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Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

I run a tax business, have quite a few QBO clients at this point, most of whom I've setup the rules to automate classification of incoming transactions.  I also run my own books through QBO Accountant.  Starting early 2020 my roughly 40 rules stopped auto-adding normally.  I have tried working with QBO tech support without success and have concluded I will have to do more detailed troubleshooting to prove they have a bug, and give them something useful to fix it.  Fortunately it's only happening to my books, not my clients, so I can experiment relatively freely.  Here is what I know so far:

 

This problem only happens with a certain small percentage of QBO subscriptions, which is probably why Intuit is so helpless when it comes to reproducing and fixing it.  To determine if you are in the same class of "Special People" as me:

 

A)  For each rule you want to apply automatically be sure to Scroll Down to the Auto-Add toggle and switch it on.  Also confirm the rule shows a green square with a plus afterwards.  All shown here:

SS QBO.png

 

B)  Wait until new transactions come in through your bank feed.  See that they have not applied... wait a few days... still none of them have auto-added.  They still show in your "For review" tab as:

SS QBO2.png

 

If this is the behavior you are seeing, then congratulations!  Your account is special too :(

 

Workaround If you go to your rules list, <Edit> any rule, and click <Save> without making any changes, all of your rules will immediately Auto-Add all of the unaccepted transactions.  Of course you'll have to do this every time you go to look at your account to auto-add all new transactions since the last time, but it's a temporary solution.

 

Non-Solutions - Here's what does NOT work for this, so don't bother.

-  Disabling all rules except one simple one for expected upcoming transaction.

-  Exporting all your rules, deleting them all, and re-importing.

-  Deleting all your rules and rebuilding them from scratch.

-  Contacting QBO technical support without more information.

 

Current Thinking

-  Based on my own experience it would seem that 1 account effected is QBO Accountant version, my clients accounts are not effected and are all non-Accountant versions, might be something to do with that. 

-  However it may also be something to do with the age of the subscription, with people that have been using QBO longer more likely to fall into the afflicted category.  

 

Yet to Try:  It's tax season so I have not yet had the guts to completely disconnect my bank feed and reconnect it to see if that works.  I probably won't until later in the year.

 

If you do have this problem, please post as much about your details as you can, particularly the type of subscription (Essentials, Accountant...), Age of your QBO subscription (as in "I've been running this QBO for 6 years"), and any other details that might be useful, that might make you "Special".

 

29 Comments
Jen_D
Moderator

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Thanks for getting in touch with us, @Derricklp,

 

I'm here to help you diagnose the problem with rules not applying automatically in QBO. Here are some instances why rules with Auto-add option won't apply automatically:

 

  • Ongoing issue or outage in QuickBooks Online.
  • A limit of 1000 transactions can be auto-added at a time. The system will throw an exception if it exceeds to the limit.
  • The rule is damaged.

At the moment, there aren't any outages reported from Accountant users while using Bank Rules. You might want to check the number of entries and see if it exceeds the limitation or not.

 

If it doesn't and the bank entries are still stuck in the For Review tab, you may delete and recreate the rule to refresh the settings. Here's how:

 

  1. From left menu, click on Banking.
  2. Go to the Rules tab.
  3. Look for the rule then click the drop-down arrow beside Edit
  4. Select Delete and Yes to confirm. 

 

If the same thing happens, I recommend contacting our Support Team. This way our engineers can take a look at this problem and see if there's a bug causing it.

 

Reach us during our support hours from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays. To get a live rep, follow the steps below:

 

  1. Go to the Help menu then select Contact us.
  2. Enter the keyword Banking, Account Management and Billing in the What can we help you with? box.
  3. On the next screen, scroll down to the Choose a way to connect with us section.
  4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
  5. When using the messaging option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you after filling in the information needed. See this:

When you're connected, provide all the information about your concern or request a viewing session with out representative.

 

Kindly update this thread with the result, as I want to make sure everything is taken care of for you. Have a good one!

