AR and Retained Earnings detail don't agree to balance sheet

Glad to have you back here in the Community, @KJW2020.

I've got some insights to share regarding how you can get rid of incorrect AR and Retained Earnings balances from the balance sheet in QuickBooks Desktop.

I'd like to commend you for running the balance sheet by month so you'll be able to see the correct AR and Retained Earnings balances. However, to get past the incorrect balances, deleting the unnecessary transactions will make your records accurate.  

Since this isn't your case, I recommend verifying and rebuilding your data. This resolves data-related issues on your company file, like the one that you've experienced.

To do that:

1. Go to the File menu at the top.
2. Hover over to Utilities.
3. Select on Rebuild Data.
4. On the QuickBooks Information window, click on OK. Follow the onscreen steps to save a backup.
5. Let the tool repair your file. It may take some time. QuickBooks may seem stuck, but as long as you can move your mouse, the tool is working.
6. When the tool finishes, press on OK.
7. Press on the File menu again.
8. Hit on Utilities.
9. Tick on Verify Data.
10. Let the tool check your file for data issues.

Here's a link that you can check out for complete details about this process: Learn how to fix data damage on your QuickBooks Desktop company file.

I'm also adding here some links that you can visit for more details about the accounts receivable workflow in QBDT and on how to reconcile your accounts smoothly:

• Learn the different ways you can track customer transactions in QuickBooks Desktop
• Here's everything you need to keep your QuickBooks accounts accurate

I got your back if you have any other questions. I'll be right here to address them. Have a good one!

Basic first question (like is computer plugged in) Are you correctly comparing Accrual to Accrual? Just the difference in viewing Accrual v Cash can be substantial. 

Q2. Was the write-off expense APPLIED to the A/R to clear it? Without being applied both sit there although current balance would be zero.. soounds more like something was deleted that should not have been 

Hi Betty,

Thank you. This issue is more complicated than originally thought. Are you or someone with QB available to talk through this via phone and possibly a screen share ? I don't know how that works and if it's an option. 

Hi there, @KJW2020.

Yes, you can reach out to our QuickBooks Desktop support team. They use specific tools to do a screen share to further investigate the cause of the issue. Also, they'll walk you through the process to fix it. 

Here's how to contact support:

1. Go to the Help menu.
2. Click QuickBooks Desktop Help.
3. In the search bar, enter your concern.
4. Hit Contact us.
5. Choose either Start a Message or Get a callback. 

You can also seek handy articles that will help you while working with QuickBooks, please visit this link: QuickBooks Desktop Help articles. From here, you'll see articles under reports and accounting, banking and bank feeds, account management, inventory and projects, etc.

Post again if you have any other questions. I'm always here to help. Take care always.

The Callback function is closed. I don't know if that is permanent, but it has been that way for a while. I started a message, and after hitting submit, the chat screen goes white. 

What are my other options?

I know the importance of balancing your financial records in QuickBooks Desktop, @KJW2020. That's why I'm here to guide you on the steps you need to take so you'll be able to contact our support.

With QuickBooks Desktop, the support options you can see in the Help window include Call Me Back and Messaging. To select any of them, you'll have to make sure your QuickBooks Desktop program is up to date. When you're using the latest update but still unable to utilize the options, your Help menu may be disabled. To activate it, here's how:

1. Close your QuickBooks Desktop software.
2. Go to File Manager, then select C drive.
3. Select the ProgramData folder, then choose the Intuit folder.
4. Choose the QuickBooks version you have.
5. Click the QBW.ini file, then click Enter at the button.
6. Go to the next blank line and type [SELFHELPPLUGIN], then hit Enter.
7. Type Enabled=0 and click Enter.
8. Click File, then Save and close.
9. Re-open QuickBooks and press F1. 

After activating, you'll be seeing the Help menu's new interface. From there, you should be able to select the Call Me Back and Messaging options.

To make sure we address your concern on time, contact us from Monday to Friday every 6:00 AM to 6:00 PM PST. Then, 6:00 AM to 3:00 PM every Saturday. For the Enterprise version of QuickBooks, you can contact them at any time and any day.

I'm also adding this article to further guide you in effectively managing your account using QuickBooks Desktop: Help Articles. It contains topics about reports and accounting, income and expenses, and payments to name a few.

Please let me know if you have other concerns. I'm just around t help. Take care always.