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E
ehak11
December 8, 2023
Question

Does anyone know why sometimes QBO will not find an Inv# that is clearly in the system? The same Inv is found by LName or other identifier, but not the #? Tx! -Erik

  • December 8, 2023
  • 1 reply
  • 0 views
Within the last month, there are a few invoices in our system where QBO says, "We didn't find 7012 in your transactions," when the record clearly exists - having cash deposit applied, taxes, was emailed to Cust., etc.

When starting a new search but not entering any #'s yet, my Inv 7012 is listed right there in recent transactions.  Go to type 7012 into the search field and... "not found."

It's not the worst, it still works, just that the end user has to create a workaround.  A four-digit, sequential numbering system is optimal when it works 100% of the time, as opposed to entering a last name, item description, city, etc. to find the same invoice.   I wish I could post a screen-grab here. 
 Thanks again!  -Erik [QBO since JUL 2019]

1 reply

R
Rasa-LilaM
December 8, 2023

Thank you for bringing this to our attention, ehak11.

 

Your business's time is valuable, and I recognize the importance of finding invoices using their transaction numbers. Let's work together and tackle the issue by going through some troubleshooting steps.

 

At times, the browser can become congested with frequently visited sites, leading to unexpected issues in QuickBooks Online (QBO) like unresponsive pages or errors. To fix this, log in to your company via incognito mode or private browsing, which doesn't save any data and resolves potential webpage issues.

 

Here are the shortcut keys in each browser: 
 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P
  • Safari: Command + Option + P

 

After logging in, simply type the invoice number into the Search bar. If you manage to locate the entry seamlessly, clear the cache to improve your browser's speed and free up storage space on your device. Switching to a supported browser is a good alternative too.

 

In the event that none of these work, I'd highly appreciate it if you could provide any screenshots. This will enable us to gain a clearer picture of the issue. To attach one, click on the Drag and drop here or files to attach link and then proceed to tap the Post button.

 

If you're looking for complete details on how to sort the list by type, date, and amount for each transaction type, refer to this article for comprehensive instructions: Search for transactions in QuickBooks Online.

 

We have some resources available to assist you in handling customer transactions, managing income, and searching for entries in your register. Take a look at these links for more detailed information:

 

 

 If you're still facing challenges in locating invoices using their transaction number, drop a comment below and include my name. I'll get back to help you the best that I can, ehak11. Have a good one. 

E
ehak11Author
December 11, 2023

Thank you for your reply and assistance. The suggestion certainly makes sense if my cache were bogged down. I don't see instructions for if I still cannot open or find that invoice.


I opened a private Chrome window and searched 7012. QBO still did not recognize the number. Our system is all up to snuff on system requirements. BTW QBO will not locate by Cust name James Wilson under Invoices or Customers.  The .pdf attached is all done in Chrome Incognito.


It's as if the customer record has been deleted. As a test, I clicked on the Cust emailed invoice button that says, "Review and pay," and QBO takes me to their invoice for which to make payment. So, the record is in the system. I'm not sure I can get to it should I need to edit the invoice.

MariaSoledadG
MariaSoledadG
December 11, 2023

Thanks for getting back to us, Ehak.

 

We want to make sure we'll be able to address your concern as quickly as possible. With that, do you get any error messages when trying to locate the invoice? This will be our basis for identifying the issue if there are similar investigations open that some users are also experiencing. 

 

In the meantime, since you've already performed the troubleshooting steps provided by @Rasa-LilaM. At the same, it looks like locating the invoice is strenuous and tough, I recommend reaching out to our support team so they can double-check why this is happening. They have the tools to pull up your account securely and identify what causes the problem. 

 

Here's how to reach them:

 

  1. Log in to your QuickBooks Online (QBO) account.
  2. Click the Help button at the top right corner.
  3. Go to the Search tab, then select Contact Us.
  4. Enter a brief discussion of your concern, then click Continue.
  5. Choose to Have us call you to connect with us.

 

In connection with this, learn how to set up your account so customers can pay invoices online. To know more, go through this article for more details: Take And Process Payments In QuickBooks Online  With QuickBooks Payments.

 

Keep in touch if you have any questions about invoices. I'm always here to help you any time of the day. 

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