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Thanks for the thorough and thoughtful response Jen!!!

I recently accepted all my transactions so I will need to wait a few days until there are a few in the list again to demonstrate the problem, and then I'll get with tech support as you outlined.

Once I have a resolution I'll post it to this thread.

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

After contacting tech support via the chat option, the tech services person I spoke to "Jessica" seemed to recognize the issue immediately, and after a screenshot of the unaccepted transactions, a check of my account using the account id, she told me that the rules had essentially become corrupted as a result of security changes on the bank feeds.  She added me to a list to have my account cleaned up by a higher level engineer over the next several.  Apparently this is a not uncommon corruption problem that can happen with bank security changes.  The solution would appear to require the direct intervention of technical support.  Fortunately it appears to be a known problem with a procedure to correct.  I will post here again when the problem is resolved and I can confirm new transactions are automatically being accepted. 

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Continuing to document my journey to try and get this fixed:

After a couple of weeks I get an email from QBO support saying they closed my ticket and wanted to make sure I was happy with my experience.  Apparently the next level of tech support was totally clueless on this problem, had no idea what to make of it, so they just closed the ticket.  The problem is still happening, nothing has changed.  (seems that they need to move some of their level 1 support folks to level 2 and demote some of their level 2 folks!).

Based on my conversation with the first tech, it sounds like this is a fluke back-end server problem that happens with some accounts and has to do with corrupted rules.  I'm now experimenting with exporting all my rules to spreadsheet, deleting them all, and then re-importing them.  I will report if this has any impact.  If not I'll keep experimenting in this direction and report here if I find a solution.

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Exporting, Deleting, and re-importing all the rules DID NOT WORK.  None of the rules auto-apply.  The search for a solution continues....

MarsStephanieL
QuickBooks Team

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

I appreciate the updates you've shared with us to fix this issue, @Derricklp.

 

As per checking in some of our resources, one of the possibilities that the rules don't auto-apply is when transactions are more than 90 days in the past. If this is the case, I'd recommend to add those transactions and categorize them manually.
 

The rules that have been sitting on the bank feeds will still be applied to the new transactions. However, if this workaround doesn't apply to what you're experiencing. I'd still recommend getting in touch with one of our QuickBooks Online Care Team. They have the tools to verify your account and help you get to the bottom of this.

 

Here are some of the insightful resources you can check out about the workaround I've provided: 

 

 

You're always welcome to share your journey in this thread about this issue after contacting them. Tagging my name in the comment section also works if you have other questions.

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

As mentioned earlier in this thread, tech support already escalated this issue up to their second level where it sat for a long time and was ultimately closed without any attempt to contact me, and without fixing anything.  It's clear the issue is obscure enough that I'm going to have to troubleshoot this myself until I have more information to give them.  The problem is that the only way to test is on new incoming transactions, so I can only test one thing, then I have to wait until the next transaction comes in to see if it works.  On that note:

 

Disabling all 40+ of my rules except for one that auto-categorizes USPS mail expense at a point when I knew postal charge was coming, DID NOT WORK.  Even with only the one rule enabled and with auto-apply on, it did not apply after several days. 

 

Next I will export/save, and delete all my rules, and re-create one that categorizes my internet service expense which will come through shortly.  If that doesn't work then it will be clear it is absolutely not a rule corruption problem.

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Deleting ALL my rules, creating one brand new rule to handle a charge to my credit card that I knew was pending and would show up in the feed in a couple of days... did NOT work!  So:

-  Only one rule in the system, all the rest deleted (not just disabled).

-  All old transactions accepted.  With one new charge coming in, that the rule was set to Auto-Add.

-  The rule correctly identified it and was associated with it in the feed (just like always happens).

-  The transaction was not auto-added, which has been the problem since early last year.

