Problem with data being in the CSV download from my bank but not in QBO download

Anonymous · ‎August 28, 2019

I noticed a large disparity between my check register balance and my bank balance and so downloaded transactions to bring register up to date, brought in the entries via the QBO method and no huge transaction showed up = so I downloaded the info in CSV to check and it was in there - so opened QBO in text edit and searched and that transaction was NOT in the QBO download.

This happens every month = usually with smaller amounts so I only catch it when I reconcile, but the disparity caused me to check now.

So the data is in the bank, it is in the CSV file and it is NOT in the QBO download.

Anonymous · ‎August 29, 2019

Reporting back as promised: I did go thru the steps to find customer support and finally got to a live body -- First, the guy was very patient with me - fortunately, I'd done a few things that made it a bit easier to figure things out = i.e. opening the QBO file in Text Edit to search and find the transaction which was missing from the Register upload == after we talked about it further and looked at the data, the issue was that the missing transaction was NOT missing from the QBO == it was missing in the upload of the QBO to the register.

Basically he sent me some links with explanations = but the upshot of it is [with lots of backups!] that I was to attempt to verify the data, and that failed but I ran rebuild and that cleaned it up = then disconnect from web connect and then start fresh with a new connection and when I uploaded the QBO file then, as far as I know [will confirm when I reconcile in a few days] all transactions made it into the Register.

Thanks for all the help and directions == as far as I know now, my data is clean and verified, the reconnection of the Register to the web connect system for download is 'new' and whatever was the hiccup is gone. Many thanks [this had been going on for months, with 2-3 transactions, usually credit card auto payments, missing == should not happen again....Again, many thanks.

View solution in original post

MaryGraceS · ‎August 28, 2019

Hello there, @Anonymous.

This unexpected behavior can be caused by any of the following:

The bank may have made changes to their service offerings, Web Connect or Direct Connect.
They may have made changes to their name (bank merger) that require you to refresh it in QuickBooks.
A problem with one or more accounts in your company file.
A problem with the download or import format.

Before troubleshooting, make sure to create a backup to secure your data and update your QuickBooks to the latest release.

To begin, create a new test company file to check if the issue originates with your bank's servers.

Here's how:

From the File▼ drop-down menu, select New Company.
Enter a name for the test file, then Save.
Fill out the required fields in the Create New Company wizard, then select Finish.
Add the account that was experiencing issues to the Chart of Accounts.
Set up Online Banking for that account.
Select Download transactions.

If that transaction is still missing, check with your bank to see if they have any connection issues to help you fix it. If it shows in the test file, let's proceed to the next troubleshooting steps outlined in this article: Fix Online Banking (Solution 2).

For additional reference, you can download the PDF file to manage your online banking, as well as matching transactions and reconciling accounts: QuickBooks Desktop for Mac 2019 User’s Guide (page 156).

Drop me a comment below if you have any other questions. I'll be happy to help you out. Have a great day ahead.

Anonymous · ‎August 28, 2019

Thank you - I backed up my good data, created a new Test company, set up online banking and went in and downloaded this month's statement. That's where the big missing item was. I downloaded everything [20 items] and was able to import everything even the $7000 transaction to that new bank account. But then realized that I had the wrong name for the account so deleted that test company and created a new company called Testing, went thru the online setup process again = but this time QBks doesn't list that Testing company at all as an online recipient = so the whole thing is greyed out and I cannot use downloaded transactions to import to the new company, Testing. I did follow the instructions to enable the online banking and even tho I did fine earlier with this new 'company' it's not letting me = it's forcing me to enable online banking when I already did twice. [It's been enabled for years already with the old, good companies. . I do hit SetUp and go in to set it up but it doesn't come back as created.

ChristieAnn · ‎August 28, 2019

Hi there, VictoriaJZ.

Thank you for posting here in the QuickBooks Community and for performing the steps provided my other colleague.

I suggest contacting our Customer Support Team. They have the tool to pull up your account and check what is happening to your QuickBooks.

Here's how to contact our Customer Support Team :

1. Open your QuickBooks Desktop account.

2. Click the Help button, then select QuickBooks Desktop Help.

3. Select Contact Us.

4. Give a short description of your issue, then select the Search button.

5. We’ll provide you a few support options. Select which one is best for you.

Please check this article for some solutions to help you solve online banking issues: Fix Online Banking.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Anonymous · ‎August 28, 2019

Thank you = following the instructions I have to call in, which I guess is fine, other than I hate these recorded people pretending to understand my Q -- the 'lady' seems pretty slow to understand.

I'll report back after I've talked to a live body.

Anonymous · ‎August 29, 2019

Reporting back as promised: I did go thru the steps to find customer support and finally got to a live body -- First, the guy was very patient with me - fortunately, I'd done a few things that made it a bit easier to figure things out = i.e. opening the QBO file in Text Edit to search and find the transaction which was missing from the Register upload == after we talked about it further and looked at the data, the issue was that the missing transaction was NOT missing from the QBO == it was missing in the upload of the QBO to the register.

Basically he sent me some links with explanations = but the upshot of it is [with lots of backups!] that I was to attempt to verify the data, and that failed but I ran rebuild and that cleaned it up = then disconnect from web connect and then start fresh with a new connection and when I uploaded the QBO file then, as far as I know [will confirm when I reconcile in a few days] all transactions made it into the Register.

Thanks for all the help and directions == as far as I know now, my data is clean and verified, the reconnection of the Register to the web connect system for download is 'new' and whatever was the hiccup is gone. Many thanks [this had been going on for months, with 2-3 transactions, usually credit card auto payments, missing == should not happen again....Again, many thanks.

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Problem with data being in the CSV download from my bank but not in QBO download