Hello,

I'm trying to do a bank reconciliation and I have a customer that made a payment with two transfers. The payment record was already manually entered, so during the reconciliation I am just trying to match the records. The problem is that the payment record does not appear in the items list.

Please refer to the two tables in the screenshot attached. The table on the left is an extract from the customer's activity history, which shows three payments: January 29, February 5 and February 10.  The table on the right shows the list of transactions to match. These have been filtered to show only payment records for the specific customer, BUT the February 5 record is missing. I checked the bank register and the payment record was not previously matched. 

I have tried to reach out to QBO support several times to address the matter, but the issue still isn't resolved. Can somebody please help me?