Question

American Express not importing all card holders transactions

Forum|Forum|5 years ago
September 29, 2020
7 replies
0 views

Thank you in advance for your solutions.

I have spoken to support several times for several hours over a years time and this QuickBooks bug still remains. Please help (-:

PROBLEM: The American Express brilliant non-business credit card account is not uploading the transactions from the additional card holders on the same account. (Even when the card holders are listed as a sub accounts those sub accounts do not get automatically updated either. This was one suggested solution that didn’t work.) Currently, every month I have to manually enter all those transactions for the non-primary card holders.

(FYI, My business American Express account works fine.).

QuickBooks Online

J

JonpriL

Hello @gail315,

All transactions downloaded into your credit card account depends on the data shared successfully by your financial institution. You're on the right track in manually uploading them for keeping up a record in your account in QuickBooks.

Below are some instances which can be the reason why your credit card accounts won't update automatically:

If there's a minor or major update in your bank or credit card information
An update on your bank or credit card's website
Changes in your Online Banking Login credentials
Bank or credit card outage and other scheduled maintenance

With this, I'd recommend contacting the Technical Support of your financial institution. From there, a specialist can help you map your credit card accounts accordingly so your transactions will be downloaded correctly.

For the steps in organizing your online transactions and keeping with the accuracy of your credit card account balance, consider reading this helpful article for reference: Categorize and match online bank transactions in QuickBooks Online.

If there's anything else that I can help you with, please let me know in the comments below. I'll be here to lend a hand.

G

gail315Author

Okay so you’re saying the problem is with American Express and I should contact them. It’s American Expresses fault that QuickBooks is not downloading the transactions from the American Express Brilliant card account of the additional cardholders.

MariaSoledadG

I know how you want for the American Express brilliant account to download transactions, gail315.

QuickBooks Online (QBO) automatically downloads transactions when you connect your bank or credit account. Since your other American Express is working fine, while the other bank account isn't, I recommend contacting our support team so they can help you check on what's going on with the other account. They have the tools to pull up your QBO account in a secure environment.

Here's how to reach them:

Sign in to your QuickBooks Online company.
Go to Help (?).
Select Contact Us.
Enter your concern, then select Let's talk.
Choose a way to connect with us:
- Start a chat with a support expert.
- Get a callback from the next available expert.

You'll also want to review your bank and credit card statements to make sure they match. Please read this article for more information and reference: Reconcile An Account In QuickBooks Online.

Feel free to let us know if you have any additional questions. Remember, we're always right here to help you.

N

nhubbell2

I have been dealing with this problem for about a year now with my American Express Bonvoy card. I think most everyone is having the same problem with the transactions made by additional card holders not showing in quickbooks online even though it clearly shows on the transaction history when you log into American express. I have tried multiple times to contact support and nobody understands. You are doing the right thing by manually downloading them. Hopefully things will change at some point. Previously we had no issue with transactions downloading even though they were made by other card holders on the account.

C

Cherokeecpa

We are also experiencing this with several clients. The primary card holder will download but not the additional authorized users. We have to manually import. This changed about a year ago and we suddenly started seeing it happen with all QBO clients.

The work around is to manually import the missing transactions. I agree that whenever I call support, the support team does not seem to be aware of the issue and there is no solution in site.\

This is a huge issue and has added bookkeeping time for some clients. Now that Intuit is offering bookkeeping, I am surprised they are not interested in helping fix.

Intuit - please make this a priority and get with AMEX to fix.

R

RCV

This is not the impression we want you to experience when using the Bank Feeds feature, Cherokeecpa.

This is an ongoing issue where American Express not importing all cardholders' transactions though they get the Receive Authorization Successful message. Rest assured our engineers are working together for the permanent fix of this issue. In the meantime, we can manually upload the missing transactions into QuickBooks Online (QBO).

Once done, please reach out to our Customer Support Team to add you and your client as one of the affected users of this issue. They'll pull up your account in a secure environment and send you an email notification once there's an update on this one. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how to reach them:

Go to the Help menu at the upper right.
Select Contact Us.
Enter your concern.
Click Let’s talk.
Choose Get a callback.
Type in your contact info.
Select Confirm my call.

Feel free to visit our Banking page for more insights about managing your bank account.

The Community will always have your back if you need a hand with running your business in QBO. Assistance is just one click away. You have a good one.

