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melissa6
Level 1

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

 
50 Comments 50
BettyJaneB
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello there, @melissa6.

 

I appreciate you trying some steps to get this issue sorted out. Allow me to help you find your missing bank transactions in QuickBooks Online so you can get back on track.

 

If it's your first time to connect your online bank and credit card accounts, QuickBooks Online automatically downloads the last 90 days of transactions. If you don’t see new transactions from your bank, or can’t find ones you already downloaded, we can try to check the transactions under the banking tab.

 

Here's how:

  1. Go to the Banking tab.
  2. Select the blue tile at the top for the bank account you want to review.
  3. Start with the For Review tab. QuickBooks puts successfully downloaded transactions in the For Review tab. These are waiting to be categorized into an account. They won’t show up on reports until you do.
  4. Next, check the In QuickBooks tab. Once you’ve categorized them, downloaded transactions move to the In QuickBooks tab. The Added or Matched column tells you which account a transaction moved to.
  5. Check the Excluded tab.

Transactions you’ve marked as duplicates or personal go to the Excluded tab. These won’t be added to QuickBooks.

 

For complete details about this process, please check out this article: What to do if you can’t find downloaded bank transactions

 

However, if you need more than 90 days of transactions, you can export additional historical transactions from the bank and upload them into your QuickBooks company. To do that, please refer to the steps found in this article: How to upload more than 90 days of bank transactions. 

 

Also, here are some articles some helpful articles about fixing online banking issues for your future reference: Fix online banking errors in QuickBooks Online.

 

If the issue persists, I'd suggest reaching out to your financial institution. This is because QuickBooks is dependent on the information that was transferred from your bank.  

 

Keep me posted if you have any other questions with this concern. I'll make sure to get back to you as soon as I can. Enjoy your weekend!

danjonwig
Level 3

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thank you for your thorough reply. 

 

TL/DR: my questions are:

1. Is there a way to force QBO to freshly download all transactions and match them against existing to find ones it has missed? 

2. Is there some way to cause this feature to run every time QBO downloads transactions? (it's currently missing random ones :/)

3. If not, is there some way I can get an error message of some kind when QBO fails to download a transaction? It's presently failing silently and creating a giant hassle.

 

Details:

 

We are having a rather insidious issue, where random, individual transactions (sometimes in clumps) are not downloading properly; they simply don't appear anywhere. They're not showing up in "excluded", they're simply absent. And, worst of all, there isn't any kind of error showing up; they're just missing. We didn't realize this was happening, and now have a lot of catch-up to do for the last 5 months. 

 

To help debug, I went to our financial institution's website, and downloaded the CSV for all transactions they would give me (last 3 months). The missing transactions we noted *ARE* in that CSV file. So, despite your advice above, at least the human-facing version of their API is serving the transactions.

 

I would like to avoid having to manually figure out which transactions were missed when QBO first downloaded them, and manually uploading the missing ones. I'd also like to permanently fix this, so no more transactions are missed in future. 

 

Please, what debugging tools are available to us to diagnose and correct this problem? Simply telling us to call our financial institution has a rather predictable (unhelpful) result; and, I have demonstrated that the problem is Intuit's, not my bank's (as best can be done using the human-facing API's).

JessT
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thank you for your detailed response, danjonwig.

 

About your first and second questions, we're unable to freshly download or re-download all your transactions while your account is still connected. QuickBooks will just continue to download the ones that are not on the Banking page yet. What we suggest is to click the Update button, which is what you did, to force download them.

 

On question three, there isn't an error message when there are missing transactions since QuickBooks only receives what is sent to us. It doesn't have the capability to access your bank account to see what's in there and to compare them with the downloaded ones.

 

As a QuickBooks provider, we value the time of our clients and we always find ways to help you manage bank transactions with ease. Having said this, I would recommend getting in touch with our Phone or Chat team to check your QuickBooks company thoroughly.

 

  1. Click on Help and select Contact us.
  2. Enter a short description of your concern and click Continue.
  3. Choose from Chat or Request for a callback.

