Payroll checks not mapping to transactions

Hi there, @kpevans.

Thanks for reaching out to us and sharing your concern here in the QuickBooks Community. I'm here to ensure you can match your payroll transactions with your QuickBooks records.

To clarify, is everything the same, including dates, amounts, and employees names? Unexpected behaviors usually happen due to too much accumulated historical data. Whenever you visit a website, it saves some information from the web page in its cache and cookies. These files allow the websites you visit most often to load faster. Not to worry, clearing them will do the trick.

First, let's try accessing your account through an incognito window to rule out the possibility of a webpage issue. You can refer to these shortcut keys to open an incognito window in all supported browsers:

• Chrome: Ctrl+Shift+N
• Firefox: Ctrl+Shift+P
• Safari: Command+Shift+N

After logging in, go to your bank feeds. If they're syncing up, I recommend clearing your browser's cache so you can access QuickBooks with a clean slate. You can also use a different supported browser.

Otherwise, you may use the Find Match tool and filters to locate and link them. You can select a specific transaction type and time period to narrow down the results. 

1. Head to the Transaction menu and select Banking.
2. Select the tile for the account you want to review.
3. Go to the For Review tab to start your review.
4. Click the check to expand the view.
5. Choose Find match.
   
6. You can use filters/search to locate transactions. Remember to use a dollar sign or decimal point when searching for dollar amounts.

Here are some resources that will help you in managing your bank feeds:

• Tips for Working in QuickBooks Online’s Bank Feeds: Matching Transactions
• Categorize and match online bank transactions​​​​​​​

Please come back and post about your results after the troubleshooting. It's my priority that you find the success you need.

Clearing Cache didn't work.  The check amount, date, check number matches from my bank account and when I go to payroll tab, employee, checklist.  However, when I went to the transaction and selected find match, it gave me two options to select from neither of which was the check number or amount.  I searched on the dollar amount and on the check number and in each case I get a we could not find a QBO transaction.  Other transactions are coming fine over from the bank and match.  But for payroll, it comes in to transactions wiht the dollar and check amount but is not matching up with the payroll like it used to.  I will note that the bank had an update about this time but again all other types of transactions are syncing up like they used to.  Also - I had to reactivate my payroll and online because I had a change in my credit card and forgot to update it.  I am not sure if this caused problems?

I hope you got my reply but also these payroll entrie are not showing in the bank register. Other checks are.  So when I look at my bank statement they are a match to what I see in payroll but they are not in the bank register. how can some transaction be coming in to the bank register and others not?  

Thanks for the detailed response, @kpevans.

Let me provide you with some details regarding this payroll check transactions issue and help you point in the right direction for support.

Currently, we've received reports that after running payroll transactions, they will not show up in the bank register. We understand the frustration of not having this function as expected and the importance of getting this resolved as quickly as possible. Rest assured, our Engineering Team is aware of this and is working diligently to resolve it.

To get you in the loop on the latest updates on the issue, I encourage you to contact our Customer Care Team. This way, they'll add you to the list of affected users and notify you via email of the resolution updates. You can present this investigation number (INV-77430) to our representative as your reference.

Here’s how to get in touch with them:

1. Log in to your QuickBooks Online account.
2. Click the ? Help button at the top right corner.
3. Go to the Search tab, then select Contact Us.
4. Enter a brief discussion with your concern, then click Continue.
5. Choose a way to connect with us.
   

Please check out our support hours to ensure that we can address your concerns on time.

In addition to this, you can pull up a variety of payroll reports in QuickBooks. This will give you a closer look at your employee's total wages, deductions, and tax information in a certain period. For the complete list of available payroll reports and how to pull them up, kindly refer to this article: Run payroll reports.

I appreciate your patience while we’re working to fix this. Please know I'm only a post away if you have any other QuickBooks-related questions. Stay safe!

I cant get any resolution or status on this.  I called on Monday as you outlined above. Talked to a nice person who tried to help but I told him of the ticket number.  He said he would find status out and email me. I have received nothing.  I tried again through chat, nothing.  I need to make sure Quickbooks knows I am having this issue and I need to know when it is getting fixed.

Have any solutions been made on this issue we are also having this same issue.

Let me share some updates about this issue, @EJMcDonald. 

I've checked my tools here and I can confirm that the investigation mentioned above about the payroll checks not mapping to transactions has already been closed as resolved.

Since you're still experiencing the same issue, I would recommend getting in touch with our Technical Support Team. This way, they can look at your issue further as they have all the necessary tools to look at your account securely and find out why such is occurring. Also, they might open an investigation, if needed.

Here's how:

1. Go to the Help icon and select Contact us in the Search tab.
2. From the What can we help you with field, enter your question.
3. Click on Continue.
4. Choose either Appointment, Callback, or Chat.

Additionally, here's an article that'll help you run, print, and customize payroll reports: Run payroll reports in QuickBooks Online. 

Feel free to visit this thread again if you need further assistance in managing your payroll transactions. I'll be right here to continue helping and make sure you get the assistance you need. Take care always.