This test would seem to prove it's not a corruption problem with any particular rule.  Next I may try disconnecting the bank feeds and reconnecting them.  Will update when I know more.  But I'm starting to go back to my prior theory that this is just a problem with QBO Accountant type accounts.

tinytina
Level 1

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

I'm having the same trouble and I imagine it's related to the bank security issues since we had to recently the banking information. It's frustrating, I hope you'll post the answer here asap.

MaryJoyD
QuickBooks Team

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

This is not the kind of experience that we want you to have, @tinytina.

 

You can set rules to automatically categorize transactions from your bank. Then, set up the auto-add feature to automatically accept it to your books. 

 

As mentioned by my colleagues above, here are some instances that the rules with Auto-add option won't apply automatically:

 

  • A limit of 1000 transactions can be auto-added at a time. The system will throw an exception if it exceeds to the limit.
  • The rule is damaged.
  • Transactions are more than 90 days in the past

 

Try to check the rule condition. If everything looks good, but still not applying to your transactions, then you can follow the steps provided by Jen_D above on how to delete and recreate the rule to refresh the settings.

 

To check the rule condition:

 

  1. Go to the Banking menu and go to the Rules tab.
  2. Click the Edit button of the rule under the Actions column.

                                                        

 

You can check this article for detailed guidance: Setup bank rules to categorize online banking transactions in QuickBooks Online.                                         

 

If you have other questions or if you need further help resolving the error, I'm happy to answer it for you. Just post it here as a reply and I'll take a look at it. Have a good one.

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Hi TinyTina.  Thank you for posting.  May I ask if you are using the Accountant version of QBO, or one of the regular versions like Essentials?

wps
Level 1

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

I too am having this problem and so are my clients.  To have to recreate the rules is not a solution.  I have accounts with over 26 pages for their bank statements.  They have asked to move to another program as Intuit has no solution.  It seems when we get updated, clients have to learn new program and tasks are moved or renamed and then rules go missing which took time to set up to simplify the procedure.

 

I have used QB since 2003 and now looking at other programs as I started a massive online marketing campaign and have to have a reliable program.

 

 

Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

 
Derricklp
Level 3

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Thanks for posting wps.

- Deleting all your rules and re-creating them from scratch does NOT work, so don't bother.

- Workaround:  Edit any rule and click save without making any changes, and all rules that are set to auto-apply will activate on all unaccepted transactions to which they apply.  It's a hassle, but it works.

- Due to tax season I've paused my efforts to diagnose this problem and convince Intuit they have a bug.

- I'm sure you already know this, but for the sake of others reading through thread.  Be sure you've edited each rule, SCROLLED DOWN, and selected Auto-Add for every rule separately.  The rule in the rule list should then show a little green rectangle+ which indicates it had auto-apply turned on.  If new incoming transactions that should be auto-applied still arn't... Then you have the same problem as me.

SS QBO.png

Matthewjjnc
Level 1

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Same issue and mine is a little more complex with my general rules affecting 25 accounts not classifying anymore.  If we had a rule set for all accounts, but didn't select a class, it would auto select the class for the account the transaction was in.  Now there is no class selected, meaning for multiple transactions per day (commercial deposits) across 20+ accounts, I have to manually select the class.  It used to work so well and I loved QBs...now I'm hating it and want to find a new solution.

Matthewjjnc
Level 1

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Same issue, but add general rule classes not working.  I used to have general rules that applied across 20+ accounts, such as "commercial deposit".  If class was left blank, it would auto-populate the class for the account it was applying the rule too.  Now it's blank.  My accountant told me to make a rule for each account...UGH!  I don't want to make a rule for every account, it used to work!  I have about 15 general rules X 20+ accounts...I'm not taking the time to create 600+ rules within my accounts.  Why can't it just work like it did for years!!?

jayepoch
Level 2

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Did you end up getting this resolved? It's happening to me too.

jayepoch
Level 2

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

I was experiencing this issue as well, but was able to resolve it after speaking with QuickBook's online chat tech support. Here's what we learned:

 

-- If you're using a web browser like Chrome, try switching to another like Firefox.