You're always welcome to post more when you have follow-up questions. The team is here to help you.

danjonwig
Level 3

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Jess,

 

its t bad. Obviously, the bank has the functionality to do a complete download, since I did it myself. I’m sorry to hear intuit isn’t using that functionality. Just so I understand, you’re making a call to an API that maintains state? So you’re offloading your state information to the bank? May I ask why? This is an obvious example of where the state information is wrong. If you instead used a stateless call, all of this could be avoided. Thought about filing a bug for your dev team? 

KhimG
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello there, @danjonwig.


Since QBO is a third-party software, information the system receives is all dependent on what your Financial Institution shares with us. Unlike working directly with the bank, every detail you need is provided once the account is verified.


Constant security updates, connectivity issues, and data transmission interruptions are possible reasons behind the unusual behavior. When this happens, I recommend importing the missing transactions using a supported file type.


To know more about the process, check out this article: Upload more than 90 days of bank transactions (WebConnect).


If you keep encountering the same behavior, I recommend getting in touch with Customer Care Team so they can create a case and report the issue. Follow the steps shared above by my colleague to contact phone support.

 

That should get you pointed in the right direction.

 

Let me know how the call goes and if you need anything else. Take care!

danjonwig
Level 3

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

My I recommend instead:

 

i am inferring that your software is using stateful API calls, where you call a function in the bank API like “give me all the transactions you haven’t already given me”. In doing this, you rely on the bank to keep track of what it has sent.

 

At least with my bank, it offers an alternative, stateless API, where you call a function like “give me all the transactions for this account”. It would then be your software that removes duplicates, BUT it would also easily overcome the problem we see here.

 

the present situation, where we have silent failure, is horrible. We now need to pour over bank records to find mistakes created by a situation your software engineers chose to put us in, because they chose to rely on a particular API and offload transaction tracking to someone else. This is roughly the equivalent of a valet handing my car keys to a child,  then blaming them for the damage done to my car. I mean, sure, the kid drove the car into the lamp post; but should you really have created this situation?

 

The dismissive response I’m receiving suggests that one of us doesn’t understand the situation. I’m about to pay my accountant more than $1000 to spend a day looking at every bank account line by line looking for missing transactions, then manually create a .csv file that includes only those (and, yes, we tried uploading a file with all transactions, but your software does no duplication checking). It’s possible there is a much easier way to do this;  an you tell me what it is? 

Anonymous
Not applicable

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello, danjonwig. 

 

The steps provided by my colleagues above are the current workarounds that we have. The option you’ve mention about stateless API is a great alternative to have. Like you, I’m sure that other users would like to have this option as well. 


I’ll make sure to take note of this feature and share this with our developers for future updates. 


Stay around if you have other questions about QuickBooks. 
 

danjonwig
Level 3

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thank you for the information; I'm glad your dev team will get the feedback.

 

I, and I'm sure future readers of the thread, would appreciate advice as to a workflow to identify missing transactions. We are dealing with a corporate credit card here, so there are roughly 200 transactions per month, and we are now going to be looking back over 6 months (1200 transactions). My thought is to:

1. Download the complete set of transactions from my bank

2. Download the complete set of transactions from QBO

3. Use excel to spot the duplicates and compute the non-intersection subset

4. Upload that new set into QBO

 

However, I can't seem to find any mechanism that would allow me to download *all* transactions (not just those I have 'approved') from QBO. The only option seems to be to download 'approved' transactions. That makes this much, much, much harder. So, my questions:

 

1. Does the workflow above sound optimal to you?

2. How do I get the set of all transactions QBO has fetched via the wrong API's on the bank's website, including both those which have been approved and those which have not?

 

Many thanks.

MaryLandT
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Greetings, @danjonwig.

 

Thanks for sharing your idea on how to find duplicate or missing transactions.

 

I'd be glad to provide another workaround where you can download all transactions in QBO.

 

Once you approved transactions on your bank feeds, you can then go to your register and export the data from there.

 

Let me guide you through on how to accomplish this:

  1. From the left menu, click Banking.
  2. On your banking feeds, select the desired bank account.
  3. Click Go to Register on the right side of the page. register1.PNG
  4. Click the Filter icon to filter the desired date range.
  5. Click Applyregister2.PNG
  6. Click the Export to Excel button. register3.PNG

To answer your questions:

  1. Does the workflow above sound optimal to you?
    - I personally would say the workflow above is optimal because for finding duplicate and missing transactions.
  2. How do I get the set of all transactions QBO has fetched via the wrong API's on the bank's website, including both those which have been approved and those which have not?
    - Your register is where you can get all approved/added transactions. And, for the unapproved transactions, you'll have to go through the banking feeds. Then, select the For Review tab and print the list from there.

