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Cocoon
January 5, 2021
Solved

All data lost

  • January 5, 2021
  • 4 replies
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I had a recent problem with Quickbooks and as I am on the self employed subscription annoyingly can't talk to anyone.  I dealt with someone via email, which was painful and took far longer than if on the phone.  To resolve my issue, I was told to delete the bank accounts and reconnect.  I was assured they would reinstate my transactions.  I subsequently got an email saying everything has been reinstated. Except it hasn't.  I now only have transactions going back to June 2020, now all no longer reviewed (I was assured they would be reviewed with my receipts attached as I had reviewed them).  I have also lost all date prior to June 2020, so around two years worth of accounts.  

 

I am tearing my hair out as a) I can't talk to a human to help out b) when I reply to the email saying it's all sorted it tells me that I have no open tickets c) I am now open up to serious problems with the tax man as I not longer have many receipts or the transactions

 

Any help? I definitely need to find a better accounting provider.  Bad advice given and even worse steps taken by Quickbooks

Best answer by ReymondO

Were you ever able to fix this problem? I just had the same thing happen to me. Lost all my transactions going back to when I first started using the software a few years ago. 

 


Thanks for joining the thread, @MarkZJr.

 

Let me share with you some steps to help retrieve your missing data in QuickBooks Self-Employed (QBSE).

 

To start, let's make sure you're using the correct account and login credentials in QBSE. If your data was removed due to the bank disconnection process, I'd recommend manually importing them again using a CSV file.

 

In case all of your data was removed including the ones you've manually entered, I'd recommend contacting our QBSE Support Team. They have the right tools that could check your account and perform a further investigation to identify the reason why your data got vanished.

 

Simply follow these steps to connect with them:

 

  1. From the Assistant tab, type or say Talk to a human.
  2. If you want to connect with us directly, type or say Talk to a human.
  3. Then select your preferred support method: Message an agent (Live chat), Call an agent or Get a callback.
     

If there's anything else that you need help with getting started with QuickBooks, please check out this page: QuickBooks Self-Employed Overview.

 

Please know that I'm just a reply away if you need any further assistance recovering your data in QuickBooks Self-Employed, @MarkZJr. Have a good one,

4 replies

S
ShiellaGraceA
January 5, 2021

This isn't the kind of service we want you to experience, @Cocoon.

 

I have some information about your bank accounts. You'll want to make sure you're using the correct QBSE app and the login credentials. This way, the reinstated transactions will show. Here's how you can download the iOS or Android mobile app for QuickBooks Self-Employed.

 

You might also want to reply to one of the emails about the reinstated transactions to verify.

 

If you need help with other QBSE task, feel free to visit our blog site for specific topics at this link here. Just look for responses that fit your concern.

 

Please know that you're always welcome to come back to me if you still have questions or concerns with your bank accounts. I'm just a post away. Take care and have a good one.

C
CocoonAuthor
January 5, 2021

Thank you for responding. The service falls way beyond what is expected. The very fact I cannot talk or email directly is a headache. As I already mentioned, I responded to the email claiming all transactions had been reinstated, but got a response saying I had no open tickets. 

 

I do find it patronising suggesting I check I have the right version of the app. I've also logged in online. Years of transactions are missing.

 

Nothing has been reinstated. I have even logged in and out again.

 

I find it hard to understand that there is not automatically a back up that customers can revert to when they need or download whenever they choose. It's a very basic function.

 

Of course, if this isn't resolved by QB I'll be moving to Sage software. Way more reliable.

 

    D
    Davidball
    January 29, 2022

    I have had the same problem but unable to talk to anyone. Its been so annoying and think I need to look elsewhere as they take there money every month and for what, just to leave me up to my eyes in it thanks quick books for all your help not....

    J
    jamespaul
    January 29, 2022

    Hello, David. 

     

    This is definitely not what we want you to experience when reaching out for help from us. I'll do what I can and ensure you'll be able to get your bank transaction data back in the program. 

     

    As what KlentB mentioned, disconnecting a connected bank from the Self-Employed will remove all data associated with it. 

     

    If you have data that was removed due to the disconnection process, you'll want to manually import those transactions and re-categorise them in QuickBooks Self-Employed. 

     

    To reiterate the response further, consider hiding your bank account if you want to keep the data but don't want to download new transactions anymore: 

     

    1. Open QuickBooks Self-Employed in a web browser.
    2. Click the profile or gear icon, then select Bank Accounts.
    3. Find the account you want to hide.
    4. In the Show Account section, toggle the radio button to OFF.

