I am unable to edit Custom Report Groups in QuickBooks Online (Unable to add recipients, change schedule, & similar). Has anyone else run into this and found a solution?

Hey there, dfriedrichs. Let me route you to our support. 

There's an ongoing investigation (INV-95333) in QuickBooks where you're unable to edit your Custom Reports. I recommend contacting our online support so that they can add you as one of the affected users.  

Please know that there's no specific timeframe for when this matter will be resolved. But once done, you'll be able to receive an email coming from QuickBooks.  

Here's how to contact our support:

1. In your QBO account, select Help (?). 
2. Choose the Search tab.
3. At the bottom of your screen, click Contact Us.  
4. Type your concern. Then click Continue. 
5. You may choose Callback, Appointment, or Chat as your way to connect with us. 
6. Kindly fill out the provided field such as your First name, Last name, Email address, and Phone number. 
7. Depending on what you choose as your way to connect with us, click Callback, Schedule an appointment, or Chat. 

You may also want to learn more about the Support hours of QuickBooks.

Furthermore, you can refer to these materials to learn more about reports and memorize reports: 

• Run reports in QuickBooks Online
• Memorize reports in QuickBooks Online

If you have further questions or clarifications, please feel free to do so by entering it in the comment section so that we can assist you. 

Hi Izra, 

Thank you for your reply. I had previously read these recommendations and have followed them, specifically, I have cleared my cache, deleted my intuit cookies, attempted to run in different browsers, including in Private and Incognito mode. I also had another user in my organization attempt to edit a custom report group and they had the same experience. 

I believe I am impacted by known issues regarding the edit button in custom reports in QuickBooks Online and should be added to the list of affected users with this investigation number: INV-95333.

Thank you for the clarification, dfriedrichs.

Yes, you're right. I made some changes in my previous post with the help of the information you've added. 

Please hit the reply button if you have further information or concerns regarding on reports. I'm more than happy to assist you. 

I am having this same issue for about a month or two now. 

I know you've been in a tough spot here, @acctcontroller. I'm here to help you get past this situation.

A cache-related issue is likely causing the inability to edit custom report groups. If this is the case, you can perform some troubleshooting steps. You can use a private or incognito window to rule out cache problems in your browser. Here are the shortcut keys:

• For Mozilla Firefox browser: Ctrl + Shift + P
• For Google Chrome browser: Ctrl + Shift + N
• For Safari browser: Command + Shift + N

Next, log in to your QuickBooks Online (QBO) account and re-edit the custom report group. If it works, you can clear your browser's cache. This removes the webpage data that's causing the issue. If a private browser doesn't work, you can use other installed supported browsers as another option.

If the issue persists, I recommend contacting our support team. This way, they can take a closer look at your account and provide a resolution.

In case you want to personalize your sales forms, you can check out this article for guidance: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Get in touch with us again if you have other queries besides editing your custom report group. We'd be glad to help.

I contacted support via the instructions provided through the CHAT function and was added to the list for the investigation. I'm disappointed that there is no timeframe for resolution. This is required functionality, we are paying for it, it worked before, now it is broken and does not work. We have costs involved in the manual work arounds we are having to implement. Can we get  REFUND of our QuickBooks licensing subscription fees as our manual work around costs far exceed what we pay for QuickBooks annually. We license the software to make us more efficient, not less efficient. Just trying to put this into perspective that it should be taken much more seriously at QuickBooks and resolved immediately. 

I am having this same issue and it is incredibly frustrating. I have called QBO call support three times now. Finally I saw this thread and asked to be added to this investigation. There seems to be no resolution in sight. It is a key functionality and I would also like my fees waived until fixed. 

I am having this same issue. I have called QBO three times now without a resolution. Each time the rep tries to walk me through the same troubleshooting which DOES NOT WORK. Each time they take poor notes and then the case is automatically closed a few days later, even without resolution- what a terrible way of solving problems. Just ignore them until the case closes automatically. I have asked to be added to the INV # but both of the following investigations deserve attention by QBO. 

QuickBooks Support - I hope you can see from the overwhelming response to this thread, that this is a significant bug in your product and is causing material costs and inconveniences to your customers. Please chime in here with some meaningful information (not a rehash of clearing caches, etc., none of that works) on when this bug is being resolved. 

Another week with no resolution. Another several hours of my time spent sending reports that should be able to be sent automatically. Can QuickBooks provide me with an assistant to generate and send reports while this issue is being resolved?  I only need about 3 hours per week, that should not be too much to ask.

This is incredulous that it is taking QuickBooks so long to fix this!!!!!!!!!!!!!!!!! Is anyone really even looking at this at all????? 

I can completely understand what you are going through regarding your concern. I also know how precious time is for you and the relevance of setting an email schedule for a custom report, dfriedrichs.

For now, we're unable to provide an exact workaround as the same process of email schedule for custom reports while this issue is ongoing. However, you can manually email directly a specific report after customizing the report.

Here's how:

1. Choose a particular report and customize it.
2. Choose the Email icon and check the report preview. Then, click Email.
3. Enter or update recipient's email address, subject, email body, and report title.
4. Click Send.

On the other hand, rest assured our product engineers are now working to fix the issue as soon as possible. Then, since you already contacted our support team and a ticket has been raised to add you to the list of affected users, you'll receive updates through email once the issue is resolved. Also, you may reach out to our support again if you need more details about the case.

