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wak0511
December 31, 2020
Question

Why are payments coming in as undefined online banking matches?

  • December 31, 2020
  • 4 replies
  • 0 views
I match inbound payment transaction to outstanding invoice but still get undefined online banking matches message on payments. The payments remain in Undeposited Funds.

    4 replies

    C
    Catherine_B
    December 31, 2020

    Hello there, wak0511.

     

    If you're using QuickBooks Payments, it's possible that the account you selected where to deposit your payments is the Undeposited Funds. You'll want to select a bank account where payments are deposited.

     

    You can check out these articles for more details: 

     

    Let me know if you need more help. Take care!

    W
    wak0511Author
    December 31, 2020

    The payments are matched to invoices and but not removing themselves from undeposited funds appropriately.  Usually it shows in and and out of UD so that account stays at zero. It keeps growing with this issue.

    Jen_D
    Jen_D
    December 31, 2020

    Thanks for posting here, @wak0511,

     

    If you're using QuickBooks Payments, the system will auto-assign the customer payments into the Undeposited Funds account. 

     

    In order to match it to the online banking entries, you'll need to create a bank deposit. This process will move the funds to the register and zero out the UF balance. 

     

    Here's how:

    1. Select + New.
    2. Select Bank Deposit.
    3. From the Account ▼ dropdown, choose the account you want to put the money into.This image shows a normal bank deposit screen with a number of deposits on the page.
    4. Select the checkbox for each transaction you want to combine.
    5. Make sure the total of the selected transactions matches your deposit slip. Use your deposit slip as a reference.
    6. Select Save and close or Save and new.

    However, if this isn't the case for you, I recommend contacting our Support Team to get further assistance. They can look into your account and help ensure you're able to match everything appropriately.

     

    To reach us on time, our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays. Follow these steps to get a live representative:

     

    1. Go to the Help menu then select Contact us.
    2. Enter the keyword Account Management and Billing in the What can we help you with? box.
    3. On the next screen, scroll down to the Choose a way to connect with us section.
    4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
    5. When using the messaging option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you after filling in the information needed. See this:

    When you're connected, provide all the information about your concern or request a viewing session with out representative.

     

    I want to know how it goes, so I can make sure this is resolved. Just add another comment below and I'll be right here to help. Have a good one!

    B
    Benj_Acuña
    December 24, 2021

    Turns out this issue 1st occurred nearly a year ago and yet it's still an issue.

     

    I first encountered it few months ago on matched transactions in under Paypal account but still showing as "undefined online banking matches" when the transaction is viewed.

    A
    AileneA
    December 24, 2021

    Hello, Benj_Acuña. 

     

    We'll go ahead and sort things out by doing some basic troubleshooting steps. The stored cache can sometimes cause unusual browser behavior. 

     

    Let's log in to your QuickBooks Online company using a private window. Here are the keyboard shortcuts in opening a private/incognito window: 

     

    • Google Chrome: Ctrl + Shift + N
    • Internet Explorer: Ctrl + Shift + P
    • Mozilla Firefox: Ctrl + Shift + P
    • Safari: Command + Option + P

     

    Once done, you can now start matching your transactions. Here's how:

     

    1. From the left pane, select Banking.
    2. Tap the tile for the account you want to review.
    3. Press the For Review tab to start your review.
    4. In the Action Column, find a downloaded transaction by clicking the Find Match option.
    5. Select Match.

     

    If you can match the transactions completely, you'll have to clear your regular browser cache.  

     

    If the same thing happens, I recommend reaching out to a member of the QuickBooks Support Team. Agents have specialized tools, such as screen-sharing, that would be particularly helpful in this situation. Please refer to this article to contact our support team: QuickBooks Online Support.

     

    You can always get back to us by leaving a comment on this thread. We're already ready to help with any QuickBooks and banking concerns you have. Stay safe.

    E
    edfcdfdv
    April 5, 2023

    Because the account the transaction was originally deposited to was deleted or has been disabled/made invisible.

    S
    SteveTreasurer
    May 10, 2024

    I just noticed this issue yesterday. 30 minutes with phone support makes me think that QB knows this is an issue but doesn't know how to fix. Thanks for the workarounds.

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