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Cocoon
Level 2

All data lost

I had a recent problem with Quickbooks and as I am on the self employed subscription annoyingly can't talk to anyone.  I dealt with someone via email, which was painful and took far longer than if on the phone.  To resolve my issue, I was told to delete the bank accounts and reconnect.  I was assured they would reinstate my transactions.  I subsequently got an email saying everything has been reinstated. Except it hasn't.  I now only have transactions going back to June 2020, now all no longer reviewed (I was assured they would be reviewed with my receipts attached as I had reviewed them).  I have also lost all date prior to June 2020, so around two years worth of accounts.  

 

I am tearing my hair out as a) I can't talk to a human to help out b) when I reply to the email saying it's all sorted it tells me that I have no open tickets c) I am now open up to serious problems with the tax man as I not longer have many receipts or the transactions

 

Any help? I definitely need to find a better accounting provider.  Bad advice given and even worse steps taken by Quickbooks

14 REPLIES 14
ShiellaGraceA
QuickBooks Team

All data lost

This isn't the kind of service we want you to experience, @Cocoon.

 

I have some information about your bank accounts. You'll want to make sure you're using the correct QBSE app and the login credentials. This way, the reinstated transactions will show. Here's how you can download the iOS or Android mobile app for QuickBooks Self-Employed.

 

You might also want to reply to one of the emails about the reinstated transactions to verify.

 

If you need help with other QBSE task, feel free to visit our blog site for specific topics at this link here. Just look for responses that fit your concern.

 

Please know that you're always welcome to come back to me if you still have questions or concerns with your bank accounts. I'm just a post away. Take care and have a good one.

Cocoon
Level 2

All data lost

Thank you for responding. The service falls way beyond what is expected. The very fact I cannot talk or email directly is a headache. As I already mentioned, I responded to the email claiming all transactions had been reinstated, but got a response saying I had no open tickets. 

 

I do find it patronising suggesting I check I have the right version of the app. I've also logged in online. Years of transactions are missing.

 

Nothing has been reinstated. I have even logged in and out again.

 

I find it hard to understand that there is not automatically a back up that customers can revert to when they need or download whenever they choose. It's a very basic function.

 

Of course, if this isn't resolved by QB I'll be moving to Sage software. Way more reliable.

 

Cocoon
Level 2

All data lost

ps Not only are years of transactions missing, so are all the receipts attached to them. 

The Lawn Mower
Level 1

All data lost

I too am having the SAME problem with our business account! I was planning to try and contact QB on Monday.  All receipts lost. All transactions for 2020 now "unreviewed". Prior tax year information is incomplete.  This is NOT acceptable!

AbbyM1
Level 1

All data lost

I have you managed to retrieve your data? I had completed all of my accounts a few weeks back and have just logged on to complete my tax return to find everything has vanished!!!! 

Charies_M
Moderator

All data lost

Hello there, The Lawn Mower.

 

I'd like to route you to the right support that can help deal with your missing data in QuickBooks Self-Employed (QBSE).

 

This can best be addressed by our QuickBooks Self-Employed Team. They can conduct a thorough investigation to identify the reason why your data got vanished.

 

You can reach them by following the steps below:

 

  1. From the Assistant tab, type or say Talk to a human.
  2. If you want to connect with us directly, type or say Talk to a human.
  3. Then select your preferred support method: Message an agent (Live chat), Call an agent or Get a callback.

The details on how to get in touch with the support are outlined in this article: How to contact QuickBooks Self-Employed Support.

 

I've got your back if you need more help. I'm always happy to lend a hand. Have a good one.

pjflorring15
Level 1

All data lost

the same has happend to me. logged in on my mobile app sorting out my transactions etc...return an hour later, log in as normal to find all data has vanished apart from my invoices dating back to when i first started using quickbooks (2018) 

as other have said, it is a pain that you cannot talk to a human about this problem...

have any of the people in above comments got there problem sorted???

 

cheers pete

CharleneMae_F
QuickBooks Team

All data lost

I know this hasn't been an easy process for you, pjflorring15.

 

I'm here to make sure you'll get back your data to your QuickBooks Self-Employed account. Our QuickBooks Support Team can check and have this investigated. I'd recommend contacting them to determine the main cause of this.

 

Rest assured that our supports are available to help you fix this issue. You can visit this link to reach out to them: Contact QuickBooks Self-Employed Support.

