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Level 2

Customer Payment application error even though totals foot

Trying to post a check payment on multiple invoices where customer took credits as well. (Customers - Receive Payments) After applying everything and verifying from lower right corner of Customer Payment screen that the Applied amount, less Discount and Credits Applied matches the Check Payment amount (upper left corner of screen), I click on Save & Close, and get this message:

"The transaction is not in balance. Make sure the amounts in the detail area on the form for this transaction equal the amount at the top of the form."

Screenshot attached.

 

Solved
Best answer May 27, 2020

Best Answers
Highlighted
Level 2

Customer Payment application error even though totals foot

Did a Rebuild, then Verify - no errors found. The only way Quickbooks would accept the transaction was if we made the Payment Amount (upper left corner) match the Applied amount (lower right corner), and ignored Discount and Credits entirely. Then when we saved the transaction, Quickbooks rearranged all the application of payments anyways. In order to get Cash to balance, I had to add a subtracting line to A/R when recording the Deposit, then go in as Accountant to Fix Unapplied Payments and Credits and get everything applied out, although couldn't match our customer's payment stub but oh well, hopefully they will pay off the balance soon and we can put this all behind us.

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QuickBooks Team
QuickBooks Team

Customer Payment application error even though totals foot

I appreciate you for performing the troubleshooting steps and coming up for a workaround, kjssdca.

 

You'll encounter this error message when both of your expenses and items are the same as the amount. You can enter each detailed line items for applied amount, less discount, and credits on one tab or the other, but not both.

 

Though, you can use both tabs, but not for the same line item. This way it will match your customer's payment stub to pay off the balance. 

 

Also, you're doing the right thing to fix unapplied payments by going to the Client Data Review section and choosing the Fix Unapplied Customer Payments and Credits.

 

For more details about fixing customer payments, check out this article: Correct customer payments that have been deposited or reconciled.

 

If you need further assistance on the steps I've provided, feel free to reach out to our Customer Support Team. They'll pull up your account in a secure environment and help you with this one. 

 

Here's how:

 

  1. Click the Help icon on the top menu. 
  2. Choose QuickBooks Desktop Help
  3. Tap Contact us.
  4. Select Search for something else and enter your concern in the Tell us more about your question: field. 
  5. Tap Search
  6. Choose Start a Message or Get Phone Number to connect with our support. 

QBDT contact1.PNG QBDT contact2.PNG

 

I've got some articles here about managing customer payments:

 

Fill me in if you need a hand with running customer reports or any QuickBooks related. I'll be here to ensure your success. Take care always. 

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4 Comments
Highlighted
QuickBooks Team

Customer Payment application error even though totals foot

Hello there, @kjssdca.

 

Usually, this error occurs when your data is damaged or corrupted. We can run the Verify and Rebuild tool in QuickBooks Desktop to isolate this issue. Here's how:

 

First, let's rebuild your data:

  1. Go to the File menu, then select Utilities.
  2. Choose Rebuild Data, then click OK.
  3. Follow the prompts to save a backup.
  4. Select OK when you see Rebuild has completed.

Once done, we can now verify it:

  1. Go to the File menu, then select Utilities.
  2. Choose Verify Data.
  3. Select OK if there are no problems detected.
  4. If Verify finds an issue with your data, you will be prompted to Rebuild Now or View Errors.
  5. Click Rebuild Now.

Feel free to read this article for more information: Resolve Data Damage on Your Company File.

 

For future reference, check out this helpful article about customer payments: Find out when QuickBooks Payments deposits customer payments.

 

If you need further assistance, please don't hesitate to comment below. I'd be glad to help you out.

Highlighted
Level 2

Customer Payment application error even though totals foot

Did a Rebuild, then Verify - no errors found. The only way Quickbooks would accept the transaction was if we made the Payment Amount (upper left corner) match the Applied amount (lower right corner), and ignored Discount and Credits entirely. Then when we saved the transaction, Quickbooks rearranged all the application of payments anyways. In order to get Cash to balance, I had to add a subtracting line to A/R when recording the Deposit, then go in as Accountant to Fix Unapplied Payments and Credits and get everything applied out, although couldn't match our customer's payment stub but oh well, hopefully they will pay off the balance soon and we can put this all behind us.

View solution in original post

Highlighted
QuickBooks Team
QuickBooks Team

Customer Payment application error even though totals foot

I appreciate you for performing the troubleshooting steps and coming up for a workaround, kjssdca.

 

You'll encounter this error message when both of your expenses and items are the same as the amount. You can enter each detailed line items for applied amount, less discount, and credits on one tab or the other, but not both.

 

Though, you can use both tabs, but not for the same line item. This way it will match your customer's payment stub to pay off the balance. 

 

Also, you're doing the right thing to fix unapplied payments by going to the Client Data Review section and choosing the Fix Unapplied Customer Payments and Credits.

 

For more details about fixing customer payments, check out this article: Correct customer payments that have been deposited or reconciled.

 

If you need further assistance on the steps I've provided, feel free to reach out to our Customer Support Team. They'll pull up your account in a secure environment and help you with this one. 

 

Here's how:

 

  1. Click the Help icon on the top menu. 
  2. Choose QuickBooks Desktop Help
  3. Tap Contact us.
  4. Select Search for something else and enter your concern in the Tell us more about your question: field. 
  5. Tap Search
  6. Choose Start a Message or Get Phone Number to connect with our support. 

QBDT contact1.PNG QBDT contact2.PNG

 

I've got some articles here about managing customer payments:

 

Fill me in if you need a hand with running customer reports or any QuickBooks related. I'll be here to ensure your success. Take care always. 

View solution in original post

Highlighted
Level 2

Customer Payment application error even though totals foot

Thanks. We were only using the Credits tab, not Discounts as well. I did try to contact support through QB Desktop software but they informed me that I would need to pay $299 for an annual support contract before they could help me any further. That was the first time I had called Support in, like 3 years at least. I will check out the Correct Customer Payments link if we find that we need to reapply.

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