That will keep you going, @danjonwig.

 

Should you need additional information, please let me know and I'll get back to you with the information you'll need.

danjonwig
Level 3

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thank you. Critically, I can't use this until everything is cleared into the account. Is there a way to make it simply print out every transaction downloaded from the bank?

Charies_M
Moderator

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello there, danjonwig.

 

I appreciate you for getting back. Allow me to help you some more.

 

In QuickBooks Online, we can only print a list of downloaded transactions but not the individual transaction. 

 

If you're trying to print out transactions downloaded from your bank, you can simply click on the print icon from the Banking tab.

 

Here's how:

  1. Go to Banking.
  2. Click For Review.
  3. Click the print icon.

 

That's it. Visit us anytime you need help or if you have further questions with Bank Feeds. I'm always happy to help.

midland34
Level 1

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Wanted to add my 2 cents that the same issue is occurring for me as well. A handful of transactions from end of April 2019 to early May 2019 are missing. Disconnected and reconnected the bank (BOA) account and still not being reflected. Users need to be aware that bank data capture is not 100% (regardless of whether it is a QB or bank issue). Thanks.

JanyRoseB
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hi, @midland34.

 

Thanks for posting your experienced here in the Community. Let me help you retrieve the missing bank transactions into QuickBooks Online (QBO).

 

The transactions downloaded to QuickBooks Online is dependent on the data provided by your bank’s website. To confirm that these transactions are posted in your bank account, you can log into your account on the bank's website and check if you see the transactions.

 

Right after, let's update your bank account to bring in the transactions to QBO. Here's how:

  1. Go to Banking on the left panel.
  2. Click on the Banking link.
  3. Select the account you’re working on.
  4. Next, click on the Update button.

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

 

You can check this article to learn more about the WebConnect feature and the detailed steps: Manually upload transactions into QuickBooks Online.

 

Please let me know how it goes by clicking the Reply button below. I'll be around to help if you have any other questions about downloading bank transactions. Have a good one. 

SL3
Level 2

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

I am having the same problem.  We have been getting our credit card feeds for over a year and now we are missing transactions from three cards on the account. When I received our last statement is when I noticed the missing transactions.  We have 5 cards linked to this one account.  Why after a year would only two cards show up in the feeds?  The card is connected to Quickbooks Online, we disconnected and reconnected.  Spoke directly with the credit card company, their end is all set.  Contacted QBO customer service three times with no resolve.  The last rep we talked to yesterday was clueless and told us we would be contacted by a specialist in 15 minutes.  Still waiting!

GlinetteC
Moderator

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thanks for letting us know about your experience with our phone support, SL3.

 

If you've tried all the troubleshooting steps above and still got the same result, I'd still recommend contacting our phone support team so they can escalate this issue for you.

  1. Select the Help icon at the top right.
  2. Choose Contact us.
  3. Enter missing bank transactions as your topic, then, click Let's talk.
  4. Choose to Get a callback.​

The Community is always here to help.

Rucsak
Level 1

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Same issue here with RBC - Was told by support it was a known bug and engineers were fixing it. No timeline provided, no followup from engineers.

katherinejoyceO
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Great day and welcome to this thread, @Rucsak.

 

I understand where you're coming from. I'd suggest you contact our Customer Care team again and let them know that you're one of the affected user of the INV-35487. That way, they can pull up your data and link your company to the investigation so you'll get a direct notification about its status via email.

 

For your product related questions, get answers, videos, tutorials, and more at the QuickBooks Help . 

 
Feel free to message us again, @Rucsak. Know that you can always count on us here in the Community at any time. 

zara1
Level 2

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello,

 

I have the same issue where the bank feed shows a different date than my bank statement, therefore throwing my reconciliation in a big mess . The customer service agents, were educated and very eager to help, but unfortunately none of us could come up with a remedy.

Hope someone a lot more intelligent than me can give some guidance.

