I wish you didn't have to go through that situation, @LindaL4.
Thank you for exerting effort in giving us a detailed scenario about the missing data after converting from QuickBooks Desktop (QBDT) to QuickBooks Online (QBO).
When moving from QBDT to QBO, your books may appear differently. There are certain limitations on what you can transfer, convert and upload. To help you understand how your books were moved, you can read through this article: Learn how features and data move from QuickBooks Online to QuickBooks Desktop.
In your case, since the payee/customer name field appeared to be blank in the bank register, I agree with the given solution by the representative you've talked to in which you need to upload your excel backup file into QBO and delete the duplicate blank records. On the other hand, you may also need to attempt to perform the conversion again.
To start, we need to delete your data in QuickBooks Online and start over. Here's how:
If your books are less than 60 days old,
- Sign in to your QuickBooks Online account. Important: You'll need to sign in as an admin. If you're already signed in, make sure it's the correct company.
- Go to the URL in your browser's address bar. Delete all the text and enter the following web address instead:
- To confirm you want to delete your company data, enter Yes.
- Select OK, then Wipe data.
If your books are 60 days old or older, you can refer to this link: Delete your data and start over in QuickBooks Online.
Once done, convert your data again from the Desktop version. Follow the step-by-step instructions to make sure the data is imported correctly.
Should you encounter any error when converting, get a guide from this article: Fix errors when you move from QuickBooks Desktop to QuickBooks Online.
Don't forget to ping me by leaving a comment below if you need further assistance in retrieving the missing data. I'm always here to help. Have a great day!
