Why does my A/R Account show invoices that have been paid and deposited as unpaid?

Good day, @Karring4u.

Thanks for your prompt response. Let me help you find the reason why the paid invoice is showing as unpaid in your A/R account in QuickBooks Online.

Since you’ve verified that the deposit was successfully applied to the invoice, let’s try pulling up your A/R Report. Make sure to include the payment date of the deposit when selecting report period before running the report.

If it still shows as unpaid, we can try performing some basic troubleshooting to fix the issue. Let’s start by opening a private window.
•    Google Chrome: Ctrl + Shift + N
•    Internet Explorer: Ctrl + Shift + P
•    Mozilla Firefox: Ctrl + Shift + P
•    Safari: Command + Shift + N

Sometimes, switching to a different browser will do the trick. 

When the program does not work as designed and private browsing session works, you’ll need to clear your browser’s cache to fix the unexpected behavior in the product. Make sure to remember your saved information, such as login IDs and passwords.

Check out this article for the steps: https://community.intuit.com/articles/1436727.

Once done performing the recommended steps above, run the report once more. If it stays the same, I’d suggest getting in touch with our Customer Care Team for further assistance. You can reach them through this article: https://community.intuit.com/articles/1145770.

Please let me know if you have questions. I’ll be around to help. Wishing you the best!
 

Thank you for your response Khim.  I have already taken all the steps you mentioned as well as reaching out to the customer care team and pro advisor support.  Their advise was to contact Square and/or delete all 101 transactions and re-enter them.  Which would require me to undo reconciliations since May.  Due to the multiple accounts that action would impact I chose to do a journal entry to balance the A/R Account.  Not my preferred resolution but I have to move on at some point.  On a side note: When I contacted Square they told me it was an Intuit issue and to contact QBO.

Thanks again for your insight.  :)

It's good to hear from you again, Karring4u.

We always aim to provide you with the best experience possible, so I'm very happy to hear that you found my colleague, KhimG's, response helpful.

Regarding the details on the note that you provided, we haven't received any reports similar to this issue. However, I'll report this to our engineers, so we can monitor this on our end and make sure that it won't turn into a problem that'll affect your transactions.

I hope this response finds you with a smile. I'm always here to provide help and answer any questions that you may have. Wishing you a lovely day!

Hello! I am a bookkeeper cleaning up the books for my client and I have run into this exact same issue. I am using QuickBooks Desktop 2016 (I'm not 100% sure of the year). When I go to A/R I see invoices marked as unpaid there, but when I click on them they show paid and I have been unsure how to fix this. Any suggestions for the Desktop version?

The payment was probably linked to the wrong invoice, cmc010589.

If the invoice was paid correctly but still shows unpaid in your A/R, then we can run the Verify and Rebuild Tool. This will identify the damaged transactions in QuickBooks, and fixes them automatically.

Here's how:

1. Click Windows at the top, and select Close All.
2. To Verify the data file, click File > Utilities > Verify Data.
3. To Rebuild the data file, click File > Utilities > Rebuild Data.
4. Click OK when you get the message Rebuild has completed.
5. Run Verify Data again to check for remaining data damage (follow step 2).
6. If there are additional damages, you'll have to manually fix. Locate the error within the qbwin.log and search for a resolution at the QuickBooks Desktop Support site (or enter the error in the Comments section below so I can give you the troubleshooting steps).
7. If your error cannot be found, you can try restoring a recent backup. Choose File > Restore. Make sure that you do not overwrite your existing company file. Any information entered in the company file since the backup was created must be manually reentered after you restore.

Then, go back to your A/R report and see if the data is correct. If you get the same result, please give us a call so we can check what's causing this.

Here's how to get our contact number:

1. Go to this link https://help.quickbooks.intuit.com/en_US/contact.
2. Select QuickBooks Desktop, and then choose your version.
3. Click the Running Your Business in QuickBooks topic.
4. Select the Manage Income & Customers sub-topic.
5. Scroll down and click Get Phone Number.

Please let me know if you need anything else. I'll be around to help you out.

Thanks for your insight Lily.  The problem has been resolved. :)

Greetings, knessle.

It's a pleasure to see you again here in the Community.

On behalf of my colleague @LilyC, I'd like to say that we're happy you found the response helpful.

As always, please don't hesitate to keep in touch if there's anything else we can help you with. We've always got your back. Have a great day!

This answer said I should tie deposits to accounts receivable so that payments would not still be showing up in AR.  How do I make deposits tie to accounts receivable?

Hi there, @smclaurin.

To link the payment, make sure Accounts Receivable (A/R) is the account selected for the deposit. To verify, follow the steps below:

1. Go to Accounting from the left panel and choose Chart of Accounts.
2. Select the bank account where the deposit is deposited and click View register.
3. Choose the deposit and click Edit.
4. On the Bank Deposit screen, scroll down to the Add funds to this deposit section and click on the deposit.
5. Select Accounts Receivable as of the Account for this transaction.
6.  Hit on Save and close. 

Once the Deposit entry is updated, apply it as a credit to the invoice.

Here's how:

1. Click the New (+) icon and select Receive Payment.
2. You should now see all open customer invoices and outstanding credits.
3. Under Outstanding Transactions, select the Invoice you need to mark as paid.
4. Once done, click Save and close.

