cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Help us improve your self help experience. We'll donate $1 to WHO for every completed survey. Complete the survey now.
Level 3

Why can't I delete/deactivate this account?

I'm setting up QuickBooks Online manually (i.e. not importing from Desktop). We're still setting up the Chart of Accounts, and recently I created a couple of new accounts -- both of type Current assets -- that I quickly realized I didn't really need after all. Since they'd been used for nothing, I decided to deactivate them[1]. That's where the problem arises.

 

One of them deactivates fine, but the other refuses to go. Now, as far as we have been able to ascertain:

 

  1. According to our Audit Log, both accounts were created manually by us, not automatically by QuickBooks itself
  2. The accounts have not been used in any way. No transactions have been posted to them; nothing journaled to them; etc.
  3. They differ only in their names (and there's nothing particular special in those)
  4. We have not set up Online Banking at all, not in association with these accounts (whatever that would even mean for a non-bank account), nor with the actual bank accounts (i.e. those of type Cash at bank and in hand.)

Nevertheless, while, as I say, one account deactivates with no problem, when we try to deactivate the other, we get an error saying, "You can't delete this account because it is part of the Online Banking feature". Here's a screenshot:

 

qbo-online-banking-error.png

 

Can any explain what/why that is, and what we can do about it? 

 

thanks!

 

 

[1] Were I back on QB Desktop, I'd have completely deleted them, but I know that true deletion is not an option in QBO and that setting them as inactive is the Right Thing To Do.

18 REPLIES 18
Moderator

Why can't I delete/deactivate this account?

This error can occur if the system recognizes that the account is associated to Online Banking, Kelly.

 

Let's get rid of this error so you can continue deleting the account. We can create another account with the same Account Type and Detail Type:

  1. Click Accounting on the left menu and select Chart of Accounts.
  2. Click the New button and enter the Account Type and Detail Type.
  3. You can name the account as "dummy".
  4. Click Save and close.

Then, let's go to the account that has the error and rename it:

  1. Look for the affected account.
  2. Click the drop-down arrow next to View register and select Edit.
  3. Change the account name to dummy and click Save and close.
  4. It will prompt you to merge with the other account.
  5. Click Yes to confirm the action.

After that, try deleting the account again.

 

If the same thing happens, I'd recommend reporting this to our QuickBooks Customer Care Team. They'll be able to further investigate this.

  1. Click the Help menu in the upper-right corner.
  2. Select Contact us under Need support? section.
  3. Go to the first section of the page and select Working with Your Bank > Troubleshooting.
  4. Go to the second section and choose how you want to reach them (phone, email, or chat).

Let me know if you need anything else.

Level 3

Why can't I delete/deactivate this account?

Thanks James. I tried your suggestion but unfortunately even the merge gets blocked by whatever online banking thing is going on under the hood. When I try to rename my troublesome account to "dummy", having already created one of that name, type, and detail type, I get an error message saying, "Something's not quite right" and "You can't merge this account because it is reserved for the Online Banking feature."

 

qbo-cant-merge-either.png

I'll go ahead and raise it with Customer Care as you suggest.

thanks again.

--

QuickBooks Team

Why can't I delete/deactivate this account?

That's the best thing to do now, Tkelly.

 

Since you're still unable to delete the account, you'll have to contact our customer care support for an agent to help you. They have more tools like screen sharing. And, they can take a better look at this. 

 

Just follow my colleague @JamesDuanT's steps on how to get in touch with one of our agents. 

 

You're always welcome to visit us anytime. Have a great day! 

Level 1

Why can't I delete/deactivate this account?

Hi Kelly

 

I have the same problem here and we have not linked our bank account to QB - just wondering if you've had any luck with support.

 

Thanks

John T

QuickBooks Team

Why can't I delete/deactivate this account?

Hi John, 

 

Thanks for joining us on this thread 👋

 

Can I check if the error you are receiving is the exact same as the first 'You can't delete this account because it is part of the Online Banking feature'?

 

Do you usually update this account manually or by uploading CSV files? 🧐

 

Thanks

Level 1

Why can't I delete/deactivate this account?

Hi

 

Thank you so much for replying to my question.

 

We do everything manually, no imports of CSV files. Also, it is exactly the same - I followed the advice given about creating a dummy account but i had exactly the same message that I couldn't merge it because it was reserved for online banking.

 

Thanks

John 

QuickBooks Team

Why can't I delete/deactivate this account?

Hi john61 The issue with the audit log is if you turn on a feature that activated a Chart of Accounts it will say you created the Chart of Account not the system

We'd be grateful if you can provide us with the name, type and detail type of the chart of account you're attempting to delete/de-activate?

 

Level 1

Why can't I delete/deactivate this account?

Hi

It allows me to change the name which I now have so that it cannot be used - please see attached screen shot. It used to be called unrecognised assets.

 

Thanks

John

QuickBooks Team

Why can't I delete/deactivate this account?