-- Check if it works OK in Firefox, and if it does, it means you need to clear your COOKIES in Chrome.

-- Even when we tried an Incognito/Private window in Chrome, it didn't work until we cleared the cookies.

 

After following these steps my transactions are auto-matching again. Hope this helps others having the issue!

JessT
QuickBooks Team

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Hi jayepoch,

 

Thank you for jumping on the thread. I know how important rules to make things more efficient for you.

 

I would recommend checking this with our Support team to make them aware that you're also getting the same issue. They are open on weekdays from 6 AM to 6 PM PT.  QuickBooks Care Team

 

If you have other concerns, feel free to go back to this thread.

gstuart
Level 2

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

My variant is slightly different. It only occurs on the Transaction Import function (both from the Gear/Import Data and on the Banking page under Link Account/Upload from File).  I had to resort to manual importing since the Amex transaction download is now into its second month of not working properly (Case [removed] ).  [How can these two really big companies allow thousands of customers to suffer from this major error for over two months?  Beats me!  But I digress...]

 

Aside from the rules not being applied at all, even when there are obvious condition matches that should trigger, the CSV upload also erroneously places every CCard charge on my Amex statement into the RECEIVED column instead of the SPENT column.  My theory is that's a big clue as to why the rules are not triggering:  the rules are set up for Bank Account and Charge Card EXPENSES, but QB is flipping all the charges into the RECEIVED column as if they were all CREDITS instead of CHARGES.  All my rules are set up for Expenses.

 

Hey QB reps, can you have someone in the Back Office area test this with a small CSV file and determine if that's why my rules are all being bypassed?  I've spent four hours on the phone with four QB reps today and it's very late.  Tomorrow I will edit the CSV test file, flip the sign on all the Amounts and retry the upload.  Hopefully they will then be seen as Charges and the rules will be applied.  I will update with results tomorrow.

 

Geoff

 

gstuart
Level 2

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Mod,

 

Why did you remove the Case number I included in my entry?  It's obviously useful for anyone else experiencing this problem and can expedite Support calls because the Support rep and the customer will be able to refer to the Case.  

 

Geoff

Catherine_B
QuickBooks Team

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Hello there, Geoff.

 

The Community is a public forum and we prioritize the security of our system. Case numbers are reference numbers specific to your issue and it is one of the sensitive info that we'll need to remove here. 

 

I do appreciate your input and always know we're here for you. Take care!

gstuart
Level 2

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

It's my understanding that Investigations are client-specific, but Cases are opened to address issues that affect multiple clients.  If that is incorrect, please straighten me out.  But if it's correct, then I'd encourage QB to reconsider the policy because knowing a case number can be extremely valuable in answering the question "Is this the same problem as Case nnnnnn?" which would help the client and the support rep narrow down the root cause of an anomaly.

 

Geoff

Tori B
QuickBooks Team

Rules no longer auto-apply (auto-add) on some QBO subscriptions.

Hey there, @gstuart.

 

Thanks for following the thread. I'm happy to explain the differences in investigations and cases.

 

When a customer contacts support for any concerns or questions they may have, we open a case to document the concerns or questions the customer has that day. Now this can be a variety of different things. For example, we can have customers contact support for subscription questions, to update billing, or have technical concerns. All of which have cases opened.

 

When an investigation gets opened, this is because we have found that several customers are running into the same issue. Once an investigation has been open, it gets sent up to our Engineering Team. After the engineers investigate the matter further, they resolve the issue. 

 

How all of this works, is when our customers contact support and share their concerns, we open their case and if we see there's an open investigation for that concern, we attached the customers case to the investigation. This way they are notified as soon as the issue has been resolved and our engineers can document that you have been affected.

 

I hope this answers all of questions and you're able to understand the process a little better. Please don't hesitate to let me know if you have additional questions or concerns. 

 

Take care and have a great weekend!

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