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Su WM
February 29, 2024
Question

Unable to view bank transactions

  • February 29, 2024
  • 2 replies
  • 0 views

We are seeing the below error when trying to view and match bank transactions.

 

If we filter by Money In, we're able to see customer payments and match them, but none of the other filters work, neither does viewing All transactions.

 

It works until about 8am each day, then goes like this for the rest of the day.

 

We have tried disconnecting and reconnecting to the bank and cannot see why it is having this problem.

 

Please can anyone shed some light on what's going on? We are assuming it's an issue at the QBO end as there are no other problems with the bank.

2 replies

K
KimberlyS
February 29, 2024

We appreciate you providing the details about your concern, Su WM.

 

I can see the necessity of reviewing transactions to ensure your record is accurate. With this, I'll share some troubleshooting steps to help you achieve your goal.

 

We currently don't have any reported cases about the error message you've received. Therefore, I recommend utilizing a private browser to check if this can be a browser-related issue. A corrupted cache file usually causes unexpected behaviors when navigating QuickBooks Online. 

 

You can follow these keyboard shortcuts depending on your browser:

 

  • Google Chrome: Ctrl + Shift + N
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Shift + Ctrl + P
  • Microsoft Edge: Ctrl + Shift + N

 

Once done, clear the cache on your regular browser. Also, please note about the system-supported browser for the best and most secure experience.

 

Moreover, you might want to review this material for guidance on organizing your transactions accordingly: 

 

 

Feel free to inform us in the Community if you have additional questions when reviewing transactions or other related concerns in QuickBooks Online. We're here to lend a hand.

S
Su WMAuthor
February 29, 2024

We have tried using a different browser / incognito/private browser, and have cleared cache and cookies. Both of these have been tried on two different computers, yesterday and today. We are still having problems and I do not believe that it is a cache issue.

We have been able to view all outgoing transactions in order to match them, until around 8am UK time, on both days. After 8am the error message comes up and we cannot see any more outgoing transactions / have to filter for incoming ones to be able to match our customer payments.

In looking this problem up I have seen an older post where someone had the same error, and it was a QuickBooks issue instead of end-user. Please can someone look into this possibility?

G
GeorgiaC
February 29, 2024

Hi Su WM, thanks for trying those steps! 

 

It's unusual that the issue would be affected by time of day; does the error happen on more than one network connection (e.g. Wi-Fi and mobile data hotspot), and are you connected to a VPN (virtual private network)? Please also confirm the name of the bank provider so that we can check for any specific reports of issues with our team.

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Su WMAuthor
February 29, 2024

Hi GeorgiaC, thanks for the reply.

 

I don't know whether the time of day is the factor, just that my manager has been able to match payments before 8am and then not afterwards.

 

We are on a cabled company network, no VPN and we have not tested this with WiFi but I can do so if needed (if the issue is still continuing tomorrow).

 

The bank provider is Wise.

A
AnneMariee
February 29, 2024

Thanks for getting back to this thread, Su WM.

 

Currently, we have not received any other reports of users encountering an error message at a specific time of day. Therefore, I suggest reaching out to our Customer Care Team for assistance. They will be able to examine your account details in a secure environment and initiate an investigation into the root cause of the error you're experiencing.

 

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

 

  1. Go to the Help menu and select the Search tab.
  2. Next, click Contact Us.
  3. Then, enter a brief description of your concern and select Continue.
  4. 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 this issue is fixed, you can learn more about reviewing your bank and credit card transactions by referring to this article: Categorize online bank transactions in QuickBooks Online.

 

Get in touch if you have any other concerns about online banking and your transactions in QuickBooks. I'm just one post away to help you out.

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