Question

Where has Customer notes gone

Forum|Forum|4 years ago
September 27, 2021
4 replies
0 views

I keep a lot of important essential information in the notes section for customers.
Today when I have logged on the notes section has disappeared, along with all that important information.
Whats happened?

QuickBooks Online

A

AbegailS_

I'm here to help you fix this, @Holmes_Books.

Let's see if someone changed or deleted your customer's note section in your Audit Log.

Here's how:

Go to Settings ⚙ and select Audit log.
Use the fields on the page to choose the appropriate User, Date, or Events filter to narrow the results.

For more information about the Audit Log, consider checking out this article: Use the audit log in QuickBooks Online.

If there are no changes in the customer notes, try signing into your QBO using a private browser (incognito). This will help us check if this is a browser-related issue. Let me walk you through.

Press Ctrl + Shift + N (Google Chrome).
Ctrl + Shift + P (Firefox).
Control + Option + P (Safari).

Once done, try to check the customer section if you can see the notes. If the issue persists return to your default browser and perform a clear cache to refresh the system. However, if the issue persists, try using other supported browsers.

Leave a comment if you're referring to something else or if you have any additional concerns. I'm always here to help. Have a wonderful day!

H

Holmes_BooksAuthor

Abigail
I have checked the audit log
- nothing in there
I have used incognito mode
- notes are not there

I have cleared the cache

- notes are not there.
If you go to customers, and pick one, normally the notes are at the top in the grey area - they aren't
If you click edit for the customer, you go to customer details, there is normally a tab for notes - that isn't there.
it has just disappeared along with the notes.

T

TTRAN2

Hello, was there ever a resolution on this as I am encountering the same problem. I also have an error "Error loading notes. Please click to retry" When you click on it, nothing happens. Can anyone assist?

Thank you

J

jeanbiverly_

Let's team up and to solve this issue together, @TTRAN2!

Receiving the error message "Error loading notes. Please click to retry," when opening your customer's notes could be due to a cache-related problem. If that's the case, you can troubleshoot it. First, use a private or incognito window to rule this out.

Here are the shortcut keys:

For Mozilla Firefox browser: Ctrl + Shift + P
For Google Chrome browser: Ctrl + Shift + N
For Safari browser: Command + Shift + N

After that, log in to your QuickBooks Online (QBO) account and access your customer notes again. If it works, clear your browser's cache to remove the webpage data causing the issue. If a private browser doesn't work, use other supported browsers you've installed.

If the issue persists, I recommend contacting our support team. This way, they can closely examine your account and offer a resolution.

In case you need to provide customers with summaries of their invoices, payments, credits, and balances, check out this article for more guidance: Create and send customer statements in QuickBooks Online.

We recognize the importance of access to customer information, including their notes, for your business needs. If you have any other concerns, feel free to return to this thread. I’m more than willing to help. Take care.

T

tina-copycareoff

did you get a fix for this? I have the same issue

T

TTRAN2

Hello, I still have this as an open issue. It has not been fixed and my last communication with the support team at QB was that the developers are looking into this and do not have a time on when this will be fixed. They do not have an answer as to why we have this problem.

R

RhoiceW

Hi there, Tina and TTRAN2. I can see how frustrating it can be to have an unresolved issue. I want to ensure that we take this matter seriously. Let me route you to our appropriate support for them to provide information about this issue.

Before we proceed, have you already performed the troubleshooting steps recommended by my colleague above? If not, I recommend trying those steps out. At times, issues related to cache can lead to QuickBooks Online (QBO) loading incorrectly, consequently causing customer notes not to display.

If the issue persists, I recommend contacting our QuickBooks Online Support team to be added to the list of affected users and receive timely email updates.

Here are the steps to contact us:

Go to your QBO account, then click Help.
Enter a brief description of your concern and select Continue.
Click Contact Us and choose a way to connect with us:

Start a chat with a support expert.
Get a call back from the next available expert.

Please check out our support hours to ensure we can address your concerns promptly.

In addition, you can refer to this article to learn how to personalize sales forms in QBO: Customize invoices, estimates, and sales receipts in QBO.

Let us know if you have any other QuickBooks-related concerns. I'm always here to help.

T

tina-copycareoff

I managed to get my notes back yesterday after it being escalated up to top level. Have you managed to get yous back?

T

TTRAN2

Hello, I have not. Did you have to request for the top level management?

Thank you

T

tina-copycareoff

It took about two hours. I'm on quickbooks advanced version. In the CUSTOMER and its Notes on the bar next to the Customer Details. It had completely gone. I used the help assistant online chat from in the account which then put me onto first level then they referred me to level 1 who looked and then referred me to level 2, nice lady called Joana who knew exactly what I was looking for and she escalated it to top level and they needed to be added as a user so they could log into my account. Within 10 minutes it was all back again.

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