Welcome to the QuickBooks Community!

[Jess H]

G’day and welcome!

If you’re new here you might be wondering what exactly the QuickBooks Community is all about. Here we’ll tell you everything you need to know about our community, including how to get the most out of your community experience. Plus, we’ll go over some basic dos and don’ts.

Why we built the QB Community  

Whether you’re a small business owner with big business dreams or a bookkeeper or accountant trying to help your clients grow we understand that a bit of support can go a long way. But, we also know that there’s a lot of information out there, sometimes conflicting information, and this can be overwhelming, confusing and really just unhelpful.

We want you to be able to escape the racket caused by information overload.  

We’ve created a hub for real conversations where our members can share real stories about their adventures—and misadventures—in entrepreneurship. We’re nurturing a community that values listening, learning, supporting and exchanging ideas, and a community where QuickBooks experts can share their expertise with others struggling to get a grip on it.  

We’re a supportive place

We’re not about pretending the small business life is easy. Nor are we living in a fantasy where everyone has the time or skill set to become bookkeeping or accounting experts. Our community is made up of people from all walks of business-life with completely different experiences and depths of knowledge. Here, no question is a dumb question and no one person has the answers to everything. Here, we welcome all sorts of queries with open arms and open minds.   

We encourage celebrating, commiserating and championing. We want you to feel comfortable and supported as you openly and honestly share the ups and downs of life as a small business owner or bookkeeper or accountant.

QB Community guidelines

We’ve put together a few community dos and don’ts that reflect our values. We appreciate every community member keeping these in mind.

Do this:

• Be yourself: Each individual is unique and we appreciate that! We encourage you to be your authentic, curious and honest self.

• Tell your story: The more experiences shared, the more the entire community benefits. Whether you’re posting about an entrepreneurial high, struggling with business blues or something in between, let the community hear all of it.

• Share what you know: It’s been said before but there really is no such thing as a dumb question, especially not here! Every question, idea or comment you contribute is a valuable part of our shared learning experience and helps us build our collective knowledge base.

• Accept other points of view: Along the path of building a business it’s guaranteed that you’ll encounter a difference of opinion, strategy or perspective somewhere along the way. We’re committed to maintaining a positive, respectful environment, whether we agree or disagree with someone else’s approach.
• Voice your concerns: If a discussion topic, comment or post upsets you in any way, please reach out to your QB Community hosts straight away. We’re here to ensure your experience in the QB Community is positive and supportive. To bring something to our attention, select the 3 vertical dots next to a question or comment. Then select the option to "Report Inappropriate Content".   

Don't do this:

• Engage in an unhealthy debate: All communication needs to be in the spirit of maintaining a safe and supportive community. We don't love (and won't tolerate) antagonistic critiques and personal attacks. If a post, comment or response doesn't help move a conversation in a positive direction, it will be removed. 

• Promote your business: We hope you’ll include a link to your business website and social media pages on your profile page. However, your QB Community profile is the only place for you to promote your business. Please don’t market your products or services - no matter how great they are - in any public posts.

• Post sensitive information: Enough said. We value your privacy as much as you do!

• Spread spam: Spam or mass marketing in any form is not permitted. Spam is annoying, intrusive and unprofessional, and it will be deleted immediately. Anyone who posts spam that’s malicious in nature will be permanently banned from the QB Community site.

• Harass others: Our site prohibits members from threatening, abusing or using any kind of insulting or demeaning language. We will not tolerate behaviour towards or about another member that disrupts normal participation in anyway. We also won’t tolerate this kind of communication between members about another member.

• Use profanity: The QB Community is a professional space, so let’s keep it clean. Profanity or language that is otherwise hurtful or offensive is not allowed.

• Promote illegal conduct: Intuit and its related sites (including the QB Community) prohibits the promotion of illegal conduct, activities or fraudulent schemes on the site.

We have some more general dos and don’ts about using this community and all other relevant pages, please refer to the AU Terms of Service. Any violation of the terms of service can result in a corrective action, from a gentle warning to a permanent ban from the community.

Build connections, share stories, learn something new and feel inspired. 

[quickcut]

Hi,

One of my customers that I invoice all the time asked me to fix an invoice because it was showing up as a proforma invoice.  not sure how this happened because all invoices before it and after it are standard invoices.  I can't see a way to change the invoice type within quickbooks as it looks like a standard invoice.  It's not until you print or view it that it looks like a weird proforma invoice with another total showing way above the invoice total.

Is there a way to fix this or do I have to delete it and recreate it using the correct form/template?  If I have to re-create it, is it possible to dictate to quickbooks what the invoice number will be?

cheers Mike

[SophiaAnnL]

Maybe the wrong template was used when printing the invoice, Mike.

