Lengthy Delay in Answreing
I have spent at least 3.5 hours on the phone today trying to get through regarding an issue with my Reconciliation function. I have recorded the times of my calls. As of 1:57 pm on 16/06/2026, I have...
Forum Discussion
HI SusanhCAS,
I’m sorry you’ve had such a difficult time trying to get through support. There is certainly longer wait times on our support channels because of the number of requests coming in.
I’ve checked the case details available, and I can see your reconciliation issue is already logged under case 03155480 and is currently in progress.
If the issue is that extra transferred transactions are showing in the Reconcile Accounts window, a safe first step is to do a future-dated reconciliation, then undo it straight away, and reopen the reconciliation window to check whether those items clear.
If they still appear after that, it’s best not to delete them from the file yet, as some transfer or settlement entries can be expected depending on how the transaction was recorded, and support would need to review the file further before anything is removed.
If it's not possible to wait on the phone lines because of the queue. You can also create a ticket in My Account and get an email reply from the support team or connect with our live chat team through MOCA, our virtual assistant.
Regards,
Genreve
