Customer center list showing wrong balance

Amber15lynn · ‎January 26, 2021

Just recently some of the balances on my customer list are wrong. It will show that a customer has a balance on the list, but then when I run a report, their balance is actually zero (which is right). I've attached a couple screenshots. I've went through some troubleshooting that I found here online like comparing reports etc., but nothing seemed to help. There are not any credits for the customer, and it is not happening with every customer. This customer in particular is not part of a subcategory and doesn't have any separate jobs listed. The transaction is straightforward with payment applied like usual. Is this just a glitch? It seems to be new since I downloaded premier 2020.

Any help would be greatly appreciated!

SarahannC · ‎January 26, 2021

Hello there, Amber15lynn.

Thanks for including screenshots along with the details. It seems like unusual behavior. Let's go ahead and resort to your customer balance. This helps you fix the incorrect balance showing on the lists. Here's how:

Go to the Edit menu and select Find.
Select the Advanced tab.
From the Filter list, select Name.
Click the Name drop-down arrow, then press Ctrl+L on your keyboard.
Select the Include Inactive checkbox.
Select the Name drop-down arrow, then select Re-sort List.
Select OK.
Close and reopen your company file. This ensures to reflect the changes after resorting to your company file.

If the same thing happens, let's run the verify rebuild. This can help fix data-related issues on a company file. Here's how:

Go to the File menu.
Select Utilities.
Click Verify Data then select OK to close all windows.
Then, go back to the File menu.
Select Rebuild Data under Utilities.
QuickBooks will ask to make a backup before rebuilding your company file, select OK.
Once the rebuild is done, click OK.

Also, you can check these articles to learn more about managing customer reports in QBDT:

Let me know how it goes. If there’s anything else you need, please comment below. Keep safe always.

View solution in original post

SarahannC · ‎January 26, 2021

Hello there, Amber15lynn.

Thanks for including screenshots along with the details. It seems like unusual behavior. Let's go ahead and resort to your customer balance. This helps you fix the incorrect balance showing on the lists. Here's how:

Go to the Edit menu and select Find.
Select the Advanced tab.
From the Filter list, select Name.
Click the Name drop-down arrow, then press Ctrl+L on your keyboard.
Select the Include Inactive checkbox.
Select the Name drop-down arrow, then select Re-sort List.
Select OK.
Close and reopen your company file. This ensures to reflect the changes after resorting to your company file.

If the same thing happens, let's run the verify rebuild. This can help fix data-related issues on a company file. Here's how:

Go to the File menu.
Select Utilities.
Click Verify Data then select OK to close all windows.
Then, go back to the File menu.
Select Rebuild Data under Utilities.
QuickBooks will ask to make a backup before rebuilding your company file, select OK.
Once the rebuild is done, click OK.

Also, you can check these articles to learn more about managing customer reports in QBDT:

Let me know how it goes. If there’s anything else you need, please comment below. Keep safe always.

Amber15lynn · ‎January 27, 2021

Hi!

Thank you for the troubleshooting. That worked!!

There were a few customer balance errors found in the verify data step, so I'm assuming the rebuild did the trick.

Thanks again!

Amber

Amber15lynn · ‎January 27, 2021

That worked! There were a few customer balance errors on the verify step, so the rebuild must have done the trick!

Thanks!

Amber

pwildasin · ‎May 10, 2022

Are there any other fixes for this problem? I tried re-sorting the list and also the verify and rebuild. It did not fix it. The customer shows a balance in the customer center, but does not show up on the A/R aging report with a balance or any open invoices.

ZackE · ‎May 10, 2022

Thanks for joining this thread, pwildasin. I appreciate you performing SarahannC's troubleshooting steps.

Since your customer balance still isn't displaying properly after using the Verify and Rebuild utilities, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.

They can be reached while using QuickBooks.

Here's how:

In the top menu bar, go to Help, then QuickBooks Desktop Help.
Click Contact Us.
Enter a brief description of your issue in our Ask a question (or tell us what's wrong) field.
Hit Continue.
Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

Please don't hesitate to send a reply if there's any questions. Have a wonderful day!

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Customer center list showing wrong balance