I'm trying to reconcile but QuickBooks online has combined 2 deposits into 1. One of the deposits is NOT showing up when I try to reconcile. Need help!

Hello there, @smile5. I'm here to ensure you're able to categorize your deposit transactions and reconcile your account in QuickBooks Online (QBO).

The reconciliation process is a way of making sure that your transactions in QuickBooks match your real-life bank account. Before this, you'll have to make sure all your online banking transactions are categorized and match with the existing entries in QBO. With this, let's go to the Banking page and utilized the Find match feature to match the deposit to the two existing entries. Let me guide you how.

1. Go to the Banking menu.
2. Select the tile for the account you want to review.
3. Go to the For review tab, then find and select the downloaded deposit transaction to open its details.
4. Click the Find other matches button.
5. On the Match transactions page, find and select the boxes of the two deposit entries.
6. Click Save.

I've attached a screenshot below that shows the first four steps.

In case you're referring to your QuickBooks Payments account's deposit transactions that are grouped differently, you can refer to this article on how to fix them: Fix QuickBooks Payment deposits that don't match your bank statement.

After categorizing, you're now ready to reconcile your account. I'd recommend doing this process every month. This is to effectively monitor your income, expenses, and the growth of your business. For the step-by-step guide, you can check out this article: Reconcile an account in QuickBooks Online. It also includes details about reviewing and editing past and completed reconciliations.

Please know that I'm just around if you have other concerns or follow-up banking and/or reconciliation inquiries. Wishing you and your business continued success. Take care always.

Thank you so much for your response. However, The issue is when I go to reconcile Total Business Checking account I am not seeing the deposit of $957.47. The customer name and the amount are not there. The amount of $957.47 is showing as paid on their invoice. When I go to Deposits from QuickBooks Payments I can see that there are 2 transactions that posted as 1 deposit. However, I can NOT see the $957.47 amount in my Bank Register though. So it's NOT viewable when I reconcile OR in my Bank Register. I am befuddled. 

I appreciate you for getting back to us, smile5.

Let's run some troubleshooting steps to identify why the deposits are not in your account.

To start with, let's open QuickBooks in a private window. It is the best place to isolate any browser-related issues. You can use these keyboard shortcuts to open one:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Shift + N

If it works, you can go back to a regular browser and clear the cache. A piled cache can also be the reason for some unexpected behavior on the opened pages.

You can also switch to a different browser like Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Once categorized, you're good to reconcile the account.

Let me know how these troubleshooting steps work on your end. Keep safe!

I'm not using a browser. It's the stand-alone Windows 10 desktop version.

I'm joining this thread to share more details about reconciliation, smile5.

When your client pays you via QuickBooks Payments, the invoice will be marked as paid. The payment will be deposited to the Undeposited Funds account unless you change where to record them. Then, you'll need to create a bank deposit from Undeposited Funds to the checking account.

Additionally, we can edit the deposit transaction to match the bank statement. You can follow these steps:

1. Select the combined deposit to expand it and click Edit.
2. From the Deposit window, go to the QuickBooks Payments section.
3. Uncheck the other payment transaction to remove it from the deposit.
4. Tap Save.

You can find the detailed steps through this link: Fix QuickBooks Payment deposits that don't match your bank statement.

Please comment again here if you need more help. Wishing you all the best!

Thank you so much for trying to help. Where exactly do I go to "Locate the merged deposit transaction"? Do I go to Accounting>Chart of Accounts> TOTAL BUS CHK>View register OR is it in my Asset Register? The 2 clients that QB combined are Jacob Thate and Sarah Otte. Jacob Thate only has an increase. There is NO decrease. I've spent over 3hrs trying to solve this problem so I can reconcile and pay my State Taxes before Jan 1. 

Is this what you are trying to get me to do? If so I tried it. I can't find them merged. https://www.youtube.com/watch?v=PfPU9FRrF-c

I think I might have a technical issue but now QB wants to charge me $50 a month to speak to someone. uggg. 

Hello, smile5. 

Thank you for the screenshot you've provided, smile5. We can locate the merge transaction under Accounting, then choose Chart of account and select the bank account, and locate the merge deposit transaction from there, you can click edit and unchecked the payment transaction to remove it from the deposit. 

However, if you were still unable to locate the merge transaction, I recommend reaching out to our customer support team. This way, one of our representatives can pull up your account and identify the transaction. 

Here's how to contact our support team: 

1. Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. Tap Contact us.   
6. Choose either: 

• Post a question   
• Message an agent   
• Get a callback   

To ensure you get prioritize on your concern. Please check out our support hours and contact us at a time convenient: ​​​​​​Support hours and types.    

For more detailed information about locating the merge transaction, you can refer to this article: Fix QuickBooks Payment deposits that don't match your bank statement. 

Let me know if you have additional questions. I'm just a post away. Have great day!