thanks Rea_M,

The issue is I did all the steps you outlined about customer service and they were no help.

There is/was a bug where checks being matched Via Banking were not being marked as cleared. It was never required to complete a Bank Rec to do this.  All of a sudden it started working again, I have seen this in two separate companies I consult with.

Instead of admitting this or solving the issue, support tries to talk to us like entry level accountants and tell us how to do a bank rec.