I appreciate you taking the time to join this thread, joannelj.

There's an open investigation (INV-82335) about Microsoft Word not populating when creating a customer letter in QuickBooks Desktop. I'll let you contact our QuickBooks Desktop Live Team so they can add your account to the investigation. That way, you'll receive updates via email once fixed.

Here's how to get a call or chat with them.

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help/Contact Us.
3. Select Contact Us.
4. Give a brief description of your issue, then select Continue.
5. Sign in to your Intuit account and select Continue and then Continue with my account.
   • If you don't already have an account, make sure to Create a new account.
6. We'll email you a single-use code. Enter your code and select Continue.
   • If you have more than one account, select the account you want to use and then Continue.
7. Choose to chat with us or Have us call you.

I'm adding this article in case you need to personalize emails to customers: Create custom email templates in QuickBooks Desktop. It includes screenshots so you know what buttons or items to click.

I want to make sure all your QuickBooks concerns are answered. Please don't hesitate to post here in the Community forum and we're always around to help you. Take care and enjoy the rest of the day.

Hello ! So I am having same issue . I plan to upgrade from Desktop 2019 to online . Which plan Simple, Essentials or Pro will have the letters in Word that worked beautifully in the past ? 

Hi there, @Alison 325.

I'll share information about creating customer letters in Microsoft Word.

Currently, creating customer letters in Microsoft Word is only available in QuickBooks Desktop (QBDT). In your case, I suggest sticking with your QBDT software instead of switching to QuickBooks Online (QBO). This way, you can continue using the feature.

However, since we're still working on a fix for creating customer letters in Microsoft Word, I suggest reaching out to our QuickBooks Support Team. This way, they can add your company file to the list of affected users. To reach them, you can follow the steps shared by my colleague above.

You may also want to visit this article to learn more about creating customer letters in Microsoft Word: Customizing forms and writing QuickBooks Letters.

Thanks for dropping by, @Alison 325. Please know that the Community forum is always open to help you again if you have other concerns or follow-up questions about this. 

So I followed all the instructions and opened a case linked to the existing case.

Earlier today, I received an email saying that my case is closed.

BUT I NEVER RECEIVED A SOLUTION!!!

I received the same "your case has been closed" email and asked me to rate my experience.  A "joke" was not an option.

This feature was working fine for me for years and then about two weeks ago it quit working.  Seems to me something had to have been changed in a recent update. I'm no programmer, but I would suggest working backwards through the updates to see what might have caused the problem?  In any event, it sucks I can't use the Word templates with QB anymore.  

What's  frustrating is that Quickbooks knows this is a problem and when you call support, they go through the same routine that will not fix the issue. Makes no sense that they can't resolve the issue. Quickbooks has 37% of the accounting marketshare, the next largest is NetSuite with 8.5%. Do they not have programmers to fix a feature that had been working without an issue for years?

mine will not work either & I have hundreds of letters to get out ASAP! Lovely 

I have used for years as well & no issues so def a QB problem that they should have fixed weeks ago when they knew it was an issue 

I just got off with QB chat & they said there is still no fix for this. 3 plus weeks of this being an issue seems like a long time for a 'quick repair'

I'm sorry...I just was revisiting this and saw your question. My issue is still unresolved...4 weeks later. I actually was on the phone and did some troubleshooting with QuickBooks (including them remotely working on my desktop to try and solve the problem AND updating to QB Desktop Pro 2023) but nothing worked. I just tried again and nothing has changed.

I'm very frustrated as the renewal price of QB Desktop is double what I paid for it when I updated my existing QB Desktop to QB 2022, but I cannot even use all of the features of the program that I need to use. I don't use all of the new features that they supposedly add and was perfectly fine using the older models of QB Desktop. I feel like they just care about profits when they switched to this annual subscription model. The product and service went down the toilet. Nothing like paying for something that you cannot completely use!!!

Same problem here, just spent 40+ minutes on phone with support but no fixes yet (call eventually dropped while on hold)

Like every one else I've been through all the steps, what a waste of time!

Using:
Quickbooks Desktop Pro Plus 2022 Release R7P (64 bit)&
Microsoft Word (Microsoft 365) Version 2301 (Build 16026.20200 Click to Run)i.e. latest versions of current software.

What I find interesting, is even though they know of this problem, they want to walk you through 40+ minutes of stupid stuff that will not fix the problem. 

I have the same problem.

After spending a useless amount of time on the phone with tech support until the call dropped out (no call back), today, I get an email from Quickbooks, Their Solution:

"One workaround we have seen success with is creating a new Windows user. This issue seems to mainly impact the primary admin user of the computer, so creating a new Windows user could help".

Do the people at Intuit even know how the real world works? (probably a bit harsh)

Creating a new account is not as simple as they make it seem, you have to deal with file and folder permissions and how Quickbooks interacts with Office as well, not something for the faint hearted.

I did like the "concern" they had for the issues I believe they caused quoting message:
"We understand the frustration of not having this function as expected and the importance of getting this resolved as quickly as possible.  Please know that we are working to identify the cause and will provide updates if more information becomes available via email. Thank you for your continued patience regarding this issue"

I live in hope of a real solution.

