I use Quickbooks online and I'm having an issue with email addresses not being saved properly.

Jessica124 · ‎October 25, 2023

When I send out statements monthly QuickBooks indicates that a portion of the clients I have statements for do not have email addresses associated with them. No problem, I add the email address to the client record directly. (Not to the email address field in "Create Statements"). Then I go back to the statements screen to see that all the email addresses I have added to the client record now show up in the statement screen and I am able send out all my statements.

But when I go send statements the next month many of the previous email address I have entered are no longer in the system. Some have saved and some have not. Last month I entered 34 email addresses in the client record and today 14 of those email addresses are no longer saved.

Please help! Entering email address over and over again every month is very time consuming.

JamesM4 · ‎October 25, 2023

Hello Jesica124,

Welcome back to the Community. It's important you're able to add and save your client's emails without running into issues. Rest assured, I'll be happy to assist you so you can get back to doing what you enjoy.

Based on the details you've provided above, I suspect this may be a browser-related issue that's causing the discrepancy you're experiencing. Clearing cache and cookies helps with fixing most browser issues. You can do this by following the steps in this article: Clear Cache and Cookies.

Give this a try and let me know if the emails are saving correctly. I'll be here in case you have other questions.

Jessica124 · ‎October 27, 2023

Thanks for the reply. I will give that a try and let you know if it fixes the problem.

Jessica

Trish_T · ‎October 27, 2023

Perfect. Let us know the outcome. We are here for you!

Jessica124 · ‎November 29, 2023

I have figured out that the third party database we use was causing the email address to disappear. If a client had an email address in QB but no email address in the database the "blank" email address in the database would overwrite the email address in QB. So, as long as I have the email addresses in the database they will remain in QB!

Amanda-B · ‎November 29, 2023

Thanks for the update Jessica124.

I'm happy to hear you were able to get this figured out. Please don't hesitate to reach back out if you have any other questions.

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I use Quickbooks online and I'm having an issue with email addresses not being saved properly.