Can't search customers with address only name. I have queried this before and have re-installed app as advised but it's still the same?

Hello there, chris427.

You can certainly find customers using their addresses in the QuickBooks mobile app. I tried it in my app, and it works fine.

Since you've already tried reinstalling the mobile app, we can move on to other troubleshooting steps to get the app working properly. 

To start, let's log out of the app and log back in. Then, refresh the app using the Refresh Data option from the Help menu. This will help download updates or apply recent changes to the application.

Otherwise, if the issue persists, I recommend contacting our QuickBooks Online Care Team. They can check if there are similar reports from other users and help open an investigation into this unexpected behavior. Here's how:

1. Log in to your QuickBooks Online company.
2. Click on Help (?).
3. Select the Search tab, then Contact Us.
4. Enter a description of your concern, then hit Continue.
5. Choose a way to connect:
    

• Start a chat with a support.
• Get a callback from the next available support.

Alternatively, you can access your QuickBooks account using a web browser to resume your tasks.

If you have any further questions about the App or any customer-related concerns, please don't hesitate to post them here. I'll be happy to assist. Have a great day.

We have this issue on 2 of our 4 Quickbooks accounts, so it’s not the same on every account.

It’s an odd one, as deleting and re-installing did fix it once, but 48 hours later the same 2 accounts could only search by customer name.

On the accounts where it’s not working , the customer screen looks slightly different. It’s missing the A,B,C…..Z shortcut on the right hand side, and it opens onto the screen with the search box already present and the words “sort and filter” already present (on the normal screen, you have to tap the magnifying glass to bring up the search box).

In theory there is an investigation open on INV-99245.

Hello James Read, thanks for posting on this thread, so the inv you have mentioned is now resolved, it is a case of having to search for customers via their name or number rather than address. It is currently being looked at as a future enhancement but we don't have a timescale for when that will be. 

Hi Ashley

Thanks for this, but I’m confused.

I have 2 x Quickbooks accounts where the IOS app let’s me search any customer field, eg name, address, postcode, phone etc .

I have 2 other Quickbooks accounts (that I can switch to in the app) where it only lets me search by customer name (but used to let me search by any field). I can’t search for any other field (you mention searching by number, but that doesn’t work for me).

The attached PDF shows the difference between the Customer screen, depending on which account I’m looking at. The account that doesn’t work doesn’t have the A-Z shortcuts down the right hand side.

Hello James, thanks for coming back to us with that information and screenshots, we have passed this information on to the higher to look into. 

Thanks Ashleigh 

You're always welcome, James.

Please know that the Community forum is always open to help you again if you have other concerns with QuickBooks.

Hi again.

Are you able to confirm if the case has been re-opened and a fix is being worked on?

Thanks

James

Hi James, thanks for getting back in touch

Our engineering team have concluded that at this time, the behaviour you are experiencing will need to remain to be treated as an enhancement project. 

We don't have a time frame available for enhancement projects but please rest assured that this will be prioritised against ongoing work. 

Should you wish to contact support regarding this again in the future, the reference is INV-99245. 

Hi all

Just to confirm this issue was fixed for us with last night’s app update to 24.03.5 and we can now search customers by all fields.

Separately, I’ve noticed that the app is inserting “-“ into the phone number field, so [removed] becomes 0123 - 45678. If you want to search by number, you have to enter it exactly as QB formats it, eg 0123 - 45678 or it won’t find the number. I will report this separately.