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drdogfish
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

How do I fix this?
11 Comments
RaymondJayO
Moderator

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Thanks for letting me know that the Amex connection is already updating in QuickBooks Online (QBO), @drdogfish. But I'm here to ensure you're able to fix the two missing transactions and remove the duplicate entries in its register. 

 

QBO depends on the financial data shared by your bank. With this, I'd first suggest reviewing your bank statement to confirm the two missing transactions.

 

Once verified, let's ensure the Date filter icon is set to All dates. Doing so will help you locate the two missing transactions in the For Review tab. View the screenshot below for your visual reference. 

FiltertoAllDatesInTheForReviewTab.PNG

 

However, if the issue persists, let's manually update the account. It helps refresh the connection between Amex and QBO. This way, the two missing transactions will appear in the For Review tab. I'll guide you how. 

  1. Go to Banking from the left menu. 
  2. Choose the blue tile for Amex.
  3. Select Update.
  4. If prompted, enter your Multi-factor Authentication (MFA) credentials. 
  5. Click Continue Update.

 

For the multiple duplicate entries in your Amex register, let's undo them in the Reviewed tab. These will be moved to the For Review tab so you can exclude them. That way, these won't be added to your register again. Here's how: 

  1. Go to Banking from the left menu. 
  2. Select Reviewed.
  3. Click Undo for all the duplicates. 
  4. Go to the For Review tab. 
  5. Check the box next to each duplicate entry. 
  6. Click the Batch actions drop-down.
  7. Choose Exclude Selected.

 

The screenshot below shows you the first three steps. For the detailed instructions in excluding transactions, check out this article: Exclude Expenses From Downloaded Bank Transactions

UndoAddedTransactionsInTheReviewedTab.PNG

 

Once resolved, let's edit, assign, and categorize your Amex transactions. You can also match them to the existing entries in the software. Just go back to the For Review tab to complete this task. It helps ensure your financial records are correct before reconciling the account. For more details, visit this article: Categorizing Bank Transactions

 

I'm just a comment away if you need anything else. Enjoy the rest of your day,  @drdogfish.

drdogfish
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Thank you for your reply. I found the duplicates I suspected and undid their adds. At that point, my blue tile for Amex said "5". Then I excluded the three duplicates and the blue tile went back to "2", see attached screen shot. This is right back where I started. Despite the "2", there is absolutely nothing under the For Review tab. What gives?

MaryLurleenM
Moderator

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Let's try it again, drdogfish.

 

Make sure to filter the For Review tab to show All dates, here's how:

 

  1. Click the Filter icon, then select All dates.
  2. Click Apply.

 

Once done, let's update your bank again.

  1. Click Banking on the left menu. 
  2. Click the blue tile for Amex.
  3. Select Update.
  4. If prompted, enter your Multi-factor Authentication (MFA) credentials. 
  5. Click Continue Update.

Let me know how it goes so I can assist you further if there's a need to.

drdogfish
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Did what you wrote, again, and absolutely no change. What next?

CharleneMae_F
QuickBooks Team

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

I'd appreciate performing the steps given by my colleague, @drdogfish.

 

Since you're still unable to find the transactions in the For Review tab, I recommend reaching out to our Customer Care Team. They can securely pull up your account and further check the main cause of the issue. 

 

Here's how:

  1. Go to the Help icon, then click Contact Us
  2. Type in bank transactions won't show in the For Review in the dialogue box.
  3. Click Let's talk
  4. Select Start a message to get a representative.
  5. Enter the needed information.

 

To make sure that you'll be assisted on time, check out our support hours.

 

Also, aside from manually updating your bank, you can import bank transactions using a CSV file.  Import bank transactions using Excel CSV files.

 

In addition, I've included an article that'll help you categorize your bank transactions. It can help you in reviewing them to make sure your books are accurate.

 

 Please know the Community has your back if you have any other QuickBooks questions, @drdogfish. Have a great day! 

rl5920
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

I too have this issue. There are no duplicates in the AMEX register and all transactions in the register are marked as cleared. 

 

I also began at 2 or 3 uncleared transactions then went to 5 which is where it stands today. 

 

Obviously there is an issue with the new connection.

 

Screenshot 2020-05-15 at 7.27.30 AM.png

 

Regards,

 

FritzF
Moderator

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Thanks for joining this conversation, @rl5920.

