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PrestigeD
August 21, 2023
Solved

Bills remain in draft mode and only Admin (me) can fix them - ongoing issue

  • August 21, 2023
  • 2 replies
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I have been having a major ongoing issue with vendor bills. I have discussed this with QB support. They seem to have no idea how to help.

 

I am the admin. I used to have a bill approval process set up at a specific dollar amount and above. At some point in the past several months, ALL other users are experiencing the following issue: when they enter a bill, they get a pop-up dialog error box with no text in it. When they click OK on the box, the bill goes into DRAFT mode. The user is unable to remove the draft status by any means. They've tried reverting to Item Receipt and making a Bill again and resaving but nothing will allow it to save in any form other than DRAFT mode. Once we figured out the this was happening, I deleted all bill approval processes. There are none at all. The only solution is for me (Admin) to go back manually through all the bills. There is no way to see a draft bill unless you click backwards or forwards from another bill. They do not show up anywhere. I have to revert the bill to an Item Receipt, save it, make it a bill, save it again, and the bill then says Approved and then can be paid.

 

Testing so far: multiple rebuilds, moved copy from Right Networks to local computer and run rebuilds, created new test users, Right Networks frequently updates the file so it has the latest release.

 

Does anyone have any ideas on how to fix this?

Best answer by PrestigeD

I should have posted that we were able to finally solve this issue. I spent probably close to 40 hours on the phone with various support people, data recovery, etc. No one at Quickbooks seemed to know what or why this was occurring. They all defaulted to the generic "update the file", "send it in to Data Services", etc.

 

The issue, for us, was related to the Melio bill pay integration with Quickbooks. I had reset the users Intuit accounts and to reset/create a new Melio bill pay account. Once that was done, everything returned to normal. I don't know how or why the synching got thrown off. We use RightNetworks as our cloud provider but do not know if that has anything to do with it.

2 replies

Angelyn_T
Angelyn_T
August 21, 2023

Hi, PrestigeD. Let me share some information about this behavior.

 

I want to inform you that our engineers have already resolved the investigation related to approving your purchases in QuickBooks Desktop (QBDT). As you currently encounter the same experience, I suggest updating your software to the latest release. The process gives you a better experience and fixes common issues right away. Here's how:

 

  1. Go to Help and select Update QuickBooks Desktop.
  2. Tap on the Update Now tab, then Get Updates.
  3. Close and reopen QuickBooks when the update finishes.
  4. Hit Yes when asked to install the update.
  5. Follow the onscreen instructions to complete the process.

 

You can also gather more information about the process from this article: Update QuickBooks Desktop to the latest release.

 

If you're getting the same result, you might need to reach out to support once more for an in-depth reinvestigation. 

 

On the other hand, you may explore the details on this website for additional insights while handling your bills and other vendor entries in the future: Accounts Payable workflows in QuickBooks Desktop.

 

If you have other questions while approving your bills within our system, kindly communicate your concerns by leaving a comment below. I'm just a few clicks away to help you again. Have a good one!

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PrestigeDAuthor
August 22, 2023

What is the date of this release with the fix to QBDT? My file is hosted through Right Networks and they update each weekend. They say the latest update released by QB is dated July 18th and is Release 5 (R5_22).

 

Per the release notes (Release notes for QuickBooks Desktop 2023 (intuit.com)) this July 18 release is only for updates to the web connector and mentions nothing about bill pay. Please let me know specifically which update was released and when that resolves this bill pay issue.

 

 

M
MirriamM
August 22, 2023

Thanks for getting back to us, PrestigeD.

 

The latest release update to QuickBooks Desktop 2023 and Enterprise 23.0 is Release 5 (R_22), dated July 18, 2023. You're right that the mentioned update was about the Web Connector. But if you're on the latest release, it'll maximize the program's performance and help fix unusual behaviours.

 

However, since you're still encountering the same issue, I recommend contacting our Customer Care Team again. This way, they can further check on this matter and provide in-depth troubleshooting. They can also create another investigation ticket if other users are experiencing the same.

 

To reach them, here's how:

 

  1. On your QuickBooks account, go to the Help menu at the top.
  2. Select QuickBooks Desktop Help. 
  3. Choose Contact Us. 
  4. Enter the issue or topic in the field box. 
  5. Follow the onscreen instructions.

 

You can also check out this link for more information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

 

In case you'd want to run reports to view a snapshot of your business, see this article: Understand reports.

 

Let me know if you have other concerns while managing QuickBooks. I'll get back to you right away. Have a great day.

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PrestigeDAuthorAnswer
February 14, 2024

I should have posted that we were able to finally solve this issue. I spent probably close to 40 hours on the phone with various support people, data recovery, etc. No one at Quickbooks seemed to know what or why this was occurring. They all defaulted to the generic "update the file", "send it in to Data Services", etc.

 

The issue, for us, was related to the Melio bill pay integration with Quickbooks. I had reset the users Intuit accounts and to reset/create a new Melio bill pay account. Once that was done, everything returned to normal. I don't know how or why the synching got thrown off. We use RightNetworks as our cloud provider but do not know if that has anything to do with it.

    D
    daniellerjeraldshall
    April 19, 2024

    Melio may not be the fix for all as we dont use that and we are having the exact same issue and nothing fixes it and we dont use Melio integrations, any update on this Qb?

    P
    PrestigeDAuthor
    April 19, 2024

    It might be that you need to just reset the intuit user accounts then. Maybe Melio had nothing to do with it.

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