Customer notes do not save

Aurora Rentals · ‎March 24, 2022

When we go to add notes under a customer they save under customers for a day or two. Sometimes they stay under the customer and they are still there (which is what I want, the notes to not delete themselves). Other times as mentioned previously they delete themselves after a day or two. I have tried to click on the add notes button on the main customer page: Edit, notes (under the customer information). Both ways might keep notes and they might not. I have changed computers, browsers, what user I have enter the notes and networks and it seems to still be sporadic on saving. Any advice?

JenoP · ‎March 24, 2022

We'd really want to make sure that the notes stay in your customer profile, Aurora Rentals.

I'm also glad that you informed us in advanced that you already tried using using a different browser and in a computer to no avail. This prevents us from giving you the same steps that you already did.

In this case, we'd want to take closer look at this to determine what's causing the issue. To do that, please reach out to our char or phone support teams. They can initiate a screen-sharing with you to investigate this further and prevent the issue from happening again.

Here's how:

Click the Help menu in the upper-right hand corner of your QBO account.
Type in "Talk to a human" in the chatbox, then press Enter.
Select Get help from a human.
Click Chat with us or Have us call you.

In the meantime, feel free to check out these articles in case you're also using the mobile app:

Don't hesitate to always ask questions if you need anything else. We'd be glad to help you again.

Aurora Rentals · ‎March 24, 2022

I have contacted QB support using teh chat feature AND calling them. I have had 0 luck on the chat feature with this or other issues. All the call center said was that it is a cache issue on my computers, which makes no sense because if the cache was the issue it would not save notes for a few days then delete. It would just never save notes.

JonpriL · ‎March 24, 2022

Hi there, @Aurora Rentals. Let's work together and figure this out.

The Audit Log report will show you the history and changes made to your account. This report helps determine if a certain activity is made which causes the note under your customer's name to be missing after a day or two.

Use this article to read and learn more about your account history: Use the Audit Log in QuickBooks Online.

From here, review each activity to make sure not a user is changing the notes added to the customer's name in question.

However, if your account history shows such no activity, I recommend contacting our Customer Care Support. Even if you've already reached out to our team, only our specialists online have the tool to let our engineering team investigate the root cause of this problem.

I've included this reference that'll help you understand your customer's profile and its transaction history which breaks down how much money you have: How to Add, Edit, Delete, or Merge Customers in QuickBooks Online?

Let me know in the comments below using the Reply button if you've got questions other than working with your customers' list. I'll be here ready to lead a helping hand. Take care always!

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Customer notes do not save