 

If there's anything else that you need help with getting started with QuickBooks, you can click this page: QuickBooks Self-Employed Overview.

 

We appreciate your patience on this matter. We'll be working hard to resolve this.

Cocoon
Level 2

All data lost

I wouldn't bother with the online customer service.  They are useless.  They end the chat thinking they've resolved things when they haven't and you have to open a file all over again and then they don't understand.  I emailed the CEO of Quickbooks in the end and he put me on to someone who was very helpful.  I have lost a load of receipts but have kept my emails should HMRC every audit me.  The online customer service is shoddy and has never been fit for purpose.

Monarchvintage58
Level 1

All data lost

Can I ask how you contacted CEO? I just linked a new bank account on my self employed and lost all transactions... I am absolutely devastated. I tried the online chat, they sent me a phone number and the person on the phone said they couldn't help me because I use quickbooks Self Employed!! I am beyond frustrated with this company right now. Worst service. 

Monarchvintage58
Level 1

All data lost

Please help. I linked a new bank account to my Quick books and removed the old bank account and now all transactions are lost. I completely devastated. I am trying to do things properly and this happens??? I am at a complete loss. 

 

I have tried installing, reinstalling, the chat is absolutely useless, I tried re-linking the old bank account. What do I do? They can't just be gone!!

KlentB
QuickBooks Team

All data lost

I know that this hasn't been easy for you, Monarchvintage58.

 

I'll make sure that you can retrieve those transactions.

 

Please take note that when you remove a connected bank account in QBSE, all its related transactions will also be deleted. Also, this action or change is permanent. You may need to manually import your transactions to ensure that your books are accurate and up-to-date.

 

You can start by signing in to your bank’s website. Then, follow their instructions to download your transactions as a CSV file.  When you're ready, here's how to import your transactions:
 

  1. Open QuickBooks Self-Employed in a web browser.
  2. Go to the Gear icon, then choose Imports.
  3. Select Import older transactions for the account you want to add transactions to.
  4. Click Browse and find the file you downloaded from your bank. 
  5. Select the file and hit Open to start the import.
  6. Review the column headers and data, then click Continue to complete the process.

Moving forward, I'd recommend hiding your connect bank account instead of disconnecting it. This stops the program from downloading new transactions, and you keep all your existing data.

 

Additionally, here are some articles that you can browse to help manage your downloaded online banking transactions:

 

I'm still here if you have any other concerns or additional transactions. Just leave a comment below and I'll get back to you.

Davidball
Level 1

All data lost

I have had the same problem but unable to talk to anyone. Its been so annoying and think I need to look elsewhere as they take there money every month and for what, just to leave me up to my eyes in it thanks quick books for all your help not....

jamespaul
QuickBooks Team

All data lost

Hello, David. 

 

This is definitely not what we want you to experience when reaching out for help from us. I'll do what I can and ensure you'll be able to get your bank transaction data back in the program. 

 

As what KlentB mentioned, disconnecting a connected bank from the Self-Employed will remove all data associated with it. 

 

If you have data that was removed due to the disconnection process, you'll want to manually import those transactions and re-categorise them in QuickBooks Self-Employed. 

 

To reiterate the response further, consider hiding your bank account if you want to keep the data but don't want to download new transactions anymore: 

 

  1. Open QuickBooks Self-Employed in a web browser.
  2. Click the profile or gear icon, then select Bank Accounts.
  3. Find the account you want to hide.
  4. In the Show Account section, toggle the radio button to OFF.

 

Also just to clarify, did your transactions disappear or did you discuss a data reinstatement with our support? I would recommend giving them another shot again so they can take another look at the issue and restore your data. 

 

If you need help reach out to our support, please follow these steps: 

 

  1. In your Self-Employed account, click the Assistant button. 
  2. On the chat box, type something like "Talk to support."
  3. When asked, enter "follow-up on missing data" or "reinstate data."
  4. Click I still need a human.
  5. Proceed with Message an agent

 

Our support is available from Mondays to Fridays at 8.00 AM to 8.00 PM; Saturday to Sunday at 8.00 AM to 6.00 PM.

 

If you need a guide on your Self-Assessment taxes, this article will help you with the process: The QuickBooks Self Assessment for Income Tax checklist.

 

I'm all ears if you have any other concerns in managing your transactions in the Self-Employed program. Do you have other questions? Let me hear it and I'll ensure to provide the needed information. 

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