Import Custom Forms recently removed Custom1/2/3 fields from the dropdown. Templates that imported fine last week no longer work. Anyone else seeing this? QB can't help.

Fiddler · ‎April 20, 2021

This just started happening. It used to be fine. Using MS Word .docx file but it did not change since the prior successful import.

Fiddler · ‎April 22, 2021

Thank you for the follow up. While the chat support reps were all extremely patient, it took over two hours for me to figure out the problem myself (after spending nearly a week on this issue with other reps).

The three custom field names had been changed by the QB Guru from the default (custom1, custom2, custom3). That is why the imported .docx Word templates did not map. This should be tech support 101 in my opinion. I am very new to QuickBooks Online, but not to tech support (30+years CIO).

I believe it would be in Intuit's best interest to evaluate what happened here, examine why it took 4 different agents, and where training and an escalation path might be improved. This will save you time, money, and customer patience.

View solution in original post

SarahannC · ‎April 20, 2021

Hello there, Fiddler. Hope your day is good.

There are ways that we can do to resolve this behavior.

We can start refreshing your browser by clicking the Reload icon or pressing F5 on your keyboard. Then, log in to your account through an incognito window. This doesn't use the existing cache files, which makes it a good place to determine if there's an issue with the browser. Here are the keyboard shortcuts:

Safari: Command + Shift + N
Google Chrome: CTRL + Shift + N
Mozilla Firefox or Microsoft Edge: CTRL + Shift + P

If the missing fields appear and the imported forms work fine, let's clear the cache of your main browser. This helps the program to work efficiently. Also, you can use other compatible browsers.

When you import another custom form style soon, you can read through these guides for more details:

Import custom form styles for invoices or estimates. This article provides commonly asked questions about importing custom form styles.
Learn how to personalize and add specific info to sales forms. You'll get more tips on how to customize the custom form you used.

Feel free to go back here if you have additional concerns or need further assistance with this matter. I'll be here to help. Otherwise, you can enjoy your day.

SarahannC · ‎April 21, 2021

Hi Fiddler,

Hope you’re doing great. I wanted to see how everything is going about the the imported forms. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.

Looking forward to your reply. Have a pleasant day ahead!

Fiddler · ‎April 22, 2021

Thank you for the follow up. While the chat support reps were all extremely patient, it took over two hours for me to figure out the problem myself (after spending nearly a week on this issue with other reps).

The three custom field names had been changed by the QB Guru from the default (custom1, custom2, custom3). That is why the imported .docx Word templates did not map. This should be tech support 101 in my opinion. I am very new to QuickBooks Online, but not to tech support (30+years CIO).

I believe it would be in Intuit's best interest to evaluate what happened here, examine why it took 4 different agents, and where training and an escalation path might be improved. This will save you time, money, and customer patience.

Fiddler · ‎April 22, 2021

We had already tried this in chat support, to no avail.

I figured it out myself after being shown where the Custom fields live.

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Import Custom Forms recently removed Custom1/2/3 fields from the dropdown. Templates that imported fine last week no longer work. Anyone else seeing this? QB can't help.