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Established Member

Re: Sales Tax removed from invoices after importing from Desktop

We are currently on the phone with Data Services. This issue is completely unacceptable. 6 months and unable to resolve this issue for customers. We are being told to return to Desktop because they still cannot figure out why the issue is actually happening (apparently is also occurring in UK and South Africa).  Data Services tried to tell us that the issue was only known since Feb 2018... so we referenced this thread. The original investigation number provided at the top of this thread was apparently closed, with a new one reopened in Feb 2018 under #26658. They have no idea when we can expect the issue to be resolved. We will receive nothing back from Quickbooks for the hours and days lost at our family business, and the additional income lost when we would otherwise be out providing services and earning a keep for our family. We were sold this product and told at the time that it would be a seamless process that would take TWO HOURS. Now we are at a combined total of over 30 hours trying to rectify over 2 weeks, as well as being behind on accounts while trying to get this rectified.  I cannot imagine your frustration having been dealing with this since December for your own business rjroderick. Quickbooks - this is COMPLETELY unacceptable.   

Established Member

Re: Sales Tax removed from invoices after importing from Desktop

We are currently on the phone with Data Services. This issue is completely unacceptable. 6 months and unable to resolve this issue for customers. We are being told to return to Desktop because they still cannot figure out why the issue is actually happening (apparently is also occurring in UK and South Africa).  Data Services tried to tell us that the issue was only known since Feb 2018... so we referenced this thread. The original investigation number provided at the top of this thread was apparently closed, with a new one reopened in Feb 2018 under #26658. They have no idea when we can expect the issue to be resolved. We will receive nothing back from QBO for the hours and days lost at our family business, and the additional income lost when we would otherwise be out providing services and earning a keep for our family. We were sold this product and told at the time that it would be a seamless process that would take TWO HOURS. Now we are at a combined total of over 30 hours trying to rectify over 2 weeks, as well as being behind on accounts while trying to get this rectified.  I cannot imagine your frustration having been dealing with this since December for your own business rjroderick. QBO - this is COMPLETELY unacceptable.   

QuickBooks Team

Re: Sales Tax removed from invoices after importing from Desktop

Hello altltd,

 

I appreciate you for joining the thread here in the Community. I'm here to help provide information with any concern you may have with the conversion to QuickBooks Online.

 

Our product engineers are hands-on and diligently working with regards to the experience affected users are having when migrating the data from the Desktop version. For now, the available workaround is by entering journal entries to correct the balances on reports or start a new company file in QBO.

 

Considering you've reached one of our Support Specialists, you already have a pending case on the system. Since this is a public forum, it would be best to continue working with our Support team to fix the issue.

 

Please also note you'll be receiving updates via Email once you're added as one of the affected users. You can provide your case number directly to them to avoid explaining the issue all over again.

 

In case you need the steps on how to reach them, please follow these steps:

 

  1. Log into your QuickBooks account.
  2. Click the Help in the upper-right corner.
  3. Click Contact us.

As always, you can reach out to me should you have further concerns with the migration. The Community is here to help.

Established Member

Re: Sales Tax removed from invoices after importing from Desktop

Thank you for your response,

 

We would love to continue to liaise with the Support Specialists if they could offer a solution.

 

We have been told today that we have 2 options.

1) To manually re enter all of the sales tax to every invoice ourselves manually

or

2) To revert back to using QuickBooks Desktop.

 

The "seamless transition" we were promised has not occurred and the "support" we have received has been less than satisfactory. This is an issues that was raised in December 2018 yet it appears QuickBooks is more interested in keeping the issue a secret rather than resolving the bug in their own software.

 

As a small business owner it is obvious from our interactions that QuickBooks have very little respect for our time. We are extremely disappointed and have contacted the Board of Directors to see if they are aware of this issue and will do anything to assist us in practically moving forward.    

QuickBooks Team

Re: Sales Tax removed from invoices after importing from Desktop

Having an incorrect balances report due missing sales tax is tough to deal with, altltd.

