I have a customer that I shoe invoices and payments "Paid Via QuickBooks Payments" but the register does not this customers payments.

I'm sorry, I'm new! I'm not sure what happened with the statement above and I could figure out how to get back to my question. I'm trying to reconcile.  I have several customers who pay online. Those payments go onto the register.  The checking register does not show some customers' payments but when I go to their accounts, the payments are there.  When I try to input manually, it of course shows those payments are being applied to the customer's account. Something is going on but in my reconciliation screen I have several older payments that had been reconciled but now they are not. Anyone have any suggestions? Please??

Hi there, kdivegirl. I'll help you figure out the missing customer payments on your checking account.

If you're using Online banking, ensure you categorize or add the transactions from the For review tab to show them in your bank register. For more details check this article: Categorize and match online bank transactions.

Another way is to check your Undeposited Funds or Uncategorized accounts if missing payments were there.

Here's how:

1. Go to Accounting, then select Chart of accounts.
2. Look for the Uncategorized Income or Uncategorized Expense account.
3. Select Run report.
4. And find your missing transactions.

If transactions were there, unmatch them and move them to the correct account. For a detailed process, check this link: Unmatch transactions downloaded into QuickBooks Online.

Regarding reconciliation that has several older payments, you may consider checking the Audit log to see if someone might make changes. If not, let's perform basic troubleshooting and start by accessing your account through an incognito window to roll out the possibility of a webpage issue. You can refer to these shortcut keys:

• Chrome: Ctrl+Shift+N
• Firefox: Ctrl+Shift+P
• Safari: Command+Shift+N

If it works, I recommend clearing its cache to remove historical data and access QuickBooks with a clean slate.

If you have any other questions, feel free to ask. The Community is here to lend a helping hand.