Hi john61 This will be the default asset account and it's not possible to delete it.

Level 1

Why can't I delete/deactivate this account?

Hi

 

What does the default asset account do and under what circumstances would QB post an entry into this account?

 

Thanks

John

QuickBooks Team

Why can't I delete/deactivate this account?

Hi john61 It's not specifically used for anything, unless you want to use it. It's there in case you remove all other asset accounts as the reports need at least one asset.

Level 1

Why can't I delete/deactivate this account?

ok, thanks but that seems so unnecessary and also encourage people not to go through the proper thought process when setting up a Chart of Account, the very reason why I am having to re-configure ours because it is all over the place. I'm guessing it is because my predecessors had to design around these accounts rather than having one that fits the organisation's operations.

 

Lastly, it also means that I can see at some stage we would need to move to a conventional accounting package.

 

Thanks

John

QuickBooks Team

Why can't I delete/deactivate this account?

Hi John61👋, When the subscription is activated based on the business type you enter ( or if you don't select a business type it will set up a default set of chart of accounts). We can certainly pass on the feedback you've provided to our product developers. At the moment you wouldn't be able to make any default chart of account inactive, based on how QuickBooks Online has been created. Any further queries just ask, we wouldn't want to lose you as a customer in this instance we're unable to change the basic account set up.

Level 1

Why can't I delete/deactivate this account?

I am having a similar issue with a bank account. On the banking screen, there was a banner that mentioned a cash and envelope account. After clicking it, a new bank account was created but was not connected to anything. I attempted to delete it from the chart of accounts, but an error message popped up saying "You can't delete this account as it is used as default for one of the sales lines". I cannot find this error message anywhere on Google. I have tried merging the account with a dummy account and it still will not become inactive. I am not sure what sales lines are or how to change the default. Does anyone know how to fix this?

QuickBooks Team

Why can't I delete/deactivate this account?

Thank you for joining the thread, @ZSparrow.

 

This account must be a special account created by the system. Let us figure out the possible reasons why you can't delete/deactivate the account.

 

You can remove the accounts that you no longer need by making them inactive. However, some accounts can't be deleted or merged. These are the default accounts created when signing up to QuickBooks or when certain features are enabled. Besides, you can't use them for any other purpose.

 

To learn more about these accounts (can't be deleted, edited but not deleted or merged, can be deleted by merging), check out the information from this article: Manage default and special accounts in your chart of accounts.

 

Just in case you need additional resources while managing your accounts and banking transactions, you can as well open the topics from this link: Find help with bank feeds and reconciling accounts.

 

Please let me know if you need further assistance with this. I've got your back and am always happy to help. Thanks for reaching out. Keep safe!

Level 1

Why can't I delete/deactivate this account?

I have had QuickBooks for months now and this bank account is brand new starting yesterday when I clicked the banner. The balance is 0.00 and is not connected to anything. It was automatically created by QBO. I went through the steps to mark it as inactive but it gives me the same error message: "You can't delete this account as it is used as default for one of the sales lines." I went through the merge and delete process which also did not work. It looks like I have to remove it from being a default for the sales line but I have no idea where to find the defaults or what a sales line is.

Level 1

Why can't I delete/deactivate this account?

I tried to change the account to a non balance sheet account and it gave me this error saying that it is hooked up to Online Banking. How do I remove it from there?

 

The account must remain a balance sheet account because it is already set up for Online Banking..JPG

QuickBooks Team

Why can't I delete/deactivate this account?

Hello there, @ZSparrow.

 

I appreciate you for trying all the troubleshooting steps to resolve this issue. As mentioned by my colleague, some accounts can't be deleted in QuickBooks. 

 

You can check , if this account is associated with an item, and remove it from being a default from one of your sales items. I'll guide you how:

 

  1. Go to the Gear icon⚙ and select Products and Services.
  2. Locate the product and services you want to change.
  3. From the Action column of the appropriate item, select Edit.
  4. From the Income account ▼ drop-down, change the Income account.
  5. Click Save and close.

See this article for detailed steps: Change the account for a product/service item. It also includes how to update your past transactions in QuickBooks.

 

However, if you're still getting the same result, I would suggest reaching out to our Customer Care Support Team. They'll be able to take a look into your account and investigate the issues further. 

 

Here's how:

 

  1. Go to the Help icon. 
  2. Click the Contact Us button.
  3. Enter a brief description of your concerns in the text box.
  4. Click Let's talk.
  5. Select Start a chat or Get a callback.

 

Additionally, I want to make sure we address your concern on time. You can contact us from Monday to Friday every 6:00 AM to 6:00 PM PST. Then, 6:00 AM to 3:00 PM every Saturday. For the Advanced version of QuickBooks, you can contact them any time and any day.

 

I'm adding these articles that will help you with your future task in QuickBooks:

 

 

Stay in touch if there's anything that I can help you with by leaving a comment below. Have a wonderful day!