Live Bookkeeping and Cleanup

I appreciate you for sharing your concern with us in detail, @napiergc. I'll be providing some information about reaching out to your bookkeeper in QuickBooks Online (QBO).

Since you've signed up for QuickBooks Live Bookkeeping, you can meet with your bookkeeper at regular monthly appointments. Then, throughout the month, you can communicate with them via the Document and Request Center or seek QuickBooks assistance from a product expert.

Most firms have a live call with their bookkeeper once a month. These monthly meetings are an excellent opportunity to get an update on your books and review important financial documents. Here's how to schedule a monthly live call with your bookkeeper in your browser:

1. While your QBO account is open, select Live Bookkeeping.
2. Then, select Schedule appointment.
3. Fill in the required info and select an appointment time. 
4. Once done, you’ll get a confirmation email and SMS message that your appointment is booked. 

For more information and other ways to communicate with your bookkeeper, please visit this article: Contact your QuickBooks Live Bookkeeper.

You'll want to disconnect duplicated accounts connected to online banking in QBO. When you disconnect it from online banking, your existing accounting data won't change. You can reconnect it any time to start downloading transactions again. For more details and steps to do this, please refer to this article.

Moreover, since you don't remember doing payroll transactions, you can utilize the audit log feature in QBO. This way, you can see who made changes to your books and what they did.

Also, if you want to get a ProAdvisor, you can visit this link. This site allows you to search for a ProAdvisor near you quickly and easily by entering your city, state, or ZIP code.

Additionally, feel free to check out this article to get answers to common questions about QuickBooks Live Bookkeeping. This includes more information about bookkeepers and their available hours: Learn about the QuickBooks Live Bookkeeping service.

Reach out to me if you have other QuickBooks concerns. I’ll be right here to help and make sure you’re taken care of. Have a good one!

Thank you for the reply. Unfortunately, when I select the live bookkeeping tab it simply says the live bookkeeping is unavailable. See attached.

In searching the logs, it appears that the duplicate account was created as a result of Live Bookkeeping renaming the primary checking account. There is a note on the duplicate account that says "OOS - Cannot merge". I need the bookkeeper to transfer the charges in that account to the correct account and disable the duplicate. I have no way to contact them.

Hello, napiergc.

I'll share some information about QuickBooks Live Bookkeeping and how to get rid of the payroll transaction posted to the duplicate account.

When you sign up for the QuickBooks Live Bookkeeping service, you'll be assigned to a bookkeeper with experience in your industry. The bookkeepers are available for a defined number of hours per week, Monday through Friday, 6 AM and 6 PM PT. Each bookkeeper's available hours vary.

The option to move or transfer payroll transactions directly to another bank account is unavailable. As a workaround, you can create a journal entry to transfer the transactions to the right account.

Before doing so, I recommend getting in touch with your Live bookkeeper first or accountant. If you don't have one, you can use the Find a ProAdvisor button to look for a ProAdvisor. They'll be able to verify and ensure the accuracy of your books.

1. Go to the + New button.
2. Select Journal entry.
3. Fill in the needed details to create your journal entry.
4. Click Save and close when done.

You can review this article to learn about the basics in creating a journal entry: Create a journal entry in QuickBooks Online.

In addition, I encourage checking our Employees and payroll taxes page for reference. There, you can review some of our great articles and learn some tips in managing your payroll.

Just click the Reply button below if you need further assistance managing your accounts. The Community and I will be here to help you.

You can merge the 2 accounts together if you thing they are duplicates.

Click edit on account you want to change - then rename to existing account.  Must be exact. The system will ask you if you want to merge them (You can't undo this).

Then you can see for sure once you reconcile what transactions are duplicates.  You can move them back to the bank feed review screen and Exclude them.

Hope that helps!

OOS Stands for Out of Scope.  It a payroll issue - there is limited work a QBK Live Bookkeeper can do.  As they are not the Payroll Division.  Also payroll requires liabilities are created.  So changes can effect those liabilities.  Incorrect reporting and you may have fees/fines.  So there is a liability issue there that makes it OOS.  

I have the same problem.  I changed the name of my checking account in QBO and now I have 2 accounts!.....1 under the old name and 1 under the new name.  All is fine except my payroll and tax payments post to the OLD named account!  ugh.  I tried to merge the accounts but QBO won't let me because the acct is a default account.  Is there really no way to change payroll/tax entries to the new named account??  Will my chart of accounts now forever have 2 accounts lines for the same account? HELP

I have the same problem.  I changed the name of my checking account in QBO and now I have 2 accounts!.....1 under the old name and 1 under the new name.  All is fine except my payroll and tax payments post to the OLD named account!  ugh.  I tried to merge the accounts but QBO won't let me because the acct is a default account.  Is there really no way to change payroll/tax entries to the new named account??  Will my chart of accounts now forever have 2 accounts lines for the same account? HELP

Thanks for joining the thread, DaltonStrat22.

I understand the importance of changing your bank account for payroll/tax entries and managing two checking accounts. I'll share a way to get rid of all of this.

In QuickBooks Online, you'll have the option to merge two checking or bank accounts. It's possible that the old checking account is connected to online banking that's why you can't merge it. Please ensure that it's disconnected from all online services before proceeding.

Here's how:

1. Go to the Banking menu.
2. Locate your old checking account and click the Edit pencil icon.
3. Select Edit account info.
4. Checkmark the box that says Disconnect this account on save.
5. Once done, hit Save and Close.

After that, you can merge them. Refer to this article for more insights: Merge duplicate accounts, customers, and vendors in QuickBooks Online.

On the other hand, you can change the payroll/tax account by following these steps below:

1. Go to the Gear icon and select Payroll Settings.
2. Click Preferences.
3. Choose Accounting Preferences.
4. In the Checking Account drop-down arrow, select the correct account.

I'm also including this resource for more information on managing business information on payroll accounts for future reference: Update your business info in online payroll.

If you need further assistance managing your accounts in QuickBooks Online, don't hesitate to add any details below. I'll be around to help you.

unfortunately none of this help.  my account NUMBER hasn't changed.........just the name I use for in QBO.  in the banking page, only 1 shows up and thats fine, its the correct name.  the old named account shows up only in my charge of accounts.  and it has a negative balance because payroll entries are posted there.  the next line down is the correct named account with the correct balance.  i was just on a QBO chat with a specialist for 2 hours!!!  kept telling me the 'back office was responding'.....then it disconnected!!!  this is so frustrating.  now i'm waiting for a call from QBO to talk to an actual person.  it really shouldn't be this hard

I had a bad experience with Live Bookkeeper, in 2022  I should have: Your bookkeeper can close your books and prepare a trial balance. They can also send PDF copies of key financial reports including your profit and loss statement and balance sheet but they did not do that. I called the QBLive, Amy created a Case# 1596594162 to request a refund. Can you direct me to the right department?