Couldn't match bank transaction with bill payment

Hi there, Grace. Thank you for reaching us your concern on how to match transactions in QuickBooks Online (QBO).  I'm here to assist you in figuring out this problem.

You've mentioned that you're using "B" bank this month, may I know if the transaction you wanted to match is in the correct bank account? With this, you can easily match your transactions. 

To successfully match transactions, ensure that you're in the same bank account where you have made all those transactions. QuickBooks Online will only match transactions that are created and linked in the same bank account. To use your "B" bank for this month, you have to create bill payment. When creating make sure that in the payment account tab, you're entering your second bank account which is recently active. 

In QBO, you have to check all the important details in matching transactions because it will not be successfully matched if there are incorrect details. These are the important details that you should check in matching transactions:

• The amounts or dates don't align.
• The transaction is over 6 months.
• The bank account on the payment isn't the same as the bank where the match is located.
• The payment has been reconciled.
• The record is already linked to another transaction.
• The system will search for transactions within a 10% range of the bank transaction dollar amount when trying to match foreign currencies.
• Multiple currencies are involved, and the exchange rate has shifted significantly, making the amounts very different.

When done matching transactions, I'm adding this article to help you learn the reconcile workflow: Learn the reconcile workflow in QuickBooks Online.

If you have more questions, please don't hesitate to leave us a message and you'll be catered directly.

Hi ZarahHillarey_T

The issue has not been sorted out yet even though I followed the right process.

I also found there were other users who faced the same issue as me - if you find the title with "bill payment posted from the correct account but shows wrong account".

Will there be any particular who can sort out this issue, please kindly provide the direction

Thank you.

Hi Grace, your feelings are valid. To ensure that the transactions automatically appear as matches, it's essential to accurately enter the correct description, date, and amount for the bill you've created.

Since you have confirmed that all the details are correct, I highly recommend contacting our customer care team. They can assist you with the bill payment process for any transactions that do not match. I will guide you on how to get in touch with them.

1. Go to the Help icon in the upper right corner. 

2. Click on the Search icon located on your screen.

3. Click on Contact Us.

Once you have matched all your transactions, you can refer to this article to ensure your accounts are balanced and accurate. Reconcile an account in QuickBooks Online.

If you have further questions about matching transactions in QuickBooks Online, don't hesitate to let us know. Reach out to us in the Community. We're here to support you.

Hi JeraldR

Actually, I spoke with 3 customer care officers - CCOs, 1 told me to connect with me and product engineer to resolve the issue. As of to date, I didn't receive any email. I spent 1 hr and 15 minutes with another CCO, explaining the same issue and it didn't solve. Thus, would you like to recommend any particular team or party, who can specifically resolve this issue.

Thank you and best regards,

Grace

We are experiencing the same issue, can’t match a bill payment to the actual bank transaction once it hits. Instead, QBO creates an additional ‘expense’. This is beyond frustrating and AI responses from QB is ridiculous consideration the monthly fees we pay to use this software for our business. A real answer for how to solve this issue from a real person would be greatly appreciated!!!!

We have been having the exact same issue. We pay our bills and enter the bill payment and when the bank transactions come through and we try to match the actual bank transaction with the bill payment, QuickBooks creates an additional expense rather than allowing us to match the transaction to the bill payment. It is very frustrating that the best QuickBooks can do is an AI generated answer. A real answer from a real person would be greatly appreciated considering all the monthly fees people pay to use this software for their business.

Hi there, Bette.  

We appreciate your reaching out and sharing your concerns regarding the bill payment and bank transaction matching process in QuickBooks.  

To match the bank transaction to the bill payment successfully, you have to ensure that the bill payment is recorded to the correct bank account. If it's not linked to the same account as where the bank transaction is downloaded, QuickBooks Online (QBO) will not recognize them as corresponding items. Ensuring this alignment should prevent the issue where additional expenses are being created.  

QBO will create an additional expense if the bank transaction is categorized instead of matched to the bill payment. When you categorize the transaction, it is recorded as a new and separate transaction rather than linking it to the existing bill payment.  

Let us know if you have additional questions or concerns. We're here to assist you.