Before we delete and recreate the invoice, let's try switching it to the correct template first.

Here's how:

1. Open the invoice that you're having issues with.
2. Click Customize at the bottom.
3. Select Edit current.
4. On the Design tab, click Dive in with a template.
5. Choose the template you'd like to use for the invoice.
6. Click Done.

Then, proceed with reprinting the transaction by clicking Print or Preview within the invoice. If your customer still finds the invoice with a proforma style, please follow these steps to delete and recreate it:

1. Open the invoice, and then click More at the bottom.
2. Select Delete.
3. Click Yes when prompted.
4. If the invoice has been paid, delete the payment as well by following the same steps.
5. Then, click the Plus icon, select Invoice and reenter the transaction.

Just leave a reply if you're still having the same issue. I'll be around to give you more steps.

[soanoni]

---

@quickcut wrote:

Hi,

One of my customers that I invoice all the time asked me to fix an invoice because it was showing up as a proforma invoice.  not sure how this happened because all invoices before it and after it are standard invoices.  I can't see a way to change the invoice type within quickbooks as it looks like a standard invoice.  It's not until you print or view it that it looks like a weird proforma invoice with another total showing way above the invoice total.

Is there a way to fix this or do I have to delete it and recreate it using the correct form/template?  If I have to re-create it, is it possible to dictate to quickbooks what the invoice number will be?

cheers Mike

---

Hi,

Assuming you are using QuickBooks Online:

I would suggest deleting and re-creating the invoice using your preferred format. As far as enabling the option to customize your invoice including the invoices number, you can do so by clicking on the Gear ⚙️ Icon > Account & Settings > Sales option. 

I hope this helps! 

[Eliana_2020]

Hi,

Where I can send a question about receipts?

thanks. 

[Steven_Product Champion]

Hi Eliana_2020,

I am happy to help with your receipt question, what information can I assist with today?

-Steven

[Eliana_2020]

Hi Steven,

If I want to send a receipt to a customer after receiving the payment, should I send the same invoice with the word PAID on it? is it the only receipt that I can send them? 

thanks and regards,

Eliana 

[Steven_Product Champion]

A good way you can notify your customer that they have paid their invoice is through a Customer Statement.  With this method you could then send your customers a summary their invoices, payments, credits, and balances. In your case it would send through a statement saying amount due, e.g. $100 and amount received $100, therefore nothing owing

If you would like to generate one you can do it by:

1. Go to the Sales menu and select the Customers tab.
2. Select the checkboxes for the customer or customers you want to make statements for.
3. In the Batch actions dropdown ▼, select Create statements.
4. In the Statement Type dropdown ▼, select the type of statement you'd like to make:

• Balance Forward: A list of invoices and payments with balance for date range selected
• Open Item: A list of open, unpaid invoices from the last 365 days
• Transaction Statement: A list of transactions between the selected dates

        5.Fill in the date fields and select Apply.

        6.Select Save, Save and close, Save and send, or Print or Preview.

If you would like to know more of about Customer Statements you can click here.

[Kim_Branton]

How do I post a question pls, that is not a reply to another?

[Intuit Zac]

Hi Kim, 

I can see you have posted a question. I will answer your query there. Welcome to our community by the way :-)

[CL21]

I had lodged all the pay runs for January and then found out from the accountant yesterday that we qualify for this quarter job keeper. I have unlocked the 4 weekly pay runs and added the relevant Tier and fortnights for job keeper. I am now unable to relodge the pay runs.

Please help.

[Intuit Zac]

Hi CL21, 

Thank you for reaching out on this and Welcome to our Community!

You can lodge an update finalise all 4 weekly pay runs again then go and create an update event. Here is how:

Create and lodge an update pay event

Thank you and please let us know if you require any additional assistance.

[CL21]

I have created an update event.

Attached screenshots show 0 employees in the STP report,  YTD showing zero in pay events however YTD figure is correct in update event.  Does the pay update event now update with the ATO so I can lodge for job keeper.

[Intuit Zac]

Hi CL21, 

Update event will update the ATO. For more information on setting up and manage JobKeeper, please visit the link below: 

Set up and manage JobKeeper payments

Thank you and please let us know if you require any additional assistance.

[David P]

Hi, I am using the budget tool to create a 12 month budget in QBO. I have selected the period for the budget (21-22 Financial year) and monthly intervals. Our financial year is June 1 to May 31 and I have selected Pre-fill data from 20_21 financial year. (Financial year settings are correct in QBO ). The budget prefills as a greyed out draft OK but when I press create budget, I get a thinking symbol which has been hanging for an hour so far. (Everything else on my computer is working fine and I have had the same experience on my laptop).. Any thoughts? Do I just shut down and hope that the process has been completed in the cloud?