N

nahakr

Same problem and both Amex and QBO seem unwilling to help, it is VERY frustrating.

N

nahakr

I found the solution to this issue, here are the steps:
1. Delete the bank connection in QBO
2. Re add the connection, but this time select "American Express Credit Card(US)- Parent Accounts" as the name of the bank.
3. Select the primary cardholders account.

Thats it!

Woohoo!

I

infoT

Did not work for me. Very frustrating.

R

ReyJohn_D

I'd also feel frustrated when faced with serious issues like this, @infoT.

I want to make it up to you by making sure this gets resolved as soon as possible.

Since the above steps didn't fix your online banking issue (American Express), I recommend getting in touch with our support team. They can investigate further why you're unable to download your transactions or even escalate this one if needed.

To get our live support, please follow the steps outlined by my colleague @RCV above. Just make sure to contact them within the business hours so they can assist you promptly.

For now, I recommend manually importing your entries into QuickBooks.

When you're all up and running again, you can start categorizing and matching your transactions. This process helps make sure you're putting them into the right accounts and prevent any duplicates.

For good practice, you can reconcile your account to ensure your QuickBooks records matches with that of your bank statement.

I'm still around to help you if you have more banking concerns or any QuickBooks-related. Just comment back below so I can assist you further.

P

pknonn

Hello!

I've reconnected multiple Amex accounts with this issue now for my QBO clients.

Disconnect the credit card in the chart of accounts, then re-link the account in bank feeds.

Look for "American Express Credit Card(US)- Parent Accounts" as the bank to connect to.

It has occasionally taken a couple attempts to get it to connect, but it has worked for 10+ clients for me.

Hope that helps!

F

FabianaT

This worked for me but QBO requests two separate chart of accounts for each card but my Amex statement is all together, how do we reconcile?

JenoP

Let me join the thread and offer my help, FabianaT.

You can make the other account a sub-account. This way, transactions are still downloaded to it and are part of the statement when reconciling the parent account. Here's how:

Go to your Chart of Accounts and look for the account that will be changed to a sub-account.
Click the drop-down list beside View register and select Edit.
Check the box for Is sub-account, then look for the parent account in the drop-down list.
Click Save and close.

You can take a look at this article for additional details about this: About Bank or Credit Card Subaccount Setup.

Feel free to save these articles just in case you might them when working with your banking transactions in QBO:

As always, you can reach out to us again if you need anything else when working on the software. We're always here to help and make sure everything is working fine.

N

nhubbell2

FIXED!! to have transactions import for all additional users for American Express including main account. Each user has a user name and password. You will need to know this information so you can merge the accounts.

1. Go to chart of accounts. Create a new credit card account. You might want to call it "Amex Parent Account". It will ask you the balance. Go to your main account and enter the balance for todays date. (you will not want to link this account you just created in the banking page)

2. After you create the parent account, find the original Amex credit card account that was importing in QuickBooks originally and edit that account. Under where it shows sub account check that box and select the parent account that you created above.

3. Go back to your main banking page. Link a new account. You will want to link the additional users amex credentials. After it links the account go back to chart of accounts and edit the account and select sub account as the parent account. You will then see the main account on your banking page and it will bring in all the transactions. If you have more users, you will need to do this for each user account. You may want to import the transactions manually for the main user before you do this so you have all the transactions in there from previous dates but this works!! If you balance if off in the parent account, you could always journal that balance to fix it by selecting the new button and selecting "Journal Entry". Hope this helps!!

G

gail315Author

Unfortunately, this is not a complete fix because the issue remains that you can not reconcile from the ONE bank statement like you can from the American Express Business card. (The issue of downloading the transactions goes hand-in-hand with then being able to reconcile the account.)

SOLUTION: QBO can do exactly as they have done with the AMERICAN EXPRESS BUSINESS card.

Both the BUSINESS and BRILLIANT cards have one account with multiple account holders.

The Business card works and the Brilliant card does not work.

The Brilliant card does not download the transactions from the additional card holders like the Business card does.

Therefore, you cannot reconcile the Brilliant card without doing manual work.

K

kohlmanndean

Dear Quickbooks,

How on earth is this not fixed yet?

It's such a simple change! Either don't split up the transactions into multiple cards OR accurately split the total balances for the cards in QB. Seriously ridiculous.

Sincerely,

Yet another overpaying customer.

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