Making sure your books are balanced is essential when you're running a business and I want to make sure you're able to take care of this.
When it comes to received payments posting in QuickBooks Online, there's an important detail that we need to consider: whether this is a payment being entered manually, through QuickBooks Payments, or through a third-party app or integration. Each of these is tackled in a different way and has different factors that play into them.
For instance, if it's a manual entry, it could be something as simple as a cache issue that's causing the payment to appear three time. In this case, clearing the browser or app's cache could solve the problem as it makes sure there are no temporary Internet files causing problems. Take a look at this article to learn more: How do I clear my cache and temporary Internet files?
When it comes to QuickBooks Payments, it's always best for us to verify details on the back end when it comes to the transactions you're seeing. What I mean is since you're seeing the payment posted three times, we'll want to check to see how many times it actually posted in our system. Then we can go from there.
For third-party apps or integrations, troubleshooting often falls on the app developer or third-party support team. This is because the integrations are created and coded by them. In some cases, Intuit has apps to sync third-party programs with QuickBooks Online, in which case you can get in touch with QuickBooks Online support. If it's an app, you can check who you're contacting by going to the Apps tab in your account, finding the app you're using, and checking the support information on the right.
To troubleshoot with QuickBooks Online support or the Payments team, pick from one of the contact methods below. Note that the Payment team, however, does not offer chat support and is only open Monday to Friday.
Phone: 1-833-317-2226 from Monday to Friday from 9 a.m. to 8 p.m. ET or Saturday from 9 a.m. to 6 p.m. ET
Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)
Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Start a Chat
We're here to help you sort this out! Have a great weekend. :)
Thanks for the reply.
First the books are balanced. (Balance and Trial Balance). The only report which are off are the AR Aging Summary compare to the total AR account balance. Second, payments are posted manually by another person (the shop owner) and then I do the reconciliation and reports. I cleared my browsing history and clear the cache and still the problem exists. The funny thing too is on the invoices affected there is a negative balance on the amount received portion in which we can't find what are those payment for. It does not match with anything.
Hey again jane24,
Thanks for the update. When you run your reports, differences can be caused by something like cash versus accrual accounting methods. In particular when it comes to invoices, you're going to want to choose accrual methods to make sure that your numbers are correct since cash only considers what you've already received as payment. The toggle for this is typically at the top of the report page, but can also be found through the Customize button.
With what you're describing now, I feel you would benefit from a screen share session with one of our phone agents. An agent will be able to take a closer look with you to see what could be causing the issues you're describing. If you prefer communicating via text, the chat and social media teams are able to use screenshots to help you figure things out.
Don't be afraid to reach out!
I requested for a callback a while ago and did not receive anything. They said I was in line for 5 mins. I have chatted to an agent earlier and she took control of the screen but was not able to give a solution for me.
I see. First I'd like to address that Intuit QuickBooks Online Canada's support agents should not be taking control of your computer. While we can do a screen share session, this is just so we can see what's happening as it happens and direct you with a pointer. We're just the passenger. We keep you in control as the driver.
Secondly, I appreciate this is something that you've already spent time trying to resolve through chat and by scheduling a callback. The reason I'm stressing the options above for contacting support is because the community environment isn't built for this kind of troubleshooting. If you'd like to try social media support, you'll reach me or one of my teammates if I'm not available. I want to make sure you're able figure this out.
I have two instances that the chat support take control of my screen and navigate through Quickbooks. I didn't know it was not a norm on the support chat. Anyways, I still did not know what to do. If I delete the invoice and recreate a new invoice and post the payment received will it help?
I appreciate you letting me know it was chat support specifically that's been doing things this way. I'll be following up with my team to clarify what our practices are in this instance to make sure that we're all on the same page moving forward.
Having a better sense of the situation and being able to take a look at what the program is showing you is essential in this situation. I don't want to advise you of something without having the whole picture. I want to ensure your books aren't negatively affected by any actions we might take. Once again, please reach out using one of the four methods I mentioned in my original response.