[IntuitAika]

Hi David P,

Let's try to access your QuickBooks Online account using private browser. Doing so, we can confirm if the budget created is already saved and see if we get the same result when clicking on Create Budget button.

A private browser does not store any activities, which is why it's a good idea to use it for any unexpected behavior in the program.

Here are keyboard shortcuts you can use depending on the browser you're using:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Internet Explorer: press Ctrl + Shift + P
• Safari: press Command + Shift + N

If the created budget is already showing on the budget list, we'll need to clear your browser's cache to remove the temporary internet files and to help the application function properly.

Let me know if the troubleshooting provided above works well on your end. Thank you and have a great day!

[BAS Agent Coffs Harbour]

Hi, being new to the QBO experience, can the community help me with this scenario please. I have a payroll question. I have employees that are paid from different business bank account (Grant related accounts). How do I set payroll to accommodate the different payments. 

All help and suggestions would be welcomed, valued and appreciated.

Thank you 

Donald 

[IntuitAika]

Welcome to the Community, BAS Agent Coffs Harbour. 

You can generate ABA files in QuickBooks Payroll to pay your employees. Before you can generate an ABA file, you'll need to set it up  first using the following steps: 

1. Go to Employees tab.
2. Select Payroll Settings and then Payment Files.
3. Select Add to create a new set of ABA settings for your business. 
4. Once you've filled in the ABA details click Save and you will be able to generate ABA files from within your pay runs. 

For more detailed information, you can check on this article: Set up and create ABA files in QuickBooks Payroll.

Feel free to drop a comment below if you have any other questions, BAS Agent Coffs Harbour. Have a nice day! 

[BAS Agent Coffs Harbour]

Thank you so very much for the helpful information.

Can I ask also, how would I record the different payments regarding the different accounts in payroll?

Cheers

Donald

[IntuitAika]

Thank you for getting back, BAS Agent Coffs Harbour. 

Since you have multiple bank accounts used for payroll, you may set your default payment account for payroll to Payroll Clearing. To do that: 

1. Go to Employees tab and select Payroll Settings.
2. Select Chart Of Accounts.
3. Select Default Accounts.
4. On Payment Account drop-down menu, select Payroll Clearing. 
5. Select Save.

Once you've finalised your pay run, payroll journals will be automatically exported in QuickBooks Online and will be allocated on the accounts yo've set for payroll. 

There are different ways on how you can record your payroll payments if online banking is connected in QuickBooks Online. If you've set the default payment account on your payroll Chart of Accounts, you can add the downloaded bank transaction as an expense. Here's how: 

1. Go to the Banking menu or Transactions menu.
2. Select the bank account you use for paying employees, then find the transaction.
3. Select on the transaction, then select the Add radio button.
4. Choose expense for the transaction type, then assign the account as Payroll Clearing.
5. Add out of scope for the Tax code, then select Add on the far right (beside Split).

However, if  bank account is set as a default payment account for payroll, you'll need to match it. Here's how:

1. Select Employees  in the left menu.
2. Select Payroll Settings. Then select Chart of Accounts and then Default Accounts.
3. Run the regular payroll.
4. On the Transactions screen, you will be able to match the journal entry to the pay made.

For more detailed information, you can check on this article: Matching payroll payments in QuickBooks Online. 

Let me know if you have any other questions. Have a great day! 

[BAS Agent Coffs Harbour]

Thank you so very much for the information.

This will help me alot.

Cheers

[IntuitAika]

You're welcome, BAS Agent Coffs Harbour. 

Feel free to reach out to us if you need any help. Have a great day! 

[Prag]

Have been a QuickBooks Small Business Customer since 2009. What happened over the past 13 days has me seriously thinking of moving away from QuickBooks. Horrible Customer Service, Lack of Empathy, Getting hung up by Supervisors after 3 Hrs. on the call since they could/did not want to find a solution to my problem which is no fault of mine.

Bought a QB Desktop ProPlus Subscription ( 1 Year) with Payroll Enhanced from Staples Retail Store on June 1st, 2021. I Usually buy in retail as Intuit charges almost 799.99 + Tax. So much cheaper to buy in retail as they have sales during Memorial day, July 4th etc. Since my current payroll Subscription was valid till 11/13/2021. I opened the CD/DVD Pack (Brand new Sealed) that I bought in Staples on 06/01/21. I had to Scratch the Yellow label to reveal the License and the Product Codes. Then I called Intuit (As I have done every year for the past 10 years) to get my Payroll Activation code which I can insert into my current QB Software and be good for one more year..

