Question

Is anyone else experiencing problems with Chase accounts overlapping in banking transactions?

Forum|Forum|2 years ago
December 18, 2023
8 replies
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Original commenter did not share additional details

QuickBooks Online

J

Jhopper

Yes. Transactions showing on the wrong cards, multiple cards, etc. It's a mess. Started last week.

L

lynnmacdougallAuthor

Have you been able to talk to anyone at quickbooks about what the problem is? Its almost impossible to get someone who can actually help?

BigRedConsulting

Yes, it happened to me as well, but not using QuickBooks.

I have a business CC from Chase that I use for personal use but I track it in Quicken. All of the cards on the account each had all of the account's transactions downloaded to it - including many transactions that had already been downloaded, just like you describe.

Since it is happening with Quicken as well, I think it's a Chase issue and not QuickBooks.

M

MadelynC

I can see the relevance of getting timely assistance whenever you need it, Lynn and @Jhopper. At the moment, we haven't received any reports of Chase accounts overlapping banking transactions.

QuickBooks Online is only dependent on the information shared by your bank. Thus, every detail during the download process relies on what the Chase account shares.

Since both of you are experiencing this issue, including BigRedConsulting, I recommend contacting your financial institution to enquire about this occurrence. They may be performing system maintenance which has caused transactions to overlap.

If their program functions properly and no updates are running, it’s best to contact our support team for assistance. They can provide a specific resolution to fix the issue as quickly as possible.

Here's how:

Sign in to your QuickBooks Online account.
Go to the Help (?) menu.
Select the Search tab, then click Contact Us.
Enter your brief concern in the field.
Tap Continue.
Click the Chat or Callback option.

Once your bank transactions are downloaded accurately in QuickBooks, you can categorize them immediately to ensure smooth reconciliation.

If you have other banking concerns, simply add comments below. I’ll be here anytime to help, Lynn and @Jhopper.

L

lynnmacdougallAuthor

Hello Madelyn and thank you for your reply. I just checked again and there is an alert:

"We're working with Chase Bank to fix your connection. You'll see an alert here as soon as there's an update.

Dec 13, 2023"

So - yes - QB is aware of some problem somewhere. I have experienced this with QB before where the availability for "help" via chat and phone call is totally unaware of big picture problems.

Yes, I already had followed the protocol you listed below prior to posting here. And - as usual - gave up because it is a time consuming process that rarely ends in solutions. Over the past year I have tried this several times and only once have had a helpful interaction. Even then it took about 10 days for the "tech" team to fix the problem. Each interaction via chat or call starts back at the beginning without checking previous recorded contact and it takes HOURS! There also is often language barrier which often hampers the interactions. The whole process is incredibly frustrating which is why I posted here instead.

I don't know what else to say - can you advise on better customer support? Thank you.

C

Captifi

Yes, I have the same problem with two of my clients, one uses QBO and the other uses QBD.

Well over 100 duplicate transactions were imported.

T

tescosolutions

I am experiencing the same issue, we have 4 credit cards under 1 parent account and the transactions are overlapping in all of the accounts. It is frustrating!

MJoy_D

I can share some information about adding credit card accounts in QuickBooks Online, @lynnmacdougall.

The transactions displayed in your QuickBooks Online (QBO) account are dependent on how your bank shares them with us. To avoid duplicate transactions with your credit card account, you should only connect the parent account if all the transactions are downloading to one account. However, if the transactions are downloading to individual accounts, it is best to connect the sub-accounts and not the parent account. Here's more information about connecting your credit card accounts in QBO:

In the meantime, you can exclude those duplicate transactions:

Go to Transactions and select Bank transactions.
Select the For Review tab and click the checkbox of the transactions to exclude.
Click on Exclude.

Here's a detailed guidance with excluding a bank transaction you downloaded into QuickBooks Online.

Once resolved, make sure to reconcile your accounts to always match your bank and credit card statements.

I'm always here if you need further help or information about handling your credit card transactions in QBO. Keep safe, and have a wonderful day!

L

lynnmacdougallAuthor

Thank you for your reply. Sadly that is not the problem. All of us have added our credit cards correctly and according the protocol below and everything has been loading fine. Then suddenly last week the QB system of loading the transactions crashed. If you read through the comments you will see this. I definitely know how to exclude - as I have to do this every time this happens -and have begun the clean up process. This is not the question nor the solution.

What I am asking is for an update on what QB and Chase are doing to resolve the issue? This is a problem in the QB system - it is not user/customer error. I am asking you or another administrator to update your paying customers on what QB is doing to fix the problem?

