Question

detail on credit card transactions

Forum|Forum|2 years ago
January 8, 2024
3 replies
0 views

Our credit card transactions import directly, and we have an account with multiple cardholders. Since 01/01/24, the card holder name no longer appears in the "bank detail" line of the transaction. Has this happened to anyone else? Is there a fix?

QuickBooks Online

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Shania_C

I understand how important it is for you to be able to work on your business smoothly with QuickBooks Online. I'll assist you with your questions and provide some clarification. To help you efficiently, may I have the precise information on your concern? Could you please provide me with additional details as to what specific credit card you have been using? Since it might be that you are an affected user in an ongoing investigation.

Your cooperation is greatly appreciated as it will provide us with a solution. If you provide a screenshot, please be careful not to include sensitive information. This precaution is taken to prevent any potentially scheming activities. I'll be waiting for your response. Please keep in touch. Take care.

L

LW2024Author

BANK DETAIL UPS* XXX-XXX-1648 GA XXXX-XXXXXX-X????

BANK DETAIL UPS* 800-811-1648 GA XXXX-XXXXXX-0???? - John Doe

The 1st item is from 01/01/24 and the 2nd item is from 12/19/24 --- both from Amex card transactions. This is the "Bank Detail" line from transactions imported from Amex. All transactions prior to 01/01/24 show the cardholder's name associated with that specific card

JoesemM

Thanks for the prompt response, @LW2024. I appreciate you sharing additional details about the bank transaction details in QuickBooks.

When importing bank transactions, QuickBooks depends on the information provided by your bank, specifically for American Express (AMEX) transactions. That said, we have no control over the information that will be given to us.

Since you're experiencing a situation where your bank details are no longer showing up in your transaction history, it might be a good idea to contact the support team at American Express (AMEX) for assistance. They can provide you with more detailed information about the status of your account and help you understand why this issue is occurring.

Also, you can refer to these articles for guidance on the categorization and reconciliation process of your account in QuickBooks:

If you have further questions about bank details or need assistance with other areas, please feel free to let me know by replying below. I'm always here to lend a hand. Stay safe.

E

E-ZStorage

I've been experiencing this same issue for the last 2 months and cannot figure a work around... All our bank details show "CMPY ID:1234" and no other useful information. In the past it used to display the company name and such. Same with our security deposit account. No longer shows the check # in bank detail, just "CHECK"...

Very frustrating as it seems like a QB issue. They say its our bank but how come this is happening to multiple QB users?

MariaSoledadG

I wish I could make it better, E-ZStorage.

May I know what's the name of your bank? This way, we can double-check if other users are experiencing the same issue. QuickBooks Online (QBO) is dependent on the information provided by your bank. You'll want to check out with our bank to see if there are notifications or maintenance that cause the error to appear on your end.

If there's none, I suggest contacting our support team so they can check out why is this happening and investigate further. They have the tools to pull up your account in a secure environment. To reach out to them, follow the steps outlined below:

Sign in to your QuickBooks Online company.
Select Help (?).
Select either tab to get started:
- Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
- Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  - Start a chat with a support expert.
  - Get a callback from the next available expert.

In the meantime, you can manually change the information in the bank detail field to correct them.

Moreover, learn how you can categorize bank transactions once QuickBooks downloads the information on the banking page. To give you more details, read this article for reference: Categorize Online Bank Transactions In QuickBooks Online.

You can always get back to us if you need further assistance with bank details. Remember, we're here to get you covered any time of the day. Have a nice day!

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skessler

This is happening to many QB's users. This is causing huge issues and taking WAY TOO MUCH TIME. I have about 25 Amex cards, and now I have to look up each card number to know who the employee is. I called Amex, and they said it was a QB issue; I called QBs, and they are saying it is an Amex issue. How do we resolve this?

Please help find a solution; the suggestion to manually update the bank details is ridiculous; at that point, we could go back to using a good old-fashioned checkbook.

PLEASE HELP. Thank you!

SLK

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tgl641

I'm having a similar problem. My Amex business account had two cardholders, and QB treated this as two separate accounts (this started when I set up the business five years ago). So even though Amex has multiple cardholders on a single account, QB always treated this as two separate bank accounts. Even though this is poor financial tracking, Intuit/QB support told me at the beginning that is how it is with Amex accounts. So I adapted and worked in this way for the past 5 years.

Now, since Jan 1, the behavior in QB changed. I first had to reauthenticate my Amex business account, and now it no longer recognizes the second card holder (only me, the primary). AND it does not import the second card holder transactions. That card holder does not have an AMEX account. So there is no additional login that i could provide to import those transactions.

This is a QB issue, even if Amex changed the way they send data, because this is how the data is imported and managed in QB. Please do not direct me to Amex, it is not an issue with Amex.

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AnneMariee

I understand the importance of this concern, as well as the need to get it resolved quickly, @tgl641.

The issue you're experiencing with your Amex bank account is related to the ongoing investigation that we're actively working to resolve. Please know that we're working on fixing this problem. For now, I recommend contacting our QuickBooks Online Support if you haven't been added to the list of affected users. This way, you'll receive an email notification once an update becomes available.

Here's a step-by-step guide on how to contact us:

Go to the Help menu and select the Search tab.
Then, click Contact Us.
Then, enter a brief description of your concern and select Continue.
Lastly, choose either Start a Chat or Get a Callback to start connecting with them.

You can reach our support team Mondays through Fridays from 6:00 AM to 6:00 PM Pacific Time and Saturdays from 6:00 AM to 3:00 PM.

Once the problem has been resolved, it's important to reconcile your QuickBooks accounts to ensure they correspond to your real-life ones. You can refer to this article for your guidance: Reconcile workflow.

Let me know if you have other concerns about your bank accounts or transactions in QuickBooks. I'm always available to lend a helping hand. Keep safe.

B

BillyBoyBoy

I'm not sure if the others are suggesting this, but I was wondering if there's a way to add a column to display in the register that shows the cardholder for each transaction.

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