This time however, the Intuit representative could not activate my Subscription despite me giving 3 different Credit Cards, Finally after 2 Hours with lot of discussion with Backend teams she said this code has been used/issued to another customer and they cannot do anything about it. I brand new sealed QB CD/DVD pack and scratched the Sticker to reveal the Code and here Intuit was saying it was used by another customer and they did not want to share/reveal how the other customer was given the code which I scratched/revealed just a few minute ago. do not what my fault was. She transferred me to her supervisor and I went through the motions explaining again to her and around 8:00 PM on 12/10 the Supervisor hung up on me.

The Frustrating thing is each time I have to have Intuit call me, and each time I speak to someone they open a ne new case Id. The same case never gets updated. 

On 12/10 the Case Number was [removed by moderator] (Rep was Lugo. Did not get Supervisor Name) - Spent almost 4 Hrs. before supervisor hung up on me.

Sat & Sunday Intuit Closed

On 12/13 called again. Spend an hour explaining the issue again. Case Number [removed by moderator] – Spoke to Kathy. Kathy assured me someone would call me on 14th and sort it out. No one called

On 12/14 night Glady’s called to do a Survey on customer service experience ratings that I filled on 12/12. She Opened a Case Number [removed by moderator]. She said she will get back to me the following day

On 12/15 got an e-mail with the below text and Link.

********************************************************************************************

This is Gladys, this is with regards to what we spoke yesterday. Please use this link to request a refund for the product that you bought from the retail store. Make sure to send all requirements.
  Request a refund for your QuickBooks product

If you have questions please do not hesitate to contact us back. Thank you and have a great day!

ref:_00Di0Xs0j._5003j1vvHkN:ref

On 12/16 with great hope and optimism I filled the form with a complete details and wrote a full summary of what I am facing, submitted the claim with my Staples receipt.

Tracking Number for the claim [removed by moderator]. It said it will take 5-7 Days for processing the request. I was tracking the request for Updates using the link below for the next 4-5 days 

https://accounts.intuit.com/app/oirr/caseTrack

On 12/20 I requested a call from Intuit, this time

I spoke to “Migo” Case Number [removed by moderator]. Migo transferred me to a payroll specialist “Debbie”

Case Number with Debbie was  [removed by moderator]. After 2 Hours on the phone, Debbie said her Supervisor has this covered and he will call me on 12/21 and issue me a new Activation Code.

On 12/21 – No calls received from Supervisor.

12/22 – The Refund tracker Status got updated to below. 

Your Refund status is Closed.

Product : QB 2021 Enhanced Payroll Retail
Refund requested amount: $599.99
Your Refund status is {refundStatusType}.: Complete
Denied reason: Unable to process
Decision: Denied

Just “Denied” and “Unable to Process” - No explanation despite Intuit asking me fill the form and me stating all the Case Numbers. 

on 12/22 Requested Call back from Intuit.

Spoke to one Justin who hung up on me after I explained my Situation.

Again requested another call back. Spoke to Yolanda. Spent an Hour with her. I shared my desktop (Using File >> Utilities >> Share Screen with Agent) and her showed her all the documents, (Staples receipt, Picture of my QB product with License code scratched, Claim denied details). Despite me showing all the evidence, she said her supervisor and her cannot help with this and the only option is to Purchase another Subscription for Full price and she advised me not to buy in Retail Store in the Future. Then she also hung up.

So today 12/23 – I am here hung up dry after spending 599.99 on a Sealed Intuit QB disc purchased in a retail store which I was the 1st one to scratch the code and Intuit refusing to bear responsibility or sharing how the same code be issued to two different customers. I just said give me an activation code and help me out of this misery and no one wants to hear.

I have spent close to 13 Hours on the phone explaining to one person after other asking for escalations to no avail.

As a small business I cannot afford to spend another 800 bucks to activate. This is year end and I do not have my payroll updates and have to pay me employees by running payroll.

Not sure what to do next.

Sad and Frustrated Customer. Like the product but not liked being treated like trash for no fault of mine. 

[Bowie Ng]

Hi Prag, 

Sounds like you really went through a lot to try to get this sorted. Unfortunately you have reached QuickBooks Australia community and it looks like your product is a US product? I understand that you have tried your local support multiples times but our teams do work independently of each other so I am unable to help. You will have to contact the support in your local region to give you more information about your cases. I think maybe you have tried this already, but reading your thread, have you tried going back to Staples? Its really painful between stuck between two help desks with neither being able to help. I do hope you are able to find a resolution.

Stay safe and I hope you have a break this holiday season. 

Bowie