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Level 3

Missing Employee Direct Deposit

Today I was reconciling my company bank statement for April (4/1-4/30).  On March 31st, employee payroll was run (10 employees) and everyone received their direct deposits on April 1st.  On the bank statement, there are 10 individual direct deposit deductions, but tracing back to the QBO Bank Register, only 9 direct deposits were recorded.  One is completely missing.  Nothing has changed, it was fine for the payroll before and the payroll after, the transactions for all 10 employees are there. I am the one that both runs payroll and reconciles the bank and credit card statements.


How do I go about entering the missing paycheck?  I have a copy of the paystub from payroll, but not sure how to make a proper entry.

7 Comments 7
QuickBooks Team

Missing Employee Direct Deposit

I've got the steps to locate the missing direct deposit, sharon108.


To start, let's generate an Account QuickReport to locate your employee's missing paycheck. Here's how:

  1. Go to the Gear icon and then choose Chart of Accounts.
  2. Locate the specific bank you used in paying your employees.
  3. From the Action column drop-down menu, select Run Report.
  4. Click the Customize button.
  5. From the Report period drop-down list, choose the specific date of the missing checks.
  6. In the Rows/Column section, put a checkmark on the following:
    • Distribution Account --> All
    • Transaction Type  ---> Paycheck
  7. Click Run Report. 


If you're unable to locate the transaction, I'd suggest running the QuickBooks Audit Log. This will allow us to see if the paycheck is still listed or if someone made changes in the account. I'll show you how:

  1. From the Gear icon, choose Audit Log.
  2. Click the Filter drop-down list.
  3. In the Events sections, put a checkmark on Transactions.
  4. Select Payroll.
  5. Click Apply.


To guide you in reconciling your account, please see this article: Reconciliation Workflow.


Additionally, I've added an article that'll help you access your reconciled data in QuickBooks Online. This is useful if you have trouble reconciling the following month and when you meet with your accountant: View, Print, or Export a Reconciliation Report.


Please don't hesitate to visit us here in the Community if you have other questions about reconciling your account or tracking your paychecks. I'm always here to answer your inquiries.

Level 3

Missing Employee Direct Deposit

Thank you.  I did both exercises above and the transaction does not exist.  But again, payroll was processed, the employee has their paystub, and the bank deposit was made.  But the transaction does not exist in QBO.


Missing Employee Direct Deposit

Thanks for getting back to us and for following the steps provided by my colleague, sharon.


Let's perform one more troubleshooting steps to retrieve the paycheck. You start by deleting the browser's history.


Sometimes, history on your browser can cause issues while using QuickBooks. You can use the steps to clear cache for your browser.


After clearing the history, make sure to restart your browser for changes to take effect. To have the best and most secure experience with QuickBooks Online, use a supported, up-to-date browser.


If the same issue persists, I recommend contacting our QuickBooks Payroll Live Team. They can perform screen sharing with you and help locate the missing paycheck on your account.


Let me know if there's anything else you need by commenting below. I'll stay around until you're able to find the missing Direct Deposit paycheck.

Level 3

Missing Employee Direct Deposit

No, that did not help.  I did also try to sign in from another browser and the transaction is still missing. Thank you.

QuickBooks Team

Missing Employee Direct Deposit

Thank you for getting back to the thread, @sharon108. Let me direct you to our support team.

Since you've tried all of my colleagues' suggested troubleshooting and still get the same error, I recommend contacting our QuickBooks Online Payroll support team. They have the resources to securely look into your account and investigate further about the missing employee deposit.

Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Go to Help.
  3. Choose Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Then select a way to connect with us:


  • Start a chat with a support expert.
  • Get a callback from the next available expert.

Please check out this article for the time schedule: Contact Payroll Support

I’ve also included these guides about direct deposit issues and payroll reports:

Please come back if you have any other concerns about direct deposits. I'll be happy to guide you. Take care!


Level 3

Missing Employee Direct Deposit

OK, thank you.

QuickBooks Team

Missing Employee Direct Deposit

I appreciate your update, @sharon108.


I'm glad my colleague was able to help you out today. If there's anything else you need, or if you have any other concerns about recording your loan transactions, feel free to post here anytime.


Take care, and I wish you continued success.

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