Customer payments not showing up on their individual page

Thank you for getting back, @Hull Girl.

I'm here to share with you some additional information about how a customer payment shows with QuickBooks Online (QBO).

Since there's no invoice was created, we can directly receive the payment by choosing the customer's name and ensuring to select the AR account to show it on the customer side.

Here's how:
 

1. Hit + New.
2. Tap Receive payment.
3. From the Customer dropdown, select the name of the customer.
4. From the Payment method dropdown, select the payment method (credit card, debit, PayPal, Venmo, or ACH bank transfer).
5. From the Deposit to dropdown, select the account you put the payment into.
6. In the Outstanding Transactions section, select the checkbox for the invoice you're recording the payment for.
7. Enter the Reference no. and Memo if needed.
8. Select Save and close.

You can also open this link for more tips about receiving and recording payments in QuickBooks Online.

Moreover, here are some of our help articles you can read more about managing customers and locations in QuickBooks:
 

• Add and manage customers in QuickBooks Online
• Customize sales forms by location

If you have any other questions about recording invoice payments and other transactions, please let me know by adding a comment below. I'm more than happy to help. Have a good one!

Hi DebSheenD, thanks for the reply.

When I do that, when I select the Customer name, I get the message that "xx customer's payment does not have an open invoice to go with it" and suggests I use a sales receipt.

So, I click sales receipt, enter the customer name, then I have to re-enter the product/service, and dollar amount. So now the paid receipt is in the customer's individual account.

But - the deposit is still in the bank feed. When I match it to the deposit - it's now on the ledger twice. 

Thanks for getting back with the Community, Hull Girl.

Since your payment is showing twice on the ledger, it's possible you may have entered a duplicate payment. If you entered a duplicate payment and have already matched it, you'll want to undo your duplicated match, then delete the duplicate transaction.

Here's how:
 

1. In your left navigation bar, go to Transactions, then Bank transactions.
2. Access the Categorized tab and tick your duplicate transaction(s).
3. A black box will appear showing how many transactions have been selected.
4. Click Undo. This will move them to the For review tab.
5. Open your For review screen and tick the duplicate transaction(s).
6. Hit Exclude.
7. To permanently remove your transaction(s) from QuickBooks, go to the Excluded tab and specify which ones you're working with by ticking their checkboxes.
8. Select Delete.

If you don't see any unnecessary duplicate transactions you can unmatch, exclude, and delete, you'll want to check with an accounting professional to properly identify what's causing the discrepancy. If you're in need of one, there's an awesome tool on our website called Find a ProAdvisor. All ProAdvisors listed there are QuickBooks-certified and able to provide helpful insights for driving your business's success.

I've also included a couple detailed resources about working with bank transactions which may come in handy moving forward:
 

• How to remove duplicate transactions
• Unmatch downloaded transactions or move them to another account

Please feel welcome to send a reply if there's any questions. Have a wonderful Thursday!