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PrincessRedneck
May 12, 2025
Question

reconcile keeps disappearing

  • May 12, 2025
  • 1 reply
  • 0 views

I am using quickbooks online - my book keeper has reconciled it 3 times - and when she goes back in the whole thing is missing.  We cannot figure it out.  To make things worse in December my account was hacked - so the bank disabled all access to it.  I can no longer download transactions - have to enter them manually.  When I enter them sometimes they are there to reconcile - sometimes they are not. 

1 reply

R
Rusimyhr
May 12, 2025

I wish you didn't have to experience all that, Princess. Not to worry, we are determined to help you find the missing reconciliation.

 

First, have you tried generating the Reconciliation report? QuickBooks Online automatically generates a reconciliation report every time you reconcile an account. To view it, here are the steps you can follow:

 

  1. Go to Reports.
  2. Type Reconciliation Report in the Find report by name search bar.
  3. Select Reconciliation Reports.
  4. Select the Account for the reconciliation report you want to view.
  5. From the Report period drop-down arrow, choose the reconciliation period.
  6. Select View Report.

 

Second, have you tried using Audit log feature? If so, I'd recommend accessing your account using the private window. This is a good place to determine if this is a browser-related issue.

 

Here are the keyboard shortcuts: 

 

  • Safari: Command + Shift + N 
  • Google Chrome: CTRL + Shift + N
  • Mozilla Firefox or Microsoft Edge: CTRL + Shift + P 

 

Once logged in, check your reconciliation data. If it works, clear the browser's cache for better performance. Using other supported browsers can also enhance your experience with QuickBooks.

 

Additionally, for a deeper understanding of reconciliation topics, please refer to this article: Learn the reconcile workflow in QuickBooks.

 

Let us know if you have further updates and questions regarding your missing reconciliations. The Community has your back. Stay safe!

P
PrincessRedneckAuthor
May 13, 2025

Thank you for the response. 

Neither of those worked for me.  Here is a screenshot of the days it was reconciled - 

I want to note - that only @ 30 of the June transactions are showing. We cannot redownload them because in November my account was hacked hard and the bank completely disabled that account.  We can print the paper statements but cannot link the bank. 

I do not doubt she is doing it - because 4 times after she has messaged me telling me she had it reconciled thru September and when she goes back in June - September have disappeared.  She is worried if we keep adding the transaction manually it will duplicate.  

MorganB
MorganB
May 13, 2025

Thank you for giving those troubleshooting methods a try, PrincessRedneck.

 

Since the issue is persisting, I recommend reaching out to a member of the QuickBooks Online Support Team. Agents have specialized tools, like the ability to share your screen, as well as the ability to escalate this information further if need be. Here's how to get in touch with the team:

 

1. Click the Help (?) button.
2. 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:
    a. Start a chat with a support expert.
    b. Get a callback from the next available expert.
 

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

 

Please don't hesitate to drop a comment below if you have any other questions. I'll be here to help in any way that I can.

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