Matching transactions resolve error

Let's resolve the error you're having when matching your transaction, @Ginger2744.

Let’s isolate this issue by clearing your browser’s cache. Try using a private browser when paying your bills online. If it works, proceed and clear the cache in the one that you're currently using.

Here’s how to go incognito or use a private browser:

• For Chrome, press Ctrl + Shift + N.
• For Internet Explorer or Firefox, press Ctrl + Shift + P.
• For Safari, hold down Command + Shift + N.
• Microsoft Edge:  CTRL + Shift + P

If it works, here's how to clear cache and cookies to fix issues when using QuickBooks Online. Restart your browser right after. You can also proceed by using other supported browsers (Firefox, Google Chrome, Safari, Microsoft Edge) if the steps above don’t work.

Here's more information that can help you find a match while you’re reviewing downloaded bank and credit card transactions: Fix mismatched or miscategorized bank transactions.

Here's a guide to help you review your opening balance, start your reconciliation, compare the transactions on your statement with what's in QuickBooks: Reconcile an account in QuickBooks Online.

You can always get back to us by leaving a reply on this thread. We're already ready to help with any QuickBooks and banking concerns you have. Have a great rest of the day!

My totals on my Profit and Loss by tag group and profit and loss for the company do not match.  Can I reindex the data or where can I find the difference?  I would like to use the tag group reports, but they are way off the profit and loss - and I don't know which is correct.  I tried clearing the cache, cookies and using the private browser.  They are still all the same totals

It did not work

so it appears that it is not working because it is a negative value.  It used to let me do this so this is disappointing that it no longer does.  I work with Square and that negative amount was the fee amount and how I tracked that.  Now I'm not sure how to match my sales to my bank deposit.

Thanks for keeping us posted, Ginger2744.

I'll give steps on how you can reach out to our support team regarding the Resolve Difference function. Meanwhile, let me share a way on how you can match your sales to the bank deposit.

Some banks add service charges and processing fees.  If you haven't recorded a bank deposit in QuickBooks for the sales transaction, let's do that and add the fee as a negative amount. Before doing so, please make sure to change the Deposit to account in your sales transaction to Undeposited Funds. This way, the transaction will show up in the Bank Deposit window.

To deposit, here's how:

1. Go to + New > Bank deposit.
2. Under the Select the payments included in this deposit section, put a check mark on the sales transaction.
3. Scroll down to the Add funds to this deposit section.
4. Enter the fee as a line item.
5. Select who the fee was from (for example, the bank charging you).
6. From the Account drop-down, choose Bank Charges.
7. Enter the amount fee as a negative number. For example, if the fee was US $.50, enter –.50.
8. Review the deposit total with the bank fee.
9. Hit  Save and close or Save and new.

Once done, you can now match this deposit to the one downloaded in the Banking page.

For more information about the steps I've shared, please feel free to read these articles:

• Record and make bank deposits in QuickBooks Online
• Categorize and match online bank transactions in QuickBooks Online

As for contacting our Customer Care Team, you can follow the steps and get our direct phone number in this link: QuickBooks Online Support.

You're always welcome to post a reply on this thread if there's anything else you need. Me and my colleagues are here to help.

Quickbooks introduced a bug in a previous update. I am struggling with this as well. All of my CC# payments come in minus the processing fee. We also do net 2/10 for customers on terms. Currently the workaround provided is to create an expense for each transaction and then match the transactions as I normally would. But this is going mean I have to manually enter 100s of transactions for each CC# payment for each customer. This is a major bug and is supposedly to be patched in next update. But I was told that about the previous update as well.

Hello there, @VTXtools.

Please know that this isn't the experience we want you to have. All transactions downloaded into QuickBooks are from the bank. It depends on the bank if it includes information such as fees and charges per transaction.

You're right. The only workaround to make up for the processing fees is to create an expense for each transaction. 

For detaile information about Include bank or processing fees, you may visit this article: Record and make bank deposits in QuickBooks Online.

You may visit this article as your reference when you reconcile an account to ensure your accounts in QBO are balanced: Reconcile an account in QuickBooks Online.

If you have any further concerns about your transactions, don't hesitate to post them here. Have a great day!

Yes, an expense must be created. But the software bug which has been logged and recognized by the development team has rendered the resolve difference/add resolving transaction inoperable. So the extra step/workaround of manually creating an expense before matching the downloaded transaction needs to be done for each transaction rather than from within the match transaction modal. Its not a major issue to workaround but it is still a bug that needs to be resolved as it is more time consuming.

Looks like the bug has been resolved. I'm not able to enter a negative number in the resolve transaction and get it to post.

correction *I am able to enter...

Same Error happening 11/30 unable to match because the resolve transaction wont change above and gives an error .

Looks like they brought the error back. Live chat 45 minutes and nothing submitted to tier 2. 4 hrs later checked on it and issue still there. Live chat wants me to go back thru the same steps. WTH Quickbooks

11/30/2023 ended chat trying to make me go thru the same bs again with screen share no eta on fix. Ended chat will call tomorrow

I can see how much time you've invested in matching your transactions by resolving the difference, tquick17. Let me share some updates about this error.

I want you to know that we have a new investigation related to the error you're getting. Our engineers have identified this issue and are currently prioritizing and investigating it to determine a resolution as quickly as possible. 

While it's ongoing, I recommend contacting our live support again to have your name added to the list of affected users. It'll ensure that you receive timely email notifications about the latest developments.

To start:

1. Sign in to your account, then go to the Help menu.
2. Tap on Contact Us from the Search tab.
3. Enter a short description of your concern.
4. Choose a way to connect with support.

For your convenience, you can reach out to them during their business hours.

On the other hand, I'm adding this article for more hints on making adjustments to resolve the difference when matching your bank entries: Resolve the difference in a matched transaction.

Aside from that, you can also get more hints while reviewing, categorizing, and approving your banking transactions from the For Review section from this link: Categorize online bank transactions in QuickBooks Online.

You can reach out again anytime if you require further assistance while you match your transactions in our system. I'll be monitoring the comment section to provide additional help.

12/1/23 glitch is fixed for now