Solved

Why does my bank balance update correctly in QuickBooks Online, but individual transactions aren't coming through?

Forum|Forum|5 years ago
April 23, 2021
8 replies
50 views

I have three bank accounts connected in QB. Two of the three are working properly. The third has mysteriously stopped importing individual transactions. No error codes are showing in QB. My bank hasn't updated any software. I am at a loss on why this has happened and how to fix it. I've talked to a QB rep 3 times with no resolution.

QuickBooks Online

Best answer by Emma_P

It's frustrating to still be stuck here after going through support three times already. Since the balance itself is pulling through correctly, this usually isn't a broken connection so much as the transactions ending up somewhere other than where you're looking for them, or the update itself needing another push.

Start with a manual update

Go to Accounting, then Bank transactions.
Select Update.

If that doesn't pull in your transactions, sign in to QuickBooks through a private or incognito browser window and update the connection again. This rules out browser extensions or a cached sign-in causing the problem.

Check where the transactions might actually be

Even if nothing seems to be waiting for you, the transactions may have already come in and landed somewhere unexpected:

For review, Categorized, and Excluded tabs: Select your bank account under Bank transactions and check all three tabs, not just For review. A transaction categorized into the wrong account, or accidentally excluded, won't show up where you're expecting it.
Uncategorized Income or Uncategorized Expense: Go to Accounting, then Chart of accounts. Find Uncategorized Income or Uncategorized Expense, select Run report next to each, and search for your missing transactions. If you find them there, you can unmatch and move them to the correct category.
Account history: For older transactions, go to Chart of accounts, find the bank account, select View register, and open individual transactions for more detail.

Check whether an auto-add rule is moving them straight into your books

Rules set to auto-add move matching transactions directly into your books without ever appearing on the For review page. If a broad rule on this account is set to auto-add, that would explain why nothing seems to be waiting for you to review, even though the transactions are still coming in behind the scenes. It's worth reviewing your rules for this specific account to check.

Check with your bank directly

If downloads still seem stuck, the issue may be on the bank's end:

Sign in to your bank's website (if you're not sure of the URL, go to Bank transactions, select Link account, and find your bank there to see the listed URL).
Check for any posted outage or maintenance notice. These usually resolve within 24 to 48 hours.
Review your account for messages, notifications, or alerts, and check for any display issues or recent security updates on the bank's site.

If everything looks fine on the bank's side, go back to Bank transactions and select Update again.

If your bank login info changed

If you've updated your account number, username, or password on your bank's website, QuickBooks needs the same updated info:

Go to Bank transactions, then select the account card for the account you're working on (if you don't see account cards, select the ▼ dropdown next to your bank account and choose Show account cards).
Select the Edit icon, then Edit sign in info.
Enter your updated bank information.
Select Save and connect.

Resources

Find missing downloaded transactions

Update your bank feeds and bank info

Still no luck after trying all of this? Let us know and we'll dig further.

T

TirzahC

Level 4

Welcome to the QuickBooks Community, @walker7.

I'm here to ensure this gets sorted out so you can get back to business.Bank connection interruption can cause missing transactions. We can fix this by manually updating your bank to refresh its connection. Here's how:

Go to the Banking menu or Transactions menu.
Go to the Banking tab.
Select Update.

The steps above will surely help you bring in individual transactions on the register.

If you happen to encounter error codes when downloading your transactions, you can check this article on how to fix it: What to do if you get a bank error or can't download transactions in QuickBooks Online. Alternatively, you can perform some troubleshooting steps to isolate the issue. Open your browser's private window. It isolates the cache, which is a common cause of unusual behaviors in browsers.

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N
Microsoft Edge: press Ctrl + Shift + P

Once logged in, you need to clear the cache of the regular browser you're using. It will refresh the system and you'll be able to work with clean slate. You can also do this task on other supported, up-to-date browsers.

I'd also appreciate it if you can provide me the name of your bank. This way, I'll be able to check if there are any reported cases.

I also recommend checking our Banking and bank feeds page. From there, you can read and learn some best practices in managing your QuickBooks Online (QBO) bank feeds.

I'll be around to help if you have any other banking concerns.

W

walker7Author

After talking with 2 QB support people yesterday and 1 this morning, I have unlinked/relinked the account, cleared cookies/cashe, and used the update button multiple times to no avail.

MichelleBh

Level 8

I understand how precious time is for you, @walker7.

I appreciate all the effort you've spent to resolve the banking feed concern in QuickBooks Online. I'm here to provide a workaround to ensure you can track and review your transactions as soon as possible.

I know you've already called our support team. However, I still suggest reaching out to them again. This way, they can open a new ticket and investigate this further.

Please provide a case number to the agent if you have it. This way, you don't need to repeat your issue. You may also check out this article for our support hours: QuickBooks Online Support.

In the meantime, you’ll want to manually upload your bank transactions to your account. Let me guide you how:

Here's how:

Sign in to your bank website and follow the instructions on how to download your transactions as a comma-separated value (CSV) file.
Go to the Banking tab on the left side.
Click the Link account drop-down and choose Upload from a file.
Tap Browse and pick the data.

5. In the QuickBooks account field, select the account you want to upload the transactions into and click Next.

6. Review all the fields, then tap Next.

7. Click Let's go to complete the process.

After that, you can categorize and reconcile your accounts whenever you’re ready. For more details about the process, check out this page: Manually upload transactions.

Additionally, to learn more about how to resolve bank's issues, you can browse these articles:

Lastly, could you please let me know your bank's name? This way, I can double-check our reports if there's an ongoing investigation and provide you the exact resolution.

Do let me know if you have any further questions about your bank @walker7. I'm here to answer them. Keep safe.

Emma_P

Answer

Community Manager

It's frustrating to still be stuck here after going through support three times already. Since the balance itself is pulling through correctly, this usually isn't a broken connection so much as the transactions ending up somewhere other than where you're looking for them, or the update itself needing another push.