T

TeresaWil

Yes, it's a huge mess, transactions posted to the wrong cards

L

lynnmacdougallAuthor

Thank you everyone for your input. I am wondering if someone from Quickbooks can now respond with an update: What is quickbooks doing to resolve this issue and what is the status of the issue? Two QB customer services reps have chimed in on this thread - can either of you or another QB employee offer an update?

C

criscran

Having the same problem, as I'm sure every other customer with multiple Chase cards is. Since we pay Intuit about $400/month for their product, a better solution than some stock answers might be nice. As has been pointed out in this thread, QB is clearly aware of the issue because the message has been displayed in the product since 12/13.

We are nearing yearend for many companies (including ours). I need to be able to reconcile statements and let cardholders know which transactions I'm missing receipts from. I cannot give them good information until this is fixed, and additionally cannot close our books. This is a huge problem for us.

A

accounting-StonebrookMedia

I'm not able to even access any of the Chase accounts. The Download button does not do anything. I can not even turn off the Online Banking function of any Chase account. Also have a notice that the account hasn't been accessed in "Over A Year Ago"

K

KayePe

We appreciate you for joining here in the thread. Let us route you to the support to help you fix this issue.

We know how urgent it is to resolve the issue that you're experiencing. With this, we'll give you the available support to get you back on track with your business. Proceed to the steps below to contact them:

In the Search tab, click Contact Us.
Enter your question and select Continue.
Select between Have us call you or Chat with us.

Once your concern is solved, visit this article as your reference in categorizing bank transactions inside QBO: Set up bank rules to categorize online banking transactions in QuickBooks Online.

Comment below for more questions about your bank transactions in QBO. We're here to assist you. Take care.

M

ma2364

I spent an hour on the phone with a rep yesterday, who said he hadn't heard of the issue before. In this thread, all of the QB reps also say they've never heard of the issue before. But they're hearing about it now, so it's clearly a problem for a lot of us.

I was not able to resolve the issue yesterday, I just disconnected the feeds for now and will import manually until I can ensure with QBO or Chase that the issue is fixed.

C

CC_

The week it started bugging for our firm, we checked that it was indeed categorized and if it was we excluded the duplicated charges. Once that was done, it seems to import properly afterwards for the following days. I hope that helps.

P

philril

i'm also having problems with chase online checking and quickbooks online, however not with overlapping transactions, but rather with omitting transactions? Has this happened to anyone else? I probably would never have noticed except I searched my QB transactions for a particularly large payment I made to have my work truck worked on and when I couldn't find it, I noticed that there was a large gap in transaction dates of 20 + days which I knew was not accurate as I use that card multiple times daily. So I promptly logged into my Chase account and downloaded the statement for that period and sure enough there was about 20 transactions listed on my Chase monthly statement that did not get automatically transferred to my QB online, and these transactions were in the middle of the statement period, meaning QB had transactions listed both before and after the missing dates that were all part of the same statement period from my bank? I additionally found more missing transactions over a shorter gap in missing dates of about 7 days on the following month's statement? Wtf is up with that?

E

ErwinQ

Hello there, @philril. I know the importance of retrieving your missing transaction you're experiencing from your bank to QuickBooks Online.

As per checking, I've found an ongoing investigation (INV-105745) regarding the missing transaction using Chase Bank.

I recommend reaching out to our QuickBooks Online support team to be added to the list of affected users and to receive email updates about the missing transactions.

Log in to your QBO company.
Select Help (?).
Click Contact Us and choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT.

In the meantime, I suggest importing your transactions manually. This way, you can return to business with all the data you want to reflect from your account.

To do that, follow these steps:

Go to Transactions, then select Bank Transactions.
Click Upload transactions.
Choose Drag and drop or select files, then click on the file you downloaded from your bank. Then tap Continue.
In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions into. Then select Continue.
Follow the steps to match the columns on the file with the correct fields in QuickBooks. Then tap Continue.
Choose the transactions you would like to import. Then click on Continue.
Tap Yes, then Done.

Once fixed, the transactions that are currently missing will be downloaded. Afterward, you'll need to review and exclude duplicates since you also imported them manually.

You can check this out for a more detailed guide: Manually upload transactions into QuickBooks Online.

Furthermore, I've included this reference to monitor your entries and ensure the correct balance: Reconcile an account in QuickBooks Online.

Let me know in the comment section below, if you have concerns about your transactions in QBO. I'll be available to provide the necessary assistance.

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