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kbbk
Level 2
posted
‎March 13, 2020 03:46 PM
last updated ‎March 12, 2020 9:46 PM

Is anyone else finding that email address's are not being held once a sales invoices has been saved or imported from another system?

 
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3 Comments 3
Intuit Zac
Content Creator
‎March 13, 2020 04:25 PM

Is anyone else finding that email address's are not being held once a sales invoices has been saved or imported from another system?

Hi Kbbk, 

 

Thank you for reaching out on this. 

 

So that we can better support you on this, do you mind if I ask which 3rd party app you have integrated with your QuickBooks Online file to bring in sales invoices, please?

 

Thank you and please let us know. 

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kbbk
Level 2
‎March 13, 2020 05:12 PM

Is anyone else finding that email address's are not being held once a sales invoices has been saved or imported from another system?

Hi - the client is using Timely.  Normally the email address sits in the sales invoice once it has transferred over.  At the moment when I open a sales invoice there is no email address there, even though it is in the card file.

Cheers

Kell

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Michelle_b
QuickBooks Team
QuickBooks Team
‎March 13, 2020 06:44 PM

Is anyone else finding that email address's are not being held once a sales invoices has been saved or imported from another system?

Hi there, @kbbk.

 

Thanks for the quick reply. I'll ensure that you're able to see the email address associated with that invoices in QuickBooks Online. 

 

Let's perform a few troubleshooting steps to get rid of the problem. To begin, access your account using an incognito or a private browser. These browsers won't save any internet files. 

 

Here are the shortcut keys:

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

Once logged in, open the transactions again and check the email address if it's showing up. If the private browse works, I recommend clearing the cache on your regular browser. Clearing your browser history, cache, and cookies can protect your privacy and see the latest information. Using another browser is a good alternative too. 

 

However, if the issue persists, I suggest communicating with the Timely support team. They can discuss and share details about how you can fix the email addresses not showing up in QBO.

 

Here's how: 

  1. Go to this link: https://help.gettimely.com/article/92-integrating-timely-with-quickbooks-online.
  2. Click Contact on the upper right side.
  3. Complete the needed information.
  4. Hit Send. 

You can always print, email, export and run the Invoice List report from the Reports menu. This way, you can check each customer's balance by customising the report. For more information about the process, check out this article: Customise reports in QBO. 

 

Let me know if you have another concern. I'm always here to help.

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