I am trying to add purchasing information to set up a product and it is not allowing me to check the box. This has happened before - can anyone help me with this?

It's possible that you've entered a Bundle item, teambrown.

The Purchasing information field is available for Inventory, Non-inventory, and Service items.

If you select any of these items yet, you're still not able to enter purchasing information, we can perform some troubleshooting steps to determine the cause of the issue.

Let's open QuickBooks on a private browser. This type of window doesn't store any file history that helps us to work on QuickBooks simultaneously. If it works, we can go back to a regular browser and clear its cache. Once cache is piled up, it can cause some unexpected issues on the pages we've opened. 

You can also switch to a different browser like Mozilla Firefox, Internet Explorer, Google Chrome, or Safari. There are times that the current browser we're using has a page maintenance.

If you want to change the item type, you can check this article: Change Product and Service types.

You always have me if you need help setting up an item.

Thank you for the response - I tried on Safari and had the same issue.  This has happened before and it mysteriously started working one day after spending a long time with someone on chat.  I checked and I am trying to add a non inventory item - doing what I did earlier - nothing strange that I can see about my record.  

Thank you very much for saving me some time.  Last time this happened I was on with someone for 1 hour before they finally - at my suggestion asked a question about a system issue and of course - they then told me there was an issue.  I will wait for it to straighten itself out - it did last time after a few days.

I really appreciate your help!

Has this been corrected? I too am having this same problem. I am trying to add purchasing information for non inventory items and the box is grayed out. 

Thanks! 

Thanks for reaching out, @TMull18.

Hope you're having a great day. It looks like our engineering team is still working towards a resolution. If you haven't already, I recommend reaching out to our Support Team by following the steps outlined above by @JamesDuanT. They will be able to add you to the list of affected users so you can receive updates on the issue as the development team works towards a resolution.

If you'd like to learn more about Cost of Goods Sold, I recommend checking out: Understand inventory assets and cost of goods sold tracking

Just hit the Reply button below if you have any other questions. I'll be here to ensure you get back to business.

I am still having this issue - it has been 2 week and this is unacceptable for the cost I pay for this simple function to not be working - very frustrating - I am unable to enter in items that need to be accounted for.  Any more updates on when this will be fixed?

Our engineers are still fixing this issue, teambrown.

I have a workaround for you so we can add the purchasing information.

When setting up an item/product, let's uncheck first the Description (I sell this product/service to my customers.) tickbox. This automatically check the Purchasing information (I purchase this product/service from a vendor.) That way, we can the purchasing information. Once done adding it, check again the Description tick-box, then add its description and other details.

I also want this resolve. Rest assured that they are working to get fix as soon as possible. Please follow my workaround and contact our Customer Support Team if you haven't yet. You can refer to the steps above in reaching out to them.

Comment again if you have other concerns. I'll be here!

Thank you for the help - the work around did work- I wish I would have had this info 2 weeks ago or that Quickbooks would send out an email with the issue - I can't image I'm the only one with this problem - I am bothered that I now am 2 weeks without a fix but I still have to pay my full price.  Just a very frustrated customer.

The work around worked for several days but now it will not allow me to uncheck the description box to add the purchase info.

Do you have any idea when this will be fixed ?  This has taken a very long time to fix?

Hello, @teambrown. 

This is not the kind of service we want you to experience. 

For now, we don't have a turn around time as to when this will be fixed. Rest assured, our engineering team is working hard to resolve this problem permanently.   

I'd recommend reaching out to our Customer Care Team. They can add your company to the list of affected users and will keep you updated for any resolution.

You may also check the QuickBooks Blog website to know more about the new features released in QuickBooks: The QuickBooks Blog. 

Please let me know if you have any other issues or concerns. I want to make sure everything is taken care of for you. Have a great day!

It has now been almost 1 month since I asked for help with this issue and an shocked that it is still not fixed.  It is a function I use every time I enter in a new product and I have over 500 sku's.  It is obviously not something Quickbooks is working hard on.  Is there any word it will be fixed?  

Hi there, teambrown.

On February 28, our engineers have found out that this has something to do with the user's system. Thus, they closed this case.

