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Experienced Member

Payments appear in Customer Open Balance but not in Payments/Register - double click pops up blank Journal Entry

I have three of the same payments on the same date tagged to a customer and job from 2014.

 

The account is A/R and they are in Undeposited Funds.

 

I can't delete them.

 

When I double click from any reports and/or detail where they show up, a blank general journal entry pops up.

 

I had one invoice and one deposit tagged to this job. I deleted the deposit and re-tagged the invoice to another job to try and delete the job. I can't delete it because there's an open balance.

 

Let me be clear that no normal way of deleting these payments is working. They are NOT listed under payments, only in reports and/or detail transactions.

 

If I go to Payments, they are not there.

If I go to the General Journal, they are not there.

If I got to the bank Register, they are not there.

 

I see them in the Customer/Job's Open Balance report, General Ledger and Transaction Detail report.

Double clicking on them goes to a blank Journal Entry.

 

If I open the A/R account, they show up as well. But when I highlight them, the entry turns completely blank. I cannot change it or delete it. If I try to delete it a message pops up: "You need to delete this payment from the deposit before you can delete or edit its name or amount."

When I double click, a blank Customer Payment pops up.

 

Again, there are no Deposits associated with these payments for me to delete.

 

I need them to go away!

 

I would love any insight on this. Thank you!

Solved
Best answer 12-31-2018

Accepted Solutions
QuickBooks Team

Re: Payments appear in Customer Open Balance but not in Payments/Register - double click pops up ...

This happens when you have damaged files in QuickBooks Desktop, paymentsgoaway.

 

Fixing data damage has multiple solutions. If the first one works, you don't need to proceed to rest of the given steps. If it doesn't, then try the next solutions until the issue is fixed.

 

The first troubleshooting step we'll try is the Verify and Rebuild Tool. This will determine what's causing that payment to show in your records, and will automatically fix it for you.

 

Here's how:

  1. Click Windows at the top, and select Close All.
  2. To Verify the data file, click File > Utilities > Verify Data.
  3. To Rebuild the data file, click File > Utilities > Rebuild Data.
  4. Click OK when you get the message Rebuild has completed.
  5. Run Verify Data again to check for remaining data damage (follow step 2).
  6. If there are additional damages, you'll have to manually fix. Locate the error within the qbwin.log and search for a resolution at the QuickBooks Desktop Support site (or enter the error in the Comments section below so I can give you the troubleshooting steps).
  7. If your error cannot be found, you can try restoring a recent backup. Choose File > Restore. Make sure that you do not overwrite your existing company file. Any information entered in the company file since the backup was created must be manually reentered after you restore.

If you're getting the same result, open this article and follow the additional data damage troubleshooting for Mac.

 

Don't hesitate to leave a reply if you have questions on this.

3 Comments
QuickBooks Team

Re: Payments appear in Customer Open Balance but not in Payments/Register - double click pops up ...

This happens when you have damaged files in QuickBooks Desktop, paymentsgoaway.

 

Fixing data damage has multiple solutions. If the first one works, you don't need to proceed to rest of the given steps. If it doesn't, then try the next solutions until the issue is fixed.

 

The first troubleshooting step we'll try is the Verify and Rebuild Tool. This will determine what's causing that payment to show in your records, and will automatically fix it for you.

 

Here's how:

  1. Click Windows at the top, and select Close All.
  2. To Verify the data file, click File > Utilities > Verify Data.
  3. To Rebuild the data file, click File > Utilities > Rebuild Data.
  4. Click OK when you get the message Rebuild has completed.
  5. Run Verify Data again to check for remaining data damage (follow step 2).
  6. If there are additional damages, you'll have to manually fix. Locate the error within the qbwin.log and search for a resolution at the QuickBooks Desktop Support site (or enter the error in the Comments section below so I can give you the troubleshooting steps).
  7. If your error cannot be found, you can try restoring a recent backup. Choose File > Restore. Make sure that you do not overwrite your existing company file. Any information entered in the company file since the backup was created must be manually reentered after you restore.

If you're getting the same result, open this article and follow the additional data damage troubleshooting for Mac.

 

Don't hesitate to leave a reply if you have questions on this.

Experienced Member

Re: Payments appear in Customer Open Balance but not in Payments/Register - double click pops up ...

This absolutely worked! I actually went through the process of rebuilding data twice to clear out all the errors. So obvious, I'm surprised I didn't know to do this. Thank you!

QuickBooks Team

Re: Payments appear in Customer Open Balance but not in Payments/Register - double click pops up ...

Perfect! I'm glad to hear that everything's all set. Please feel free to let me know if you need anything else. Happy New Year! :smileyhappy: