I started QB today (desktop app and online) to find that new Purchase orders and Bills no longer displayed the VAT Total but which magically re-appeared after the PO or Bill was saved and re-edited.
After quite a lengthy troubleshoot session with the chat help. The final suggestion was to refresh the APP data. Which I did, but of course killed the chat session. When I started the desktop app again. I started the chat session and of course got a new person. Then followed the most bizarre conversation (attached transcript, apologies for my typos but I was getting a little stressed)
It boiled down to.
So we are not to be trusted to do simple changes like Tax Code description? If we stray from the procedures (as the chat person tells me) we can expect the application to stop working properly
Have a read of this transcript. It is very telling
Thanks for reaching out to us on the Community page,
When you migrate from desktop to online both products us different vat codes, therefore we need to raise it up to our engineers who do a vat refresh for you the customer, this only has to be done once and then it will show the correct vat codes to use moving forward.
We have sent you an email if you could check your inbox thanks and reply that would be great
As the support person did. You are completely missing the point.
1. I converted to Online 2 years ago. No problems Until Now. Why now. There has been no public notification that this is necessary
2. No explanation why you have to insist it is your engineers that need to do this.
3. Why is there no information about what his change is and the changes it does to the accounts.
Next reply from this QB person
There is no way you can do the vat refresh yourself, our engineers have to go in the back end of the system to do the vat refresh for you.
What are they adding
What are they amending
Why is it necessary
What is different about the Tax Rates being Added ( or in your terminology “refreshed”) by your Engineers to a Custom Tax Rate being added by me?
What else does this refreshed Tax Rate do or contain?
So answer from QuickBooks Team
All our engineers do is go into your account, go to taxes, edit rates and they change the codes from the desktop code which it defaults to after the migration, which is set at 17.5% to the 20% in online save the change and that is it, they do not change anything else or go anywhere else.
The reason why we do the refresh the rate in desktop is 17.5% where as online it is 20% that is why we do the refresh because when the migration is done it automatically defaults to the 17.5% which is wrong as online use the 20%, that is why we do the vat refresh for our customers.
Are these people for real?
Your answer makes no sense.
The VAT Rate 17.5% was changed to 20% in 2011
If I have been paying 17.5% VAT in QuickBooks for the last 8 years, I think HMRC would have noticed by now don’t you.
Since we are able to edit the rates ourselves (and my rate has been correct since 2011 both in the Old desktop and online) why is QuickBooks insisting that only their engineers can do this change?
So the fact that you say all they are doing is something I can do myself, does not make sense unless they are altering something that I cannot?
Do you not see the nonsense in the insistence that your engineers have to do it?
The Vat rate on desktop was defaulted to 17.5%, when the VAT codes changed in 2011, the default rates were amended to 20%, but were still defaulted at 17.5% in the back end.
When you migrated, because there was already default VAT codes on the account, QuickBooks Online default codes weren't added to the account, but instead reverted the old Vat codes back to their default rate (17.5%).
The only way to resolve this, is for the engineers to go into the account and remove the old default Desktop VAT codes and replace them with the default Online codes that weren't added during the migration, because of what was explained above.
Can you please listen to what I am saying?
I converted from the desktop Two Years ago.
On the old desktop I had amended the VAT rate on the old desktop application Tax Rate from 17.5% to 20% when it changed in 2011.
When I converted to online two years ago the Tax Rate was correctly migrated as 20% and has been ever since. All the VAT return have been correct. The VAT 100 generated by HMRC online agrees with the VAT 100 Generated by QB. I have been filing VAT returns online correctly for the past year.
So I am able to change the VAT rate myself. I have just added a test rate quite successfully and deactivated it.
Why do you insist this can only be done by your engineers. What am I missing?
I am having the same problems. Started in February. I have to save the entry before it sows the vat amount and you cannot amend it. A lengthy entry with multiple lines ie credit card analysis is impossible to complete. and what is with the date and tax code not mixing like oil and water. why have they changed something which was working perfectly ok/ I thought they were preparing for Brexit. will have to call them or I cannot finish February's accounts