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asif adhi
Level 1

Existing Credit

I am using QuickBooks for Mac 2019, I have a customer whose balance is Zero and obviously all invoices are already paid, but it's showing existing credit whenever we access "Receive Payment Tab", there are few invoices are showing open, but technically zero balance, if I apply a credit to those invoices surprisingly "existing credit" increases cannot figure out how to zero off everything of that customer 

3 Comments 3
Kristine Mae
QuickBooks Team

Existing Credit

When a customer has an existing credit, the balance will show as negative, Asif adhi. This unexpected behavior can be caused by damaged data.


We'll have to verify/rebuild the file to fix it. I'll provide you with the steps:

  1. Click File.
  2. Go to Utilities, then choose Verify Data.
  3. If QuickBooks detected no problems, there's no further action needed. If you receive a message, "Your data has lost integrity", the file is damaged. Just continue to Rebuild Data to correct the problem.
  4. When you Rebuild Data, you'll receive a message to back up your company file, just click OK. The utility starts as soon as the back up is finished.
  5. Click OK when you get the message "Rebuild has completed".
  6. Run Verify Data again to check for remaining data damage.

Once done, go back to the customer's profile and check their balance.


You can get back to us after trying the steps. We're right here to help you. 

asif adhi
Level 1

Existing Credit

These steps were already took earlier, problem persists 


Existing Credit

Let's continue the steps to fix the balance of your customer, @asif adhi.


You can uninstall your QuickBooks and reinstall it again so your file can start from the latest backup you saved. These additional steps help QuickBooks to resolve possible data damage on your company file.

To do so, let's create a backup copy of your company file before uninstalling your QuickBooks. Here's how:

  1. Go to File.
  2. Select Back Up.
  3. Choose a folder location to save your company data.
  4. Click Start Backup.

Once done, here's how you can uninstall y our QuickBooks:

  1. Close QuickBooks.
  2. Go to Finder.
  3. Select Applications.
  4. Drag the QuickBooks icon to the Trash.
  5. Restart your computer.

Ive got you this article for more insights: Reinstall QuickBooks for Mac using clean install.


After your computer has successfully rebooted, you can now start reinstalling the QuickBooks app. Then, restore the latest backup copy you recently saved. 


Let me show you how:

  1. Go to File.
  2. Tap New Company.
  3. Select the backup copy you recently saved.
  4. Click Restore.

Keep me posted in the comment section down below if you have any other questions. I'm always around happy to help.

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