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teresa-airsys
Level 2

Statement Past Due fields not showing correct data

My customer statements are not printing the right figures.  Current is always empty, 1-30+ shows the current invoices, 30-60 shows 1-30+, etc.  How do I make QB print what is supposed to be there?  I have all my terms set up correctly, QB shows the right due date on the invoices, but I can't make the fields display the data they're supposed to show.  Any thoughts?

14 Comments 14
LauraAB
QuickBooks Team

Statement Past Due fields not showing correct data

Hello teresa-airsys,

 

The wrong data in the wrong fields can definitely cause confusion for both you and your customers, so I want to make sure we get this sorted out. Great job with checking your settings and verifying the dates on your invoices. I've got a few additional troubleshooting steps for you.

 

The first troubleshooting step I have is to check your company file for data damage in your company file. Data damage can cause things to go a little wonky in QuickBooks Desktop, including causing information to not display properly. Here's a great article that walks you through checking for and fixing data damage to your file: Resolve data damage with your QuickBooks Desktop company file

 

The next step I have for you is to uninstall and reinstall the product. Only take this step if you're using a supported version of the program or have the install disc or file handy for when you need to reinstall. Intuit Canada only has download links available for supported versions of the program,. Learn about installing here: Install QuickBooks Desktop

 

The final step I have is to call in to speak with a support agent over the phone. You can get in touch by dialling 1-877-772-9158. Learn about support hours and policies here: Intuit QuickBooks Desktop software support policies

 

All the best to you! Have a great rest of your day.

teresa-airsys
Level 2

Statement Past Due fields not showing correct data

Thanks for the response, LauraAB.  The data verified as undamaged, unfortunately, and uninstalling QB isn't an option at the moment.  I checked the Verify Last Rebuild too, and no errors show up there.

So, hopefully if I have time to call today, someone will be able to figure it out.

LauraAB
QuickBooks Team

Statement Past Due fields not showing correct data

Hi teresa-airsys,

 

I appreciate you coming back with an update and that you tried the steps I suggested. Our agents are great at working out these kinds of issues and will let you know what the options are moving forward.

 

I hope you have a great weekend!

jazar
Level 1

Statement Past Due fields not showing correct data

Was this resolved?   I have the exact same problem.

JamesM
QuickBooks Team

Statement Past Due fields not showing correct data

Hi jazar. It's important you get the help you need with this. First, I want to make sure we're on the same page. Have you done any of the troubleshooting steps provided by my colleague above? If not, that's okay. I'll share the steps below.

 

You'd need to check for data damage by following the steps in this article: Resolve data damage with your QuickBooks Desktop company file.

 

After that, you have to uninstall and reinstall the program by following this article:  Intuit QuickBooks Desktop software support policies.

 

Give this a try and if you have questions, please contact our support team using this link. Let me know if you have other questions by leaving a comment below. I'll be on standby.

jazar
Level 1

Statement Past Due fields not showing correct data


 

After that, you have to uninstall and reinstall the program by following this article:  Intuit QuickBooks Desktop software support policies

 


I did the data damage check and still have the same problem.  btw: its the same problem on every customer.

 

The above link does not contain any instructions on  uninstall and reinstall.  I can figure out how to do that, but if you want me to do something special then send me a link with instructions.

 

JamesM
QuickBooks Team

Statement Past Due fields not showing correct data

I hear you on this. At this point, I recommend reaching out to our support team so they can share your screen and get to the bottom of this ASAP. Here are our contact details. If you have any other questions, don't hesitate to ask. I'm here to steer you in the right direction. 

 

 

teresa-airsys
Level 2

Statement Past Due fields not showing correct data

Wow, I'd forgotten about this post.  No, the problem is still not solved, and we just live with it, like we live with all the other bizarre bits of programming in this software.  

AddieC
QuickBooks Team

Statement Past Due fields not showing correct data

Hi teresa-airsys. Welcome back! If you're still having issues with this, I'd encourage you to touch base with our tech support team. You should be able to use QuickBooks seamlessly, without having any issues. I'm confident our team will get this sorted out for you. 

Sundewurks
Level 2

Statement Past Due fields not showing correct data

I have the same issue when running Balance Forward customer statements on Quickbooks online. The above reset/ reinstall would not apply as we do not have a "file" damage issue with online services. 

 

We run Statements for the full span of Customer projects. The Past Due is showing was is Currently due. I verified that my invoice dates and due dates are correct. The only time the past due amounts clear is when I run statement 

 

How can we correct the Past Due Amount ? Can I zero it out manually? Or is this something to do with running the statement end dates in the future? It shouldn't as the invoices are clearly also current/ future dates. 

AddieC
QuickBooks Team

Statement Past Due fields not showing correct data

Hi Sundewurks. Thanks for joining the discussion. You're correct that the file damage steps won't apply to you if you're using QuickBooks Online. Don't worry, there's still an avenue for support if you're running into issues with your balance forward/past due amounts. 


In this case, I'd suggest reaching out to our tech support team. In situations like these, it's imperative that our agents review your account one-on-one to assess the situation and provide a solution. There's many variables at play, and the solution isn't necessarily "one-size-fits-all". I want to make sure you're receiving the appropriate resolution for your specific account setup.

 

I'm confident that a quick conversation with an agent will have this resolved in no time.


Cheers.

Sundewurks
Level 2

Statement Past Due fields not showing correct data

Thanks for the direction - good to know when to call for support versus use of forum (Which is often helpful)> Will report back to this thread for QBO Past Due Amounts on Statements showing up incorrectly if there is some resolution. 

Kim Mogensen
Level 1

Statement Past Due fields not showing correct data

Hi I have the same issue. I have tried everything to fix this...no luck. 

JamesM4
QuickBooks Team

Statement Past Due fields not showing correct data

Hello Kim. Thanks for chiming in on this thread. I'll be happy to provide the support you need so you're on the right track with your work. To make sure we're both on the same page, what troubleshooting have you done so far? 

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