Bank Reconciliation Problem

Hi pandasaigon, 

Thanks for the clear details.

If the correction was made on the reconciliation screen, the transaction may already be marked as reconciled in the background, which is why the bank rec is out of balance but the transaction isn’t showing.

Please try this:

• Go to Banking > Reconcile Accounts
• Choose the affected bank account
• Enter a future Statement date, for example 31/12/9998
• Tick the transactions showing
• Copy the calculated closing balance into the Closing bank statement balance so the out-of-balance is $0.00
• Click Reconcile
• Then Undo Reconciliation

After that, go back to your original statement date and check if the missing transaction appears.

If it still doesn’t show, this one may need support to check the file further.

Regards,

Genreve

Dear Genreve,

I’ve tried the advice you provided below, but unfortunately it did not resolve the issue.

My accountant explained that because I have never recorded the bank transaction when processing this rectification, the transaction is now out of balance. He also advised me to follow the steps below to record the customer overpayment (please see the attached screenshot).

I deleted the existing credit note and recreated it by following those instructions. However, MYOB does not allow me to record an unbalanced transaction. It also does not automatically create a credit for the remaining balance, which I understand it should.

Could you please advise the correct process for recording a customer overpayment so that the remaining balance is correctly created as a credit for future orders?

Thank you for your assistance.

Kind regards,

Cynthia King

Hi pandasaigon, 

Thanks for the update.

That error usually means the payment has been entered in a way the software can't balance.

To record an overpayment, enter it through Receive Payments and make sure the Amount Received and Amount Applied match. If they do, the software should create the extra amount as a customer credit.

If there isn’t an invoice to apply the full amount to, you’ll usually need to record the invoice payment first, then create a separate customer credit for the extra amount. So just recreating the credit note may not be enough if the payment wasn’t recorded correctly first.

If you’re still stuck after that, please reach out to our support team through My Account or live chat through MOCA, our virtual assistant, so they can take a closer look.

Regards,

Genreve