undoing transactions that have already been reconciled

Thanks for getting in touch with the Community, dunstanwastesol.

I've reviewed our ongoing/solved investigations and can confirm there's currently no records of subscribers reporting that they're unable to unreconcile individual transactions on an account's register.

I tested this myself in our test drive account and was able to unreconcile transactions.

Here's an image showing my experience:

Since you're unable to unreconcile transactions, I'd initially recommend checking your user permissions. If you're set as an all access or admin user, you should be able to edit reconciled transactions.

Here's how to check a user's permissions:
 

1. Use the Gear icon, then go to Manage users.
2. Find a user you want to edit and click your Edit opotion in the Action column.
3. You can change their user role from your Roles ▼ drop-down list. If you need details about each role and what they enable a user to do, you can refer to our User roles and access rights article.
4. Choose which account management settings you want to manage.
5. Select Save.

In the event your user permissions already enable you to unreconcile reconciled transactions, but you're still unable to make the changes, next you'll want to check your browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check to see if you're able to make the changes.

Here's how to access incognito mode in some of the most commonly used web browsers:

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

If you're able to unreconcile transactions while browsing privately, it's safe to say this problem's being caused by your browser. It can be fixed by clearing cached data and Intuit-specific cookies.

In the event you still can't unreconcile transactions while browsing in incognito mode, you'll initially want to try switching to another browsing application.

Here's a list of supported browsers:

• Google Chrome - version 78 or newer
• Mozilla Firefox - version 76 or newer
• Microsoft Edge - version 75 or newer
• Opera - version 68 or newer
• Samsung - version 10 or newer
• Safari - version 12 or newer

QuickBooks supports the current and two previous versions of browsers. If you find that you're using an unsupported version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.

In the event you've found no problems that could be causing this with your browser, you'll want to check the operating system and internet speed you're working with.

Here's our recommended operating systems and internet speeds:
 

• Windows PC - Windows 10, Intel Core i3 or a comparable processor (2013 or newer) with at least 2 GB of RAM, or Windows 10, Intel Core i5 or comparable processor with at least 4 GB of RAM.
• Mac - OS X El Capitan 10.11, OS X High Sierra 10.13, or newer.
• Linux - QuickBooks works with Linux, but you'll want to make sure you're using a supported browser and our recommended internet speeds.
• Internet connection - 1.5 Mbps to 3 Mbps or higher.

If you meet our system requirements, but are still unable to unreconcile transactions, I'd recommend using a different device and/or internet connection. If it continues happening on other devices and internet connections, you'll want to get in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

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

I've also included a couple detailed resources about unreconciling transactions and managing users which may come in handy moving forward:
 

• Undo or remove transactions from reconciliations
• Add & manage users

Please feel welcome to send a reply if there's any additional questions. Have an awesome day!

I thank you all for your suggestions, but none of them have worked. I can change the "R" in the checking account only. I can't change it anywhere else. Any other suggestions? Do I need an update? Thank you

Also, we have tried to create an accountant, but that doesn't work correctly either. Our users all have the admin permission. We only have 1 user.

Thanks for getting back to us, dunstanwastesol. 

I appreciate you for following the troubleshooting steps provided by my colleague above. Let me help you route to the right support that can assist in undoing transactions in QuickBooks Online (QBO). 

Since the issue persists, I recommend contacting our Customer Care Team so they can investigate further about the issue. They are equipped with the necessary tools to securely check on your account and assist you throughout the resolution process. You can do a screen-sharing session with them and may create a ticket for investigation if needed.

To do so, you can follow the steps provided by my colleague @ZackE on how to reach them. Make sure to initiate contact during support hours so we can assist you on time. 

Also, QBO automatically generates a report so you can check your previous reconciliation data. This includes information such as the beginning and ending balances as well as those transactions left uncleared. 

You're always welcome to post again here and ask any other questions about managing your reconciliation. I'm always ready to lend you a hand. Have a good one.