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Everything you need to know about banking in QuickBooks Online - Discover more
Level 1

Customers have disappeared

QuickBooks Team

Customers have disappeared

Hello, @gdelectrical100.


I'll help you see your customers again in QuickBooks Online (QBO).


You can use an incognito window to access your QBO account and see if the issue results from the historical data in your browser. Thus, it sometimes affects the view and performance of your QuickBooks.


These are the keyboard shortcuts to open a private window, depending on your browser:


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


If you can see your customers, you can return to your original browser and clear its cache, not the cookies, for a fresh start. You can also use another supported, up-to-date browser to narrow down the results.


If you're using the QBO mobile app, you can refresh your data to remove the older cache that caused this odd behavior. Then, uninstall and reinstall the app to start with a clean state.


Additionally, this article can help you add, edit, delete, or merge customers in the future: Add and manage customers in QuickBooks Online.


Feel free to reply on this thread if you have further questions about your customers or any other transactions in QBO. I'd be more than happy to answer it for you. Have a nice day.

James Read
Level 4

Customers have disappeared

If you are talking about the iPhone App….


The iPhone app is currently 100% broken (nothing is syncing correctly, data / invoices / customers / payments etc are missing).


I reported 23rd May. It’s a worldwide issue, with users all reporting slightly different data missing, but the similarity is sync is broken, so data is missing / not synced (totals don’t match etc).

Delete app / re-install (and wait for company data to download) is usually the first test / fix for app issues, and at some point it will be the fix…but not until QB have worked out and fixed the sync issue. After a normal delete / re-install, one of our accounts would take 2-5 minutes to “download company data” (5 years days). Since the bug, it only takes 2 seconds. I’ll know it’s fixed, when it syncs and all the total match (eg overdue invoices show as 2/3m’s what they should be, compared to the web app.


We have multiple accounts and multiple users, so I know when an issue affects everyone…and this affects everyone.


For now, if you want to see correct data on an iPhone, you have to use the web app on Safari via (which is really, really fiddly for the average user to use on an iPhone, so the fix can’t come soon enough).

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