Issue # 1: Duplicate Transactions After Reconnecting
The most common issue reported by clients is duplicate transactions.
Some clients may say their register is out of balance or that they are being asked to add an adjustment during reconciliation.
Fix the Issue:
- If the duplicate transactions have not been added to the register, they can be deleted individually prior to accepting.
- If the transactions have already been added to the register, they can be deleted from the register individually or in groups.
Issue # 2: Duplicate Accounts After Reconnecting
Unable to link to an existing account, getting prompted to create a new account, or that they are only given the choice to add a new account.
Fix the Issue:
- First, confirm that all accounts have been deactivated, including inactive (QuickBooks®) or hidden (Quicken®) accounts.
- Then, if you’re working in QuickBooks®, delete any downloaded transactions that do not match the register in the Online Banking Center. If you’re working in Quicken®, delete the duplicate accounts.
- Finally, repeat the reconnection steps.
Issue # 3: Connected/Reconnected the Incorrect Account
Transactions are downloading into the wrong account.
Fix the Issue:
- First, open the account register for the incorrectly linked account.
- If the transactions have not yet been accepted into the register in QuickBooks®, delete them in the Online Banking Center. Then, deactivate the account. If the transactions have not yet been accepted into the register in Quicken®, delete the transactions.
- If the transactions have already been added to the register in Quicken® or QuickBooks®, restore a backup.
- Finally, repeat the reconnection steps. Be sure to link to the correct account when reconnecting.
Versions that support online banking & discontinuation dates QuickBooks® & Quicken®.