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Check Pay and Quick Pay Duplicates (Q Mac)

MikeP

I've noticed a recent issue with check pay or quick pay. When I enter a payment using either system, I show a duplicate transaction in my register. I will have one transaction with a status symbol indicating a brown pencil, and another with a brown airplane or lightning bolt. The transaction with the airplane/lightning bolt status symbol typically does not have any information in the Category column, whereas the duplicate transaction (the one with the brown pencil) has all of the category information assigned. This is a recent phenomenon. I began noticing it a few weeks ago. In one instance the confusion caused me to duplicate a Check Pay transaction because it looked like the transaction I initiated was not registered as Check Pay (I only saw the brown pencil, not the airplane symbol). Fortunately, the payee returned the duplicate check.

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duplicate transactions

Check Pay

Comments

Quicken Jasmine

Hello @MikeP,

Thanks for reporting this — I can see how that would be confusing, especially when it results in duplicate payments. I'd like to get a better sense of what might be going on so we can dig deeper:

When this happens, are you initiating the payment from the Bills & Income tab or directly from the register?
Is this happening with both Check Pay and Quick Pay transactions consistently, or more often with one over the other?
You mentioned the duplicate with the brown pencil has your category info, and the lightning bolt/airplane one does not — is there any difference in the memo, amount, or payee fields between the two versions?
Have you noticed if this behavior only occurs for specific payees, or does it seem to happen regardless of who you're paying?
After the transaction is processed and cleared, do both entries remain in the register permanently, or does one eventually disappear or get matched?
Finally, have you recently edited or deleted any Scheduled Transactions or Reminders tied to those payees? Sometimes changes there can lead to syncing issues or duplicates.

Let me know when you can!

MikeP

When this happens, are you initiating the payment from the Bills & Income tab or directly from the register? From the Register. I notice that the Bills and Income tab does not show duplicate entries.
Is this happening with both Check Pay and Quick Pay transactions consistently, or more often with one over the other? Consistently both, 100% of the time.
You mentioned the duplicate with the brown pencil has your category info, and the lightning bolt/airplane one does not — is there any difference in the memo, amount, or payee fields between the two versions? All other fields are typically the same. Only the category information is missing.
Have you noticed if this behavior only occurs for specific payees, or does it seem to happen regardless of who you're paying? So far, it is every payee.
After the transaction is processed and cleared, do both entries remain in the register permanently, or does one eventually disappear or get matched? They both stay. When I notice it, I typically delete the duplicate (brown pencil), keep the other and update the category information. I don't believe I've left it for any period of time to check if it disappears.
Finally, have you recently edited or deleted any Scheduled Transactions or Reminders tied to those payees? Sometimes changes there can lead to syncing issues or duplicates. I don't recall. I periodically update my scheduled transactions, so it's possible.

MikeP

One update. Today, one of my payees contacted me to let me know that I've sent duplicate check payments. They're returning the check to me. This is the second time in the last two months. I've used the services since its inception with zero problems. Now, within the last two months, I'm getting duplicate transactions in my register, and Quicken is periodically generating duplicate checks to my payees. This can't be a coincidence. For now I'm going to have to stop using the service. It's completely unreliable.

Quicken Jasmine

Hello @MikeP,

Thanks for providing more information.

Just a couple more questions: Do you by chance have a copy/duplicate of your main (active file)? If so, do you see a date next to the file name that may coincide with the first check being sent? Also, were these duplicate checks that your payee received for the same amount? Did they have the same check number? Did they have the same date?

Let me know!

MikeP

I'm not sure what you mean by "main (active file)." That terminology doesn't make sense to me.

Regarding the checks, it's happened twice now. Duplicate checks, same payee, same amount. What's completely baffling is that Quicken also sends a check with the SAME check number to a different payee. Here's the scenerio:

Payee #1: Check number XXX1, $AA

Payee#1: Check number XXX2, $AA

Payee#2: Check number XXX2, $BB

This has happened twice now in the last month, Once on 5/27 and again on 7/14. It makes absolutely no sense why Quicken would send two checks to the same payee for the same amount, then cut another check to another payee with the same check number.

Quicken Jasmine

Hello @MikeP,

Thanks for providing more information.

First, could you please clarify if the dates of the duplicate checks are the same as well?

Next, I have sent you an email with a Secure File Link. Could you please navigate there and upload screenshots of the register and duplicate transactions (with symbols and details)? Could you also include a screenshot or two of the actual duplicate checks (we will need to see the check number, date, and amount?

Finally, could you please navigate to Help > Report a problem to submit your log files so that we can review those as well if needed?

Please let me know once you have submitted a problem report and the secure file link. Also, please let me know the dates of the duplicate checks!

MikeP

Jasmine,

I looked at the link you sent. I'm not comfortable using it. It goes to a website I don't recognize: trendzact.net.

Is that the only way to upload?

Quicken Jasmine

Hello @MikeP,

I completely understand your concerns, thanks for asking!

TrendzAct is actually the secure customer relationship management (CRM) platform we use here at Quicken to handle things like document uploads and support follow-ups. So even though the link leads to a site labeled trendzact.net, it’s fully legitimate and part of how we manage and protect customer interactions on our end.

I hope this clears things up!

MikeP

Ok. I'll send the check images. They tell the whole story. I don't think the register will help. All the symbols are gone since the transactions have all been cleared.

MikeP

Files were uploaded. LMK if you have them.

Quicken Jasmine

Hello @MikeP,

You mentioned duplicate transactions originally, are those still in the register (even without the symbols)? If so, we would appreciate the screenshots!

Also, we have not received your Problem Report (log files) yet!

Let me know, thanks!

MikeP

Jasmine,

You're going to have to help me out RE: Log file.

I'll forward a screen shot. Everything is in the register.

Quicken Jasmine

Hello @MikeP,

Thanks for reaching back out!

You can submit your log files by navigating to Help > Report a Problem from within your Quicken application. Make sure all log files are checked for submission. You can detail the issue within the description and title boxes. You can also include screenshots or any other details that you think would be helpful.

Let me know once you have done so!

MikeP

Ok, done!

Quicken Jasmine

https://community.quicken.com/discussion/comment/20499481#Comment_20499481

Great, thank you! Please allow me some time to review!

Quicken Jasmine

Hello @MikeP,

Thank you for providing all the requested information.

After further review, I recommend contacting Quicken Support directly, as this specific issue will need to be escalated. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00am PT to 5:00pm PT, Monday through Friday.

Please come back and let me know how it goes!