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michaelwprachyl
Level 1

I have an unknown charge that i need help to identify so i dont claim fraud

 
3 Comments 3
Jen_D
Moderator

I have an unknown charge that i need help to identify so i dont claim fraud

It's nice to see you here today, @michaelwprachyl,

 

If you need to clarify something with your billing information or have any questions about your account, you can always reach out to our Customer Service Team. They can check your account or provide overview about the products you subscribe with us.

 

We want to make sure your account is safe with us, so we do not disclose billing or personal accounts in this forum. To connect with our live representatives, please see your options here: Contact QuickBooks Self-Employed Support

 

Provide all the information of the charge to our representatives for them to trace what it is for.

 

Feel free to drop by if you have other questions about your account or in QuickBooks. I'll be more than happy to be of your service. Have a nice day!

djoy
Level 1

I have an unknown charge that i need help to identify so i dont claim fraud

There is a charge on our credit card statement from Quickbooks dated 9/19/20 in the amount of $215.00.  I have attempted to enter this information through your system and get a message that Quickbooks has no record of the transaction.  This whole process is ridiculously cumbersome.  If I am paying for your service, it should not be difficult to speak with someone to solve the issue.  

MichelleBh
Moderator

I have an unknown charge that i need help to identify so i dont claim fraud

Our support is always willing to help. Just make sure to contact them within business hours, @djoy.

 

I'll share some troubleshooting steps to help identify where the $215.00 charge comes from in your account.

 

If you're referring to billing charges in QuickBooks Self-Employed, I'd recommend calling our support directly as my colleague mentioned above. They have tools to review your account in a secure environment. Our support is available M-F 6 AM to 6 PM and Saturday 6 AM to 3 PM PT. 

 

Here's how: 

 

  1. Click Assistant on the right side. 
  2. Type Talk to a human two or three times on the search box. 
  3. Hit still needs a human link. 
  4. Click either Get a callback or Message an agent.

 

But if you're referring to transactions, please filter it to ALL in the Type drop-down arrow. If you're unable to see it, you have an option to import it manually. 

 

However, if you're using QuickBooks Online, let's pull up the Audit log report for a transaction. For billing, you can pull Payment History. This report provides a list of all activities in your company file. 

 

Here are the steps for the Audit log:

 

  1. Go to the Gear icon.
  2. Under Tools, click Audit Log.
  3. Select the Filter button at the top left of the screen.
  4. Choose All User and 9/19/20 for the Date. 
  5. In the Events section, choose Show only these events, and pick Transactions. 
  6. Hit Apply and review each detail. 

 

For more details, kindly check this article: Use the audit log in QuickBooks Online.

 

If there's, I'd suggest to record it manually or import, then manually reconcile the transaction. So your credit card statement and QuickBooks amount are accurate. 

 

If the issue persists, I'd advise calling our Customer Care Team. They have tools to investigate the principal cause of your credit card deduction. Please ensure to call our support with the business hours to cater to your problem promptly.  

 

Here's how: 

 

  1. Go to the Help menu, then choose Contact Us. 
  2. Type your concern in the box, then hit Let's talk
  3. Choose either Get a call or Start a chat
  4. Submit the request. 

 

I've also added articles about handling users, subscription, company information, data, and security.

 

 

Keep me posted if you have any other concerns in QuickBooks. I'm always here to help. 

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