Hello bethanyr,
Don't worry, I'm here to lend a hand with working in your QuickBooks Online account. Seeing all of your active customers is important so that you can do things like keep track of their balances and make new transactions for them when you need to. I want to make sure you're able to get back on track with this.
When you're viewing your customers in the Customers section of the Sales tab, the program should display all active customers for you, including those that have a zero balance. This is something the program does by default, and there isn't a setting to toggle in this instance. Since you're not seeing your zero-balance, my first recommendation is the same as @Leith's, which is to check to make sure that none have been made inactive. To clarify the screenshot they shared, the micro-gear in question is just above the Action column of your customer list. If the customers you're looking for were for some reason made inactive, they'll now be displayed, and you can select Make active from the Action column to bring them back to your active list.
If it is the case that your customers were made inactive and you're not sure why or who may have done it, feel free to check the Audit log feature. Accessed through the main Gear icon in the upper right of your account, this feature shows you the activity of the account, including the creation and editing of customers. When a customer has been made inactive, it'll show in the audit log as Edited customer: [customer name] (deleted). Don't worry, that doesn't mean they were actually deleted. QuickBooks Online doesn't currently have an option to permanently delete customers.
The beauty of the audit log is that it not only shows you what tasks were completed, but who did them. If it was someone else on your team that made the customer inactive, it's worth checking with them to learn why. For your reference, here are a couple of articles about the audit log and managing your customers.
If the customers haven't been made inactive and you're still not finding them, I suggest troubleshooting steps like clearing the cache, using a private browser window, or using another browser type to see if the problem is with any of those items.
Give those things a shot and let me know how it goes. If you're still having trouble, please feel free to share more detail about where you're reviewing you customer list and any other information you feel may help. Just keep in mind that this is a public forum, so if you're thinking of sharing any screenshots, please make sure to blur out any sensitive information.
I hope this helps!