     

    Also just to clarify, did your transactions disappear or did you discuss a data reinstatement with our support? I would recommend giving them another shot again so they can take another look at the issue and restore your data. 

     

    If you need help reach out to our support, please follow these steps: 

     

    1. In your Self-Employed account, click the Assistant button. 
    2. On the chat box, type something like "Talk to support."
    3. When asked, enter "follow-up on missing data" or "reinstate data."
    4. Click I still need a human.
    5. Proceed with Message an agent. 

     

    Our support is available from Mondays to Fridays at 8.00 AM to 8.00 PM; Saturday to Sunday at 8.00 AM to 6.00 PM.

     

    If you need a guide on your Self-Assessment taxes, this article will help you with the process: The QuickBooks Self Assessment for Income Tax checklist.

     

    I'm all ears if you have any other concerns in managing your transactions in the Self-Employed program. Do you have other questions? Let me hear it and I'll ensure to provide the needed information. 

    W
    william martin
    November 15, 2023

    i am currently experiencing the same difficulties , years worth of accounts missing or wrong . 

    did you get any joy or am i wasting my time 

     

    G
    GeorgiaC
    November 15, 2023

    Hi william martin, thanks for joining this thread. 

     

    From checking our system, I can see that you have multiple deleted accounts with removed transactions. So that we can confirm which connected accounts you would like the transactions to be recovered to, please begin a direct chat. Once recovered, these will show as previously categorised, meaning you won't have to re-do any work. 

    J
    Jack Halliwell
    January 26, 2025

    Is anyone able to help me with this problem too in 2025? - the old Assistant no longer works to talk to a human...

     

    Before I begin, QB Employees, please DON'T recommend that I upload my transactions using CSV, this process just simply doesn't work and the time this takes to format this correctly for QBSE to accept the upload isn't feasible. I would like someone to look at using a manual backup of my account to resolve this.

     

    Firstly, I have had an issue with the Monzo Open Banking link showing declined transactions as normal expenses and in doing so has been falsely categorising transactions that don't exist. It's a HUGE problem as this is outright fraud on what would look like my behalf, but due to QuickBooks' error by viewing these as normal transactions...
    I digress...


    In trying to remove these duplicate transactions, I have withdrawn consent on all 3 of my bank accounts in the hope that re-adding them will avoid pulling these transactions back through. BIG BIG BIG MISTAKE.
    Without ANY warning, I have now lost 3 years of my ENTIRE accounting history including categorised transactions, receipts, split percentages etc.. THIS SHOULD NOT BE POSSIBLE!!


    Please would a member of the internal QuickBooks management team (Not the people who copy and past the same replied on the forums) take a look at this for me as a matter of urgency! A manual backup of my account needs to be restored!
    This is a SERIOUS problem that needs to be addressed, surely something as simple as disconnecting and re-connecting a bank account shouldn't delete 3 entire years of transaction history, categorisations, receipts and splits?

     

    Please someone help urgently, I'm at my wits end!!
    (Again for clarification, no recommending importing CSV files, I need my account restoring through means of an internal backup)

    Thanks

      R
      RoseJillB
      January 26, 2025

      Hi there, Jack.

       

      We don't want you to experience this when contacting us for help. Let me ensure you get the support you need to retrieve your QuickBooks Self-Employed (QBSE) data. This way, we can have someone from our team look at your backup, thoroughly check why transactions were categorised incorrectly, and reinstate those transactions that were missing.

       

      To reach one of our support team, please follow the steps below:

       

      1. Sign in to your QuickBooks Self-Employed account.
      2. Click the Help button.
      3. Go to the Search tab, type a word, and click Contact Us at the bottom.
      4. From there, choose a way to connect: You can Chat with us, or get a Callback.

       

      Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their phone number, support schedule, and hours to contact them at the time of your convenience: Get help with QuickBooks products and services.

       

      Furthermore, I have compiled a selection of informative articles that you can explore to enhance your understanding and management of the online banking transactions you’ve downloaded. These resources provide valuable insights into organizing your transactions effectively, ensuring accurate record-keeping, and leveraging various tools to analyze your financial data:

       

       

      I'm always here should you have any further concerns, Jack. Please feel free to leave a comment below, and I will ensure a timely response.

      J
      Jeans cleans
      January 27, 2025

      I had the same issue today. I went on the contact us chat and selected qb self employed and typed my issue in and clicked send. Then I selected to get a call back. A lady rang me within 2 minutes and she recovered all the lost transactions that I had catagorised and added receipts to. I was so relieved after the stress of losing them all. Get that call back and they’ll help you. 

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