How to spot the issue that causes the differences between AR Ageing Summary and Balance Sheet AR balance?

Thanks for using QuickBooks in managing your business transactions, vyacheslav-levda. I know how important it is to ensure your AR Ageing Summary and Balance Sheet AR balance report match. I'm here to help you with that.

The accounting method may have something to do with the report's discrepancy. I'd recommend choosing the correct one. To learn how, please see this article: Choose Between Cash and Accrual Accounting Methods in Reports.

If the problem persists, I'd suggest performing some browser troubleshooting steps to help isolate and fix the issue. Let's start by accessing your account through a private window. It'll allow you to access QuickBooks without using cookies. 

Here are the keyboard shortcuts:

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

Once signed in, check if the reports match. If they do, let's clear the browser's cache. This removes its stored files to ensure the program performs efficiently.

If private browsing doesn't work, I'd recommend using other supported browsers. They'll provide the best and most secure experience with QuickBooks. 

Additionally, I've added some resources that you can use to learn more about how to personalise and export reports in QuickBooks Online. This way, you can easily complete your tasks: 

• Customise Reports
• Export Reports, Lists, and More

Please know that I'll be here if you need further assistance in managing and running reports, vyacheslav-levda. Have a great day ahead.

Hello, CharleneMae_F. Appreciate your quick response.

I've performed all those things prior to posting, I've done all the troubleshooting and check for the accrual/cash/report date/report period etc. The issue persists.

I am looking for a more specific solution I could try. I'm not yet a fluent user of QB, so I figured I could be missing an invoice or payment that's been made but for some reason not recorded in AR Ageing Summary. 

Thank you for your time and assistance. Looking forward to your reply. If there's anything I could attach or screenshot, let me know.

Thank you for visiting the Community, @vyacheslav-levda. I’ll address your concern about your reports in QuickBooks Online. 

Beforehand, I just need some more information to help me get on the same page. Can you please provide us with some additional information and screenshots of the specific issue of the reports mentioned above? I'd be happy to provide you with the exact solution that you need.

Additionally, I'll share with you these article to learn more about reports: 

• Run reports in QBO
• Memorise reports

If you need clarification about managing your reports in QBO, or if there's anything else I can do for you, please let me know. I'll be standing by for your response. Have a great day and stay safe.

Hello Carneil_C, thank you for the response. I wouldn't wish to share screenshots from the books on public forum. But what you'd see is that there's one total in Balance Sheet Accounts Receivable balance, and a different one in Accounts Receivable Ageing Summary.

What I want to do is check the ageing of the customers (the accounts receivable balance from the Balance Sheet), but the AR Ageing summary report shows a different total number.

I exported the Transaction List by Customer, and almost all the balances agree with the AR AS but for a few customers. Some have immaterial differences, some are big and some are present on the transaction list but absent from the AR AS.

What I'm asking is what causes the transactions, invoices/payments for some of the customers are not represented in the balance of the Accounts Receivable Ageing Summary report.

Appreciate your help!

I appreciate you for getting back to us, @vyacheslav-levda.

I understand the importance of your business privacy.

To isolate this issue, you'll want to ensure you filter the dates of your reports accurately. This way, we can steer away from errors and confusion.

If this is not the case, I recommend contacting our support team. There, one of our live agents can securely look into your account and investigate what causes these differences in your account.

You can reach out to them by selecting Chat online at this link: https://quickbooks.intuit.com/global/contact/

In addition, you might want to check out this article for reference in case you want to learn how to modify your reports: Customise reports in QuickBooks Online.

I'm just a post away if you have any other questions about your reports and receivables. It's always my pleasure to help. Keep safe and have a good one! 

Hello JarsoV, I've tried reaching out to support 4 times. I was told to check reporting date, filter dates, check accrual/cash method every time, even on this forum :( I've been disconnected without a solution. What I'm looking for is not a troubleshoot, but a fix.

Is there a ticket system of some sort? Or a paid support group? I need someone to look at my issue and help me pinpoint where the problem arises, so I can deal with it and prevent from appearing in the future.

I appreciate the time you take into resolving this matter, thank you!

Hello there, @vyacheslav-levda. 

I want to make sure this issue is taken care of, I'll share some information about the difference between the Account Payable (AP) Aging Summary and the Balance Sheet report.

The AP Aging report summarises the status of unpaid bills. This report will show you what you owe, who you owe it to, and how much is overdue. On the other hand, the Balance Sheet report is the summary of what your company owns and owes at the end of a period.

I've included this material to learn more about the different types of reports in QuickBooks Online: Reports in QuickBooks Online.

In addition, you can also filter your report to show the data that matter most to you. Check out this article for more details: Customise reports in QuickBooks Online.

 Don't hesitate to post your reply if you have further questions about the reports. I'll be here to assist you.

Hello LollyNino_C, I feel like I'm not being heard or taken seriously. First of all, I'm talking about Accounts Receivables. QB is not the first accounting system I had to use and this is the first time I'm encountering this kind of  issue.

AR Ageing Report is supposed to show the same total as the Balance Sheet AR balance ( the amount that you are owed but simply split into age buckets).

May I have this looked into seriously rather than be given a blanket response or a general link to something unrelated?

Hello there, vyacheslav-levda.

I appreciate you for sharing your experience with us. I want to make sure this is taken care of. 

If the filters are correct and you're still having differences with the balances, you'll want to manually trace the discrepancy between the two reports. I suggest you ask for help from your accountant to help you with this.

If the issue persists, you'll want to reach out to them by selecting Chat online support. This requires a thorough investigation to make sure both reports have the same balance.

Here's how:

1. Go to Help.
2. Click Contact Us.
3. Enter your question and click Let's talk.
4. Click Start a chat.
   

Get back to me if there's anything I can help you with. I'd be happy to assist you further. Enjoy the rest of the day.

Hello Charies_M,

Thank you for your attention and response. I've tried contacting live support with this issue 4 times and has been disconnected with no fix after being given blanket statements and general troubleshooting tips.

As the balances do not agree between these reports, the issue is most likely not with accountancy but with the way QB reads data.

Is there a way to have an email conversation with a representative, where I could share screenshots, my excel reconciliation files etc.? Or have a screenshare, but an agreed prior session where a professional understands my issue. We tried screenshare with live customer success expert but that didn't go further than doing troubleshooting...

I appreciate your sane reply and time you take into solving this issue!

Thanks for coming back for more support, @vyacheslav-levda. I appreciate you contacting our Customer Care team. 

Yes, you can send us an email, and our team will respond within 24 hours. You can go to this link and click the Contact us button: https://quickbooks.intuit.com/global/contact/.

Additionally, you can also share your screenshot here in the Community to check your reconciliation issue further. 

For future reference, you can also visit this article to learn more about fixing reconciliation issues in QuickBooks Online.

Get back to us if you have more concerns. We're always around to guide you again. 

So, do I get this right, that issue cannot be resolved or advised here?