Search Box - not being able to search with Post Code anymore

Hi there, amandastahel. I'm here to ensure you can search your customers using their Postcodes.

Beforehand, I'd like to know which search box you used to enter the Postcode. Did you utilise the Magnifying Search icon or in the Customers section? Sharing screenshots would be a great help, too.

In the meantime, I recommend logging out and logging back into QuickBooks Online (QBO). Doing so refreshes your account so the updates take effect. 

If this isn't the case, I suggest accessing your QBO account using a private window. This way, we can determine whether this is a browser cache-related issue. The browser utilises cached data to load web pages quickly. However, excessive cache can lead to problems that impact the appearance and functionality of your account.

Using a private window helps us verify the issue since this doesn't save any data files. You can refer to these keyboard shortcuts to open an incognito window:

• Ctrl + Shift + N for Google Chrome browser)
• Ctrl + Shift + P for Mozilla Firefox & Microsoft Edge browsers
• Command + Shift + N for Safari browser

If the customer's name shows when searching using the postcodes, I recommend clearing your regular browser cache. This deletes all the data from your browser and optimizes its performance. Using other supported browsers also helps us verify if this is a browser-specific issue. 

Once you're all set, I've added these articles to help you  gently remind customers about invoice due dates and track the payments when they paid the amount:

• Send invoice reminders in QuickBooks
• Record invoice payments in QuickBooks

I'll be around if you need more help searching customers, transactions, and other info in your books. Keep me in the loop by tagging me in your reply. Keep safe!

Hi Charlene, 

Thank you for the instructions to try, but none of them made any difference.

I am trying to search using the Magnifying Glass and in the past when you type in the postcode the relevant customer would come up.  I have attached screen shot of what happens now.

Thank you  

I appreciate you performing the troubleshooting steps and sharing a screenshot, amandastahel.

I've checked our system, and there's no ongoing investigation related to the issue you've encountered when searching using postcodes.

To ensure the issue gets further investigated and determine why the Search box can't provide the customer's name, I recommend contacting our QuickBooks Technical Support. They're equipped with tools to pull up your account and can securely perform screen-sharing to drill down the root cause for this. Before doing so, please check out our support hours to ensure we address your concerns timely.

Here's how to connect with us:

1. Click the Help icon.
2. Select Contact Us.
3. Enter "Search box not showing the customer's name when searching using postcodes" in the description, then click Let's Talk.
4. Choose Set up a callback or Start a chat.

Moreover, when the tax year comes to an end, ensure your books and payroll data (if available) are well-organised. These resources provide the necessary steps to get everything sorted in your QuickBooks Online account so that you can start the new year off correctly:

• Year-end guide for QuickBooks Online
• Year-end guide for QuickBooks Online Core Payroll

Lastly, if I can be of any additional assistance, please don't hesitate to let us know by clicking the Reply icon. I'll be right here to keep helping.

Thank you Charlene.

I will contact them

Kind regards

Amanda