Forum Discussion

AQ2's avatar
AQ2
Member
2 months ago
Solved

Unable to find credit transactions

I have two transactions in my bank feed from refunds, I uploaded receipts from the refunds but I am unable to find the receipts when I go to code the bank feed. When I go to the contact I can see tha...
  • Genreve_S's avatar
    Genreve_S
    2 months ago

    Hi AQ2, 

     

    You’re right, having the credit sitting on the contact but nothing to match in bank feeds does feel a bit off, so let’s check a couple of likely things:

    1. Go to Banking > Bank transactions > Debits and credits
      • Filter for that refund and make sure it was recorded to the same bank account you’re trying to match the feed to.
    2. Open Banking > Reconcile accounts for that bank
      • Check if the refund is already ticked or included in a previous reconciliation.
      • If it’s already reconciled, it won’t show up to be matched again in bank transactions.

    If everything above looks right and it’s still not matching the bank feed, the best bet is to get our support team to take a closer look at the file. You can:

    • Lodge a support request via My Account, or
    • Chat with our team through MOCA, our virtual assistant, on the MYOB website.

    Regards,
    Genreve

Genreve_S's avatar
Genreve_S
MYOB Moderator
2 months ago

Hi AQ2, 

 

You’re right, having the credit sitting on the contact but nothing to match in bank feeds does feel a bit off, so let’s check a couple of likely things:

  1. Go to Banking > Bank transactions > Debits and credits
    • Filter for that refund and make sure it was recorded to the same bank account you’re trying to match the feed to.
  2. Open Banking > Reconcile accounts for that bank
    • Check if the refund is already ticked or included in a previous reconciliation.
    • If it’s already reconciled, it won’t show up to be matched again in bank transactions.

If everything above looks right and it’s still not matching the bank feed, the best bet is to get our support team to take a closer look at the file. You can:

  • Lodge a support request via My Account, or
  • Chat with our team through MOCA, our virtual assistant, on the MYOB website.

Regards,
Genreve

  • AQ2's avatar
    AQ2
    Member
    2 months ago

    Thanks Genreve, sadly neither of those worked. The transactions don't seem to appear in the reconcile accounts screen but they are in the bank feed as unallocated transactions. I lodged a ticket 5 days ago and haven't heard a thing. I have found the support from MYOB to be pretty average. I'm used to Xero support where I would hear back within 24/48hrs when a support ticket was lodged. Hopefully someone picks up the ticket soon.

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