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M
mark352
December 15, 2023
Question

QBO has download our Chase Credit Card information incorrectly. Called QBO and got no assistance.

  • December 15, 2023
  • 4 replies
  • 0 views
QBO has downloaded the same transaction to different credit cards; has downloaded transactions to the wrong credit card.  There are over 1,000 transactions that are wrong.  Called help and spoke to Hailey (she could not provide any other identification) or told me there was no solution.

4 replies

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emilykobaconcrete
December 15, 2023

Posting on here so I can hopefully get the solution as well, same exact thing happened to me. Tried the chat support and also have no answer. Really glad that it's not just me and hoping that we won't have to go in and manually update everything, what a mess. I was in the middle of doing a profit split and now that is on hold. 

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RoseJillB
December 15, 2023

Hi there, @mark352, and emily. I appreciate you for posting your concern to the Community and letting us know about your experience in managing bank transactions from Chase Credit Card.

 

I can see the hurdle that you guys have been through experiencing the same problem with your cards. I’ve checked my resources here and found that there is already an ongoing investigation of the aforementioned incident.

 

This indicates that our engineers are making every effort to find a solution and resolve this as quickly as possible. Since they are working on this internally, please know that we cannot provide a turnaround time regarding their efforts.

 

In the meantime, you can contact our Technical Support Team. This way, you can be added to the list of affected users and receive updates via email once a fix is available. You can inform them to add you to the list affected by INV-96866:

 

  1. Sign in to your QuickBooks Online account.
  2. Click the Help button.
  3. In the QuickBooks Assistance chat box, select Talk to a Human or tap the Contact Us button at the bottom.
  4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
  5. From there, choose a way to connect with us: Chat with us, get a Callback, or call our support line directly by getting our Phone number.

 

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedule and hours: QuickBooks Online Support.

 

Once fixed, you can check out these articles on categorizing your transactions and reconciling your account. Doing so will put your transactions in the correct category and avoid any discrepancies in your books:

 

 

We appreciate your patience as we work on this. Moreover, I encourage you to post back to this thread if you need further assistance with your bank transactions or any QuickBooks-related tasks. I’m always here to help. Take care!

    T
    Tyler1
    December 18, 2023

    Same issue here, still broken as of the 18th

    E
    Ethel_A12
    December 18, 2023

    Hello there, @Tyler1.

     

    I understand you're having an issue with transactions coming from another account.

     

    I have checked that the investigation about this issue is already closed, as this has been resolved. Since you're still getting incorrect information, I recommend reaching out to our Customer Care team. You can request for a screen-sharing session with them. This way, they will be able to investigate further the cause of this issue.

     

    Here’s how:

     

    1. Sign-in to your QuickBooks Online company.
    2. Click Help (?).
    3. Select Assistant tab to get started and 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.

     

    You can then choose a way to connect with us:

     

    • Start a chat with a support expert.
    • Get a call back from the next available expert.

     

    For future reference, you can read this article to guide you in reconciling accounts in QuickBooks Online: Reconcile an account in QuickBooks Online.

     

    Feel free to comment below if you need further assistance with your bank transactions. I'm always here to help. Have a great day.

    M
    maemebridal
    December 21, 2023

    I have same Chase download issue.  Quickbooks online help not working either at this time, No Chat box available to register to be notified of solution to issue INV-96866.

    J
    jeanbiverly_
    December 21, 2023

    Hey there, @maemebridal.

     

    I'm here to inform you that the case INV-96866 is now closed. If you're still facing the same issue, you can exclude transactions to resolve it. Here's how:

     

    1. Go to Transactions and select Banking.

    2. Tick the checkboxes of the transactions you want to exclude.

    3. Click on the Batch Actions dropdown and choose Exclude.

    4. The transactions will then be transferred to the Excluded tab.

     

    If you need further assistance, you can contact our support team via chat, schedule a callback, or dial our number directly. You can find our contact details in this article: QuickBooks Online Support.

     

    Also, if you need help reconciling your accounts, you can refer to this article: Reconcile an account in QuickBooks Online.

     

    Please let us know if you have any other concerns apart from the Chase download issue. We're always here to help you out.

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