QB Online - Customer Support via Email

That's not the kind of service we want our customers to experience, Ibd. Let me make it up to you.

The QuickBooks Online Global users have only the email feature to connect with our customer care support. Then, you'll get an answer within 1 business day.

Although, you can always reach out to the Community support for help. We're open 24/7.

I'd like to know more about your concern so we can help you. You can provide us with any details. 

Any information is appreciated. Just get back to this thread so we can go ahead and help you out. 

Thank you very much Kristine.

I see that in error, in order to record the VAT due (and mirror my old chart of accounts),  I went and created a VAT payable account (VAT Payable - Current liabilities) to which all my VAT dues are going (I don’t know if in creating it, I asked it to point to this account), but when I record payment  via the Taxes section, QB applies it to the “Value Added Tax Suspense - Current liabilities” account that was already in QB.   So now the payments I made don’t reduce the VAT payable.  

My questions are: 

1. Is VAT being collected supposed to go to same account where payments are applied so they offset each other??   If so…….please see 2-3 below. If not, please explain.
2. How can I get my invoices to now record VAT to the correct QB “Value Added Tax Suspense” account?
3. What happen to the previous invoices that have VAT going to the incorrect account? Can I change those somehow to point to the Value Added Tax Suspense account?
4. Is there a way to get help over the phone?  I am needing to get this resolved as soon possible.

As you can see, I am not an accountant and so I may not be understanding how the VAT tracking and payment process is to be recorded.

Best regards,

Marcella

Hi there, @ibd.

QuickBooks Online uses default accounts such as Suspense Account to record the purchased and collected sales tax. This is created when you set up sales tax and reports the sales tax for every transaction.

To answer you're first question, the VAT being collected are posted in the liability account while the sales tax payment is posted to the suspense account. To check if the payment applied offset the sales tax, you can go to the Sales Tax Payable account. 

For your second question, the payment will be posted by default in the Sales Tax Suspense liability account. For the third question, you can move the payment by creating a journal entry. Currently, the option to change the posting account manually is unavailable. You may refer to the following article for the steps. Also, I suggest you consult your accountant if you're not sure what account to use: Create a journal entry in QuickBooks Online.

Meanwhile, we have a new Support System via messaging or callback request. This is the reason we're unable to provide an exact phone number. For you to speak with a representative, I suggest requesting for a callback by following these steps:

1. Click the ? Help icon, and then select Contact us.
2. Enter Multi-Currency as your keyword.
3. Click Let's talk.
4. Choose either Get a callback or Message an agent.
5. Enter the necessary details to successfully contact them.

For additional reference, you can read these articles to know more about VAT setup:

• VAT Feature Update FAQ.
• Updating VAT in Your Account.

Please know that you can always get back to this post if you have any other questions. We're always here to help.

Thank you for you helpful response. 

It's great to know you received the assistance you needed here in the Community, ibd. You're welcome here any time if you ever need a hand in the future.