Are there currently any issues with retrieving bank or credit card statements for reconciliation?

Thanks for letting us know that you've already made a manual update on the banking connection, ddoupe. It's always a good starting point to troubleshoot when there are missing bank statements or transactions in the Online Banking feature.

Now, let’s go over some details to help with your question.

Currently, I don't see any open alerts or investigations regarding missing bank statements from Visa for QuickBooks Online international regions. Additionally, I would appreciate it if you can provide the name of the issuing bank so I can continue looking into this matter or double-check.

Also, please know that the program solely relies on the data provided by financial institutions for its Online Banking features. Therefore, any discrepancies or delays in information from the bank can affect the availability of bank statements in QBO.

That said, I recommend contacting your bank to see if there's an ongoing maintenance that's causing the bank statements to not download in QBO.

If the bank confirms that there aren't any issues on their end, potential browser-related problems and other technical hiccups can interfere with the system's ability to retrieve new data from financial institutions. I'll outline the troubleshooting steps that can address issues like this.

Let's start by using a private/incognito browsing session. You can use these shortcut keys to open an incognito window in all supported browsers:

• Mozilla Firefox: CTRL + Shift + P
• Microsoft Edge: CTRL + Shift + N
• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N

Then, go back to the Transactions tab page and perform another manual update.

If the bank statement is already available, clear your browser's cache to remove any data that's causing the issue.

Alternatively, you can also add Intuit as a trusted site and use a different and up-to-date supported browser. QBO functions well with any of the following browsers:

• Google Chrome: Version 78 or newer
• Mozilla Firefox: Version 76 or newer 
• Microsoft Edge: version 75 or newer
• Safari: version 12 or newer (Mac only)

Finally, I'd like to share these articles for additional guidance on your reconciliation after successfully downloading the bank statements:

• Fix issues at the end of a reconciliation in QuickBooks Online
• View, print, or export a reconciliation report in QuickBooks Online

Always remember that we are here and eager to assist you. Whether it's a follow-up or new questions while managing your bank transactions in QuickBooks Online, we're just a post away and ready to help.

The issue is with importing a statement for a Royal Bank Visa for reconciliation. I've tried with and incognito window ect, with no change. There have been no issues with our other Royal Bank Visa or with our Royal Bank chequing account itself.

Hi ddoupe,

Other QuickBooks customers have reported the same concern, with RBC statements.  This has been escalated for further investigation with our Development Team.  If you would like to receive an email notification, when the issue has been fixed, please don't hesitate to contact our QuickBooks Online Customer Care team at 1-855-253-1536 from Monday to Friday, between the hours of 9 AM and 8 PM EST. They will be able to add you to the list of affected users, and confirm your email address in a secure setting.

Please don't hesitate to reach back out, if you have any other questions or concerns. We would be glad to help!