Unwanted/automatic changes

I understand the convenience of audit log history for your bills in QuickBooks Online (QBO). I am here to provide details to assist you with the automatic changes you have encountered in QuickBooks Online, @rpineda2.

Moreover, the audit Log keeps track of all account activity, such as user sign-ins, changes to QuickBooks settings, changes to customers, vendors, employees, and payroll submissions. QBO doesn't automatically change bill transactions. The program keeps records and requires users to update information manually. For more details, on what the audit log can do and how to use it to keep an audit trail click the link.

If you have confirmed that the user didn't make those changes, I recommend performing browser troubleshooting steps.  Start by updating the bill with correct information using an incognito window. These are the shortcut keys:

• Google Chrome: Ctrl + Shift + N
• Microsoft Edge: Ctrl + Shift + N
• Firefox: Ctrl + Shift + P
• Safari: Command + Shift + N

If it works, proceed to clear your browser's cache. You can also use other supported browsers. Alternatively, you can also delete and recreate the bill to check if the transaction is not defective.

Finally, you can check this article to learn how to run basic reports in QuickBooks Online: Run reports in QuickBooks Online.

If you have any other follow-up questions about your invoice, billing, or audit log transactions, please let me know by adding a comment below. I'll be here to help you.

Thanks for your response.

We will need further assistance. After multiple failed attempts at getting issue resolved, issue keeps re-occurring and to say the following sentence "The program keeps records and requires users to update information manually" means that QBO has a hole open where automatic changes are happening. 

System is keeping an audit log and is making it appear as if one of our users did the change. This is sensitive financial data that we are dealing with and we would like to urgently request the help of a developer to look into this matter. 

Maintaining the security and accuracy of your data is our top priority, @rpineda2. I appreciate your patience in getting this issue resolved.

Let me make it up to you by ensuring the automatic changes in your QuickBooks Online account get investigated and prevented.

The Audit log feature tracks all your activities done in your books. This report is tamper-proof once the system detects any changes in your books.

To ensure we can get to the bottom of this, I recommend contacting our QuickBooks Support Team. They have the tools to securely access your account and determine why the system is making unwanted changes in your data using your users. They can also provide the necessary troubleshooting steps to resolve the issue and avoid this from happening in the future.

You can follow the steps below to reach out to our support:  

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter your concern in the Type something field, then click the Send icon.
4. Click on I still need a human.
5. Select Get help from a human.
6. You can either select Chat with us or Have us call you.

To ensure you can receive assistance on time, check out the support hours to determine their availability. 

Additionally, you can browse these articles to guide you in keeping your information safe. It can also help you identify and report suspicious activity, phishing scams, and potential fraud in your QuickBooks Online account:

• Online security tips
• Recognize official Intuit correspondence and websites

Please stay in touch in this thread if you need assistance creating transactions or navigating the program. You can click the Reply button and add a comment. I’ll get back to help you out.

Thanks for your response.

We have contacted your support team, but we failed to reach a conclusion. Since audit log shows a username making the change then there is nothing they can do. We've been asked to send in "Feedback" for the development team to investigate. 

Thanks for your response.

We have contacted your support team, but we failed to reach a conclusion. Since audit log shows a username making the change then there is nothing they can do. We've been asked to send in "Feedback" for the development team to investigate. 

The same just happened to us. No less than 687 changes were made in the span on 8 minutes on Friday night, July 5 before midnight. Our accounts for the time frame Nov 2022 to Nov 2023 have changed and no longer match our tax return. About $1.3M worth of transactions were unassigned a department (the department was deleted from the transaction). I can see several file uploads from "system administrator" on the audit log in the 8 minutes on July 5 in question but all of the transactions were edited with my user name. Even if I wanted to work on a holiday night (we had the day off) before midnight, it would not be humanly possible for me to edit and change almost 700 transactions. And why would I do that for 2 prior years which have been audited and closed. I was on the phone with customer support for 3 hours with no resolution. 

We had a similar issue with 600+ transactions edits dating back to Jan 2023 between 2:30am-2:50am on 7/4/24.  All but 3 of the edits just changed the class.  We also discovered that this happened to another one of our clients on 6/10/24.  That also seems to just be changes to class but on items dating back to 2021.

I appreciate your detailed information. At this point, we will examine your account to determine the issue and provide a permanent solution. Therefore, I recommend following the steps below to contact one of our specialists, SSaccountant2.

1. In your QBO account, click on the Help icon.
2. Choose Contact us.
3. Provide a brief description of your issue and follow the on-screen instructions.

Additionally, you can check these articles to learn more about finding transactions:

• Search for transactions in QuickBooks Online.
• Audit log can do and how to use it to keep an audit trail.

Please let me know if you have more concerns about QuickBooks. I'll be around to help.

Thank you for your response. I contacted the team and received an investigation number. The customer support staff let me know there was a glitch on the QB side on Friday night. I would like to get my QB restored to a backup from before this glitch happened. Do you do nightly backups? I also would like to know (for the future) how can I do a manual backup? We have Quickbooks online plus.

I appreciate you for taking the step of contacting our support team, MKAccountant. I'm here to share details on how you can back up your company file in QuickBooks Online (QBO).

Saving a backup of your QBO company data is only available on the QBO Advanced version. If you want to maximize the said feature, you may consider upgrading your subscription.

If you've decided to upgrade your QBO plan, you can review this article to guide you on storing the backup: Back up and restore your QuickBooks Online Advanced Company. It also provides information on the data or files you can and can't back up.

Furthermore, please be reminded that you can only restore files within one previous calendar year. Saved backups older than one year are not retrievable by the company.

You may also make a copy of your existing QBO Advanced company and use it to start a new one. This feature is handy in copying your existing company data into a new Advanced QBO company file.

Tag me on this thread if you have a follow-up question regarding saving a backup of your company or any other concern with your transactions in QuickBooks. I'll make sure to get back to you promptly.

We are having this problem.  We have been on the phone with for five hours with QBO support and so far they have told us that it is either a browser cache issue, or a third party app issue.  They have not been able to provide any evidence for these, and we are continuing to have the issue.  Did anyone here ever get their issue resolved, because being on with QBO online support is getting us no where.  Their tier two person somehow is unable to tell us what is triggering this automatic change, and will not escalate this to tier three.  

Thanks for joining the thread, @JRobinsonSynergy. Spending five hours on the phone without a resolution is undoubtedly overwhelming, and I can understand how frustrating it must be not to have clear answers regarding your issue.

To resolve this matter, your case will be escalated to our Next Level Help team. They will review your comments in the Community and recent interactions with support. You can expect to hear from an expert within 1-2 business days.

We genuinely want to assist you and ensure you get the support you need. In the meantime, if anything else arises or you have further questions, don't hesitate to reach out in the Community. We're here to help you through this.