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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:




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





[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.


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."



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!