In case you need steps on how to print and export different reports in QuickBooks, you can read this article: Run reports in QuickBooks Online.

Keep me posted if you still have concerns managing your reports or need help completing tasks inside QuickBooks. I'll be more than happy to lend further assistance, dfriedrichs. Take care!

Buehler? Buehler? Anything? 

Is there ANY UPDATE at all for this investigation: INV-95333.

Hi there,

I understand that resolving the issue with the Report group is a top priority for you. 

After checking the status of INV-95333, I found that it has been marked as closed and resolved. However, if you're still experiencing the same problem, I recommend that you contact our Customer Care Team. They will be able to look into your account securely and investigate the root cause of the problem.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future reference, here's an article you can check for the best practices when reconciling your account: Learn the reconcile workflow in QuickBooks. It also provides information on what to do when encountering challenges during the reconciliation process.

If you have any further concerns related to QuickBooks, please do not hesitate to reach out to us. Have a great day!

I am having the same problem.  I have been able to change some parameters of an existing report, but I cannot delete it from the group it is in because the Edit button does not work. Yes, I've done all of the usual things - clear the cache, change the browser, use an incognito browser, etc.  I understand that this has been going on for some time.  When can we expect a fix?

I wouldn't want you to go through this kind of event, jgcg. However, I value the time and work you invested in troubleshooting the problem.

The investigation mentioned above is already closed. However, we're still receiving similar cases or reports which prompted us to open a new one. To be notified once the issue is resolved. I encourage contacting our Support team so they can add you to the list of the affected users. 

Here are the steps to contact us:

1. Go to the Help menu and select the Search tab.
2. Then, click Contact Us.
3. Then, enter a brief description of your concern and select Continue.
4. Lastly, choose either Start a Chat or Get a Callback to start connecting with them.

In addition, here’s an article that'll guide you on how to personalize and memorize the information on your report:

• Customize reports in QuickBooks Online.
• Create, access, and modify memorized reports.

If you need any additional help managing your business finances or other data reports in your file, please don't hesitate to respond to this post. I'll be available at any time to offer more assistance. 

Open and log in to Quickbooks in a new browser, where you will have a fresh cache. Problem gone...

Clearing the cache does not help, nor does using an incognito browser.

I understand how important it is to be able to edit custom reports in QuickBooks Online (QBO), jgcg.

I've checked our system and found that we have an newly opened investigation (INV- 98898) regarding the ability to edit the email schedule for a custom report. Our engineers are working to resolve it as soon as possible.  We will provide updates as soon as we have more information.

While our engineers are looking into this, I recommend contacting our Support Team again. This way, you'll be added to the list of affected users. You can follow the steps provided by my colleague above on how to reach them. 

Additionally, you can check the following articles for further details on handling reports and other data in QuickBooks:

• Customize reports in QuickBooks Online
• Memorize reports in QuickBooks Online

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care!

When I say a new browser I mean, a browser of another type. If you're having the issue in Firefox, open Quickbooks in Chrome or Opera instead. So you're in effect starting afresh and leaving behind whatever is in the cache and cookies from the old browser causing these issues... the software guys have in this instance overengineered things, in thinking that it would be handy not to have to put in dates for reports, something that only takes 30 secs!

When I say open a new browser window I mean switch browser type completely. If you are using Firefox, open Quickbooks in either Chrome or Opera. That way you will be starting afresh with a clear cache and cookies. The software guys have over engineered this aspects of reports in thinking it would be handy to not have to put in dates for each report. It only takes 30 secs and would be much better to enter the dates you want yourself instead of having 'smart' software doing something itself and causing these issues...

Of course I tried different browsers instead of just a new browser window.  I tried Chrome and Edge, I mentioned using an incognito window (in each browser) also, because so many times QBO problems are cleared up by simply clearing the cache or using incognito.  I can still not edit or delete any automated reports.

Thanks for getting back to the thread and following the suggestions above, @jgcg.

Based on the previous reply of my colleague LeizylM above, we have an open investigation regarding the ability to edit the email schedule for a custom report. Our engineers are all hands on deck working towards finding a permanent resolution. 

If you haven't contacted our QuickBooks Support yet, I'd suggest doing so. This way, you'll receive email notifications about the progress of this investigation. Simply follow the steps provided by my colleague in the thread on how to connect with them.

Please note that some reports may look different depending on whether they're in classic view or a new enhanced experience. To learn more about this new platform, check out this resource: Customize reports in QuickBooks Online using modern view.

I appreciate your patience while we're working through this. Don't hesitate to visit the Community if you have other product concerns or additional questions about editing Custom Report Groups. I'll be delighted to provide the assistance you need, jgcg.

This is a horrible reply. As the initiator of this ticket, I was supposedly included on the aforementioned incident for notification. As I later found out, the incident was closed and I never received a notification. Now referring to a prior notification without taking 2 seconds to look and realize the incident being referred to has been closed for months, then stating that engineers are "all hands on deck" is just false.  Step up your game Intuit QuickBooks. This is your product. Own It! 

I believe I am impacted by known issues regarding the edit button in custom reports in QuickBooks Online and should be added to the list of affected users with this investigation number: INV-95333.

Thank you