I am having the same issue.  We went through all of the steps of repairing the database, and  verifying versions.  I spent hours on the phone with QB support.  This was working until sometime in January.  We finally tried each of the versions of word we had licenses for: Office Home and Business 2021, 2019, and 2016.  When we got back to Office 2013, QB Generate Letters would work again.  QB would not generate Letters in any version after Office  2013.   We could edit the templates in any version but couldn't use them in versions after Office 2013.

Tried creating a new Windows user. Had no affect. Really, the fact that QuickBooks support has no idea what is going on and makes suggestions which will not fix the problem. I am so glad that they switched us all to a subscription model so that we can experience how incompetent their support is.

Here is a suggestion, call your programmers, and let them know that Quickbooks no longer can open Word to do batch letters. Tell them you have a lot of customers who after 4 weeks are considering cancelling their subscription and choosing another accounting package. 

In the meantime, let the rest of customer support know that this issue hasn't been resolved and stop wasting everyone's time with your incompetence.

Just to correct Mark's response. Creating customer letters in Word, "WAS and SHOULD BE" a feature available in QuickBooks Desktop. It hasn't been working for well over a month (which is the point of this thread) and it appears that QuickBooks has no interest in fixing their problem. 

I heard they were working on it.

I am having the same issue with my brand new QB desktop pro 2023.  I have been opening letter templates from qb via word for years.  Suddenly does not open.  no error message at all.  Please tell me how to fix this issue.  I have spent more that $500 for this program and this feature should work.  Both qb and windows 10 pro 64 bit are up to date.  I am running mcafee total protection

I got your back, @rodney. I want to ensure you'll be able to open customer letters in QuickBooks Desktop (QBDT) seamlessly.

Thanks for choosing QuickBooks as a partner in handling your customer transactions. To ensure you'll be able to open the letter templates, let's first check your software compatibility. QBDT Pro 2023 requires Microsoft Word 2021, 2019, 2016, 2013, or Microsoft 365 (including 64-bit) in preparing letters. You can read this page for more details: System requirements for QuickBooks Desktop 2023. 

If verified that you meet these criteria and still having a problem opening customer letters, let's now make sure that your QBDT is updated to the latest release. This will provide you with the most recent program component and fixes. 

However, if the issue persists, I highly recommend reaching out to our Technical support team to further investigate the root cause of the problem. They can provide an additional set of troubleshooting steps that will help resolve this. Here's how:

1. In your QBDT account, select the Help menu and choose QuickBooks Desktop Help.
2. Then, click Contact Us.
3. Enter a brief description of your issue and select Continue.
4. Log in to your Intuit account and click Continue. Then, select Continue with my account.
5. You'll receive a code. Enter it and select Continue.
6. Next, choose either Chat with us or Have us call you.

In case you want to customize your sales forms templates, feel free to use this helpful resource as a guide: Use and customize form templates.

Please don't hesitate to leave a reply below if you have any other concerns about managing your templates in QuickBooks. Have a good one and stay safe. 

I have contacted customer support twice. They are clueless. I have Microsoft 365 64 bit. I use QB Pro 2021. I downloaded the  tool hub and it did not fix the problem. This worked seamlessly until about a month ago. This terribly frustrating.

I am having the same issue and have tried all of the suggested fixes. Please advise.

Hi there, @DFB.

I appreciate you joining the thread and trying the possible fixes to resolve this issue. Allow me to chime in and help you route to our support.

Updating your QuickBooks Desktop to the latest release and performing the Verify Rebuild Tool should fix the issue of the inability to open customer letters in Word. Since none of them work, I recommend contacting one of our experts. They can pull up your account to check unforeseen conditions of your company file and perform a screen-sharing session for further isolation.

Here's how:

1. In your QBDT account, select the Help menu and choose QuickBooks Desktop Help.
2. Then, click Contact Us.
3. Enter a brief description of your issue and select Continue.
4. Log in to your Intuit account and click Continue. Then, select Continue with my account.
5. You'll receive a code. Enter it and select Continue.
6. Next, choose either Chat with us or Have us call you.

You can use this link as a reference to get their contact details: Contact the QuickBooks Desktop Customer Support Team.

I'm adding these articles that will guide you in personalizing your email templates in QuickBooks:

• Customizing forms and writing QuickBooks Letters
• Create custom email templates in QuickBooks Desktop

Let me know how the contact goes, or leave a comment below if you need anything else. I'll be right here whenever you need my help.

Mark you are not corect i am using QB desktop pro 2019 and word will not open for me either.  this is such horrible service.  why would i ever upgrade to online ?  with this level of service?  we need help.  this should be an easy fix. please have technical support respond 

scott 

Hi, @8699llc. I can see that it's a duplicate post.

My colleague Giovann_G  posted his answer relating to your concern about printing letters in QuickBooks Desktop. You can check out and reply to his response through this link: https://quickbooks.intuit.com/learn-support/en-us/other-questions/printing-letters-and-envelopes-des...

You may also visit our Help Articles page to read different information that will guide you in future tasks.

The QuickBooks Community team is always here to help if you have any other concerns or follow-up questions. Take care always.