Dividend still showing as a creditor

Hi Shirley

Could you talk me through what you've actually done to create & subsequently 'pay' the divi? There's more than one way to skin a cat in CB re divi's so I need to understand what you've done.

Hi Shirley - if you created the dividend via the dividend tool, this creates the creditor account (8505xxx) and so, when paying the dividend, you need to put it to this account, in order to clear it.

I thought I had created the dividends through the dividend tool. I have clearly created the creditor account as that is showing on the balance sheet. And when the payment was made, I thought I applied it to the creditor account. It actually looks like I've done that twice. Is there any way of deleting these entries so I can put them through correctly?

Hi Shirley - this is probably best dealt with by Support (via Need Help in CB) as they can login and see exactly what's happened and which transactions to delete/void.

Can somebody please help me sort this. I called several weeks ago, was promised a return call and nobody has bothered to get back to me. I think the service provided by Clearbooks is appalling and seems extremely unprofessional. Seriously looking at finding an alternative accounting software provider.

Hi Shirley

I can't comment on the support staff on this occasion but they're always been amazing on the occasions I've had to use them.

As per my previous post, as an outsider it's difficult to know how to answer without knowing what's gone on.

Do you have an accountant you can speak to to talk you through it? If not, you're more than welcome to give me a call tomorrow, I'm sure we could rectify it inside a few minutes.

I phoned the support staff. I spoke to somebody who didn't seem to understand the concept that if a creditor (in this case a dividend creditor) has been paid, they should no longer show as a liability on the balance sheet. They went off to check, promising to phone me back the next day. That was about 6 weeks ago. I have had absolutely zero engagement from Clearbooks and am getting pretty hacked off. I am a qualified accountant which is why I do my own books - and frankly I find that comment pretty condescending. My issue is not about accounting principles, it is about what I have done wrong in the software. I thought I had followed the instructions for setting up a dividend. Obviously I have done something wrong as it has not worked as I am still showing a dividend creditor even though the dividends have been paid. But I can't see what I have done and nobody appears to want to spend any time helping me figure it out. I am due to file my year end returns but I can't because my accounts don't balance.

My comment condescending? If so, apologies.

I'll leave you to speak to support instead.

I've tried. They don't bother calling back

@Kevin. My profile is set up as private - to be seen by Clear Books employees only - as I don't particularly believe an open forum is an appropriate way to resolve issues I have with the software. Are you an employee of Clear Books? If so, your last response just about sums this company up.

Nope, just another user (accountant) who at 9.40pm at night was decent enough (or so I thought) to offer his support to another user who I believed was looking for help after apparently not getting any from Clear Books in over 6 weeks.

You're quite right though, an open forum isn't the place to sort an issue of this nature so if you haven't already I'd suggest submitting a support ticket - usual response time is a couple of hours in my experience.

Hi Shirley,

Just to let you know that we are looking into your query. We will email you to advise further as soon as we can. Many thanks for your understanding.

All the best,

Mia

Hi Shirley,

This issue has now been resolved by our development team.

The account code 8505002 had been removed which was linked to some of your dividends. The transactions which were previously linked to this code have now been linked to 8505001 so your dividend creditor balance will no longer show.

Please let me know if this message raises any further questions.