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Terrilum
August 2, 2023
Question

Why are my sub-customers not showing up under the parent account in the receive payment screen?

  • August 2, 2023
  • 7 replies
  • 0 views
Original commenter did not share additional details

7 replies

Bryan_M
Bryan_M
August 2, 2023

I'm glad to have you here, @Terrilum.

 

I know this issue has been bothering you to move forward on receiving payment. Let me help you fix this.

 

To ensure the name is listed as a sub-customer, we can check it in the Customer & leads section, then click Customers. The list of the sub-customer shouldn't be in line with the parent customer. See the sample screenshot below:

 

After we confirm that it is listed correctly. Let's try to refresh our QBO page, then check the receive payment screen again. If this doesn't work, we can perform some basic troubleshooting steps to determine if this is a browser-related concern. 

 

To start, let's open our QBO account through incognito mode to avoid storing cache files that may cause unnecessary behavior whenever we run a web-based program. You can use the shortcut keys below:

 

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

After that, go to your Receive Payment page and check your sub-customers. If the Sub-Customers are now correctly listed under Parent Customers, let's clear the cache of your regular browser to remove piled-up data. 

 

If the issue persists, you can use another supported browser or device. There's a possibility that the current one you're using has a temporary issue with the program.

 

Here are some articles that will help you run reports in QBO to review your customer transactions:

 

 

Thanks for your time today. Please visit us anytime if you need anything else with managing your customer lists. I'm here to help. Keep safe.

TerrilumAuthor
August 3, 2023

Hello, after attempting all your suggestions I am still having the same problem. 

CharleneMaeF
August 3, 2023

I'm fully committed to resolving this issue, Terri.

 

I replicated your concern and was able to view and select the sub-customer on the Receive Payment page. For visual reference, I've added a screenshot below.

 

Usually, logging into your account using a private or incognito mode can resolve the problem. When you use a regular browsing mode, it stores cache data to load web pages quickly. However, excessive amounts can lead to issues that impact the appearance and functionality of the program.

 

Since the issue persists, I recommend contacting our QuickBooks Support Team. They have tools to help you investigate why your sub-customers are missing and provide additional solutions to fix this. 

 

Here's how:

 

  1. Go to the Help (?) icon at the top.
  2. On the Assistant tab, click Talk to a human.
  3. Enter your concern in the Type something field, then click the Send icon.
  4. Click on I still need a human.
  5. Select Get help from a human.
  6. You can either select Chat with us or Have us call you.

 

Moreover, please ensure you deposit the funds into the appropriate accounts upon receiving the payment to prevent any discrepancies.

 

Linking the correct payments to your sub-customers is our goal. Please keep us posted if you need additional assistance managing your sales transactions. 

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