Skip to main content
W
WD22
August 2, 2022
Question

Customer names not appearing in transaction details though they exist and are active

  • August 2, 2022
  • 1 reply
  • 0 views

When adding transactions which are directly imported from the bank, the name of some customers appears in the "bank detail" box but when you click in to the transaction, to add info, it doesn't appear in the "Supplier/Customer" box. When you try to add the name anew, it says that the customer already exists - which it does, and is active - but it won't poplulate the box.

 

What is the problem, and how do I solve it?

1 reply

M
MirriamM
August 2, 2022

Thanks for reaching out to the Community forum and posting your concern when managing your bank transactions, @WD22.

 

I'm here to help ensure you can set the correct supplier or customer on your bank transactions to help you keep better records. And know who you paid or who paid you.

 

In QuickBooks Online (QBO), once you delete or inactivate a customer or supplier, their names won't appear on the Supplier/Customer drop-down list on your transaction details page. To further check why it's not showing on the list when they're active. Let's see your Customer and Supplier lists. 

 

To check your Customer Lists:

 

  1. On your QBO account, select Sales in the left menu.
  2. Go to the Customers tab.
  3. Click the Gear icon above the Action column and tick the Include inactive box.

 

To check your Supplier Lists:

 

  1. On your QBO account, select Expenses in the left menu.
  2. Go to the Suppliers tab.
  3. Click the Gear icon above the Action column and tick the Include inactive box.

 

From there, locate your Supplier/Customer name and verify if they're active. If yes, I recommend opening your QBO account in a private window. Then, see if their names now show on the Supplier/Customer drop-down list on your transaction details page.

 

To open a private browser, you can refer to these keyboard shortcuts depending on the browser you're using:

 

  • Ctrl + Shift + P (Mozilla Firefox & Microsoft Edge browser) 
  • Ctrl + Shift + N (Google Chrome browser)
  • Command + Shift + N (Safari browser)

 

To help you review your bank transactions here's a great resource that you can visit for a guide: Categorise and match online bank transactions in QuickBooks Online. Once done, I suggest reconciling your account monthly.

 

Please know that you're welcome to reply anytime if you have other questions or concerns with QBO. I'll be around for you. Take care and have a good one.

Terms & ConditionsAccessibility statement