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alecdann
Level 1

Sales Tax Center does not recognize previous payments

I switched to the new automated Sales Tax Center at the end of January after I had completed payment for my December 2020 sales tax liability.  Liabilities for previous months had been paid.

 

After the changeover to the new interface, I saw that I owed tax for every month in 2020 -- none of my payments had been recognized.  The liability for each month in 2020 shows up as Overdue.

 

There are no transactions in the Sales Tax account that could account for these "new" liabilities.  The 2020 Balance Sheet shows $25.50 which is for December's liability amount, paid in January. (This is a seasonal business with most sales in the summer and a few in the fall.)

 

I've spent 2+ hours on the phone with Quickbooks Support and have been offered no viable solutions.  On the most recent call the solution was enter a tax credit with the credit going to Sales.  I politely declined.

 

All I can figure is that there is a programming error that, in the conversion, did not pick up the prior year payments. 

 

This could be solved if the Payment process would allow me to match with an existing payment.  That is not currently an option.

 

Has anyone experienced this issue and if so, did you find a solution?

4 Comments
Redstar1
Level 2

Sales Tax Center does not recognize previous payments

Have you been able to find a solution yet. I'm dealing with the same issue.

KlentB
QuickBooks Team

Sales Tax Center does not recognize previous payments

Hi there, Redstar1 and alecdann.

 

Normally, you won't lose any of your existing sales tax information once you switch to the automated version. Your paid taxes shouldn't show as overdue after the migration process.

 

To isolate the issue, you can perform some basic troubleshooting steps. it could be that the accumulated cache in the browser is the reason why QuickBooks is unable to recognize your previous sales tax payments.

 

Start by signing in to your QuickBooks account through a private or incognito window. This will help you determine if it's a browser-related issue since those mode doesn't save site data, cache, and cookies. You can use the shortcut keys below:

 

  • Press Ctrl + Shift + P for Firefox
  • Press Ctrl + Shift + N for Chrome
  • Press Command + Shift + N for Safari

Once done, go to the Sales Tax Center again. If the taxes are now showing as paid, close the incognito window then go back to the regular browser. Next, clear the cache to remove the accumulated junk files and improve your browsing experience. You can also use another browser as an alternative solution.

 

However, if the same thing happens, I'd recommend getting in touch with our technical supports. This way, we can look into your account and run a series of tests to rectify the issue. Here's how:

 

  1. Go to the Help icon.
  2. Select Talk to a human from the Here are some ways to get started section.
  3. Enter "Talk to a human" again in the search bar.
  4. Choose I still need a human, then click Get help from a human or Contact us.
  5. Select Get a callback or Send a message to start a conversation.

In addition, I'm adding these articles to help manage your tax payments and track how much sales tax you owe: 

 

I'll be right here to assist you again if you have any other concerns or tax-related questions. Assistance is just a post away.

alecdann
Level 1

Sales Tax Center does not recognize previous payments

@KlentB,Thanks for your help but your suggestion did not solve the problem.

 

I opened Quickbooks in an incognito window in Chrome and still see the phantom amounts due.  Checked Safari and Firefox and got the same problem.

 

I have done two calls with Customer Support.  After an hour on the phone the first time, the CSR said, "I have escalated this question and there is no solution to this problem."

 

After 90 minutes on the second call, the CSR, who had put me on hold several times to talk to senior staff, could not find an answer.  She said she had submitted a ticket to the tech team to look into the issue.  I asked her what the ticket number was and how I could follow up.  She dropped the call and did not call back.  

 

Two hours later another CSR called to ask if my issue had been resolved.  I described the previous call and asked if he could give me the number of the ticket that had been submitted.  He said no ticket had been submitted.

 

I dont have any more time to waste on what is clearly a programming issue.  Even a casual search through the community turns up plenty of posts by customers who are dissatisfied by the new Sales Tax Center interface.

 

I pay several hundred dollars a year for Quickbooks and am deeply disappointed that this problem cannot be resolved.

 

 

alecdann
Level 1

Sales Tax Center does not recognize previous payments

No answer that helped me (see my post below).  

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