I've turned off Automatically apply credits but when I click to pay an invoice the credits still get applied and I have to manually remove them. Anyone know a solution?

Hi there, info-thekerryman.

Let me make it up to you by making sure you'll be able to remove the credits to the invoice in QuickBooks Online (QBO). 

Let's perform some basic troubleshooting steps to make sure the issue isn’t browser-related. It’s possible that local internet cache files are the reason for this unexpected behavior. 

Let's start accessing your account using a different or private browser. You can use either of these shortcut keys:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Shift + N

Once in, try to create a transaction and see if it still applies to the credits.  If it works, go back to your regular browser and clear its cache. This is done to speed up the process the next time you do a transaction in QuickBooks Online. Also, an alternative way is to use other compatible browsers.

Moreover, you may also want to create personalized and professional-looking invoices, estimates, and sales receipts to enhance your business communication. Learn from this article for your future reference: Customize Invoices, Estimates, And Sales Receipts In QuickBooks Online.

Keep me posted if there's anything else you need or concerns about managing invoices in QBO. I'm always ready to help. Take care, and I wish you continued success.

Thanks for the quick reply

I opened a new browser and the same issue. 

Hi, @info-thekerryman. Thank you for your quick response, and I appreciate you for using a new browser to narrow down the result. I'm here to provide additional troubleshooting steps to fix the issue.

If you haven't yet, I'd suggest signing in to QuickBooks through a private window to check browser-related issues while handling your credits. Here are the keyboard shortcuts to save you time:

• Google Chrome: press Ctrl + Shift + N 
• Mozilla Firefox: press Ctrl + Shift + P 
• Safari: press Command + Shift + N

Once done, try to pay your invoice and see how the credits behave. If it works fine, I'd suggest clearing the cache of your main browser to remove browser history. 

If the same thing happens, contact QBO Support for further assistance. This way, a live representative can look into your account securely and investigate the behavior you're getting.

For more tips about customer credits, check out this article: Create and apply credit memos or delayed credits in QuickBooks Online. On the other hand, if you need to refund an amount to your customer, see this link as your guide in tracking the entry: Record a customer refund in QuickBooks Online.

Let me know if you have any other questions about your customer credits. I'm always here to help. Have a good one!

Thank you,

Private browser didn't work either. I'll reach out to support 

Cheers

Did you ever get this issue solved? I have this feature turned off too, but the credits still automatically apply which is making reconciling A/P miserable.

Let me help resolve the issue with your credits automatically applying despite having the feature turned off, BooksbyBett.

To begin, we can perform some basic troubleshooting steps to rule out the possibility of a browser issue. Sometimes, accumulated cache files in your browser can lead to unexpected behavior in the program.

Let's start by logging into your QuickBooks Online (QBO) account using a private or incognito window. Please see the keyboard shortcuts below:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + N
• Safari: Command + Shift + N

Then, to check if the credits are still applied automatically, try creating a new invoice. If this resolves the problem, return to your regular browser and clear its cache to refresh the page. Alternatively, you may use other supported browsers.

Additionally, I'll share this article to address any inconsistencies you may encounter during the reconciliation process: Fix issues at the end of a reconciliation in QuickBooks Online.

If you have other questions about handling customer credits or managing invoices in QBO, feel free to add them in the comments section. The Community team is always around to help.