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Level 1

Past Due amount remains after full payment has been made

Several customers show an open amount of $0 due, but continue to have a Past Due amount. The invoices have been paid in full.  Some were paid with a check. Others paid through credit card. Why is still showing a past due amount when - check or credit - the amount was applied to the appropriate invoice? The invoice itself even has PAID in the top right. 

3 Comments
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QuickBooks Team

Past Due amount remains after full payment has been made

Hi there, Push.

 

Thanks for providing such a detailed explanation. It gives me a complete picture of what's happening on your account and the resolutions you're looking for. Let's work together and make sure to fix the past due amount showing on the customers' accounts.

 

Generally, the invoices past due amounts will be zeroed out once payments are created. The process will only differ if there are unapplied payments not tied to the invoices. 

 

Since you've verified the transactions are linked correctly and the status are paid, let's review a report to check where the past due amount is coming from. You can run and customize the A/R Aging Summary report. This shows all unpaid balances for each customer, grouped by days past due.

 

Here's how:

  1. Go to Reports in the left navigation panel.
  2. Ensure you're in the Standard tab. 
  3. Scroll down to the Who owes you section and click the Account Aging Summary
  4. In the Report period, select the dates you need.
  5. Click Customize for any info you want to see added, then Run Report

If you can see the past due amount from there, click it to show the details of the transaction. Then apply a payment to zero out the amount. 

 

Refer to these articles for the step-by-step guide:

You should now be able to get rid of the past due amount. Let me know how these steps and articles go. I'll be around, anytime! 

Highlighted
Level 1

Past Due amount remains after full payment has been made

Thanks for responding VivianJ.

 

I followed your directions and checked the report. The report itself shows $0 due, current or past, and continues to bring up several customer lines of $0.00 due. I've included a screenshot of the report details. 

Highlighted
QuickBooks Team

Past Due amount remains after full payment has been made

Thanks for your quick response, Push.

 

I appreciate the efforts in doing the steps I've provided above. Let's move forward and continue fixing the past due amounts showing on your invoices. 

 

I've checked here if there are ongoing issues about this, and so far, there aren't any. The initial troubleshooting steps we can do is verifying whether or not your browser's causing this to happen. 

 

A typical browser uses a cache of memory to work efficiently and load pages faster, but as data collects it can cause unexpected results. To start with, let's login to your QuickBooks Online account using a private browser and send the invoice back to the same customer. 

 

Here's how:

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

Once done, go back to your customers' transactions list to check the overdue balance amount. If this section shows the correct amount, go back 

to your regular browser and clear its cache. Refer to the article to guide you through the process:

 

How do I clear my browser cache and temporary Internet files?

 

These steps can normally resolve unexpected behaviors in QuickBooks Online and get you back up and running. 

 

Please give them a try and update me with the results. Rest assured, I'll be with you until we resolved this. 

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