Also, I've attached a couple of articles here for the detailed steps of recording invoice payments:

• How to Link Deposit to an Invoice?
• How to Record a Customer Payment?

You can leave a comment below if you have any other questions in QuickBooks. Have a good day.

Hello, I had the same question/issue as smclaurin. I am trying to tie a Deposit to Accounts Receivable so that paid invoice will no longer show up in Accounts Receivable.

Unfortunately, the instructions listed do not work for me. Specifically, I am stuck on Step 5:
- Select Accounts Receivable as of the Account for this transaction.
Accounts Receivable is not an option for me when selecting an Account for a Deposit. How can I remedy this? 

Thanks for coming back, nsm1991.

I appreciate you for performing the troubleshooting steps provided by my colleague. In QuickBooks Online (QBO), the default Accounts Payable (AP) and Accounts Receivable (AR) accounts are the ones that were created when you set up your company. This means the A/R should be on the list when clicking the Account drop-down in the Bank Deposit page.

To better isolate this one, let's try signing in to your QBO account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues.

Also, there are times when a browser's cache data becomes full or damaged. When this happens, it prevents you from selecting the A/R in the Account field. 

Use these keyboard shortcuts to open an incognito session:

• For Google Chrome browser: Ctrl + Shift + N
• For Mozilla Firefox browser: Ctrl + Shift + P
• For Safari browser: Command + Option + P

After logging back in, try to choose or enter the Accounts Receivable in the Account field. Then, follow the troubleshooting steps provided by MaryAnn_E to link the payment. 

If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue.

You can also use other supported, up-to-date browsers to roll out the possibility of a browser-related issue.

For more insights about managing customer payments, visit our Manage payments page. From there, you'll see related articles about processing your client's payments.

That should do it. Keep me posted if you need a hand with running customer reports or any QBO related. I'm always here to help. You have a good one. 

I am having the same issue. Were you ever able to get the AR to show up in the drop down? If so, can you explain how. The answer the mods keep giving is obviously not working. 

Thanks for joining this thread, @SC44.

When you create your first transactions such as invoices or bills, QuickBooks will automatically create your default Accounts Receivable and Accounts Payable. The general recommendation in QBO is to maintain one Accounts Receivable (A/R) account and one Accounts Payable (A/P) account.

You'll need to check first if you have A/R account in your bank register. Here's how:

1. Go to the Accounting menu.
2. Select Chart of Accounts.
3. From the search bar, enter Accounts Receivable.
4. If you found one, that indicates that QuickBooks already created the account (see screenshot for reference)

If you have the new QuickBooks Online interface, here's how you can check if you have A/R account:

1. Navigate to the Transactions menu.
2. Choose Categories.
3. You'll see the lists of your accounts under  Chart of Accounts.
4. In the Filter by name field, type Accounts Receivable (see screenshot for reference).

Then, you may now proceed to the steps provided by my colleague, MaryAnn_E.  

Here's a handy article that will give you more info about A/R account: How to group Accounts Receivable or Accounts Payable account types. 

Also, to review your accounts and make sure they match your real-life bank or credit card statements, you may visit our Reconciliation guide page. 

That should do it. Please let me know if there's anything else I can help you with the transactions in QuickBooks Online. I'm always around here in the Intuit Community whenever you need help.

I am also having the issue of customer payments that are applied to their invoices, but they are still showing a balance due in the customer care window. I have quickbooks enterprise, will the above fix possibly work for me also?

Thanks for joining us here today, @Jennife884.

I have some information about the customer payment still showing balance. Since you're using QBDT Enterprise, you'll want to run the Verify/Rebuild Utility tools first. This way, we can check if it has something to do with your file.

Here's how:

1. Go to File menu at the top.
2. Select Utilities.
3. Choose Verify Data. If you see "Your data has lost integrity," indicates there is data damage in the file. Continue to the steps below to Rebuild Data to correct the problem.

To rebuild, just go back to File, Utilities, then Rebuild Data.

After running the tools, go back and check your customer's profile. Learn the details about the tools at this link here: Verify and Rebuild Data in QuickBooks Desktop.

If you're still getting the same result, please contact our Customer Care Support so we can further investigate. Here's how to reach out:

1. Go to Help at the top. Then, QuickBooks Desktop Help.
2. In the Have a Question window, scroll down and tick Contact us link.
3. Enter a brief description of your issue in the field, then hit Continue or Search.
4. Click Get Phone Number or Start a Message. Our merchant support can manually help apply the payments to the invoice.

If you need help with other tasks in QBDT, you can browse for specific topics here and look for responses that fit your concern.

Keep me posted if you still have questions or concerns with invoices or payments. I'm always here to help. Take care and have a great day ahead.

Hi @smclaurin. The individuals who this issue could be fixed by tying deposits to AR were confused. Unfortunately, Intuit has decided to hire a massive amount of people who have never used QuickBooks and also don't know anything about accounting. They search a knowledge base provided to them for things that look like they might be related to your question, then they pretend to answer your question by pasting that info.

The problem where fully paid invoices still show up on AR reports is a bug. I suspect it's related to invoices paid via the API. Regardless, since Intuit is not interested in fixing it, you'll have to do so on your own by either adding an extra payment to the invoice with a JE or deleting and recreating all affected invoices.