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g8m8senterprises
Level 1

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

 
9 Comments 9
Anonymous
Not applicable

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

Hello, g8m8senterprises.

 

This issue has already been reported and our developers are working around the clock to fix this. It’d be best if you get in touch with our support team to add your details to the list of affected users. Here’s how to reach them: 

  1. Click Help at the top. 
  2. Select Contact us. 
  3. Provide a brief explanation about your concern. 
  4. Select Let’s talk. 

For now, you can edit the 'notes' section on the customer and put in the address information. Then you can go to the customer's page and copy/paste the address into the invoice.


Please let me know if you have other questions about QuickBooks. 
 

Kazzag33
Level 1

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

This problem was brought up in 2019 they were told it was being fixed, well it keeps happening to me with all editing and it is now 2022, please someone give me a clue, how do I save any changes for customers in invoices or any editing changes whatsoever, there is no SAVE icon. 

IntuitSheila
Level 8

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

Hi Kazzag33,

 

Thanks for posting in the Community! Let me guide you how to update a customers email address in QuickBooks Online. You can go to the customer's information to update the email address. Here's how:

 

  1. Click on the Sales tab.
  2. Click on Customers, locate and select the customer name.
  3. Click on Edit button.
  4. Under the Email field, update the customers email address.
  5. Click on Save.

If you've done the steps above, and the issue persists. Have you tried to log in using a new incognito window (private browser) to isolate the situation? If not, we'd recommend doing that too. Let me show you how:

 

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

 

Then, log in to QuickBooks Online and attempt to edit a customer's email address once more. If you're able to edit the customer's information, I'd recommend going back to your regular browser and clear your browser's cache.

 

To learn more about how to update customer's email address, you can check this article Edit customer information for more detailed information.

 

Drop a comment below if you still need help with updating customer's information. We're here to help you.

Working_again
Level 2

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

None of your suggestions work.  The email keeps defaulting back to the original one and won't allow me to change to a new one.  This means that, for one of my customers, my invoices go to the wrong person!  So, I have to remember to save the invoice and email it as an attachment.  It's very annoying and embarrassing.

JamesAndrewM
QuickBooks Team

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

It hasn't been easy for you and your business. 

 

Since something like this happens, I recommend contacting our QuickBooks Online Support Team. It allows them to look into your account and confirm the problem.

 

To speak with one of our experts from QuickBooks Online Support. Please follow the steps below to contact support:

 

1. Sign in to your QuickBooks Online company. Click Help (?).

2. Select either tab: Assistant or Talk to a Human.

3. Search or select Contact Us.

4. Start a chat with a support expert.

 

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

 

You can utilise this article for future reference: Common custom reports in QuickBooks Online.

 

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead.

Scissor smith
Level 1

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

Sept 24 2024 worked fine Sept26 2024 

the .com part of the address was changed to .con I can not edit it on Quickbooks online

KimberlyS
QuickBooks Team

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

We can perform some troubleshooting to isolate issues that prevent you from editing your customer's email address, Scissor smith. I'll lay down the detailed process here to guide you thoroughly.

 

Beforehand, we would like to ask if you encountered an error message when modifying a customer's email address. Also, what specific behavior can you observe during the action? This information can help us identify the most relevant resolution and resources we can share with you.

 

In the meantime, let's troubleshoot your browser to prevent outdated data from interrupting your navigation experience. Websites, like QuickBooks Online, accumulate cache files that can get corrupted as time passes and cause unexpected behaviors. 

 

To begin with, please access your company using a private window to start fresh. You can refer to these keyboard shortcuts:

 

  • Google Chrome: Ctrl + Shift + N
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Shift + Ctrl + P
  • Microsoft Edge: Ctrl + Shift + N

 

Once everything works well, revert to your regular browser to clear its cache to refresh the website's preferences. Utilizing system-supported browsers can also maximize your experience, avoiding related issues when performing different business tasks.

 

On the other hand, you might want to scan this article to notify your customers of their outstanding balances and dues: Create, send, and manage customer statements in QuickBooks Online.

 

If you have other questions about updating customer details, communicate them with us in this thread. We're always here to offer guidance to ensure you can perform your accounting tasks seamlessly with QuickBooks Online.

glennd
Level 1

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

This is NOT a cache issue.

 

Apparently this has been a KNOWN issue since 2019, according to this thread.  I changed the email address in the CLIENT INFO, yet when I send an invoice it has been defaulting to and old, NON-WORKING email that is no longer operating at my client.  You have made me look like a total freaking idiot and incompetent and may very well have cost me $60,000.  You need to have one of your high level decision makers reach out and explain how this alleged "cache" issue has been persisting for 5 years and you haven't fixed it.

IntuitSheila
Level 8

I'm trying to upate a customers email address when I change it, I'm unable to save the change?

Hi Glennd,

 

I can understand the need to be able to send the invoices to the correct recipient in QuickBooks Online. There isn't any reported product investigation in the QuickBooks Online Australia version. 

 

For us to better assist you, I recommend contacting directly our Customer Success Team. That way, an agent can escalate the issue encountered to our engineers and they can also ask for your details in a secure form.

 

To contact support:

 

  1. Sign in to your QuickBooks Online company. Click Help (?).
  2. Select either tab: Assistant or Talk to a Human.
  3. Search or select Contact Us.
  4. Start a Chat with a support expert or Call us.

Post again in the Community if you have further questions about QBO.