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J
JBGB
October 3, 2022
Question

Missing transactions since cut off date for updating Express Web Connect

  • October 3, 2022
  • 1 reply
  • 0 views

Apparently I never received any notice that there was a cut-off date to update to the new Express Web Connect. The business I work for uses Discover. I had not imported transactions since the end of April. Last week, I downloaded the transactions from Discover, went to import them into QB as a qbo file and kept getting an error message that the transactions were in a file not supported by the banking institution. I went through all the troubleshooting steps, and eventually disconnected the Discover Account Center and added the new Discover Express Web. However, at this time I was unaware there was a difference, and while there were transactions from July to September, the transactions from April to June were missing. In desperation, I deleted the pending transactions that did appear. I then reached out to Intuit and connected with an agent who also didn't know what was going on. She even had me set up a test company. I then called Discover and it was Discover that told me that QB had disabled the ability to import transactions manually. The next day I called Intuit and was with an agent for two hours and she could also not figure out a way to import the missing transactions. Curiously, on Discover, the qbo file type is no longer there. Is there anything that can be done, or will I have to manually put in each individual transaction? I never got any notice and now I realized that I am probably going to have the same issue with Chase (since the cutoff date was 9/27/22). 

1 reply

A
AileneA
October 3, 2022

Hello, JBGB. 

 

I appreciate the steps you've done to get this working and for reaching out to our customer support team.  

 

And I want to make sure you get the best support that can help you with missing transactions in QuickBooks Desktop imported through web connect (.qbo) files. 

 

Our QuickBooks Care Team have the special tools to resolve this and I suggest you get in touch with them. They can initiate a screen share to look closely on this matter and identify the reason for missing transactions so they can bring them back.

 

Here are the steps to contact support:

 

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Click Contact us.
  4. Hit the Stat Messaging button.
     

Please take note our operating hours for chat support depends on the version of QuickBooks that you're using. Please see this article for more details: Support hours and types.


Please let me know if you have any other banking concerns by dropping a comment below. Have a wonderful day!

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