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DRAccounting
May 22, 2022
Solved

Missing QBO DD Payroll 'check' in QBO Register

  • May 22, 2022
  • 2 replies
  • 0 views

Client using QBO Plus w QBO Core Payroll:

 

Payroll processed on 4.15.22 had two DD checks for two different employees, both employees have received many DD checks before and afterwards (weekly pay) with no problems. Both DD checks processed in Payroll fine, and both employees were paid. However, only one of the DD checks made it to the Register!

 

So, no credit to cash, no credits to various tax payables, not even a credit to child support payable!  No expenses at all, none! It's like the DD check never existed, except it did. And it is in the bank transactions, with no matching amount.

 

I've looked in all the GL transactions in various ways. It is NOT there. Obviously, I can enter a JE to fix this issue, but I'll be on the phone with QB first-thing Monday morning.

 

Anybody experience this?

 

You know above where I said above this issue had not been experienced before or after?  Well, I called the payroll person right before I posted this message, and it happened again Friday, 5.20.22. Same employee. I double-checked, yup!  Sure enough. Everything okay in Payroll, the DD check is already cleared and in the bank transactions, but NOTHING in the GL!

    Best answer by DRAccounting

    So as it turns out, this is an easy fix. Simply call QB. In fact, that is the only way to fix it is to call QB. This is known as a 'sync error'. Apparently common. Sync errors show on the Payroll>Overview screen. If you have a sync error, call (or Chat w) QB, and your support person will contact Payroll support, and they will fix it!

     

    So my client ended up having 3 sync errors. They fixed them all. Easy peasy.

     

    As a life-long accountant, I'm not sure I like not being able to look 'under the hood' to see why payroll is doing something. However, now that I know to go look at the Overview screen when I'm reconciling the client's books each month, the fix is pretty easy.

     

    By the way, the payroll taxes for the previous period had been paid by QB correctly. QB pays the taxes based on what has happened in the Payroll 'module', not what the GL is showing. So once the sync error was fixed, the tax payables were perfect.

     

     

    2 replies

    M
    mv32
    May 22, 2022

    Thank you for sharing details about your payroll concern, @DRAccounting.

     

    Some users may have experienced your client's situation. I know how much you and client want to see the numbers reflect on the check register and categorize payroll expenses. Before calling our Payroll Support team on Monday, let's review it further to see what's causing this issue and how we're able to fix this without using the last resort to create a journal entry.

     

    There are several reasons why those checks won't show up in your register. I'll also add some scenarios and steps on how you can see and correct this. 

     

    One likely reason is that your client's check register is filtered to show selected transactions. You'll want to change the filter options in the account history. Here's how:

     

    1. Go to Accounting, then click the Chart of Accounts tab.
    2. Find and select the check register by clicking the View register link.
    3. Click the Funnel icon, then change or review the filters.
    4. You can also check the DATE or Ref No. Type column to sort the transactions from the newest to oldest or oldest to latest.

     

    Another reason is that those direct deposit entries might've been recorded under a different account. In this case, you can review the Paycheck list and then open a paycheck. Take a look at the Paid from section to see where the funds were taken out from. 

     

    1. Go to Payroll or Workers, then click the Employees tab.
    2. Click the Paycheck list link.
    3. Pick a paycheck to view the details.

       
    4. Check the account under the Paid from section.

     

    If you need to correct and use a different bank account, you can check this article for the steps: Change your payroll bank account.

     

    Furthermore, if the scenarios above doesn't apply to your client's situation, we would like to view your client's payroll account to investigate by reaching out to our Payroll Support team. Please see this article for more details about the chat or callback support hours.

     

    I've got you covered if you have other questions regarding QuickBooks Online or the processes in the payroll feature. Stay safe and well!

    D
    DRAccountingAuthor
    May 22, 2022

    Thank you but no, it's not any of those issues. The register settings are correct. Plus, I checked the Payables and Expenses, the GL side of this Payroll DD check is simply not there. Client only has one bank account, no credit card account. I did check the "Pay date" and the "Paid from" on several checks for both DD check employees. No differences at all.

     

    Again, both employees are processed at the same time, only 1 reaches the GL. This originally happened on 4.15.22 Payroll (which I just discovered in doing the Client's Bank Recons). It has now happened on the 5.20.22 Payroll.  All the payrolls before Aprill 2022 (all the way back to when QBO Core Payroll began) are fine. The 4.1, 4.8, 4.22, 4.29, 5.6, and 5.13 Payrolls are fine. Just the 4.15 and 5.20 have an issue.

    Very strange.

    C
    ChristieAnn 11
    May 22, 2022

    I appreciate you for coming to the thread to add further details about your concern, DRAccounting. With this, I'll ensure you'll be routed to the right person to investigate the missing transaction.

     

    Since you've confirmed that the Register's page is filtered correctly, I recommend proceeding to contact our support on Monday as you mentioned. They have the tools to pull up your account in a secure environment which we're unable to do it here in the Community. That way, they'll be able to investigate the cause of the missing payroll DD check on the QuickBooks Register. Please know that they're available from Monday to Friday, 6:00 am to 6:00 pm PST and for QuickBooks Full Service Payroll, QuickBooks Online Payroll Elite/Premium, any time, any day.

     

    Here's how to contact them:

     

    1. Open your QuickBooks Account.
    2. At the top right, click the Help icon.
    3. Choose the Assistant section.
    4. Type your concern in the Type something field.
    5. Click Talk to a human.
    6. Click I still need a human.
    7. Click the Get help from a human.
    8. You'll be routed into the How can we help? page. Then, select callback or how you want to contact them and fill in the information.

     

    Then, you can browse this article to see additional information about the different types of support we offer at Intuit and its availability: Support hours and types.

     

    Lastly, you may refer to this article on how you can assign pay schedules to pay your employees that helps you manage your payroll and make processing more efficient: Set up and manage payroll schedules.

     

    Let me know in the comment section if you still have a concern about managing direct deposit for payroll. I want to ensure this gets resolved for you. Have a good one, DRAccounting.

    D
    DRAccountingAuthorAnswer
    May 24, 2022

    So as it turns out, this is an easy fix. Simply call QB. In fact, that is the only way to fix it is to call QB. This is known as a 'sync error'. Apparently common. Sync errors show on the Payroll>Overview screen. If you have a sync error, call (or Chat w) QB, and your support person will contact Payroll support, and they will fix it!

     

    So my client ended up having 3 sync errors. They fixed them all. Easy peasy.

     

    As a life-long accountant, I'm not sure I like not being able to look 'under the hood' to see why payroll is doing something. However, now that I know to go look at the Overview screen when I'm reconciling the client's books each month, the fix is pretty easy.

     

    By the way, the payroll taxes for the previous period had been paid by QB correctly. QB pays the taxes based on what has happened in the Payroll 'module', not what the GL is showing. So once the sync error was fixed, the tax payables were perfect.

     

     

      AlcaeusF
      AlcaeusF
      June 6, 2022

      Hello @DRAccounting,

       

      I have reviewed the solution you’ve shared and it's correct and accurate. Thank you for sharing your inputs to help address the issue.

       

      We love to see members supporting one another! Have a great day.

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