Unable to enter payment reference number when marking a bill as paid

Hi Clare7403, thanks for posting on the Community

To check for any browser issues that may be causing this, please try opening QuickBooks via a different browser or incognito browsing window. If you're able to enter the text as expected there, consider clearing the cache and Intuit-specific cookies on your normal web browser to fix. :)

Hi GeorgiaC,

I have tried all as recommended and still have the same issue. Reference number is still greyed out with "To print" in the box.  Even I go into the payment itself, I can't edit that info. 

Thanks 

Clare

Hello, @Clare7403. I'm glad to hear that you've taken the advice provided above. Let me offer additional troubleshooting steps to ensure you can enter a payment reference no.

Following the recommended steps above, you can also open your QuickBooks Online (QBO) account using other supported browsers to learn what browsers need for the best experience when using QuickBooks.

If the Reference no. field is still greyed out, I recommend reaching out to our Phone Support team. They have all the tools to pull up your account securely and further investigate the root cause of the issue. 

Here's how you can reach out to them: 

1. Go to the Help icon in the top right-hand corner.
2. Select Search, then press the Contact Us button.
3. Enter your question in the box and hit Continue.
4. Choose the best way you'll want to reach out to us.

Be sure to check out their available hours when contacting them to ensure we address your concern promptly.

Moreover, I'm adding these articles to learn more about managing bills: 

• Enter and manage bills and bill payments in QuickBooks Online 
• Upload your receipts to QuickBooks Online

Stay in touch if you need additional assistance managing bill payments in QBO. The Community is available anytime to answer your questions. 

Thanks, I will need to call as tried all the steps as mentioned, multiple browsers, incognito windows, rebooted device after deleting cache history data but still seeing the same issue.

All sorted now. Thank you!