Troubleshooting Missing, Duplicate, or Unmatched Transactions
Overview
Missing deposits, doubled income, and transactions that will not match are the highest-effort problems we see. This is a checklist to work out which one you have, fix it safely, and know when to stop and ask us.
Golden rule: never Post a payment processor deposit from your bank feed. FlexBooks has already recorded that income. Posting it records the same money twice.
Quick diagnostic checklist
- Is FlexBooks still connected? Check DrumBeat in MindBody API Integrations, and the FlexBooks MindBody sync in your QuickBooks Apps. See Why Did My FlexBooks Account Stop Syncing?
- Which setup are you on? Open your Chart of Accounts. If you have a Credit Card Processor account, you record payouts as transfers and have nothing to match. If your card money goes to Undeposited Funds, you match. See How Does FlexBooks Handle Credit Card Funds?
- Are you matching a deposit to a deposit? Set Record type to Deposits on the match screen. Never match a processor deposit to an invoice, sales receipt or credit memo
- Is the date right? The FlexBooks deposit is normally dated 1 to 5 days before the bank feed line, never after it
- Was it already handled? Check the Posted tab in your bank feed
Problem: no match is offered
Usual causes. The FlexBooks deposit was already matched to something else. The amount is out by a cent. A bank rule posted the deposit for you. You are on a clearing account and there is nothing to match by design. Or you have not set Record type to Deposits, so you are looking at a list of invoices.
What to do. Open Bank transactions, go to the Posted tab, and search the amount and date. If it was posted rather than matched, click Undo and it returns to Pending. Check your checking register for a FlexBooks deposit on nearby dates. If you still cannot find it, stop and email us with the date, the amount and a screenshot. Do not Post it.
See How Do I Match My Deposits?.
Problem: your income looks doubled
If your Profit and Loss reads roughly twice what you expect, processor deposits have probably been posted as income on top of what FlexBooks already recorded.
How to confirm. Run a Profit and Loss for the month. Open the Posted tab, search for your processor, and look for deposits recorded to an income account rather than reading Matched.
How to fix. Click Undo on each one, switch off any bank rule that posted them, and then match or transfer them properly.
Worth knowing. QuickBooks often suggests an income account for these and presents it confidently. If its suggestions panel says “Based on transaction details. No related historical transactions”, it found nothing to match and is guessing. See Why Is My Income Being Doubled?
Problem: deposits are missing from QuickBooks
Check the sync first. Confirm DrumBeat is active in MindBody, confirm the sales exist in MindBody for those dates, and allow a business day after reconnecting an API.
Then check where the money is sitting. In Undeposited Funds, if sales are recorded but not yet deposited. In your Credit Card Processor account, if you are on a clearing account and the payout has not arrived. Or in your checking register, as a FlexBooks deposit waiting to be matched.
Still missing? Send us the MindBody sale date, amount and payment method, and tell us whether it appears in MindBody reporting.
Problem: duplicate sales receipts
Duplicates usually mean the same MindBody sale reached QuickBooks twice, or was entered by hand as well as synced.
Search QuickBooks for the exact amount and date across sales receipts, invoices and deposits. Do not delete anything without asking us first, because it is easy to remove the correct entry and keep the duplicate. Send us both transaction numbers.
Problem: unapplied payments are growing
That means payments were recorded but not applied to an invoice. See Handling Unapplied Payments.
Problem: revenue is in the wrong income account
Find the product or service in MindBody, then open Products and Services in QuickBooks and check its income account. See Can I Map My MBO Income?
Checking a whole date range
For mismatches spread across a period rather than one transaction, export your MindBody sales detail, run a QuickBooks transaction detail report for the same dates, and compare by payment method and income category. See Auditing QuickBooks Against MindBody Reporting.
Fix it yourself, or ask us?
| Situation | What to do |
| One deposit matched to the wrong thing | Undo on the Posted tab, then match correctly |
| A deposit was posted as income instead of matched | Undo, switch off the rule, then match |
| No match offered and the amount looks right | Ask us |
| Two entries for one MindBody sale | Ask us. Do not delete either |
| Sales in MindBody that never reached QuickBooks | Check the API connection, then ask us |
| A chargeback or a negative deposit | See Refunds, Chargebacks & Negative Transactions |
What to send us
- A screenshot of the bank feed row, from the Pending or Posted tab
- The date and the exact amount
- Whether you clicked Match, Post or Undo
- Your MindBody Site ID and your FlexBooks account email