Skip to main content
A
alchemy1
September 4, 2020
Question

Customers Not Showing Up in Dropdown

  • September 4, 2020
  • 5 replies
  • 0 views

This has been an issues for months. When I am creating a transaction whether it be a bill, Purchase Order, Expense, or Check, when I try to code it under a specific customer or project, the customer shows up maybe one out of every ten attempts. I sign out and close the window to hopefully reset any bugs and reopen it to experience the same exact issues. I've done this 14 times today and the customer still isn't showing up. I'm now wasting time trying to find help and a solution to a ridiculous problem. What is the solution to this and why is it happening? Is there a team working on this bug? It's been almost two year of questions from people on this specific issue. 

    5 replies

    MaryLurleenM
    MaryLurleenM
    September 4, 2020

    Have you tried using a private browser, alchemy1?

     

    It will not store the cache and cookies which can cause the error in the long run. Here are the shortcut keys:

    • Command + Shift + N (Safari)
    • Ctrl + Shift + N (Google Chrome)
    • Ctrl + Shift + P (Mozilla Firefox)

    Log in to your QBO account and trying to create a transaction for this customer. If it works, clear the cache in your regular browser. Here's an article that includes the steps on each browser: How do I clear my browser cache and temporary Internet files?. You can also try using a different browser.

     

    I also recommend contacting our QuickBooks support, so the error will be reported.

    1. Go to Help and select Contact us.
    2. Enter the exact error message in the question field, then click Let's talk.
    3. Choose either Start a message or Get a callback.

    I'll be right here if you need anything else.

      A
      alchemy1Author
      September 8, 2020

      Yes, I have tried using different browsers, private windows, and even the online software itself, but to no avail. 

      JasroV
      JasroV
      September 8, 2020

      I appreciate the clarification, @alchemy1.

       

      Let me direct you to our best support available so this get sorted out right away. I recommend contacting our Support team to securely look into your account. There, they can investigate the root cause of this issue and can perform some additional troubleshooting steps.

       

      To reach out to them, you can follow the steps shared by colleague MaryLurleenM above.

       

      You can also check our Support Hours page to know the best time to contact them that is convenient for you.

       

      Let me also add these articles that you can use for future guidance. These can guide you on how to merge your customer and personalize your invoice in QuickBooks Online (QBO):

      You can always get back to this post whenever you have other concerns or questions with your QBO account. I’ll be around to lend a hand. 

      Y
      YM31
      April 6, 2021

      I am having the same issue. I contacted QB and they were no help. I browsed on private mode like they asked, downloaded chrome and Firefox and it still has not worked. I never had this issue before it just happened about a month ago. I just gave up on chatting with the support team because it literally was no help. I still need help if someone knows who they contacted?

        S
        ssykes1
        April 8, 2021

        Same problem here. All I get is the same response “we are working on it and will let you know when fixed”.  Been dealing with this for weeks. Ridiculous. 

          D
          david_king
          July 28, 2021

          I am having the same issue, but I have not been able to find a solution. Is there a resolution for this?

          M
          MadelynC
          July 28, 2021

          Thanks for joining the thread, David.


          Have you tried the recommended resolutions stated above?


          If not yet, you can follow their instructions. Otherwise, you’ll need to contact our Technical support for further assistance. They can investigate what’s causing the issue and can provide additional fixes.


          Here’s how:

           

          1. Select the Help menu.
          2. In the Assistant window, type in “Talk to a human.”
          3. Enter your brief concern in the field.
          4. Enter/select I still need a human.
          5. Click Get help from a human.
          6. Choose a way to connect with our representatives.


          Our Support page is always available if you need tips and resources. It also contains videos and webinars that can help manage your business. Just make sure to select QuickBooks Online in the Product list.


          Please don’t hesitate to reach out in the Community if you have other customer concerns. We’ll be here to help you out.

          R
          rb4956
          June 11, 2022

          Same problem here. Much time wasted clearing caches, trying different browsers, going to Private Mode. None of those suggestions work. I agree -- it seems like a long time for a bug to exist and the QuickBooks team not fix it.

          katherinejoyceO
          katherinejoyceO
          June 11, 2022

          Thanks for following this thread @rb4956. I want to make sure that this issue is being resolved.

           

          Since the issue persists after following the steps shared in this thread, it would be best to contact our Customer Care team. They can help check what's causing this to happen fix it. 

           

          Here's how:

           

          1. Select the Help menum then in the Assistant window, type in “Talk to a human.”
          2. Enter your brief concern in the field.
          3. Enter/select I still need a human.
          4. Click Get help from a human.
          5. Choose a way to connect with our representatives.

           

          Get back here if you need more help. I'd be delighted to guide you in any way I can. 

           

          S
          Same3
          October 4, 2022

          Same issue- any fixes?

          JenoP
          JenoP
          October 4, 2022

          Thanks for joining us here, Same3.

           

          Allow me to share details to help with your concerns about the customer's name in the drop-down list. I'd also like to ask if it's only happening to a specific or to all types of transactions? 

           

          Please know that QBO uses browser's cache and cookies when performing a task. However, too much saved data can can affect it's performance or produce unexpected results. This can be the reason why there are times that the name is not showing up when recording billable transactions.

           

          If you have other browsers, use them to log back in to your account. You can use Google Chrome, Firefox, Microsoft Edge, and Safari because they are all compatible with QBO.

           

          You can also open a private or incognito browsing session just in case you only have one browser. Either way would help us resolve some of the most common browser or banking issues in QuickBooks.

           

          Here's how:

           

          • Ctrl + Shift + N  for Google Chrome
          • Ctrl + Shift + P for Firefox
          • Control + Option +P if you're using Safari
          • Ctrl + Shift + P for Microsoft Edge

           

          After logging back in, record several billable transactions to test if it's already working fine. Then, proceed to deleting your browsing history. Follow the steps in this article depending on the browser that you're using: Clear Cache and Cookies to Fix Issues When Using QuickBooks Online.

           

          These steps will remove the data or cookies that is hiding the name of the customer.

           

          Please reply to me and let me know if that resolves the issue. I'd also be glad to offer my help if you need it again. 

          Terms & ConditionsAccessibility statement