Matching transactions but the transactions are not clearing,

elui · ‎November 10, 2022

Ive been using quickbooks for several years and always match the transactions the same way but for the past week or so its simply not working a it did before.

I have ACHs coming into the account which are made up of multiple clients monies. Normally i make separate journal entries for each client and then use the 'find match' function in the transaction on the For Review page. It finds the relevant transactions for the date and when i go to 'add' them to the account it processes them and removes the ACH transaction from the 'For review' tab to the 'categorized' tab, as its now all matched.

But for the last week or so - when i use the Find match it is finding them right transactions' as usual. I am clicking 'ADD' but the transaction is still remaining on my banking page for the total amount. ie its not clearing. If i try to match the same transaction again - the journal entries dont appear (as they have been categorized) and i cant match anything to it. But i can in fact find the transaction listed under the categorized tab. The transaction is still remaining on the 'For match' page, so its duplicated itself. Its done this numerous times over the past week or two but not always. I have signed in and out and even rebooted a few times and it just does it again. Eventually i have to work it as a split transaction which is more effort to do but does actually clear the transaction as expected.

I am not doing anything differently that ive always done so is there a new bug or something ?

CharleneMaeF · ‎November 10, 2022

This is unusual behavior,elui.

The issue could be browser-related. The outdated stored cache can affect the performance when matching transactions.

To rectify this, I'd recommend logging in to your QuickBooks Online account via a private window. Doing so helps us determine if there's an issue with the browser.

Here are the keyboard shortcuts:

Safari: Command + Shift + N
Google Chrome: CTRL + Shift + N
Mozilla Firefox or Microsoft Edge: CTRL + Shift + P

Once logged in, match the transactions again. If it works, let's clear the browser's cache to ensure the program performs efficiently.

If private browsing doesn't work, you can use other supported browsers. They also provide the best and most secure experience with QuickBooks.

In case the issue persists, I'd suggest contacting our QuickBooks Support Team. They're equipped with tools to check the cause. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

Additionally, I've added articles that'll help you review downloaded bank and credit card transactions and put them in the correct accounts:

Please keep us posted if you have other questions or concerns about managing and matching your bank transitions. It's our priority to ensure your record is accurate.

nhel · ‎November 10, 2022

Hi elui, I have the same problem and talked to customer service several times but until now they still cannot fix it,

TirzahC · ‎November 11, 2022

Hi, nhel.

Thank you for sharing your sentiments here in the Community. This isn't what we want you to experience.

To start, let's try the troubleshooting steps provided by my colleague CharleneMae_F. If we keep getting the same result, we know you've already contacted our support. However, I recommend contacting them again. This way, they'll investigate what's causing this issue.

It's also a great idea to reconcile your account monthly. This ensures your account in QuickBooks matches your bank statement. To learn more about this process, we can visit this article: Reconciling an Account.

Additionally, we can visit the link below on how to categorize and match transactions for future reference: Categorize and match online bank transactions in QuickBooks Online.

You can get back to me anytime if we have additional questions in QuickBooks by posting your response below. I'll do whatever it takes to ensure your concerns are addressed. Enjoy the rest of your day.

elui · ‎November 11, 2022

Thank you.

the private browser (chrome) had the same result.

Chrome is on the supported list and i have version 107 so its up to date.

ill log the ticket.

cen70 · ‎January 12, 2023

I have the same issue. I tried Chrome, Firefox and Edge. Tried Private Window, cleared cache, rebooted, etc. This is a recent issue as I've been using QBO for years. Please resolve, its super *annoying* as you have to refresh the window every time after a match to have it not shown in the list of unmatched transactions.

Daniela_A · ‎January 12, 2023

Thanks for joining us in this thread, @cen70 .

We appreciate the effort you put in to adhere to my colleague's above-mentioned recommendations. If none of them were successful for you, I advise contacting our QuickBooks Support to have this looked into. They have the resources needed to carry out any system escalations on your behalf as needed, unlike on this open forum.

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM PT on Saturdays. Here's how to contact us:

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.

A good suggestion is to reconcile your account once a month. This guarantees that your account in QuickBooks matches with your bank statement. We can read this article to find out more about this procedure: Reconcile an account in QuickBooks Online.

You can always drop your reply below if you have further questions. Let me know and I'll gladly help you out.

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Matching transactions but the transactions are not clearing,