cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Level 2

Split button not showing up FOR REVIEW

The split button shows up fine for my checking account but does not show for my credit card. (it did a couple months ago). Only the Details and Add button are there under For Review area.

When I click on DETAILS I get an error on each transaction...

 

Something’s not quite right
An unexpected error occurred while accessing or saving your data. Please wait a few minutes and try again. If the problem persists, contact customer support.
Solved
Best answer April 19, 2020

Best Answers
Highlighted
QuickBooks Team

Split button not showing up FOR REVIEW

Hello again, @ssapp1.


Thanks for letting us know that you’ve already contacted our support team about the missing Split button (credit card account). Let me share some information about why you’re unable to see this feature.


This has been reported as an ongoing issue in QuickBooks Online. Our product engineers are working towards finding a permanent fix for the problem.


I still suggest following the workaround provided by our chat support agents. This way, you’ll be able to split the transactions.


Here’s how:

 

  1. Go to the Accounting menu on the left panel to choose Chart of Accounts.
  2. On the All Lists page, select your credit card account.
  3. Hit the View register link under the Action column.
  4. From the list, click on the transaction you’re working on to expand the line.
  5. Tap the Edit button to see more details about the entry.
  6. Enter the other accounts to add with the amount and make sure the number for each account should add up to the total amount of the transaction.
  7. Press the Save button to keep the changes.

To keep you updated about the progress of the investigation, sign up to the list of affected users. I’m unable to perform the process without asking for sensitive data, so I recommend contacting our QBO Care Team.


One of our specialists will add the information in a secure environment. To get in touch with them, follow these steps.

 

  1. Go to the Help icon at the top to select the Contact Us link.
  2. This will open another window where you can enter the issue/topic.
  3. Once done, click on the Let’s talk button to view the support information.
  4. Select any of the following options: Start messaging or Get a callback.
  5. Provide this number: INV-43720.

Rest assured, I’ll update this thread once more is available about the investigation.


For future reference, let me share this link containing lists of articles that will help grow your business: QuickBooks Resource Center.


I appreciate your patience while working through this. Please know I’m always ready to help and make sure you’re taken care of. Have a good one.

View solution in original post

13 Comments
Highlighted
Moderator

Split button not showing up FOR REVIEW

We haven't received any reported issues similar to this one, ssapp1.

 

Let's determine if this has something to do with your browser's cache. Unexpected behaviors or errors in QBO are usually caused by the stored files in your browser that can affect the browsing performance of the currently opened sites like QBO.

 

We can get rid of this error by following these steps:

 

  1. Press F5 to refresh QBO.
  2. Try logging in QBO account using a private browser to see if you'll get the same error message. Please use these keyboard shortcuts:
    > Google Chrome: press Ctrl Shift N  
    > Mozilla Firefox: press Ctrl Shift P
    > Internet Explorer: press Ctrl Shift P
    > Safari: press Command Shift N
  3. If it works in private browser, go back to your default browser and clear the cache.
  4. Restart your computer.

Please let me know if you're able to see the Split button after trying out these steps. Thanks for dropping by.

Highlighted
Level 2

Split button not showing up FOR REVIEW

I tried many different browsers, as well as incognito/private. Same issue. Works fine for checking account and doesn't work for Credit Card...although did a few weeks ago. I contacted chat and they put a ticket in a few weeks ago but have not seen anything fixed. Get the error on new or old transactions. They told me a work around to ADD it and then go in and split it from the register, but to take something that worked (split button) a few weeks ago and no it doesn't sounds like a software issue, not a one time workaround.

 

Thanks!

Highlighted
Level 2

Split button not showing up FOR REVIEW

I tried many different browsers, as well as incognito/private. Same issue. Works fine for checking account and doesn't work for Credit Card...although did a few weeks ago. I contacted chat and they put a ticket in a few weeks ago but have not seen anything fixed. Get the error on new or old transactions. They told me a work around to ADD it and then go in and split it from the register, but to take something that worked (split button) a few weeks ago and no it doesn't sounds like a software issue, not a one time workaround.

 

Thanks!

Highlighted
QuickBooks Team

Split button not showing up FOR REVIEW

Hello again, @ssapp1.


Thanks for letting us know that you’ve already contacted our support team about the missing Split button (credit card account). Let me share some information about why you’re unable to see this feature.


This has been reported as an ongoing issue in QuickBooks Online. Our product engineers are working towards finding a permanent fix for the problem.


I still suggest following the workaround provided by our chat support agents. This way, you’ll be able to split the transactions.


Here’s how:

 

  1. Go to the Accounting menu on the left panel to choose Chart of Accounts.
  2. On the All Lists page, select your credit card account.
  3. Hit the View register link under the Action column.
  4. From the list, click on the transaction you’re working on to expand the line.
  5. Tap the Edit button to see more details about the entry.
  6. Enter the other accounts to add with the amount and make sure the number for each account should add up to the total amount of the transaction.
  7. Press the Save button to keep the changes.

To keep you updated about the progress of the investigation, sign up to the list of affected users. I’m unable to perform the process without asking for sensitive data, so I recommend contacting our QBO Care Team.


One of our specialists will add the information in a secure environment. To get in touch with them, follow these steps.

 

  1. Go to the Help icon at the top to select the Contact Us link.
  2. This will open another window where you can enter the issue/topic.
  3. Once done, click on the Let’s talk button to view the support information.
  4. Select any of the following options: Start messaging or Get a callback.
  5. Provide this number: INV-43720.

Rest assured, I’ll update this thread once more is available about the investigation.


