American Express not importing all card holders transactions

Hello @gail315,

All transactions downloaded into your credit card account depends on the data shared successfully by your financial institution. You're on the right track in manually uploading them for keeping up a record in your account in QuickBooks.

Below are some instances which can be the reason why your credit card accounts won't update automatically:

• If there's a minor or major update in your bank or credit card information 
• An update on your bank or credit card's website
• Changes in your Online Banking Login credentials
• Bank or credit card outage and other scheduled maintenance

With this, I'd recommend contacting the Technical Support of your financial institution. From there, a specialist can help you map your credit card accounts accordingly so your transactions will be downloaded correctly.

For the steps in organizing your online transactions and keeping with the accuracy of your credit card account balance, consider reading this helpful article for reference: Categorize and match online bank transactions in QuickBooks Online.

If there's anything else that I can help you with, please let me know in the comments below. I'll be here to lend a hand.

Okay so you’re saying the problem is with American Express and I should contact them.  It’s American Expresses fault that QuickBooks is not downloading the transactions from  the American Express Brilliant card account of the additional cardholders. 

I know how you want for the American Express brilliant account to download transactions, gail315.

QuickBooks Online (QBO) automatically downloads transactions when you connect your bank or credit account. Since your other American Express is working fine, while the other bank account isn't, I recommend contacting our support team so they can help you check on what's going on with the other account. They have the tools to pull up your QBO account in a secure environment.

Here's how to reach them: 

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
   • Start a chat with a support expert.
   • Get a callback from the next available expert.

You'll also want to review your bank and credit card statements to make sure they match. Please read this article for more information and reference: Reconcile An Account In QuickBooks Online. 

Feel free to let us know if you have any additional questions. Remember, we're always right here to help you.

I have been dealing with this problem for about a year now with my American Express Bonvoy card.  I think most everyone is having the same problem with the transactions made by additional card holders not showing in quickbooks online even though it clearly shows on the transaction history when you log into American express.  I have tried multiple times to contact support and nobody understands.  You are doing the right thing by manually downloading them.  Hopefully things will change at some point.  Previously we had no issue with transactions downloading even though they were made by other card holders on the account.

We are also experiencing this with several clients.  The primary card holder will download but not the additional authorized users.  We have to manually import.  This changed about a year ago and we suddenly started seeing it happen with all QBO clients.

The work around is to manually import the missing transactions.  I agree that whenever I call support, the support team does not seem to be aware of the issue and there is no solution in site.\

This is a huge issue and has added bookkeeping time for some clients.  Now that Intuit is offering bookkeeping, I am surprised they are not interested in helping fix. 

Intuit - please make this a priority and get with AMEX to fix.

This is not the impression we want you to experience when using the Bank Feeds feature, Cherokeecpa.

This is an ongoing issue where American Express not importing all cardholders' transactions though they get the Receive Authorization Successful message. Rest assured our engineers are working together for the permanent fix of this issue. In the meantime, we can manually upload the missing transactions into QuickBooks Online (QBO). 

Once done, please reach out to our Customer Support Team to add you and your client as one of the affected users of this issue. They'll pull up your account in a secure environment and send you an email notification once there's an update on this one. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how to reach them: 

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

Feel free to visit our Banking page for more insights about managing your bank account. 

The Community will always have your back if you need a hand with running your business in QBO. Assistance is just one click away. You have a good one. 

Same problem and both Amex and QBO seem unwilling to help, it is VERY frustrating.

I found the solution to this issue, here are the steps:
1. Delete the bank connection in QBO
2. Re add the connection, but this time select "American Express Credit Card(US)- Parent Accounts" as the name of the bank.
3. Select the primary cardholders account.

Thats it!

Woohoo!

Did not work for me. Very frustrating.

I'd also feel frustrated when faced with serious issues like this, @infoT.

I want to make it up to you by making sure this gets resolved as soon as possible.

Since the above steps didn't fix your online banking issue (American Express), I recommend getting in touch with our support team. They can investigate further why you're unable to download your transactions or even escalate this one if needed.

To get our live support, please follow the steps outlined by my colleague @RCV above. Just make sure to contact them within the business hours so they can assist you promptly.

For now, I recommend manually importing your entries into QuickBooks.

When you're all up and running again, you can start categorizing and matching your transactions. This process helps make sure you're putting them into the right accounts and prevent any duplicates.

For good practice, you can reconcile your account to ensure your QuickBooks records matches with that of your bank statement.

I'm still around to help you if you have more banking concerns or any QuickBooks-related. Just comment back below so I can assist you further.

Same issue here. Been having since 2019 and some how QuickBooks can’t seem to find a fix or has zero idea what’s causing it. So annoying such a large company can’t figure out the problem. Never had issue for years. 

Hi there, @aeratliff.

I know how how much you want for all the Amex card to download transactions. And I want this hurdle to be resolve as solve as soon as possible.

Before I route you to our Customer Care Support team, I'll share some details on why some cards won't download the transactions.

• If there's a minor or major update in your bank or credit card information 
• An update on your bank or credit card's website
• Changes in your Online Banking Login credentials
• Bank or credit card outage and other scheduled maintenance

Here's how to reach our support line:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose to Get a callback or Start a chat.

This way, they can pull up your account and check for available errors with the online banking connection that causes this hurdle. If they find one, they can either share steps or resolve it with their tools.

Additionally, you can check this banking guide for more insights on how to manage your online banking transactions in QuickBooks.

Fill me in your comments if you have other concerns. I'm always here to help. Stay safe and well!