Kindly check your browser's heath and make sure that all settings have a green checkmark. Please also check the system requirements for QBO to see if your computer meets them. Then, you can try creating an item again.

If everything looks good, but you're still getting the same thing, please contact our Support again to reinstate the investigation.

I know you've been waiting for a long time to get this resolved. Whatever things needed to fix this, our engineers will do it. Our support will just need some reports that this remains unresolved on your end. 

If you have follow-up questions, please let me know.

I checked all the settings and everything was fine.  I have a new computer so everything is up to date. I really need this resolved and would like a credit on my account for having to wait an entire month for this - and then one day - I just find out it has been resolved - but truly is not.

---

@JessT wrote:

Hi there, teambrown.

 

On February 28, our engineers have found out that this has something to do with the user's system. Thus, they closed this case.

 

Kindly check your browser's heath and make sure that all settings have a green checkmark. Please also check the system requirements for QBO to see if your computer meets them. Then, you can try creating an item again.

 

If everything looks good, but you're still getting the same thing, please contact our Support again to reinstate the investigation.

 

I know you've been waiting for a long time to get this resolved. Whatever things needed to fix this, our engineers will do it. Our support will just need some reports that this remains unresolved on your end. 

 

If you have follow-up questions, please let me know.

---

Hi, @teambrown.

I appreciate checking the settings on your computer. You're on the right track in performing the workarounds provided by my colleagues above in resolving the issue. 

Since the problem persists, I suggest contacting our Customer Care Team again. They can re-investigate the issue and discuss the account's credit with you. They are open Monday-Friday 6:00 AM - 6:00 PM and Saturday 6:00 AM - 3:00 PM Pacific Time.

Here's how: 

1. Go to Help and click on Contact Us.
2. Enter your concern and click on Let's talk.
3. Choose either Start messaging or Get a callback. 
4. Complete the needed information.

You also have an option to switch the Non-inventory to Inventory in QBO. For more information about the process, check out this article: Change product and service item types in QuickBooks Online.

Additionally, you can always run any sales and inventory reports from the Reports menu. This way, you'll see your best sellers, what’s on hand, and the cost of goods. For more information on how to pull up and customize them, visit this article: Use Reports To See Your Sales and Inventory Status. 

If you have another concern, don't hesitate to leave a comment below. I'll be here for you.

I'm confused about the message you just sent - first I was told it was an issue the engineers were working hard on - then I was told that it had been solved - and to try a few things - now you say that there is still a workaround - seems like it is just not a priority for Quickbooks to get this feature to work again.  I will try customer service - but usually find them not helpful - which is why I tried reaching out here - but so far these few weeks of conversation have done about the same.

My qbo is now doing this same issue. Worked fine until today, so not sure what the deal is. 

Hello @sdchris,

Our engineering team has already closed the investigation about the unresponsive button of an item's purchasing information. But since you still have the same issue, I'd recommend contacting our Customer Care Support so they can open a new investigation.

Base on the received number of reported issues, they can further research the root cause of this and come up with a fix a soon as possible. You can follow the detailed steps shared by my colleague, @Michelle_b, above so you can reach our dedicated team.

I'm adding this helpful article for ideas in managing your vendor transactions and expenses: Income and Expenses.

If there's anything else that I can help you with, let me know in the comments. Always around ready to help.

Hi JonpriL, 

  Unfortunately the issue is still there. I have been on the phone with customer support and they are starting a new investigation to why this is happening. And for the detailed steps that Michelle gave, that only applies to switching non-inventory to inventory items, which I do not want to do. 

   I have cleared the cache, cookies, and history, I also tried to use chrome, edge, other browsers, and the mobile app with no luck. The only time that is issue is fixed is if I use an IE add on for Google chrome.

Just like everything and every problem I have ever had Quickbooks issues ( after telling me there is no longer an issue - but still seeing an issue) it just resolves itself - this is about 2 months after I started having this issue.  Not worth my time anymore to go back and forth - it always just works itself out - after going thru all kinds of "fix it things" I'm told to do on my side.  

Disappointed one more time.