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All my contacts and invoices for my business are missing?

 
1 Comment
QuickBooks Team

All my contacts and invoices for my business are missing?

Hello kristinaspromaid,

 

Don't worry, I'm here to help you with learning what's happened in your QuickBooks Online account that's caused your contacts and invoices to go missing from your books. Having this information available to you is vital, and I have a few ideas of what might have happened.

 

One of the great things about QuickBooks Online is that you can have multiple subscriptions under one set of login information. That benefit can also sometimes cause confusion if you accidentally open a second account with the same login details or are looking at the incorrect account. The easiest way to check if either of these are the case is to follow these steps in a browser.

  1. Click the Gear icon.
  2. Choose Switch company.

This will take you to the list of all companies associate with your QuickBooks Online login information. There, you might see that you've got multiple active companies or some expired and some active. I recommend checking through these to see if one of them has the invoices and contacts you're expecting to see.

 

The other important thing to consider if your login information overall. I've seen instances where users start with the mobile app, then go to access QuickBooks Online via browser and create a new company by accident because they think they need new login details. The browser and app use the same login information, however. If you find you're using different login information between the mobile app and the browser or even just different login information than you were using before, it's likely that you have a secondary account.

 

If you do find you have a secondary account that you don't want, I recommend taking a moment to cancel that so you don't have duplicate charges as well. Here's an article that can help with those steps: Cancel your QuickBooks Online subscription

 

My other thought of what could be causing this is that you're having a cache, browser, app, or Internet issue. The following steps help sort those out, so I encourage you to go through these.

If you're still having trouble or would like to verify with QuickBooks Online support whether you have a secondary account that you're not aware of, please use one of the following options to get in touch. This provides us the opportunity to securely work with you to gather the information we need to work this out.

 

Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.

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