Melio entries in my QBO account.

Hello, JenniferCTP.

I know how it feels when there are unexplained transactions that you don't recognize. Let's work together to sort this out.

Did you remember making any changes to the invoice that was already paid? Adjustments may have been made that's why you're seeing these transactions.

Let's check the Audit Log report since this helps you track transactions that have been added, deleted, or modified. I'll show you how.

1. Go to the Gear icon.
2. Select Audit Log.
3. Click the Filter drop-down menu.
4. Set the date range, then hit Apply.

If you're unable to find any changes, I recommend reaching out to Melio support. They'll be able to further help you figure out what's causing those transactions. Also, QuickBooks is for recording purposes only. You'll have to coordinate with your bank if the check payment wasn't cashed/deposited.

In addition, I've included this article so you'll learn how to remove or void a check that was already recorded in QuickBooks Online: How to void or delete a check in QuickBooks Online.

Don't hesitate to reply to this post if you have further questions about the Melio entries. I'm up and ready to help you out again.

mymilestonecard.com  wrote:

This has happened a half-dozen or so times to various vendors in my QBO account.  When I am viewing my vendors, sometimes there is a large balance owing, that I know is not owed to them.  When I open the invoice, there is an addition on the invoice that says Melio amount change and then some random dollar amount.  This is happening with vendors that I have NEVER paid with Melio. Melio denies having the ability to generate transactions, but I finally copied one before I deleted it.  Attached is one such case.  Anyone else finding random transactions created by Melio?  This is kind of terrifying if they have access to my account to make changes to it.

 

One caveat to all who are using Melio.  While I love not having to enter bills twice, one in QBO and another in my bank's bill pay system, if a check sent by Melio to a vendor is not cashed, it does NOT get redeposited into your bank account after 90 days unless you contact Melio and ask them to void it and deposit the funds, or resend it to the vendor.  These are hard to find because they appear as cleared transactions on the bank's statement.  The only way to find them is if the vendor complains that they never received payment or to keep a careful watch over the payments while in the Melio app.  The Melio app does tell you if checks have only been sent but not deposited if you know where to look. Does Intuit guarantee return of payments that have not been cashed/deposited if Melio goes under? Seems like Melio is struggling to keep up with demand as they are suffering from the same work shortages as everyone else and are quite slow to repond to inquiries.

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See in a glance which of your clients are connected to QuickBooks - right in your Melio dashboard! (they're the ones with the little QB icon next to the company name)

The same thing happens to me on invoices. Random vendors and random amounts. I am definitely NOT adding these manually, as the moderator suggested. I've checked the audit log as well and it shows where I delete the Melio entry on the invoice, but does not show how it appeared to begin with. This is extremely frustrating. I even stopped using Melio to pay bills and deleted them from my vendors list, yet it still appears. I'd love to know how you remedy this situation.  

The same thing happens to me on invoices. Random vendors and random amounts. I am definitely NOT adding these manually, as you suggested. I've checked the audit log as well and it shows the invoice prior to any Melio entry, then skips to where I delete the entry, yet it does not log the Melio entry.  There is no record of how it appeared to begin with. This is extremely frustrating. I even stopped using Melio to pay bills last year and deleted them from my vendors list, yet it still appears. 

I am confused why I should contact Melio as this is a QBO issue. Melio shouldn't have access to enter any transactions randomly. And as I stated, I have not used their bill pay since March of 2021.

Hi there, Thebookkeeper.

I understand how you feel when things aren't working the way they should be working.

As much as I wanted to check on this, I'm unable to do it here since this is a public space. I suggest reaching out to our Customer Care Support team to have this checked further. One of our representatives can pull up your account and investigate the cause of the issue. Here's where you can contact them: Contact Support.

I'm adding these articles to help you manage your vendor information and transactions in QuickBooks:

• How to add a preferred vendor and create a purchase order for that vendor.
• Run a report with vendor totals.

Let me know if you have questions as you check your transactions. I'll be right here to help.

This same thing just happened to my account! The audit log shows that I did the change, but I know that I absolutely didn't. The "random" amount wasn't random for me, it subtracted an amount to make the bill equal to the bill I had copied when creating this bill.

This is very disconcerting. We need to figure out how to keep this from happening. 

This happened on my account and I have never knowingly connected Melio to my account. How do I disconnect it?

In my case Melio added a negative amount to an invoice and I underpaid my supplier (I didn't notice the addition until my supplier queried our payment). The negative amount was the difference between what was on our PO and the linked but updated bill which showed an increased number of units to which we had agreed.

How do I stop this from happening? It is disconcerting to find unknown and unauthorized changes to our accounting records.

Thank you for posting on this thread, Ralijo, and @HillsideViews.

This isn’t the kind of experience I want you to have when using any of the product’s features. I’m here to help make sure that your vendor transactions have the correct records.

In situations like this, we have to access your company and review your data. This is to determine what causes the random amount to show up and why it's deducted from the bill.

