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hello129
June 18, 2020
Question

I use Quickbooks Online and my "Automatically apply credits" option under Payments / Advanced is no longer available. How do I turn on this feature now?

  • June 18, 2020
  • 2 replies
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Original commenter did not share additional details

    2 replies

    R
    Rea_M
    June 18, 2020

    Hello there, @hello129.

     

    The Automatically apply credits option should still be available in the Account and Settings' Advanced menu in your QuickBooks Online (QBO) account. Let's perform some troubleshooting steps to help fix this unusual behavior of the system.

     

    There are times that the browser is full of frequently accessed pages, thus causing some uncommon responses. To isolate this, you can log in to your QuickBooks Online (QBO) account using a private browser (incognito).

     

    Here's how:

    • Press Ctrl + Shift + N (Google Chrome)
    • Ctrl + Shift + P (Firefox or Internet Explorer)
    • Control + Option + P (Safari)

     

    Once signed in, go to the Gear icon, select the Account and Settings menu, then go to the Advanced tab to activate to turn on the Automatically apply credits option. 

     

    If it works, return to your default browser and clear its cache and cookies to refresh the system. This will also remove the older data which can potentially cause viewing and performance issues. However, if the issue persists, I'd recommend using other supported browsers to enable the said feature.

     

    In case non of the suggested steps above worked, I'd recommend contacting our QuickBooks Online Support team. They can further investigate the behavior of your account and can guide you with its resolution.

     

    To view the complete list of your customer credits, you can pull up the Transaction List by Customer report. Then, customise it to filter the Transaction type to display the Credit note for each customer.

     

    Please let me know if you have other concerns. I'm just around to help.

    L
    leal5264
    February 5, 2021

    Having the exact same issue. Deleting browser history, switching to a different (supported) browser, and using incognito mode hasn't helped. Reached out to customer service and they told me they closed my case under escalation INV-51011. Still no news (I was told I would receive an automated email). Have you had any luck? 

    AlcaeusF
    AlcaeusF
    February 5, 2021

    Hello @leal5264,

     

    Thank you for taking the time to post in the Community. Let me share some updates about the missing option in QuickBooks.

     

    The investigation is still open, and our team has not declared a specific time-frame for the complete fix. Rest assured, the engineers are doing their best to fix and prevent this from happening again.

     

    In the meantime, I recommend applying credit notes to invoices manually. Here's how:

     

    1. Select + New.
    2. Select Receive payment or Receive invoice payment.
    3. In the Customer dropdown, select the customer.
    4. In the Outstanding Transactions section, select the open invoice you want to apply the credit note to.
    5. In the Credits section, select the credit notes you want to apply.
    6. For the open invoice in the Payment column, enter how much of the credit you want to apply.
    7. Leave the Payment method, Reference no, Deposit to, and Amount received fields blank.
    8. Fill out the rest of the form, including the Payment date.
    9. Make sure the total is correct after applying the credit note.
    10. When you're done, select Save and close.

     

    Since there's no update yet, it may be the reason you haven't receive notifications via email. You can also follow up by contacting our QuickBooks Support Team.

     

    If you still have the case number, that would help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.

     

    For more information, as well as how to apply a delayed credit, I recommend the following article: Create and apply credit notes or delayed credits in QuickBooks Online.

     

    Thank you for your patience while our engineers are working on the resolution of this problem. I'm just a post away if you have any other questions.

    E
    ED777
    March 23, 2021

    Good day

     

    I have the same problem in that the automatically apply credits option is not available anymore. When will this fix be sorted out? 

     

    Many thanks

    ED

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