Here’s an article for more information:


Add and match downloaded banking transactions


I’d recommend contacting us about this. One of our banking specialists can create an investigation case for your situation so our product engineers can start looking at it. I’ll do the same thing from my side to make sure we’re hitting them through both employee and customer channels.


To reach us:

  1. Go to this link: https://help.quickbooks.intuit.com/en/contact
  2. Select Working with Your Bank.
  3. Choose Downloading Transactions.
  4. Scroll down, then click the Send Email button under Email Us.

Let me know if you have additional questions. I’m here anytime.

 

image.png

 

View solution in original post

Highlighted
Level 1

Encoding problem during bank statement import

Hello! I'd like to revoke this thread since it seems the encoding problem has never been solved.

I've paid for quickbooks for it's multi currency functionality, but I find it difficult to get value from the product if it's not able to display my to be imported transactions correctly. Are there any plans to fix the issue?

Highlighted
Anonymous
Not applicable

Encoding problem during bank statement import

Hello there, kot_bajun.

 

This is an old post, so there could've been a closed investigation for this. For now, I’d recommend contacting the phone support team so they can launch another research. Once they’ve open an investigation, our engineers will then work to fix the issue as soon as possible. 


Here’s how to reach them:

  1. In QuickBooks, click Help at the top. 
  2. Select Contact us. 
  3. Type in your concern about imported transactions. 
  4. Click Continue. 
  5. Select Get a callback. 

If you’re unable to match these transactions to the ones you have in QuickBooks (due to the characters), you can exclude them instead. This would be fine since the transactions are already in the system.

 

For those transactions that are not yet in QuickBooks, you might consider entering them manually. You can do this workaround temporarily while waiting for the fix.

 

Visit us again if you have other concerns or if you need anything else. 
 

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