For future reference, let me share this link containing lists of articles that will help grow your business: QuickBooks Resource Center.


I appreciate your patience while working through this. Please know I’m always ready to help and make sure you’re taken care of. Have a good one.

View solution in original post

Highlighted
Level 1

Split button not showing up FOR REVIEW

Same issue here with the American Express feed (oddly, only  in one of two related companies that I'm accessing with the same credentials) for the past week. Has been going on more than a week and I have already tried clearing all my caches, cookies, browsing history, using several different browsers, rebooting, etc.).  

Please don't indicate the issue is "solved" when you have merely suggested a clunky workaround (that I had already figured out on my own). Since we have to split several hundred transactions/month this broken feature is going to cost us a lot of extra time and effort as I imagine it would for most all companies. Please expedite the fix of this feature! Have tried to contact customer service but it is difficult with their now limited hours due to COVID-19. As an aside, I really don't understand why this pandemic would be so impactful to a SOFTWARE COMPANY--if anyone ought to have the technology for most of their engineers and customer support staff to work from home, Intuit should. 

Highlighted
QuickBooks Team
QuickBooks Team

Split button not showing up FOR REVIEW

Experiencing this banking issue for a long period can be a real pain, jmartini.

 

I appreciate you for performing some troubleshooting steps on your end. I'll personally share your feedback with our phone support team about tagging this issue as Resolved.

 

This is still an ongoing issue and our engineers are working on the permanent fix. Rest assured, we'll be able to take action on improving our customer service.

 

We are exploring all options to support our customers through this difficult time. Since you already contacted our phone agent, they'll send you an update of this one once the issue is fixed.

 

I've got a link here that provides you with articles about managing your bank feeds: Find help with bank feeds and reconciling accounts

 

We appreciate your patience in this matter. I'll also keep an eye on the issue and will get back to you if there's an update. Keep safe and healthy. 

Highlighted
Level 2

Split button not showing up FOR REVIEW

This forum thread was sent to me by my QB Online Priority Level Tech Support (Chris) and was escalated to a tier 2 specialist.  We were on the phone for 90 minutes this morning and it was 75 minutes before he even knew it was a known issue.  I DOUBT engineers are working on this if tech support wasn't even aware.  

We tried everything and his resolution was this forum.  He was amazing, but I think he found out about it by searching the community forum. 

Seriously? Calling is SOLVED is a joke.  It's been two weeks and you still have not resolved this issue?  It was working on April 17th - where did it go?  I don't want a work around, I want it fixed. HELP US QBO!

 

 

Highlighted
Level 2

Split button not showing up FOR REVIEW

Same - tried various browsers, incognito - could not agree more - why do we need a workaround for a process that was working fine!

The SPLIT feature worked April 17th. Now I have to go do a janky, mcgyver, work-around? Not cool.

Hopefully joining this forum will give me notice when it is resolved.  Wasted 90 minutes today with tech support and honestly it took 75 minutes just for tech support to realize this is a known issue.  I think he was searching the forums.  He was a great tech BTW, just a stumper! HELP US QBO!

Highlighted
Level 2

Split button not showing up FOR REVIEW

Seriously? Calling is SOLVED is a joke.  It's been two weeks and you still have not resolved this issue?  It was working on April 17th - where did it go?  I don't want a work around, I want it fixed.

 

This forum thread was sent to me by my QBO Priority Level Tech Support (Chris) and was escalated to a tier 2 specialist.  We were on the phone for 90 minutes this morning and it was 75 minutes before he even knew it was a known issue.  I DOUBT engineers are working on this if tech support wasn't even aware.  

We tried everything and his resolution was this forum. Chris was awesome and tried so many solutions. I think once were all stumped, he found out about it by searching the community forum. 

HELP US QBO!

Highlighted
Moderator

Split button not showing up FOR REVIEW

I'll take note of your experience with our tech support, jessica67.

 

Please note that our goal here is to help our customers save time and keep things simple when doing a task in QuickBooks Online. However, I've checked it here in our system and found out that this is still an ongoing investigation. Our engineers are still working on a solution to get this fix. Rest assured that we'll keep you updated once any updates are available.

 

For now, you may want to consider the workaround provided by my colleague above on how to split your transactions. Here's how:

 

  1. From the Accounting menu, select Chart of Accounts.
  2. On the All Lists page, select your credit card account.
  3. Select the View register link.
  4. From the list, click on the transaction you’re working on to expand the line.
  5. Tap the Edit button to see more details about the entry.
  6. Enter the other accounts to add with the amount and make sure the number for each account should add up to the total amount of the transaction.
  7. Click Save.

We do appreciate your patience and understanding while we're working on this.

Highlighted
Level 2

Split button not showing up FOR REVIEW

Ok - this forum works!  I vented about how this frustrating issue here yesterday and as of a few minutes ago, the SPLIT button is back!  Thank you thank you thank you! 

Highlighted
Level 1

Split button not showing up FOR REVIEW

I have the split button, but the split window doesn't allow you to add customers to the individual lines.split.PNG

Highlighted
QuickBooks Team

Split button not showing up FOR REVIEW

Hi, julesbooks.

 

We have received reports about split transaction window display issues. Our engineers are working to get this fixed as soon as possible.

 

In the meantime, I suggest reaching out to our support team so they can add you to the affected list of users. This way, they'll be able to speed up the process to resolve this issue.

 

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 want to explore more about QuickBooks Online banking feature. Please refer to these helpful articles: Bank Feeds and Reconciling Accounts.

 

Fill me in if you need further assistance. I'll always be right here to help.

Need to get in touch?

Contact us