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JesseGallow
February 26, 2025
Question

Email search function not working

  • February 26, 2025
  • 1 reply
  • 0 views

For the past two weeks, when I search for a customer account via the email address of known customers, the search function will not produce the customer accounts that match the email address I am searching. 

I have cleared my cache and cookies twice and talked to QB Online support twice with no success. During the 2nd QB Online support chat, I was essentially told that nothing is wrong and if I want to find a customer via email address, I have to go to the customer contact list report and search that. Our regular email address search was functioning normally for close to a decade.

 

I am using Google Chrome on a Windows computer that is fully updated. 

1 reply

Bryan_M
Bryan_M
February 26, 2025

I appreciate your effort in performing troubleshooting steps and reaching out to our support so this can be resolved as soon as possible, Jesse. Yet, searching for your customer via email is still challenging on your end. Let me direct you to the best help for this.

 

Since you have a case record from contacting our support, I recommend routing back to them so they can further review the issue you raised and provide you with the best resolution to fix it.

 

I also suggest providing your case number to avoid repeating the details and for easy tracking. Moreover, our support can create an investigation if this issue is also recurring for other users.

 

Additionally, you can visit this article to ensure that your customer list details are up to date to avoid future errors: Edit customer information in QuickBooks Online.

 

You might have a customer with the same information and want to make them as one. Check out this article to learn how: Merge duplicate customers in QuickBooks Online.

 

Feel free to return here if you have additional questions about locating your customer via email or any related concerns. We'll be glad to respond to you. Take care always.

J
JesseGallowAuthor
February 26, 2025

We have had no problems searching through our customer database in Quickbooks Online via email address for the past 5 years, and it is all of a sudden an issue?

 

We have already merged all duplicated customers. And all the users at my company are well versed on how to edit customer account information.

 

I have talked to QB online support twice in the past week. The most recent interaction was from yesterday with no resolution. 

 

The reason we NEED email search is because we have over 100k customer accounts and we need to be able to pull up the correct customer account quickly without having to comb through 50 "John Smith" accounts. 

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