Billable time is not showing on invoices for a specific customer

Good evening, @toddbigbluecrab.

Thanks for taking the time to reach out to the QuickBooks Community. How are you doing today? 

I've seen in the past that if the Suggested Transactions sidebar isn’t showing billable time for a customer, it’s often because the entries are linked to a project under the customer. In QuickBooks Online, billable time linked to a project will only appear if you create the invoice from the project page, not the main customer page.

Here’s how to check:

1. Go to Projects.
2. Locate the customer’s name and look for any projects under them.
3. Open the project.
4. Go to the Transactions tab and see if your billable time entries appear there.
   • If they do, the entries are project-linked.

To invoice from the project:

1. While inside the project page, click Create Invoice (top right corner).
2. Check if the billable time appears in the Suggested Transactions sidebar or if it automatically populates the invoice.

If you see it there, you’ll just need to create invoices from the project instead of the customer profile going forward.

However, if you’d rather invoice directly from the customer profile:

1. Go to Time, then Time Entries.
2. Open each entry for that project.
3. In the Customer/Project dropdown, change it from Customer: Project Name to just Customer Name.
4. Click on Save.

After moving the time entries back to the customer, you should see the billable time in the Suggested Transactions sidebar when invoicing from the customer profile.

That should do the trick. Please let me know if you have any additional questions or concerns. I'm always happy to help. Take care! 

Moving the time from the project back to the customer worked, but this is not ideal.

I do multiple projects for the same customer and I usually work on those multiple projects in the same week. As I tend to bill weekly I would like to have multiple projects on the same invoice. The face that those projects are not accessible from the Create Invoice page is very unfortunate as it makes it much more difficult to create my invoice. Is there any way to get tracked time from multiple projects for the same customer on said customer's invoice?

Thanks.

I just pulled up an old invoice for this customer and the invoice is populated with multiple projects. I looked at the projects and the billable hours for each project are populated in the invoice. I did not recreate the entries, they were added from the Suggested Transactions sidebar. I looked at the individual projects and the billable time entries are listed verbatim in the invoice.

This used to work and I strongly feel that the old invoice that I pulled up supports this. Is there something that I'm missing?

Thanks.

I appreciate your time in detailing your replies, Todd. Since this functionality worked for previous invoices and no longer does, I recommend reaching out to our Live Support team.  

Due to the public nature of the Community, our Live Support team is better equipped to securely access your account details and identify the root cause of this issue. Here's how to contact them:

1. Sign in to your QuickBooks Online account.
2. Click the Help (?) icon.
3. Use the QB Assistant or the Search tab to ask a question.
4. Type Contact Us to connect with an expert.

If you have additional questions or other queries, feel free to reply in the comments. We’ll stay in the loop to assist you.