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Why can't I see Reconcile as a Company Admin in QuickBooks Online even though my role has full access, and do I need to connect the bank myself?

Forum|Forum|2 years ago
April 2, 2024
7 replies
69 views

Attempting to access "Reconcile" and keep getting the set up page. I am a Company Admin (CA) with no restrictions. Our Primary Admin (PA) connected the banks and has done bank reconciliations since our conversion to QBO Advanced from QB Desktop. The PA can see everything under "Reconcile", but I as the CA am not able to see anything. I get this Set Up screen no matter which option/route I use to get there. See attached .jpg for reference.

Question: Does each user have to connect to the bank just to see the Reconcile tab, functions, and reports? To my knowledge, though, there is only one login to the bank so will it be impossible for me to see this function?

QuickBooks Online

Best answer by katelynner

No, you don't need your own separate bank connection to see Reconcile. Company Admin and Primary Admin share the same access tier in QuickBooks Online: both can access everything in the account, and the only things a Company Admin can't do are change or remove the Primary Admin's own access and edit the Company info tab. Reconciling isn't listed as an exception, so by role alone, you should see the same Reconcile screen and history as your Primary Admin.

Since that rules out a permissions cause, what you're seeing is more likely a display or session glitch than an actual restriction. Here's what to try, in order:

Go to a different entry point for the same feature. Go to Transactions, then Chart of accounts, find the bank account, select View register, then select the Reconcile button from there instead of the main Reconcile menu item.
If that still shows the setup screen, try an incognito or private browser window, or a different supported browser, in case a stuck local session is showing you a stale "get started" state.
If neither works, this is worth taking directly to QuickBooks Online support with your specific account, since an admin-level role not displaying its actual access is an account-specific issue at that point, not something fixable from the front end.

For the full breakdown of what each role can see and do: User roles and access rights.

If you do decide to connect with support on this, it's worth mentioning that the Primary Admin's Reconcile history displays fine while yours doesn't, since that's the detail that points away from a simple permissions fix and toward something specific to your user session or account setup.

L

LollyNino_C

QuickBooks Team

Thanks for posting in the QuickBooks Community, @FHG-CH. I'll ensure to share information about getting user access to reconcile in your QuickBooks Online (QBO) account.

If you're the Primary Admin, you have access to every part of the QuickBooks account. The same goes with the Company admin. The only distinction is that the Company admin cannot edit or remove the Primary Admin's access.

Since the Primary Admin connected the banks and reconciled the banks, please make sure that the login used is correct.

You might want to check these articles related to QBO roles:

Moreover, I'm adding this article to guide you with other fixes for reconciliation errors: Undo or remove transactions from reconciliations in QuickBooks Online.

Keep us posted in the comments below if you have additional questions about managing reconciliations. We'd be glad to have you in this forum. Have a great day ahead!

F

FHG-CHAuthor

@LollyNino_C,

Thank you for your reply, but you gave me information I'm already familiar with and never answered my question directly. I've not found any solutions in QB Support or on Google. If you are unable to answer my question, is someone else able to help me? Or where do I need to go to get answers?

Thanks. I really need help and a solution to this issue. It's hindering my ability to complete tasks.

M

Mark_AG

Level 1

Hello there, @FHG-CH.

I understand how challenging it is to find answers through the internet to reconcile an account in QuickBooks Online Advance. Rest assured, I'm here to help you get past this setup screen on your QBO reconciling page, @FHG-CH. Since your primary admin has already reconciled using QBO Advanced, then let's proceed to an alternative.

Let me share some workaround that can help you get through this. You can head to the Chart of Accounts as an alternative way of going to the Reconcile page.

Here's how:

On the left menu, go to Transactions and select the Chart of Accounts tab.
Look for the bank or account you want to reconcile and click View Register under the Action column.
Click the Reconcile button.

If it shows the same setup page, I recommend contacting our QuickBooks Online support to investigate this further and apply a solution as soon as possible. Please also ensure to inform your primary admin about this.

After successfully reconciling your bank, you can consider closing your books yearly to control undesirable changes before filing your taxes.

Feel free to leave a reply if you have other concerns besides reconciling in QuickBooks Online Advanced. I'd be glad to help you anytime.

katelynner

Answer

Community Manager

No, you don't need your own separate bank connection to see Reconcile. Company Admin and Primary Admin share the same access tier in QuickBooks Online: both can access everything in the account, and the only things a Company Admin can't do are change or remove the Primary Admin's own access and edit the Company info tab. Reconciling isn't listed as an exception, so by role alone, you should see the same Reconcile screen and history as your Primary Admin.

Since that rules out a permissions cause, what you're seeing is more likely a display or session glitch than an actual restriction. Here's what to try, in order:

Go to a different entry point for the same feature. Go to Transactions, then Chart of accounts, find the bank account, select View register, then select the Reconcile button from there instead of the main Reconcile menu item.
If that still shows the setup screen, try an incognito or private browser window, or a different supported browser, in case a stuck local session is showing you a stale "get started" state.
If neither works, this is worth taking directly to QuickBooks Online support with your specific account, since an admin-level role not displaying its actual access is an account-specific issue at that point, not something fixable from the front end.

For the full breakdown of what each role can see and do: User roles and access rights.

If you do decide to connect with support on this, it's worth mentioning that the Primary Admin's Reconcile history displays fine while yours doesn't, since that's the detail that points away from a simple permissions fix and toward something specific to your user session or account setup.

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