Solved

Unable to enter payment reference number when marking a bill as paid

Forum|Forum|2 years ago
January 15, 2024
2 replies
0 views

I am unable to enter payment reference number when paying bills. It is greyed out and has "To print" in the box and unable to change it. This is where I record if it was Visa, Direct Debit or BACS payment as an example

QuickBooks Online

Best answer by GeorgiaC

We appreciate you trying those steps, @Clare7403, and hope our team are able to get to the bottom of this with you soon. 🙂

G

GeorgiaC

Hi Clare7403, thanks for posting on the Community

To check for any browser issues that may be causing this, please try opening QuickBooks via a different browser or incognito browsing window. If you're able to enter the text as expected there, consider clearing the cache and Intuit-specific cookies on your normal web browser to fix. 🙂

C

Clare7403Author

Hi GeorgiaC,

I have tried all as recommended and still have the same issue. Reference number is still greyed out with "To print" in the box. Even I go into the payment itself, I can't edit that info.

Thanks

Clare

Nicole_N

Hello, @Clare7403. I'm glad to hear that you've taken the advice provided above. Let me offer additional troubleshooting steps to ensure you can enter a payment reference no.

Following the recommended steps above, you can also open your QuickBooks Online (QBO) account using other supported browsers to learn what browsers need for the best experience when using QuickBooks.

If the Reference no. field is still greyed out, I recommend reaching out to our Phone Support team. They have all the tools to pull up your account securely and further investigate the root cause of the issue.

Here's how you can reach out to them: