Missing options in QuickBooks Online are usually the result of outdated or corrupt cache files in your web browser. Not to worry, you can clear them in just a few easy steps.
We can press the F5 key on your keyboard to refresh the page. If it doesn't show up, we can do some of the basic troubleshooting steps.
Use these keyboard shortcuts depending on the browser you're using:
Google Chrome: press Ctrl + Shift + N.
Mozilla Firefox: press Ctrl + Shift + P.
Internet Explorer: press Ctrl + Shift + P.
Safari: press Command + Shift + N.
If the users are able to select the pay item option via the private window, let's clear the browser's cache on your regular web browser or you can press CTRL+Shift and Delete key on your keyboard altogether.
To learn more about types of users and timesheet processes, see the links below: