Question

Customer is not saved when using the receipt feature

Forum|Forum|2 years ago
May 8, 2024
2 replies
0 views

Hello - Wondering if anyone else is having this problem: I email credit card receipts to my quickbooks online account for processing. I then go into the receipt feature to review the receipts before matching them to my credit card transactions. During the review, I select what customer the purchase is associated with, then 'match' the receipt. If I then go to the credit card register, the customer is not saved!! This is a huge pain because then I have to manually enter the customer again. Please help someone!!! Thank you!

QuickBooks Online

M

MichaelaS

I value the importance of these records for you, Krisabitz.

At the moment, we haven't received any reported issues regarding this concern. Let's figure out together the cause of why these customers aren't showing in the credit card register.

First, let's use a Private/incognito window or other supported browsers to see if it's a browser issue. The browser's cache and cookies become corrupted, causing problems accessing websites or files. Refer to the following keyboard shortcuts based on your browser type:

Google Chrome: Ctrl + Shift + N

Mozilla Firefox: Ctrl + Shift + P

Microsoft Edge: Ctrl + Shift + P

Safari: Command + Shift + N

Once the private browsing session works, clear the browser's cache so the system can restart. Clearing the cache will reboot the system, allowing you to work with clearing the stocked cache and cookies causing the issues.

If the issues persist, please provide us a screenshot of the section you selected the customer for review. This will greatly assist us in conducting a thorough investigation.

I'll add this article to help you save time tracking and recording your receipts: Upload your receipts to QuickBooks Online.

I'll be right here if you need further assistance with your receipts. Take care.

K

KrisabitzAuthor

Hello -

Thanks for getting back to me. I tried the private browser mode and it did not help the issue. I attached some screen shots below to show the process. The first screen shot shows that I have uploaded a receipt. I then his the 'edit receipt' button. The second screen show shows the 'edit receipt' page and I am selecting a customer/project and then I hit the 'save' button. The third screen shot shows the credit card register and the 'customer' has not been retained. Any help would be greatly appreciated as this causes a ton of extra time for me! Thanks so much!

Receipt-Process.pdf

MorganB

Hi there, Krisabitz.

Thanks for following up on this thread and for providing those additional details. I want to make sure this is resolved as quickly as possible.

Since the troubleshooting steps mentioned above didn't do the trick, I recommend reaching out to a member of the QuickBooks Online Support Team. Agents have specialized tools, like the ability to share your screen, to take a closer look to determine what's causing the issue with the customers and receipts in your QuickBooks Online account. Here's how to get in touch with the team:

1. Click the Help (?) button.
2. Select either tab to get started:
- Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
- Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
a. Start a chat with a support expert.
b. Get a callback from the next available expert.

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

Please feel free to reach back out if you have any other questions or concerns. I'll be here to help in any way that I can.

J

Jeanna2

We are having the same issue. Was this ever resolved?

L

LeizylM

Let me make it up to you and ensure your customer information will saved during the receipt process in QuickBooks Online (QBO).

We can perform some troubleshooting steps to fix this issue. There are times when the browser is full of frequently accessed page resources, which causes some errors or unusual responses.

Let's start accessing your account using a different or private browser. You can use either of these shortcut keys:

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

If it works, I recommend clearing your browser's cache. Doing so will remove the historical data and access QuickBooks with a clean slate. You can also switch to a different supported browser.

If you've done this already and the issue persists, I highly suggest contacting our customer care team. They have the necessary tools to check your account and investigate this further.

You can access these resources to learn more about the feature and how to check, add, or match transactions in the program:

You can always reach out to me on this page for any follow-up questions or concerns regarding the functionality. I'm here to assist you at all times.

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