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Level 2


I was working on an invoice and matching a few bank items on a laptop using quickbooks online version. My business partner happened to mention that we didn't have two paper print outs of particular invoices. I knew the laptop I was using wasn't connected to the printer, so used my phone and the app version to print the invoices out. 

When I returned to the laptop to carry on, I noticed the two particular invoices now say overdue. Now,  I matched both invoices with the bank feed when they were paid at the time and the audit log confirms this.

After hours of investigating, I can see in the audit log when I logged into the system. It shows immediately after logging back into the desktop version that the two particular invoiced have been unmatched and voided all at the same time stamp. I didn't do this?

I don't know how to reset the way it was without making a mess of the VAT and CIS deductions 




Level 2


When I mention logging into the desktop version what I think I meant was logged onto the online version using a laptop...



You can follow some of the recommended troubleshooting steps below, Calvds.


If you're using QBO Desktop App, all you have to do us is to clear the cache. You can do this by following the steps below:

  1. Click the Help icon at the top.
  2. Select Reset App Data.
  3. Click the Run as Administrator.


If this won't help fix the problem, you can try uninstalling and reinstalling the program. 


Here's how to uninstall:

  1. Drag the QuickBooks Windows app from the Applications folder to the Trash.
  2. Go to Finder then choose Empty Trash to completely remove the app.


Here's how to reinstall:

  1. Select the QuickBooks.dmg file in the downloads section.
  2. Drag QuickBooks to the Application folder.
  3. Launch the QuickBooks App from the Application folder.
  4. Then, select Sign In if you have a QuickBooks Online account.

However, if you're using the browser when logging in to QuickBooks, you can try using an incognito window. If it works fine, go back to your regular browser and clear the cache. You can also use other compatible browsers with QuickBooks.


Give me an update by replying to this thread on how these steps go. Have a good one.

Level 2


Thanks for your reply and advice. 


I have deleted the phone App and its data, I have also cleared the cache on the browser as I am using a browser (safari) to run Quickbooks.


I know the phone version isn't compatible with CIS deductions. When I look at the audit history "line 4" or what would have been CIS suffered has been deleted "*previous row 4 deleted" shows in yellow highlights.


Bank value in quickbooks seems to be correct but CIS is now missing the two respective amounts. 






Thanks for getting back, Calvds.


Great job for using the Audit log to see the changes made in your account and who made them.


Those payments are posted back on the For Review tab since they were deleted. That being said, I suggest matching them again to the invoice to record the payment on your register.


Below are the steps on how to match transactions:

  1. Go to Banking from the left navigation menu.
  2. QuickBooks displays an outlined green box under the Category or Match column that says 1 record found message to the matching transaction when there's a possible match from the bank entries.
  3. Click it to expand the entry so you can review its details.
  4. Click Match under the Action column.

Please refer to this article for more details: Add and match downloaded bank transactions. It includes a quick video tutorial for your guidance.


I've also added this link: CIS in QuickBooks to learn on how this scheme works in the system. It also provides steps on how to pay and receive CIS payments.


Let me know if you have follow-up questions and I'll get back to you.

Level 2


I got it sorted!


I went to the bank feed tab and clicked "undo" 

I then opened the two invoices and edited the "less CIS" amount  (the part that some how deleted itself as mentioned above) with the correct amount.

I returned to the bank feed tab and was able to re-match.

back to normal now!




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