 

Thank you

RaymondJayO
Moderator

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

You've got me here, @zara1

 

I understand how you feel when your concern hasn't fixed yet after contacting our customer service agents. Rest assured I'm here with you to share some steps on how to fix the transaction dates. 

 

QuickBooks depends on what your bank shares with us. With this, I'd suggest logging in to your bank's website to check the transaction dates. 

 

If the dates on the website aren't matched in QuickBooks, you'll need to exclude them. Please take note that you can perform this action in the For Review tab. Let me guide you how. 

  1. Go to Banking from the left menu. 
  2. Choose the For Review tab. 
  3. Select the checkboxes of the transactions to exclude. 
  4. Choose Exclude Selected from the Batch actions drop-down menu. 

For detailed steps, go through this article: Exclude Transactions

 

Once done, you'll have to manually update your bank account. This downloads your transactions with the correct dates. Then,  assign, categorize, and add them to your bank register. 

 

After that, you can reconcile your account and make sure the Ending balance and Ending date are matched with your statement. To learn more about this process, check out this article: Reconcile Accounts

 

The program automatically generates a reconciliation report every time you finish reconciling. This helps you fix any discrepancies when you reconcile on the following month and when you meet with your accountant. For more information, see this article: How Do I View, Print, or Export A Reconciliation Report?.

 

I'm here anytime you have other concerns. Have a great day, @zara1.

Gurdziev
Level 1

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

In my case I also have several transactions from MasterCard (end of April 2019 - beginning of May 2019) that appear in my statement and missing in QB. Will have to add these manually. 

Rose-A
Moderator

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Hello, Gurdziev.

 

You can download and import your transactions using the WebConnect feature. This feature allows you to upload transactions for more than 90 days.

 

Step 1: Pick a date range:

 

  1. In QuickBooks, go to Accounting, then select Chart of Accounts.
  2. Find the bank or credit card account you want to upload more transactions into. Then select View register. 
  3. Scroll to the bottom of the list.
  4. Write down the date of the oldest transaction. In many cases, the oldest transaction is the opening balance.

Step 2: Download transactions from your bank:

 

  1. Sign in to your bank or credit card’s website.
  2. Follow your bank’s instructions for how to download transactions to your computer. Some banks call this WebConnect.

For other recommended steps, check out this article: Manually upload transactions into QuickBooks Online.

 

You might find the following articles helpful about adding and matching transactions in QuickBooks Online: 

 

I'd be here to help you out if you have additional QuickBooks questions.

Jmyer1
Level 2

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Yes! This is happening for me too! Did you ever find a solution?

katherinejoyceO
QuickBooks Team

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Thanks for joining this conversation, @Jmyer1. The banking concern on this forum has already been resolved by our engineers last month. 

 

To clarify, QuickBooks Online is read-only. Thus, we only fetch transaction details as to how your financial institution (FI) sends it to us. For those transactions that are posted inaccurately, I'd suggest you exclude them and import the missing ones. 

 

 Here's how to exclude transactions: 

 

  1. Go to the Banking tab on the left menu. 
  2. On the Banking page, Click the For Review tab.
  3. Mark the checkboxes for the transactions to exclude.
  4. From the Batch actions drop-down, select Exclude Selected.

 

Once done, you can manually upload your transactions. Check out this article: Manually upload transactions into QuickBooks Online for more detailed steps in downloading transactions from your bank and import it in QuickBooks. 

 

Additionally, I'd recommend contacting our Customer Care team. They can help check the connections between QuickBooks and your bank. They can also perform an escalation whenever needed to investigate and resolve the issue. 

 

Feel free to message again if you have more questions. We're always here to guide. 

AnnEllis
Level 2

If my bank feed is inaccurate or missing transactions , how can I fix this. I have already tried to update it and it is not working. Any suggestions ?

Just some advice from a Full Charge Bookkeeper.  I understand the problem you are facing, but one way to catch these omissions is to reconcile the account (bank or credit card) monthly, and you will find the missing transactions immediately.  Yes, you will have to enter them manually, but atleast you won't have months and months to research & try to figure out what's missing.

I would recommend reconciling every month, not only to identify missing transactions, but to identify any charges made that weren't yours, or to find any mistakes made by the financial institutions.  Believe me, they are not perfect either & have been know to make errors. 

Just a suggestion to keep your books accurate & so you know your financial standing at all times. 

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