reconcile not working today

Hi Debra,

I'm sorry to hear that this was causing problems for you. Are you still experiencing issues with this? As I have been unable to recreate the same error here. If it is still not working properly, I can ask the technical team to investigate the matter further.

All the best,

Natasha

still having the error. same thing. Click "reconcile" - nothing happens. I'm redirected back to Import Tool screen. I click on the latest import, go to the duplicate entry, and delete it.

This system has many many flaws! My accountant has been urging me to change to another!

Hi Debra,

Thank you for getting back to me. If you wouldn't mind, could you take me through (step-by-step) the process you follow to reconcile transactions please? It will help the technical team fully investigate the issue and hopefully recreate the error.

I'm sorry that you have been experiencing other issues with the system, along with this one. I would be happy to take a look at any other problems you are having.

All the best and sincere apologies for the inconvenience caused,

Natasha

it is spelled out step-by-step above!?!

Next time it happens I'll try to record the screen, but I am pretty much finished now. Next time I"m doing the process I'll bear it in mind.

Thanks.

HI Debra

I agree with Natasha, it would be good to see exactly how you're doing things. The reason I say that is:

...and I have to renter the list of transactions and then delete it...

I'm not at all sure what that means in all honesty so i'm wondering if there isn't an easy way you could be doing things from the off.

I click reconcile button - nothing happens

i am sent back to Import screen

I click on the list of imports I was working on

I re-enter (go back into) that list...

find the transaction I was trying to match with / record as being the same as / "reconcile" with an existing "paid" transaction

then delete it.

Hope that's clear.

N.B. Reconciling transfers between accounts is hopeless. When “explaining” imported transactions, I need to be able to see more possible matches. For example, payment leaves bank account to go to PayPal. PayPal makes payment to merchant. PayPal recognises these two transactions on the same day. The bank may recognise that transfer out (bank -> paypal) to PayPal as dated a day or two later. Clearbooks seems unable to serve me up the related transactions, thus double counts the same transfer: imports it once from PayPal and again from the bank import. It needs to be better as tying these things up. This feature is appallingly bad.

So you've got a bank import (via csv or Yodlee I guess) and you're trying to explain it as follows:

When you click the 'reconcile' button i've highlighted in red it doesn't work and you're instead redirected to the import screen as follows:

At which point you're then having to start all over again?

yes, that's correct. of course I cannot click "reconcile" so I have to delete the transaction from the list of imported transactions. sometimes clicking "reconcile" works, sometimes it doesn't.

Just out of interest, have you tried clicking it the second time round to see if it'll then work or are you just presuming it won't and therefore doing the manual deletion?

i have tried clicking it the second time round numerous times which is how I came to the conclusion the only way to progress is to delete it from the imported list.

Very strange indeed and definitely one for support to pick up on. I would suggest sending in a ticket and linking them to this thread so they can read through properly.

As for transfers - you can't reconcile them full stop. If you've already input a transfer manually or explained it via the import from the other account it came to/from you simply need to manually delete it off.

My husband has been helping me this weekend. He designs software and manages a team of developers. He could not believe some of the stuff he experienced. He is asking did I read any reviews before selecting this and how hard it would be to switch to another software.

I think it's quite poor in this respect (reconciling transfers) and in many other respects. Why does it not do that? You wouldn' t belive how many duplicates I have ended up with because of this.

I'm afraid I haven't got time to be raising tickets every time i find something I don't like! That's like passing on testing to the customer. Can you please report these issues to the team?

I certainly wouldn't switch, Clear Books is excellent in my opinion. Yes it has its gripes but all software does, at least with CB you've got UK support you can speak to instead of calling/email somebody halfway around the world.

I've never come across this issue in the whole time i've been using the software so I think you've simply been dreadfully unlucky. Hopefully somebody will be able to put a fix in place for you asap so you can get on with enjoying the software like you should.

I'm afraid I can't report the issue on your behalf, i'm just a 'random accountant' who happens to be replying to your post. You can either leave the thread sitting here till one of them hopefully pokes their head in or instead raise a quick ticket and simply link them to this - wouldn't take a second.

OK. Sorry about that. I assumed you were a member of the support team! Thank you so much for taking the trouble to read and understand my issue and to respond! Much appreciated.

So do you use this for clients? Or for your own business? I guess you have tried a few other systems in your career?

I use this for both our firm and all clients. Did 6+ months worth of testing pretty much every system the UK had to offer and eventually settled on Clear Books (although they were my favourite from the off quite honestly). They're a great bunch of people with a cracking product, I wouldn't dream of moving elsewhere.

You're more than welcome to drop me a line if you ever need a hand with anything...

Well that's reassuring to hear. Maybe it'll reassure my husband as well as me!

Thanks again for your help. Is there a way to save your profile link or something?

Again, many thanks for your help :-)

Debra

http://platformaccounting.com/

Just keep that to hand if ever needed.

PS A pleasure...

Hi Debra,

The technical team are currently working on what could be causing the issue with the bank reconciliation. I'm keeping a close eye on it, so I will update you as soon as I see any progress. I just wanted to ask as well, if you experience the problem again would you mind leaving the particular transaction that was affected and letting us know the details, please? It will help with the investigation if we can try and reconcile a transaction on your account, that you experienced the error on. If you could send that information to contact support that would be great!

Many thanks and apologies again for the inconvenience this issue has caused you.

Kevin - many thanks for the help. Always very much appreciated :-)

Kind Regards,

Natasha

Many many transactions. I've stopped now for a while though. Past week I was updating and inputting transactions from 2 financial years so it happened A LOT (until realised I had to delete the transactions instead).

Hi Debra,

If you wouldn't mind sending in a few examples of specific transactions you have, thus far, been unable to reconcile. Or if there are some we could try reconciling for you, to see if we can generate the same issue. That would be really helpful in getting closer to the root of what could be causing it to fail.

Many thanks.

All the best,

Natasha

really sorry but there is no way I can remember individual transactions. I did hundreds of them and had to delete the ones I could not "reconcile" in the manner set out by Kevin above.

All I can do is try to notify you if it occurs again.

Thanks Debra

Hi Debra,

That would be great. Thank you very much. If it does occur again, if you could leave the transaction unreconciled so we could attempt it for you, that would be really helpful.

Thanks again and have a good weekend.

Kind regards,

Natasha