Missing Transactions
The four common reasons Double does not match what you see in your QuickBooks Online or Xero file are:
Data refresh needed: Not pulling the latest QuickBooks Online data
Transactions not in the ledger: Still in the bank feed
Dated outside of the trailing 12 months of data: Change to the correct close
Transactions are elsewhere in the report: Transactions marked as reviewed
Common causes
1) Double doesn't have the latest data from QuickBooks / Xero
If you are working on a client's close in Double and QuickBooks / Xero at the same time, you'll need to refresh the page in Double to see those transactions.
Refresh QuickBooks data
Reload Xero data
2) Transactions are not in the ledger: Still in the bank feed
Double only has access to the transactions in the ledger, not the transactions in the bank feed.
If any transactions are uncoded and sitting in the bank feed in QuickBooks or Xero, they will not be available in Double. You will still need to classify / accept the transaction from the bank feed in order to see it in your Double file.
💡 This is also true of questions added from the Chrome Extension – they won't be visible in Double or in your Client Portal until you classify the transaction.
3) The transactions are outside of your close period's date range
For performance reasons, Double pulls the last 12 months of transaction data for a given close.
This is true even if you select "All Dates" in a report (All Dates means "All Dates available in this close"). You need to be in the latest close to see current-month transactions. If you're not in the latest close, you can start the latest close to see new transactions.
For example, if you are in a client’s September 2025 close, Double will pull data from Oct '24 - Sep '25. If you would like to view transactions older than that, you'll need to go to an older close. This also applies for transactions that are newer than the close that you're working on transactions.
Screenshot taken in Oct '25 (that's why All Dates = Oct - Oct)
4) The transactions you're looking for are marked as reviewed 👍
If any transactions are marked as reviewed (with a thumbs up status), you'll need to click on the Reviewed column to see them.
Still missing? Continue troubleshooting
Uncategorized Transactions: Are all the accounts included?
If you're not seeing transactions in the Uncategorized Transactions report, make sure to add them to the picker at the top of the report. These accounts will be saved with your client's settings, so you only need to do this one time per client.
Edit Excluded List: Is your transaction excluded?
Check the Excluded list for any excluded accounts, vendors, customers, transaction types, and descriptions that might be actively excluding the transactions from your report.