@aeratliff 

If your bank supports SlickConnect, explore the trial period of it to isolate the issue.

https://www.moneythumb.com/?ref=110

Hello! 

I've reconnected multiple Amex accounts with this issue now for my QBO clients. 

Disconnect the credit card in the chart of accounts, then re-link the account in bank feeds.

Look for "American Express Credit Card(US)- Parent Accounts" as the bank to connect to. 

It has occasionally taken a couple attempts to get it to connect, but it has worked for 10+ clients for me. 

Hope that helps!

that just worked for me - thanks for this!

This worked for me but QBO requests two separate chart of accounts for each card but my Amex statement is all together, how do we reconcile? 

Let me join the thread and offer my help, FabianaT.

You can make the other account a sub-account. This way, transactions are still downloaded to it and are part of the statement when reconciling the parent account. Here's how:

1. Go to your Chart of Accounts and look for the account that will be changed to a sub-account.
2. Click the drop-down list beside View register and select Edit. 
3. Check the box for Is sub-account, then look for the parent account in the drop-down list.
4. Click Save and close. 

You can take a look at this article for additional details about this: About Bank or Credit Card Subaccount Setup.

Feel free to save these articles just in case you might them when working with your banking transactions in QBO:

• Unmatch Downloaded Bank Transactions or Move Them to Another Account
• Undo or Remove Transactions From Reconciliations in QuickBooks Online

As always, you can reach out to us again if you need anything else when working on the software.  We're always here to help and make sure everything is working fine. 

JenoP unfortunately that’s not the solution for the American Express brilliant card or any that have one bank statement account number with multiple account name holders.  As you suggested, creating sub-accounts makes it impossible to reconcile one account number bank statement which has multiple account name card holders. 

This has been a problem for several years and has never been fixed. Yet, the American Express business card has the same one account number with multiple names account holders and that works fine.

Both cards have the same concept (One account number  with several account holder names) but the American Express business card works and the American Express brilliant card doesn’t work with QuickBooks.

FIXED!! to have transactions import for all additional users for American Express including main account.  Each user has a user name and password.  You will need to know this information so you can merge the accounts. 

1.  Go to chart of accounts.  Create a new credit card account.  You might want to call it "Amex Parent Account".  It will ask you the balance.  Go to your main account and enter the balance for todays date. (you will not want to link this account you just created in the banking page)

2.  After you create the parent account, find the original Amex credit card account that was importing in QuickBooks originally and edit that account.  Under where it shows sub account check that box and select the parent account that you created above.

3.  Go back to your main banking page.  Link a new account.  You will want to link the additional users amex credentials.  After it links the account go back to chart of accounts and edit the account and select sub account as the parent account.  You will then see the main account on your banking page and it will bring in all the transactions.  If you have more users, you will need to do this for each user account.  You may want to import the transactions manually for the main user before you do this so you have all the transactions in there from previous dates but this works!!  If you balance if off in the parent account, you could always journal that balance to fix it by selecting the new button and selecting "Journal Entry".  Hope this helps!!

The reconcile does not work. That’s the problem. Importing to separate sub categories makes it so you can’t do the reconcile. 

This is an issue with the American Express Brilliant card. The American Express Business card does not have this problem. 

Thanks for letting us know that you have already tried the steps provided in this thread, gail315.
 

I want to make sure you'll get the support you need for the issue.

I understand the importance of the transactions coming from your AMEX into our QuickBooks system. Since I value what works best for your business, I recommend giving us a call.

One of our Phone Support Representatives will take care of you and make sure you'll get the information you need with the bank connection.

Please reach them through these steps:
 

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose to Get a callback or Start a chat.
    

In addition, you also have an option to manually upload the bank transactions. This is very helpful and applicable especially if there are missing transactions or if the bank won't download them.

I've added this link if you need assistance with reconciling your account: Reconcile an account in QuickBooks Online.

I'm only a post away if you need more help with banking concerns. It's always my pleasure to help you out again.

Hi,

This does not work.  QBO gives me an error message: 

Hello there, FabianaT.

I’m here to clarify things out about the parent account and sub-accounts.

The most common way to set up a bank account or credit card account with multiple cards associated with it is to create a parent account and then have each individual card set up underneath as a subaccount. Then, if you connect these accounts, and the transactions download to one account, connect only the parent account. If the transactions download to the individual accounts, connect the subaccounts and not the parent account. You're unable to connect both a parent account and its subaccounts. If you try to connect both, you’ll get a message that the account is already connected.

I've got this bank or credit card subaccount setup article that you can read for more details. You can also visit our banking and bank feeds page for future reference.

You can leave a comment anytime if you have other questions and concerns. The Community is always here for you. 

Catherine_B Unfortunately, your method doesn't work when it comes to the reconciling.  Parent/Sub Accounts.

The problem is on the AMERICAN EXPRESS BRILLIANT personal card.  The AMERICAN EXPRESS BUSINESS card works with a normal (checking, savings, credit card types) account setup, no sub-account. 

Both cards have ONE account number with multiple card holder names.  Only the MAIN card holder on the AMERICAN EXPRESS BRILLIANT personal card gets downloaded.  But on the AMERICAN EXPRESS BUSINESS card ALL card holders get downloaded.  This is a problem that QBO should be able to fix.  All they have to do is use the SAME download method for both the Business and Brilliant Personal American Express cards.

When using the AMERICAN EXPRESS BUSINESS card on QBO no sub-accounts are used.  It works great and all card holder names that share the same one account number get downloaded.

SOLUTION: QBO Please fix the American Express Brilliant personal card to download the same way that you have the American Express Business card.