Payroll Checks Not Matching

That's not what we want you to experience, Azdirectsatellite.

When I checked this issue, our engineers prioritized and are still investigating why the amount hitting the bank account and your Chart of Accounts are different. As soon as this is fixed, they'll surely send you an update since you already reported that your account is affected.

Additionally, I'll take note and forward your feedback about the product and support. This will help us to improve the service.

If you need anything else, don't hesitate to post again here. We'll respond as soon as we can.

Hello, 

We have had the same issue and have spent hours trying to get our direct deposit payables to match with our actual checks that come through. No one in support can help us and we have called at least 5 people AND we have gone to payroll experts. They are unable to help and/or sometimes even understand the issue. We are unable to run correct reports because our payroll expenses show up twice. Honestly, I'm not sure how we will close the books this year. 

Can you please help us by getting a higher level engineer involved? We are at our wits end. 

Thank you! Susan Easterday 

Welcome to the Community, sheasterday.

Thanks for sharing your experience with the support. We're taking note of this. 

To avoid posting duplicates in your Profit and Loss reports, you’ll want to match those transactions from your online banking account instead of adding them. Let me guide you how in your QuickBooks Online (QBO) account.

1. Go to the Banking or Transactions menu.
2. Select the tile for the account you want to review.
3. Click the For Review tab.
4. Find and select the transaction with the Match option from the Action column.
5. Select the downloaded transaction to expand the view.
6. Review the Matching records found in QuickBooks
7. Select the link next to each match to get more details.
8. Make sure this is the correct match
9. Then select Match

You can also check this article for more details about the process: Categorize and match online bank transactions in QuickBooks Online.

I’d also recommend checking this with an accounting professional for additional guidance. This is to make sure your books are accurate. If you’re not affiliated with one, you can visit our ProAdvisor page and we’ll help you find one from there. 

Furthermore, if this is not the case, I recommend contacting our Support team. There, they can securely check your account and investigate the reason why your Profit and Loss report is posting duplicate amounts. 

I’m adding this link as your guide in matching your bank balance and QuickBooks balance seamlessly: Reconcile an account in QuickBooks Online.

Let me know if there’s anything else you need help with in managing your accounts and reports in QBO. I’ll be around to help. Stay safe.

Hello Charles, 

I appreciate your quick reply--however, I feel like you didn't read my whole email to understand what I said.

We have been working on Quickbooks for years and understand how to do the matches. The whole problem is the matches do not show up. I believe the problem is the actual pay from our bank account is net and the direct deposit payables are gross. Again, just to emphasize, when try to match the expense, the payroll direct deposit payables are not showing up to match. 

Additionally, I said in my previous emails, we have talked to at least 5 people and spent numerous hours on the phone. Most of the support people do not understand the issue and those that do cannot fix it. I have had a support person look at our system and they cannot figure it out. 

Please, please escalate this to someone who can help. I don't know what to do at this point and we will not be able to close our books with this issue. We started with Quickbooks payroll this year because we thought it would integrate well; it's been a nightmare as we've tried to figure this out. At this point, as a business owner, I've spent 1000's of dollars in work time between myself and my operations person trying to figure this out and working with your support team. They have not been able to help. 

Respectfully, Susan Easterday

Ps. We do have an accountant, but he is busy with October 15 deadlines. While he is good with reviewing our accounts and helping us write journals entries, etc., he cannot "fix" a Quickbooks issue. 

Thank you for sharing your experience so that we could investigate this further, sheasterday. 

After researching further, I've discovered there's an ongoing issue with the incorrect amount of paychecks in QuickBooks Online. This means that other customers are having the same issue. Rest assured that our engineering team is working hard to get a resolution as soon as possible. 

Also, I've added you to the list of impacted users so that you'll receive email updates and be notified when a resolution has been posted. 

In addition, QuickBooks Online provides many payroll reports from which you can acquire information about your company and employees

We appreciate your patience as we're working on this. Please let me know in the comments below if you've got other questions about your payroll checks. Take care and stay safe!