 

If you already tried the steps shared by my colleague above and the issue persists, try logging into your QuickBooks Online (QBO) account using a private browser (incognito). There are times that the browser is full of frequently accessed page resources, causing some unusual responses.

 

Here's how:

 

  • Press Ctrl Shift (Google Chrome).
  • Ctrl Shift (Firefox).
  • Control Option (Safari).

 

Once signed in, go back to the Banking page to double-check.

 

If everything looks good, return to your default browser and perform a clear cache. Every so often the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing it will refresh the system, and you'll be able to work with a clean slate. However, if the issue persists, try using other supported browsers.

 

Please leave a comment in this thread if you have any other issues or concerns. I'm more than willing to help. Have an amazing day!

rl5920
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Thanks for the suggestions guys, however, nothing changed. 
 
I have:
  • cleared the cache on my Chromebook (main device)
  • signed in on a Windows device
  • logged in on Chromebook in incognito mode
All of these produced an increase in the uncleared amount of transactions. I am now up to 6 (started ar 2 on Wednesday). The home screen shows all is good as I have green checks by all of my bank and credit card accounts. When on the American Express tab on the Banking page I show 6 uncleared transactions that are nowhere to be found.
 
Quite frustrating when I strive to keep the uncleared transactions at 0.
Jovychris_A
QuickBooks Team

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Thanks for your prompt response, @rl5920.

 

Since you've already worked with my colleague's suggestions and the issue continues, I recommend reaching the Customer Care Team. There they have tools to investigate this further and resolve it by all means.

 

Here's how:

  1. Go to the Help icon, then click Contact Us
  2. Type in "bank feeds won't show in the For Review" in the dialogue box.
  3. Click Let's talk
  4. Select Start a message/Get a callback to get a representative.

Else, reach them through these steps:

  1. Go to Help on the top right.
  2. Type "Talk to a human" and then select Talk to a human.
  3. Type in "bank feeds won't show in the For Review" in the dialogue box.
  4. Click I still need a human and then click Contact Us.
  5. Choose Start Messaging.

 

Please know, due to COVID-19 hour support will be limited and have reduced our support hours.

 

Additionally, you can refer to this article when you need a guide to add, match, and categorize transactions: Assign, categorize, edit, and add your downloaded banking transactions.

 

Please get back to us and share your experience after reaching support if you have more questions. The Community is always here to give a hand. Keep safe and well!

rl5920
Level 2

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

It has been 10 days since I last heard from you. My uncleared transactions count is now up to 23.

Screenshot 2020-05-26 at 7.52.08 AM.png Screenshot 2020-05-26 at 7.54.08 AM.png

There are no transactions appearing to be cleared and the home screen indicates that the account is balanced. How do I get the 23 removed and set back to 0?

 

Thanks for your help,

Rick

 

ChristieAnn
QuickBooks Team

Since Amex connection update last, there remains an indication that I have 2 transactions to review, but none show. Also, multiple duplicate entries in Amex Register now

Hi there, rl5920.

 

I see you've been in contact with us to get this issue fixed. However, to assist you with the updates and to set your uncleared transactions to 0, I suggest contacting them again. They have the necessary tools to review your account to see why the issue persists.

 

You also have the option to contact us through messaging or request for a callback so that we can assist you directly.

 

Here's how:

 

1. Open your QuickBooks Account.

2. At the top right, click the Help icon.

3. Click Contact Us.

4. Under What can we help you with?, enter your concern about your uncleared transactions.

5. Click Let's Talk.

6. You'll be routed into the Choose a way to connect with us page.

 

  • Start a chat with a support expert.
  • Get a callback from the next available expert.

 

7. Select how you want to contact them and fill in the information.

 

You can check this article to see the different types of support we offer at Intuit and their availability: Support hours and types.

 

Please check this article on how to review your downloaded transactions to ensure your financial records are accurate and to avoid double entries: Categorize and match online bank transactions in QuickBooks Online.

 

You can also refer to this article on how to fix different banking errors: What to do if you see a bank error or bank transactions won’t download. This also provides information on how you can perform troubleshooting steps if you don’t see your recently downloaded bank transactions in QuickBooks Online.

 

Don't hesitate to post again if you have other questions related to QuickBooks. I'm always here to help.

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