Autofill doesn't work

Hi there, bjc31166.

Thanks for turning to the Community for support. I want to make sure the autofill function works for you the way it's designed to.

Are you finding autofill isn't working on invoices, or a different area of your account?

As an initial troubleshooting step, I recommend clearing the cache in your internet browser. The cache can become loaded down with older data, potentially causing viewing errors in QuickBooks Online. This article will walk you through the steps of the clearing process depending on which browser you're using: https://quickbooks.intuit.com/community/Getting-Started/How-do-I-clear-my-browser-cache-and-temporar....

If the problem persists, this may be the result of a known issue. Some users have reported similar behavior in their accounts. The engineers are aware of this problem and are working diligently to get it resolved. You may want to give the support team a call to be added to the list of affected companies. Once you're added to the list, you'll receive email notifications regarding the status and resolution for the autofill problem. The number to speak with an agent is 1-800-488-7330. The most up-to-date contact information can be found here: https://help.quickbooks.intuit.com/en_US/contact. You can advise the agent that this is most likely related to investigation #14518.

One way to workaround this function not working would be to type the information in the desired field. This is a temporary fix and you'll be able to use autofill again soon.

I wish you and your business continued success. I'll be here if you have any other questions.

Even though our autofill is set to ON, it is not autofilling and is rather asking every time if we wish to autofill.  Why isn't this working correctly?  

Hello, jlong2.

I appreciate you following up on this thread. It's my priority to make sure the option to autofill info in QuickBooks Online is working for you.

Since the autofill option is turned on and you're still being asked every time if you'd like to autofill, I recommend clearing the browser cache. The cache is in place to collect stored data to make loading web pages quicker and easier. Every so often the cache can get full which can in turn can cause performance errors. Clearing it will force the system to refresh and remove what's causing QBO to not recognize that autofill is already turned on. Here's how to do this if you're using Chrome:

1. Click the three vertical dots in the top right corner.

2. Select More Tools, then Clear Browsing Data.

3. Change the time range to All Time.

4. Only check Cached images and files.

5. Click Clear data.

This article provides similar steps for other browsers: Clear cache and cookies to fix issues when using QuickBooks Online

Feel free to follow up with me here after giving this a try. I'll be here if you have any other questions or concerns.

This is also not working for me even after following the steps to clear cached images and files as well as specifically clearing cookies and site data for "Intuit" then restarting Chrome. I'm sure it's a glitch but please fix soon. Will take me double the time for my bookkeeping services.

We appreciate you for joining in on the thread, jlong2.

If the troubleshooting steps provided on the earlier responses don't work, I'd recommend contacting our Customer Care Team. They can review the details of the scenario and provide you the proper action to get everything working. You can reach them using this link: QuickBooks Online Support.

We'll be right here if you have additional queries regarding this matter.

I'm having the same issues. Out of nowhere autofill stopped working. I cleared my cache twice, and triple checked my settings in Quickbooks, so I'm not understanding what's changed - unless there was an update recently that might have affected this.

Hi n0thanky0u,

Thank you for doing the troubleshooting steps.

There isn't an update about the Autofill feature. I'd agree with James, it's best to contact our Customer Care team so they can check this further using a screen-sharing tool.

If you need anything else, please don't hesitate to go back to this thread.

This is a major problem and our item list search function isn't working properly either.  We talked to tech support for 2! hours yesterday and at the end of the call, she said the second user wasn't able to use autofill.  That is not correct.  It used to work for both users.  Wondering if we need to reload the application?  everything is up to date and the data has been verified.  It is so! frustrating and inefficient.

Thanks for joining this thread, shawn_SHP.
 

I've reviewed our ongoing/solved investigations and can confirm there's currently no records of subscribers reporting that their autofill feature isn't working.
 

Since yours isn't autofilling fields like it should, I'd recommend checking your browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check to see if your autofill feature's working.
 

Here's how to access incognito mode in some of the most commonly used web browsers:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Option + P

If fields are being autofilled while browsing privately, it's safe to say this problem's being caused by your browser. It can be fixed by clearing cached data and Intuit-specific cookies.
 

In the event it continues occurring while using incognito, you'll initially want to try switching to another browsing application.

Here's a list of supported browsers:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari 11 or newer

You can also check a browser's compatibility with your books by utilizing our browser health checkup tool. QuickBooks supports the current and two previous versions of browsers. If you find that you're using an older version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.
 

In the event you've found no problems that could be causing this with your browser, I'd recommend using a different device and/or internet connection. If it continues happening on other devices and/or internet connections, you'll want to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.
 

They can be reached while you're signed in:

1. Use the Help (?) icon.
   
2. Click Contact Us.
   
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
4. Select Start messaging or Get a call.
   

Be sure to review their support hours so you'll know when agents are available.

I've additionally included a detailed resource about system requirements for QuickBooks that may come in handy moving forward: System requirements for QuickBooks Online, Accountant, & QuickBooks Self-Employed
 

I'll be here to help if there's any questions. Have a wonderful day!

I don't use quickbooks online.  I use Quickbooks Desktop for Mac and all the other autofills on my browsers work. It is the multi-user of my quickbooks that doesn't work for invoices and the search of the item list is also not accurate and only pulls up a handful of hundreds!

Hello, Shawn. 

Thanks for getting back to us, and for clarifying your platform. I have a couple of solutions to help you fix the autofill issue on your QuickBooks Mac. 

You might've already tried this during your call with our support, but let's use the Verify/Rebuild tool to fix the autofill issue. A certain data-related problem can cause this. To use the tool: 

1. Go to File, then hover on Utilities.
2. Select Verify Data.
3. Click OK. 
4. Wait for the process to complete.
5. When the Verify process detects some issues, go back to the Utilities selection again.
6. Choose Rebuild Data this time. 
7. Follow the prompts to complete the process. 

Another solution is to do the clean install process. You can read this article for the complete guide: Reinstall QuickBooks for Mac using clean install. 

After fixing the issue, do you need help with the reconciliation routine? This article can guide you through the workflow and details: Reconcile bank and credit card accounts (Mac).

I'm always here to help you out, so don't hesitate to reply if you need help managing your users or transactions. I can also help you out with any other processes in QuickBooks Mac.