Welcome to the QuickBooks Community! The Reports centre in QuickBooks Online is a function that many users rely on in order to get a better perspective on their business' income and expenses. I can see how discrepancies might pose a challenge, so I want to give you a hand.
The reports in QuickBooks pull data from the transactions and entries you record. You have the option to Customize reports in QuickBooks Online in order to filter them to show data representing specific accounts, transactions, customers, suppliers, employees, and more. You can also play around with the report layout so that the data you pull appears in the way you want to see it. One way to locate the discrepancy, is to check out the Audit Log. Do this by navigating to the Gear icon, then select Audit log.
If you're running the General Ledger report or the Trial Balance report for a specific date range, you can select the same date range from the Filter options in order to see the activity that's taken place in your QuickBooks account. This'll give you a better idea of what might be missing or what may have been edited or deleted.
Searching for these specific discrepancies can be a challenge, so it might benefit you to consult with your accountant or with a member of our support team. Another set of eyes is almost always helpful when looking to spot a difference. You can invite your accountant to work on your books or Find a pro to help from the My Accountant tab. If you'd prefer to reach out to our support team so an expert can do a screenshare to assist, here's how you can get in touch:
Phone: Call us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Let me know if you have any more QuickBooks-related questions. I'm here to help!
Yes I've done all of these things - it has not helped to locate the discrepancy. And QB support is non-existent. I've had 3 dropped chats and 2 dropped calls. Requested to speak to a supervisor and disconnected. So epic fail on Quickbooks' part.
Thanks for the update @userpfreeman-ca. I hate that this is the experience you've had with our team of support experts. We pride ourselves on providing comprehensive and timely support so that our customers can get back to doing what they love that much sooner, but I can tell that we've missed the mark. I'll pass on your feedback to my team so that we can ensure we're all committing to providing the same level of service every time.
Sometimes in these instances it's a matter of going through each transaction individually. I know that this is time-consuming work, but to get to the bottom of a discrepancy like this requires time and patience. As I mentioned in my previous reply, the reports in QuickBooks are generated based on the data you enter, so once you find that mistake, you should resolve the discrepancy.
It may also be that there's a bigger issue that needs to be looked into by our engineering team, in which case contacting support outside of the Community is the only option. After a screenshare, an agent can work on escalating the issue if necessary so that our engineers can get to work. Then they'll ensure that your name and contact details are added to the list of impacted users so that you'll be among the first to know when there's been a fix. I know your experience reaching out to support hasn't been what you've expected as of yet, but I hope you'll give us another chance to make things right and get to the bottom of this for you.
If you're using the "Amount" column, it doesn't always make debits positive and credits negative. Add the debits and credits columns, then filter out any lines where the transaction type is blank. Then the debit and credit columns should balance.