Since the security of your information always comes first, I recommend contacting our QuickBooks Online (QBO) Care Team. They can perform a screen-sharing session with you, trace where the issue is coming from and provide a fix to keep this from happening again.

Here’s how to reach them:

1. Head to the Help icon at the top to open the QB Assistant window.
2. In the Assistant tab, scroll down to the Type something field and enter a brief description of your concern. For example, a random amount showing on the bill.
3. Click the Get help from a human link and follow the on-screen steps to complete the process.
4. In How would you like to connect with us? section, pick Chat to start a conversation or Callback to speak with an agent.

I’m adding some links below for additional resources. These articles tackle paying bills, managing your bills, and setting scheduled payments in Online Bill Pay.

• Pay bills in Online Bill Pay
• Understanding payment schedules in Online Bill Pay

Drop a comment below if you need further assistance on how to handle your bills and other vendor-related transactions. I’ll get back to get this taken care of for you.

I had the same issue today.  There were at least 45 bills effected by melio.  They had entries adding and subtracting from the bills?

I appreciate for posting here in the Community, @Baldbear.

I understand how important this matter be fixed. It’s not easy for business owners to spend more of their time fixing this manually on their end. That said, I suggest you reach out directly to Melio to know if they have an ongoing issue with transactions being added to your sales transactions unknowingly.

Nonetheless, you can also reach out to our Technical Support Team for further assistance on why this kind of behavior is happening on your end. They’ll be able to thoroughly check and initiate a further investigation of these transactions.

Here’s how to get in touch with them:

1. Go to the (?) Help icon in your QuickBooks Online (QBO) account.
2. Select the Search tab, and click Contact Us.
3. Enter a brief discussion of your concern and click Continue.
4. Select either Chat with us (if you preferred messaging) or Give us a call.

Please ensure to review their support hours to know when agents are available. This way, you can contact them at a time that is convenient for you.

Feel free to reply if you have further questions about your transactions. I’ll be around to lend a hand for help. Stay safe!

@Baldbear 

I would recommend to disable the Online Billpay feature and open a separate Melio account for free to isolate the issue easier. 

https://melio.grsm.io/quickbooks

Utilize the trial version of a backup restore app before doing anything risky. 

https://rewindio.grsm.io/quickbooks

This is absurd that Melio is allowing vendors to be connected to our books like this. The same thing is happening to my accounts and because we already have these random vendors is forces the duplicate vendor into our QBO and puts a period at the end of the name and then imports old 2021 invoices with attachments into our QBO system. That is outright wrong! Please stop this connection into our private books!

oh lord that's bad....

I am hesitant to ever expect any resolution from QuickBooks. In fact, when this happened to me, the representative spent more time trying to convince me that I had connected to the app! This is a typical response that I see way too often. Of course the audit trail said that I edited the transactions sometimes after 10pm at which time I would never be at the office. :(

This is a catastrophic error on the end of your software. Whether its QBO or Melio, I can guarantee that it is NOT us doing this. Tell me if I'm wrong here, but this is what's happening to me:

1. I create a bill in QBO for a vendor.
2. I pay said bill.
3. I go back and make a dollar amount edit to the bill after it was paid, either creating an outstanding amount owed, or a credit owed.
4. About 30-60 minutes later, a new line (Melio Amount Change) is entered as a new line on the bill, forcing the bill to balance to the previous amount. This is usually done using my administrator account name.

The reason for us making edits after making the payment is simple; not all of our vendors get us their invoices on time in order to make our weekly check run, or we discover errors on their invoice after we pay them. We know the vendors are good for the amount, and we want to keep them happy, so we pay them for what we believe is owed to them, and make adjustments once we receive the invoice.

There is no reason why this code should be written into the software. If we want to make adjustments on paid bills, we should be allowed to do so.

Stop telling customers to contact QBO customer care. They do nothing about this issue. I’ve wasted several hours of my time trying to get this resolved. The only thing QBO will tell you (after blaming the issue on you) is to contact Melio directly. Yes, you have to contact a separate company that QBO lets manipulate your books but it is the only way to get the issue resolved.

and STOP telling customers to contact QBO customer care! It is a total waste of time! I did that 3 times because Melio was still manipulating entries even AFTER I disabled them and QBO did nothing. I never heard a word. 

Melio, unfortunately, blamed it on QBO after I reported it to them. It seems to me that neither business is rather interested in resolving the bug, nor do they seem all that concerned about our plight, or retaining us as customers.

Agreed

I just contacted QBO support and the support tech said that he could not tell why it did that.  I don't even have Melio on my QBO account and do not use it to pay.  I pay everything manually.

I do wonder if it was created when I did the bank match with my bank.  The amount that cleared the bank was for less than the original bill that I entered.  So when it went to match, maybe it adjusted my original bill to match?  However, this is an issue because it posted it to an account without my verification and approval, which is causing errors on my financials.  So maybe if we post enough here they will escalate the issue!

Hi there, @jerens. 