 

I'll personally share your feedback with our phone support team regarding the ongoing issue you've encountered. We'll be able to take actions on improving our customer service.

 

You'll receive an update from our engineers through an email once the issue is fixed. In the meantime, you can manually re-enter the sales tax in the transaction to correct the balances in the reports (as recommended by our phone support).

 

We appreciate your patience in this matter. I'll also keep an eye on the issue and will get back to you if there's an update.

Experienced Member

Re: Sales Tax removed from invoices after importing from Desktop

I just converted from QBDT to QBO being promised that it was the solution to all of our problems.  I was hoping there was an easy fix when I googled this issue, but clearly there's not.  Now I'm considering moving back to QBDT where it's more reliable.  I have always been disappointed with QB level of customer service - it's hard to get anyone off "script" and actually help without going through 10 steps of nonsense first.  Sales tax is BIG DEAL and for this issue to even be happening is shocking - much less not have it fixed in 7 months.  

QuickBooks Team

Re: Sales Tax removed from invoices after importing from Desktop

Thanks for joining the conversation, @VistaPix,

 

I completely see where you're coming from. I can give you an update about the missing sales tax information after converting your file.

 

This issue is something our engineers are still working on up to this moment. They are doing some investigations to roll out a fix for this unexpected behavior you're having after migrating data from your Quickbooks Desktop to your QBO company We haven't got an update about the exact time on when the issue gets resolved. Rest assured, I'll immediately update you as soon as they confirm the fix.

 

To temporarily rectify the problem, you can create correcting entries to fix the balances on your reports. To do that, follow the steps below:

 

  1. Click the QuickBooks Plus (+) icon.
  2. Choose Journal Entry.
  3. Enter the Journal date.
  4. In the Accounts field, enter the adjusting accounts. If unsure, it is best to consult an accounting professional to know which accounts to use.
  5. Enter the mount in the Debits or Credits column.
  6. Hit Save.

I've added here an article with the complete steps on how to create JE's in QBO: Create a Journal Entry

 

Once you're connected to our Support Team, please have them add you to this ticket number: INV-26658. Once added, you'll receive an email notification when an update is available.

 

I appreciate your patience with this ongoing case. I'm just a post away if you need further assistance. I'll be glad to get back to you. Have a great day!

Active Member

Re: Sales Tax removed from invoices after importing from Desktop

I ran into this problem about a week ago. Fortunately it was a small company with only a year or so of data. Support on the front line was not help but I identified the issue and the invoices that needed to be fixed. I edited about 100 invoices in a couple hours. Not great but not horrible either. Now I am about to do a company that does serious retail and will be watching for it and may bail if it is bad.

I wondered if you condensed your QBD file to the least you could stand and then converted if you could at least minimize your pain. This new one had a file too big to import so I am going through the archive/condense process for that reason but maybe it will help on the other.

 

It does feel like there are two difference companies when dealing with QBO and QBD. Support and functionality are not the same and that is a shame.

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QuickBooks Team

Re: Sales Tax removed from invoices after importing from Desktop

Hello there, @jlagerecpa.

 

I understand that this has been a tough situation for you and your business. Let me help share updates about this investigation and ensure you'll get back to business without any issue.

 

Our engineers are all hands on deck working together for a fix to sort everything out. At this point, you can check on the steps provided by my colleague Jen_D (creates journal entry) to fix the balances on your reports. However, please make sure to consult with a professional accountant to ensure accuracy of your accounts.

 

In addition, I'd also recommend reaching our with our Support Team for you to be added to the list of affected users and get an email notification with the latest updates.

 

On the other hand, you may check this article to know more about the comparison of the features in QBO and QBDT: A Comparison of the Features in QuickBooks Online vs Desktop.

 

Stay posted if you have any other QuickBooks questions, I'm just a post away to help you. Wishing you continued success!