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Drgabe
February 8, 2022
Question

Incomplete Snycing American Express

  • February 8, 2022
  • 2 replies
  • 0 views

Hello,

  For more than a year I've noticed that a personal credit card with American Express Doesn't sync all transactions.  I've read where others have complained about this.  It appears to be associated with QBO and I've read where others have complained last year but I'm still seeing it.  Interestingly there are multiple cards associated with the account.  Mine seems to always download but my wife's card which is a sub account of my primary almost never comes through.  Fortunately, I figured out what was going on but it's a pain to have to download the transactions from AmEx and then import them.  It's a pain but could be worse since AmEx let's you separate card holders and download just those transactions then import into QBO.  This has been going on for a long time.  I've tried disconnecting the account then reconnecting but same problem. There's no error just missing transactions when you go to reconcile.  Anybody having the same problem and if so do you have a solution?

 

Thanks,

 

Gabriel

2 replies

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GlinetteC
February 8, 2022

Hello there, Drgabe.

 

I appreciate the detailed information about your concerns. Let me share insights about this.

 

It depends on where the transactions can be downloaded. If it's for the parent account, then connect the parent account. If it's a sub-account, then connect the sub-account. You can check this article for more information: Create subaccounts in your chart of accounts in QuickBooks Online.

 

For the missing transactions, you can either import them or add them manually in the system. Then, once transactions are added you can reconcile them. Here are reconciliation-related articles for your guide:

 

 

Don't hesitate to let me know if you have further questions. I'll be around to help you out. Have a great day!

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DrgabeAuthor
February 9, 2022

Thanks for your reply,

I do understand the process of creating a subaccount beneath a parent account. I am not referring to accounts within quick books online. I am speaking more specifically about bank accounts and credit card accounts.

I am a physician and we have a business and a personal account with American Express. Each of the accounts has multiple cards associated with it. Each of my practice locations has a business credit card so my staff can make business related purchases. My wife also has a business credit card tied to the same account as she too works for me and purchases for our practice. I am the primary account holder with a credit card as well. When connecting QBO to American Express for purposes of downloading the transactions, all of the transactions including all cards comes through. It works perfectly fine. All transactions made from all business credit cards syncs with QBO.
On the other hand I have a personal American Express account for which only my wife and I have cards. I am the primary card holder. The 2nd card belongs to my wife. That's it, no other credit cards. For years now I've had this problem. When connecting to American Express to download and sync transactions QBO, not all the transactions come through. It's usually hers but not consistently. Sometimes mine are missing as well. Thankfully I've discovered a pattern. There's usually a range of transactions missing. It could be at the beginning of the month, middle, or at the end. Sometimes it is more than 1 range but appears to always be a range. Thankfully American Express does allow me to view the different cards for which I can manually download a specific range of transactions. The process to manually import the transactions is an additional step that you have to be super cautious with. It it has to be done before reconcilation of the account.

I saw in the past where a QBO moderator stated they were aware of the problem and were working on it. I've also seen other users complain about this same issure regarding the syncing issue with some Amerian Express accounts. As stated above our American Express business account syncs perfectly fine with multiple cards and all trasactions come through to QBO. So respectfully to me it seems like a QBO problem needing attention. Could you please escalate this issue. I'm happy to provide the specifics of the account so you can analyze it in more detail. Also, I've disconnected the account from Amex and reconnected it to QBO without resolution.


Best regards,

Dr. Gabe

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CharleneMaeF
February 9, 2022

I know this hasn't been an easy process for you, alchuikov1. I appreciate all the efforts you've performed to get this resolved.

 

Let me make it up to you by making sure this American Express issue gets further investigated.

 

With this, I'd suggest contacting our QuickBooks Support Team. They have full access to your account and can review the bank transactions. They can also determine its main cause to ensure it won't happen again.

 

Here's how:

 

  1. Click the Help (?) icon at the top.
  2. Click Talk to a human on the Assistant tab.
  3. Enter unauthorized charges in the Type something field, then click the send icon.
  4. Select I still need a human.
  5. Choose Get help from a human.
  6. You can either select the Chat with us or Have us call you option.

 

To ensure that you'll be assisted on time, please see our support hours.

 

Additionally, I've included these articles that'll help you categorize transactions from your bank. This way, you'll be able to ensure your record is accurate:

 

 

Stay in touch with us if you need further assistance in managing your bank data, Drgabe. We're always here to help.

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Tracey414
February 23, 2023

I have been having the same issue with my American Express. However, what is more concerning is it is all on the same card (no sub cards involved). In addition, the same vendor makes a charge and it shows up two weeks later, I make another charge to the same vendor, same card, on a business weekday and it doesn't show up. It is a hit and miss. I have found just for the month I am reconciling now 7 missing transactions unaccounted for all from different vendors. Quickbooks support leaves me with no explanation or confidence that it will not be a temporary issue but an ongoing delay in business reconciling and something we just have to  manually input and deal with if we want to use quickbooks.

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vale2
March 21, 2023

I have had this same issue. I think all have to do payment link? Lost transactions that don't go into QB accounts as paid and no notification. 

Adrian_A
Adrian_A
March 21, 2023

Hello there, vale2.

 

Let's get this resolved so you can continue working on your QuickBooks account.

 

Let's update your account manually by going to the Banking tab and selecting Banking. Then, click Update.

 

For the other transactions, you can bring them by uploading into your QuickBooks Online account: Manually upload the transactions.

 

Once done, you can check these references in catgorizing the transactions:

 

 

If you still don't see the transactions, I'd suggest reaching out to our phone support team so we can investigate this further. You can do so by clicking the ? Help icon.

 

Keep me posted whenever you have concerns about the categorization process.

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