Solved

Why did QuickBooks Online suddenly stop matching mobile deposits to payments, and how do I fix it?

Forum|Forum|2 years ago
October 27, 2023
4 replies
177 views

Typically QB matches up payments that I have deposited with the correct payment receipt in the customer's account. But this week it suddenly stopped "finding" those payment receipts, particularly for mobile deposits, which is how I deposit 99% of our payments. I have already received the payments in the customers' accounts and am using the same procedure I have always used. Did something change on the QB end?

QuickBooks Online

Best answer by katelynner

This almost always comes down to one specific piece of data: automatic matching needs your bank to send a unique ID along with the deposit amount and date. If your bank stops including that ID for a particular deposit or batch, matching can quietly stop working for just those transactions, without anything changing in your QuickBooks settings. Mobile deposits are a common example of this, since a mobile deposit can get batched or timestamped a little differently than a direct ACH transfer, which is enough to break the match.

Since manual Find Match is also coming up empty for you, not just automatic matching, work through these in order:

Confirm the payment isn't still sitting in Undeposited Funds. If it hasn't been added to a bank deposit yet, QuickBooks has nothing to match the bank feed entry to.
Check that the payment was recorded against the same bank account the deposit is showing up in. A payment entered under the wrong account won't appear as a match option.
Make sure the transaction hasn't already been reconciled, and that it isn't already matched to a different downloaded transaction elsewhere in the feed. Either of these will make it disappear from the match options for this one.
Widen your date range when using Find Match. If the mobile deposit posted a day or more later than usual, it can fall outside the search window you're used to using.

If all of that checks out and it still won't match, that's worth a closer look with support on this specific transaction, since it likely means your bank sent this deposit without the identifying details QuickBooks normally relies on. In the meantime, you can safely exclude the bank feed entry from For review, since the payment is already recorded in the customer's account and excluding it won't affect your books.

For the full details on how automatic matching works and what stops it: Automatic matching for QuickBooks Payments. For the manual matching workflow: Match online bank transactions.

If this keeps happening specifically with mobile deposits going forward, it's worth mentioning that pattern to support directly, since a repeat issue tied to one deposit method points more toward something on the bank's data feed than a one-off transaction.

R

Rasa-LilaM

QuickBooks Team

Thank you for turning to the Community about your concern, Kimatc.

I see the challenges you're experiencing with matching your bank transactions. Let me help and point you in the right direction on how to fix the issue.

The online program automatically matches a QuickBooks Payment and a corresponding deposit based on the following factors: unique ID, the deposit amount, and date.

If your Financial Institution (FI) doesn't provide a unique ID for the transaction, QuickBooks may not automatically match all entries. In this case, you'll have to manually perform the action.

Aside from that, let's make sure the Automatic matching feature is turned on. Follow these steps to review the setup:

In your company, head to the Banking menu on the left panel and choose Banking.
Go to the For review tab and click the Settings ⚙ menu at the top of the Action column.
From there, check if the slider for Automatic matching is set to On.

Check out this article for more details: Automatic matching for QuickBooks Payments.

You can utilize the solutions in these articles to troubleshoot deposit and payment issues:

We've collated articles to guide users on how to handle payments-related activities. See this article to view them: QuickBooks Payments FAQ.

Reach out to me again if you have additional questions about deposits and payments. I'll get back to answer them for you. Have a good one.

K

KimatcAuthor

To clarify my question, I will include screenshots of what I am seeing when I try to match transactions manually. I've been doing it this way for 19 months without an issue but now cannot seem to locate payments which I have already received in the customer's accounts. Please see attached

Z

ZackE_

Moderator

Thanks for getting back with the Community, Kimatc. I appreciate your screenshots.

If you've already used the steps in Rasa-LilaM's post to confirm your Automatic Matching setting's turned on, but still aren't seeing any matches for some transactions, it's possible QuickBooks is unable to locate matches for those records. QuickBooks locates matches based off the information your bank sends to Intuit, and the data stored in your transaction records.

When a match isn't located, you can manually locate a matching transaction using the Find match option.

I've also included a couple detailed resources about matching transactions which may come in handy moving forward:

If there's any additional questions, I'm just a post away. Have an awesome Monday!

katelynner

Answer

Community Manager

This almost always comes down to one specific piece of data: automatic matching needs your bank to send a unique ID along with the deposit amount and date. If your bank stops including that ID for a particular deposit or batch, matching can quietly stop working for just those transactions, without anything changing in your QuickBooks settings. Mobile deposits are a common example of this, since a mobile deposit can get batched or timestamped a little differently than a direct ACH transfer, which is enough to break the match.

Since manual Find Match is also coming up empty for you, not just automatic matching, work through these in order:

Confirm the payment isn't still sitting in Undeposited Funds. If it hasn't been added to a bank deposit yet, QuickBooks has nothing to match the bank feed entry to.
Check that the payment was recorded against the same bank account the deposit is showing up in. A payment entered under the wrong account won't appear as a match option.
Make sure the transaction hasn't already been reconciled, and that it isn't already matched to a different downloaded transaction elsewhere in the feed. Either of these will make it disappear from the match options for this one.
Widen your date range when using Find Match. If the mobile deposit posted a day or more later than usual, it can fall outside the search window you're used to using.

If all of that checks out and it still won't match, that's worth a closer look with support on this specific transaction, since it likely means your bank sent this deposit without the identifying details QuickBooks normally relies on. In the meantime, you can safely exclude the bank feed entry from For review, since the payment is already recorded in the customer's account and excluding it won't affect your books.

For the full details on how automatic matching works and what stops it: Automatic matching for QuickBooks Payments. For the manual matching workflow: Match online bank transactions.

If this keeps happening specifically with mobile deposits going forward, it's worth mentioning that pattern to support directly, since a repeat issue tied to one deposit method points more toward something on the bank's data feed than a one-off transaction.

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