Quickbooks is showing double income because its listing invoices and their payments separately

Let me help you with this one, cassandra-johnst.

I appreciate you performing some troubleshooting steps and contacting our Customer Support Team to get this resolved.  It could be that you are adding deposits from bank downloaded transactions causing duplicate income.

Deleting the duplicate transaction should resolve this problem. In this case, I'd recommend doing some basic troubleshooting steps. To start, I'd suggest logging in to your QuickBooks Online (QBO) account through the incognito window. This way, you can check if it's a browser-related issue. Here are the keyboard shortcuts:

• Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)
• Ctrl + Shift + P (Microsoft Edge)

Then, try running the report again. If that works, you'll want to clear the cache of your regular browser to clear out the previously stored browsing data. Using another supported browser is a great decision too. To avoid this issue moving forward, you can do the following:

1. Create an invoice.
2. Receive payment from that invoice.
3. Make sure the transaction is deposited to the Undeposited Funds account.
4. Record a deposit of the payment.
5. Match the deposit to the transaction downloaded in the Bank Feeds.

If the issue persists, I'd suggest contacting our Customer Support Team. I know you already contacted them however, this is the best option we can have for them to investigate further what's causing this issue. Here's how: 

1. Go to the Help menu, then click Contact Us.
2. Type your concern in the box and tap Let's talk.
3. Choose either Get a call or Start a chat.
4. Complete the required data and submit the request.

Please call them within business hours to ensure we cater to your concern immediately. If you need some resources, these links are for you:

• Categorize and match online bank transactions.
• Reconcile an account in QuickBooks Online.

I'd like to know how you get on after trying the steps or after contacting our support, as I want to ensure this is resolved for you. Feel free to reply to this post and I'll get back to you. You have a good one.

I've already tried to delete the deposits and it royally screwed up the months I'd already reconciled.  (Spent hours figuring that out too) But this is all complicated by the fact that I can no longer get into my normal account as the business owner--its all from and accountant page because of what the other customer service rep had me do.  I even worked with someone else on the phone to recover my normal account and its just gone.   Your advice def helps going forward as far as undeposited except that it IS deposited.  I can't be the only person with this problem.  Why doesn't it just do it automatically when you match the invoice with it's payment?  I can't just have entries saying they are undeposited if they are deposited.  Thats sort of a duct tape to the problem.  What do I do about the way it is effecting my 2021 numbers?  It does it on my Square deposits too.  This is so frustrating that I may as well be using old school spreadsheets since obviously that is what I'm going to have to sludge through to get these numbers to my accountant for taxes.  As far as I'm concerned I should invoice Quickbooks (not with an QB invoice though) for all the time I've wasted with this.

Thanks for getting back to us, @cassandra-johnst. 

The option to automatically match the invoice with its payment is unavailable. I can see how this additional option and functionality would be helpful for both you and your business.

Hence, I encourage you to submit feedback by selecting the Gear icon and Feedback. These requests and suggestions are forwarded directly to our Product Development Team for consideration in future updates.

You can also go directly to the following link: QuickBooks Online Feature Requests. 

Leave a comment below if you have any follow-up questions. I'll get back to you right away.