Question

Is anyone else having trouble with updated email addresses (existing Customer:Project) not propagating when creating new invoices? We invoice at the Project level.

Forum|Forum|2 years ago
May 7, 2024
4 replies
0 views

I spent over 2 hrs with QBO chat trying to figure it out. I thought it was limited to multiple email address Customers. But I just tried to update a Customer's 1 email address & that doesn't propagate either. New Projects are ok. Invoicing at the Customer level is ok. But if I try to invoice an existing Customer:Project with multiple email addresses or an updated email address it doesnt work.

QuickBooks Online

G

GenmarieM

Thanks for reaching out to us, secampbe.

I want to ensure that you can generate the updated email address when invoicing a customer in QuickBooks Online (QBO). Let's perform troubleshooting steps to sort it out. It's possible that QuickBooks may behave unexpectedly due to data issues in your browser. To verify this, try using an incognito or private browser. To open an incognito window, you can use the following keyboard shortcuts:

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

If you continue to experience the same result, I suggest using other supported browsers. This will help us identify if the issue is specific to your current browser.

Just in case you want to personalize your sales forms in QBO, feel free to visit this article for reference: Customize invoices, estimates, and sales receipts in QuickBooks Online.

If you need further assistance regarding this matter, don't hesitate to leave a reply below. I'm always here to lend a hand.

S

secampbeAuthor

I already tried this. And all the other possibilities while on the over 2 hour long chat I had to my Intuit expert. I can assure you that the issue is a bug within your new layout. Please fix this ASAP.

E

Erika_K

Thank you for the quick response, secamp. I appreciate your effort and time in performing some troubleshooting procedures to resolve your issue. Let me route you in the right direction of support.

I understand you have already contacted our support. However, you might want to give them another shot. They have the resources and tools to determine why you're experiencing this through a screen-sharing session. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

Here's how:

Go to the Help icon.
Choose the Search tab.
Select Contact Us.
Hit the Ask about something else tab.
Enter a brief description of the issue you encountered.
Click Continue.
Choose a way to connect with us:

Have us call you - We'll save your spot in line and call you back.
Chat with us - Start a conversation.

For more information, check out this article: QuickBooks Online Support.

We appreciate you letting us know about this, secamp. Should you have more concerns about project management in QuickBooks, comment below. We're always available around the clock to support you every step of the way. Take care!

R

RobbinN

I am having the same issue. I use the project module for every customer we have. I have noticed, it happened today, that when I create a new invoice for a project, the email will be there at first then go away. Then I have to populate it This frustrates me because I have to get out of the invoice and go to the customer information and copy the email address that should have populated that field in the first place. I don't like this extra step, it upsets me. This is not a browser issue, it is a Quickbooks issue. I also don't like the new invoices. There is a "ship to" that comes up on my estimates which I have to turn off because it bugs me. Not sure why all these changes are happening. How about you guys keep things the way they were and put in a few adds.

J

JuliaMikkaelaQ

Please know your feedback on the changes made within the program is valid, @RobbinN. I recognize your concern about populating the email address on the invoice for a customer project, and I'd like to point you to the support who can assist you.

In QuickBooks Online (QBO), once you've entered the email address on the project or customer's profile, it will automatically populate once you create an invoice or other transaction.

As it is unexpected for the email address to show on the invoice and then suddenly disappear, I recommend contacting our Customer Live Support team to investigate it further. They're fully equipped with tools to pull up your account securely and conduct an inquiry to identify the cause and provide the best solution.

Here's how you can reach them:

Go to the Help menu, then select the Search tab.
Click Contact Us.
Choose a topic, then enter a brief description of your concern and hit Continue.
Pick either Chat with us or Have us call you and start connecting with them.

For additional reference, you can use the following article to personalize invoices in QuickBooks: Customize invoices, estimates, and sales receipts in QuickBooks Online.

In the meantime, if any other concerns arise or if you have additional questions, please don't hesitate to add a reply below. I'm here to ensure you'll receive the help needed.

S

secampbeAuthor

I was really hoping that this would be corrected quickly since it not only affects my work product but also is something that my Customers can see every time I send out an invoice for a project. They get irritated because information isn't being sent to the email address they have requested I use. I'm irritated because i have to keep track of the growing number of projects that I need to manually check and edit before sending out invoices too. And you can be sure that I'm not falling on that sword - I tell every single one of them who is at fault. I have an Intuit investigation number for this particular problem; it is INV103601 and was created on 6/27/2024. The problem is older than that but they tried to claim it was fixed, closed the original number, and can't reopen it once it's been closed. If you have this problem - PLEASE contact Intuit and ask that your account be attached to INV103601 so that they can update you if a solution is found and so they can stop claiming that I am the only person having this issue.

S

secampbeAuthor

FYI, I just got an email today saying that the problem was resolved. It wasn't. I'm still having the same problem. But now that investigation number is closed. Convenient timing considering I published the number on Friday. I called to have the investigation opened under a new number and because I didnt have time to go through another 2 hour long screen share to come up with the same exact problem for a 3rd time - he hung up on me.

C

CrystalD

Just posting to add that this is still a problem as of today, 12/20/2024. Got a snarky email from a client because the invoice went to a previous email address. The client card is correct but if I try to make a new invoice from the project, it shows the correct email address for a second then changes to the old one. I can't review all email address when invoicing each month. It's insane that this thread is from May and this is still an issue.

FishingForAnswers

@CrystalD "It's insane that this thread is from May and this is still an issue."

Oh, they're just getting warmed up.

I've lost count of how many threads on here span years, filled with similar statements to yours.

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded