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Level 3




A customer paid on an invoice and the money went into QB Checking. Somehow it never cleared. I just found it in my Chart of Accounts in the account receivable account. AND I notice the transaction was manually entered in the QB checking. How do I get that money into my actual QB checking so I can reconcile? The charge isn't on my bank statement either; as if I never received the money. 

8 Comments 8
QuickBooks Team


Hey there, @Brittanyxo1. Great to see you in the Community. I'd be happy to share some details about entering the payment of your customer in QuickBooks Online (QBO).


It seems like your using the QuickBooks Payment as the go-to payment option for your customers. QuickBooks will refer to the details on how you setup your receiving account for QB Payments.


Once the customer paid you through QB Payment, the transaction will automatically queue in your bank feeds and find the matched transaction once they're uploaded to the Banking page.


In this case, I'd recommend checking your setup and review if it is assigned to the QB Checking account. If the account is incorrect, you can change it and unreconcile the transactions that aren't supposedly on the other account. Once done, exclude and delete those transactions.


Since you're not able to see the transactions that your customer paid you on the Checking account, you can create a CSV file with the transactions in it. After that, upload the transactions to add them to the correct account. Ensure that there are no duplicate transactions, if you can see any, simply exclude them.


After that, match the Invoice and the bank transactions. Once done, reconcile the account. 


I'd also recommend speaking with accounting professionals. They have multiple workarounds that can be done in your situation that fits your business' needs. 


Moreover, I've included some articles that will help you through the process I've mentioned above:



Don't hesitate to add a reply if you need further assistance with this process. Have a great rest of the day.

Level 3


Hey MarsStephanieL,

Thanks for the reply! No, QB Checking isn't my default. Someone accidentally hit the qb payment while checking out a customer and it went right in that account. 


So, in simple terms, are you saying delete the transition In theaccounts receivable account AND in QB Checking? And then re-enter it in the correct account? I don't need to create a spreadsheet as it's only one payment transaction.


Thank you for all the help!  

QuickBooks Team


I appreciate you for getting back, Brittany.


Yes, you may delete and re-enter the entries to correct your record. Usually, an amount sits to the Accounts Receivable (A/R) account once an invoice is never linked to a payment transaction or no payment recorded. If this case, you can record a payment through the +New icon manually. Then, deposit the amount to the desired account. For more information, you can open this article: Record and make bank deposits in QuickBooks Online.


If you had downloaded payment, match it to your invoice to close the AR balance.


For additional tips, while processing customer payments online, you may open this article: Take and process payments in QuickBooks Online.


Let me know if you have any other questions by leaving a comment below. I'm more than happy to help. Keep safe!

Level 3


Hi Angelyn_T,


Ok that makes sense! When I tick the edit button on the transaction from the bank register, it opens with "receive payment" at the top, and under that it says "Outstanding transaction" So, do I check mark the transaction, choose the bank I want to deposit and then hit "save and close"? I am scared to do this as I do not want to mess up my books. Thank you! 



You're on the right track, @Brittanyxo1.


Yes, you'll have to select the specific transaction under the Outstanding Transactions section and choose the correct bank in the Deposit to field so the funds will be move to that account. 


For your reference in using the Receive Payment feature, feel free to open this article: Record invoice payments in QuickBooks Online.


I've also got here a compilation of QuickBooks how-to videos that you can open to further guide you in performing your accounting tasks. 


I'm always willing to assist you in case you have any questions about managing your transactions in QuickBooks Online. Just drop your reply and I'll circle back to help you.

Level 3


Hi Divina_N,

Thank you so much for chiming in! I just followed those steps and when I went back to open the transaction it still says its outstanding! Hmm...

QuickBooks Team


Hello, Brittanyxo1.


I'd like to add some details regarding the payment.


When you open a payment, it's normal to see the invoice under the Outstanding Transactions section. Just make sure that the Deposit to account is correct, and the invoice has a check mark to it, so both transactions are linked together.   


Here's a sample screenshot for a visual reference:



You can also go to Sales > Customers and check if the customer's balance is correct. Otherwise, contact our Customer Care Team. They can pull up your account and review the transactions.


Please take note that our support hours for QuickBooks Online Plus, Essentials, Simple Start is available from M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. For the Advanced version, we're available any time, any day.


Here's how you can contact us:


  1. Go to the Help icon located in the upper right-hand corner.
  2. In the Search window, click the Contact Us button located at the bottom.
  3. Enter your question and click Let's talk.
  4. Choose either Chat with us or Have us call you.

If you have the new QuickBooks Assistant help update, you can follow these steps:


  1. In your QuickBooks Online account, go to the Help > Assistant.
  2. Type Talk to a human and enter what do you need help with.
  3. Click No if none of the articles shared are helpful and select Chat with us or Have us call you.

You can also get our direct phone number in this link: QuickBooks Online Support.


If you need anything else, me and my colleagues are always here to help. Please feel free to leave a comment below and we'll get back to you as soon as we can. Stay safe!

Level 3


Hi RenjolynC,

Thanks for bring that to my attention. I noticed that when I went back to previous transactions. I made sure it was checked, and the deposit account was correct and I am still having the same problem. I contacted support, they couldn't help. I contacted my bookkeeper; hopefully she can figure it out! Thank you for reaching out. I appreciate it! 

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