I am unable to enter payment reference number when paying bills. It is greyed out and has "To print" in the box and unable to change it. This is where I record if it was Visa, Direct Debit or BACS payment as an example
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We appreciate you trying those steps, @Clare7403, and hope our team are able to get to the bottom of this with you soon. :)
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:
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:
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.
We appreciate you trying those steps, @Clare7403, and hope our team are able to get to the bottom of this with you soon. :)
I have exactly the same issue and have tried changing browsers, clearing cache, cookies etc.
When I click through for the magic solution in the thread, the user seems to have got a fix through chat, but this is not explained or detailed.
This feature worked fine for me until yesterday, when I issued a customer refund which somehow seems to have altered the default from consecutive numbering to the greyed out box "To Print".
I want to give my BACS payments reference numbers as usual.
Hi bigredbucket, thanks for joining this thread
I appreciate you trying those troubleshooting steps. I can see that the original issue was resolved by creating test transaction.
To do this, please create an expense from the + New button and assign a Reference number here. Save the expense and once saved, delete the entry (select the magnifying glass to quickly view and access recent transactions). The greyed-out "To Print" option should no longer appear going forward when using the Pay bills function.
Thanks for reaching Intuit support. We'll be here if you need any further help.
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