I can see the urgency of getting this resolved. This isn't the kind of service we want you to experience, and I want to help ensure your concern is taken care of. 

I appreciate you contacting our Customer Support Team about the transactions posted to your QuickBooks account. I know you already called, but I'd suggest reaching them again since they're the ones who can check your account in a secure environment to verify the cause of this odd behavior. They can also create a ticket and forward it to our product engineers for further investigation.

Here’s how to reach them:

1. Head to the Help icon at the top to open the QB Assistant window.
2. In the Assistant tab, scroll down to the Type Something field and enter a brief description of your concern. 
3. Click the Get help from a human link and follow the on-screen steps to complete the process.
4. How would you like to connect with us? section, click Chat to start a conversation or Callback to speak with an agent.

Please review their support hours to know when agents are available.

Let me add this article to help you review your payments in QuickBooks: Payment Details and History in Online Bill Pay.

Please know that the Community is always here to lend a hand if you have any other questions. Take good care.

Support stopped replying to my email requests:

This is happening every week, and we have to play detective every morning to see what the system changed without our permission. I have found that a short fix is to immediately pay whatever bill you make changes to. You can print it immediately, or leave it in the "to be printed" queue to add more charges to it later, but you have to remember that it's in there, so you don't inadvertently print it as-is, or create a new check for that vendor.

I just contacted Melio, again, and this time I was connected with someone who actually knew about the issue, but offered little assistance, other than saying to leave the paid bill as-is, and create new bills or credits to balance it out. For those that are interested, here is the transcript:

ME: "Melio Amount Change" has been appearing on our bill's line item list for quite some time now. This happens every time we change a bill after it has been paid, and this happens to all vendors, not just ones we use your service for.

Alie joined the chat
Alie: Hi there! My name is Alie from Bill Pay powered by Melio, and I'd be happy to help you today! Can you expand on what you mean by " This happens every time we change a bill after it has been paid"?

ME: Bills/Payments made from our platform should not be able to be edited once completed. I create a bill for a vendor for, say, $100.00, and I print a check for this vendor. Later on, we discover that we should have paid them $200, so we go back and fix the bill, and leave the bill unpaid. Within an hour, Melio will go in and change the bill so it has a -$100.00 charge to force the bill to balance again. This leaves us thinking there is nothing owed to the vendor, when, in fact, there is $100.00 owed to them.

Alie: AH, gotcha. Right, this is correct. Again, once a payment/bill is completed, you cannot change/edit. You would need to create a new bill for them in the correct amount.

ME: Why?

Alie: Because completed payments are done. Thart is the end of their life cycyle
The system has no way of knowing that you made an intial mistake in the amount and now want the bill to be "new/unpaid"

ME: According to who? There's no reason for "the system" to know anything of the sort to make changes on my behalf like that

Alie: Again, if this occurs (you paid a Vendor $100 through our system and the payment arrived and is completed) you would then need a new invoice with a new name and the new anount and create it as new
Yes, our platform is aware when a payment is completed. So there is no way for it to "revert" back when you edit it after the fact (or just in QB alone)

ME: We use the "billable" option to create invoices. If we overpay someone (say $100.00 instead of $10.00), and we already invoiced that line item to our customer, we need to adjust that line. Having to create new transactions every time consumes too much of our already stretched day. If this isn't rectified, we will be finding another accounting software option

Alie: Unfortunately, this is a limitation. There is no way for me to rectify this on your behalf
As there is nothing is wrong, the system is working correctly
I totally understand you must do what is best for you and your Organization.

ME: You're saying we need to create a new "invoice" (I'm sure you meant bill), but if I change the existing bill, and immediately pay it, there is no issue. This counters what you are saying. It only happens if I leave it as unpaid

Alie: Correct- you cannot go into a bill that is "Completed" and then try to edit it and leave it "unpaid." This is why the system auto adjusts.

ME: There's no reason for this to be an issue
What is the purpose of this?

Alie: It would be a different case if the bill was for, say $150 and you only paid $100. In this case, then the system would mark this as a partial payment and leave and "unpaid" bill for the remainding amount (in this example that would be $50)
The purpose of this is that our system and internal Compliance team needs to keep track of all completed payments. This is why you will need to create a new bill

ME: You can keep track, without making changes

Alie: Of course! Our system will not make changes if youdo not attempt to edit/chamge completed payments
Was there anything else I can do for you at this time?

ME: Your logic fails.
Nope. You've said more than enough

I had never used Melio. As far as I can tell this problem happened thanks to QBO's continuous efforts to upsell us on new services. I used to have 'Make payment' as the default button until one day it changed to 'Pay bill online'. This tried to force me to use QBO's service which was a pain. 

The Melio issues stopped when I turned off the online bill pay feature. I hope this helps someone because it sucks to find your books messed up.

Our issue is that we use the service, and certain vendors are now accustomed to receive ACH payments. The service is "free" as a benefit of our QBO account subscription, but it has become such a hassle we may just go another route.