Bug When Charges Are Reclassified

I understand the challenges you've faced with reclassifying charges in QuickBooks Online (QBO), Susan. It's important to ensure that your financial records accurately reflect your business activities.

In QBO, the system will not automatically reclassify a credit card credit to a credit card charge. We can check your Audit Log to see if there are actions made. 

Here's how:

1. Go to Settings and select Audit log.
2. Select Filter.
3. Use the fields on the Filter panel to choose the appropriate User, Date, or Events filter to narrow the results.
4. Select Apply.

I'd still suggest contacting our Customer Care Team again. This way, they'll be able to use a screen share tool to walk you through some more steps to assist you in your situation.

Here's how to reach them:
 

1. Click the Help menu in the upper-right-hand corner.
2. Type in "Talk to a human", then press Enter.
3. Select Contact Support Team.
4. Type again Talk to a human and click Contact Support Team.
5. Choose a way to connect with us.
    

You can also check out this article to learn how to review downloaded bank and credit card transactions in QuickBooks: Categorize online bank transactions in QuickBooks Online.

Keep your posts coming if you need further assistance managing your expenses in QBO. I'm always here to help. Have a great day. 

I just showed the bug to my accountant who incredulously couldn’t believe this was happening.  I spent hours and hours rebalancing my books and want to report the bug to someone at Quickbooks.  Can you please provide me with a contact?  

Here is the bug:

When I go into profit/loss reports I look at expenses and how they are classified.  When I see an expense that is not classified properly I click on it and reclassify it correctly.  Then at some point I would log out.  When I log back in the year end balance of my credit card no longer matched my statement and was off.  It took me hours and hours to discover the source of the error.  What was happening? When I reclassified the expense in the report view, it was changing the expense to a credit.  I have tested this and showed my accountant who saw it as well.  

While I understand how easy to say this is user error it’s not.  I have done this same method for years.  I compare the expense categories looking in the report, make changes and adjust the expenses without issue.  Now all of a sudden QB is reclassifying correctly but then marking it as a credit from an expense.  Nothing I am doing is causing this.  It doesn’t happen when I am in the register reclassifying.  This needs to be reported and fixed and I would greatly appreciate a real contact who can get involved.  I have already spent a half hour connecting to your customer service doing the screen share and asked repeatedly if there could be a bug in your system and told no.  It took me hours and hours of frustration to finally determine the cause and my accountant saw it now as well. 

Hello there, Susan174.

I can see how the reclassification of your transactions prevents you from balancing your account accordingly. This is definitely not the experience we want you to have when working with QuickBooks. Hence, I'll ensure you get the help you need from the appropriate support.

I understand that you've already contacted our support team. However, I recommend contacting our Customer Support Team again since the issue persisted after correcting the transactions' category multiple times. They have all the resources to thoroughly examine your account and provide the most appropriate resolution. If necessary, they can also raise a ticket to get this investigated by your product engineers.

Here's how: 

1. Log in to your QuickBooks Online company.
2. Select Help (?).
3. Proceed to the Search tab and select Contact Us.
4. Choose the topic you need help with or tap on Ask about something else, then type in your concern.
5. Click on Continue.
6. Pick how you would like to connect with our support.

Also, consider checking their support hours to get immediate help.

On the other hand, consider scanning these materials to help you manage your transactions:

• Match online bank transactions in QuickBooks Online
• Categorize online bank transactions in QuickBooks Online

Feel free to comment in this thread if you have further questions when classifying transactions or other related concerns in QuickBooks Online. We're always willing to assist you.