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treasurerkingsto
Level 1

QB made incorrect distributions of monies received to income accounts in our cash basis business. The accrual report show the correct amounts.

QB also included income from a prior fiscal year.
3 Comments 3
Catherine_B
QuickBooks Team

QB made incorrect distributions of monies received to income accounts in our cash basis business. The accrual report show the correct amounts.

Hello there, treasurerkingsto.

 

Income on the accrual basis includes all invoices sent to your customers, regardless of whether or not you have received payment.  Cash basis, on the other hand, income only includes what your customers have paid to you. Journal entries that impact a Balance Sheet account or an income/expense account, affect both cash and accrual basis reports. 

 

We can verify if what you're experiencing is caused by a browser-related issue. There are times that a regular browser is full of frequently accessed internet resources or browsing history, which can cause unusual responses when puling up reports.

 

To start troubleshooting, you can try logging in to QuickBooks using a private browser. This type of browser doesn't store cache files and browsing data. 

 

To use a private browser, you can use these keyboard shrtcuts:

 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Safari: Command + Option + P

Then try pulling up the report again and ensure that you select the correct report period and accounting method. If the amounts are posting correctly, you can clear your browser's cache so the system can start fresh. If you get the same result while using a private browser, I recommend switching to a different browser.

 

Feel free to visit this page if you want to customize your reports

 

Please let me know how this works so I can walk you through it from there. Take care and have a great day!

treasurerkingsto
Level 1

QB made incorrect distributions of monies received to income accounts in our cash basis business. The accrual report show the correct amounts.

I tried all three browsers and this did not help. I do not want to spend more hours on the phone. I would like someone to address the problem.

KlentB
QuickBooks Team

QB made incorrect distributions of monies received to income accounts in our cash basis business. The accrual report show the correct amounts.

I appreciate your efforts in performing the troubleshooting steps, treasurerkingsto.

 

Let me route you the best support to ensure that this will be taken care of the soonest.

 

As much as I'd love to investigate this issue, the ability to pull up your account is done by our Customer Care Team. This way, we'll be able to protect your personal information.

 

That being said, I'd recommend giving us a call or a message so we'll be able to look into your account via screen sharing. Then, conduct a series of tests to rectify the issue. Here's how to connect with us:

 

  1. Go to the Help icon.
  2. Select Talk to a human.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Contact us.
  5. Select Get a callback or Send a message to start a conversation.

I've also enclosed some articles that will help you in personalizing your reports in QuickBooks Online:

 

Please feel welcome to reach out to me with any other questions or concerns you may have. I'm looking forward to assisting you in the Community space.

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