Email addresses not pulling into estimates, then to invoices in QBO

I appreciate the steps you've tried to fix the issue, Melissa016.

Let me help you figure this out so you can get back to business. 

You'll want to make sure that the email address is entered on the client's profile. This way, it auto displays when creating transactions (estimates/invoice).
 

Also, you can use another supported browser to isolate this issue. You can refer to this article: System requirements for QuickBooks Online, Accountant, Payroll, and QuickBooks Self-Employed.

This article provides information on how to manage your customers in QBO: Manage Your Customers List.

Please let me know if there's anything else I can do to help. I'm always around to help.

That doesn't help. The email addresses are in, they are just not always pulling into new estimates. The field is left blank.

Thanks for your prompt response and confirmation about the hurdle when generating new estimates, @Melissa016.

I know how disappointing it is when the program you used to work for doesn't respond the way it functions. Rest assured, I'm here to assist you with resolving this further. In addition to my peer's response, have you tried to remove the email in the customer's profile and saved it? Is the issue happening to all of your customers? Reentering the email address in the customer's profile might fix this issue when generating new estimates.

Here's how:

1. Go to Sales and then select Customers.
2. Select the customer in question and then click Edit.
3. In the Customer Information window, remove the client's email address in the Email field.
   
4. Click Save.

Once done, you can try to create a new estimate sample for the same customer. Then delete it after you see the expected outcome (email address won't show). Then you can reenter the email address in the customer's profile.

1. Go to Sales and then select Customers.
2. Select the customer in question and then click Edit.
3. In the Customer Information window, remove the client's email address in the Email field.
   
4. Click Save.

Then create a new estimate for the same customer. The email address should show in the Email field.

If the email address isn't appearing in the client's new estimate, I recommend contacting our Care Support team. This way, you can chat, or an agent will call you back to pull up your account in a private session to investigate this hurdle further.

1. On the upper right, click Help (?).
2. Go to the Search tab and then hit Contact Us.
   
3. Enter your concern like the new estimate doesn't generate the customer's email address in the Email field and then hit Continue/Let's talk.
   
4. Choose to chat or get a callback.
   

In case you're interested, I've added an article about adding design to your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

You know we're always here to give a hand. If you have other concerns about creating and sending sales transactions, take your time to comment below. Take care and more power to your business!

This is happening to ALL of our customers. So, this "solution" is a waste of my time. Is there something else that can be done to fix this issue? We are losing A LOT of income over this!!!!

Hello, Tamara_1990.

Let's work together and get this issue fixed.

I have tried this on my test company and the email address automatically populated after selecting the customer from the drop-down menu in the Estimate page. If you haven't tried using the private browser or clearing your cache, let's do that to rule out any browser-related issues.

We can start by opening an incognito or private browser. This mode prevents your browsing history from being stored.

You can use these keyboard shortcuts:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Next, sign in to your QuickBooks Online account then open an estimate. Select a customer from the first drop-down menu and check to see if the email is populated. If it is, go back to your regular browser and clear its cache. Finally, restart your browser to refresh the settings.

In addition, you can try using a different supported browser.

If you're getting the same result, I recommend reaching out to our Customer Care Team. Please take note that our support hours for QuickBooks Online Plus, Essentials, and Simple Start starts from M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. For QuickBooks Online Advanced, we're available any time, any day.

Here's how you can contact us:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

1. In your QuickBooks Online account, go to the Help > Assistant.
2. Type Talk to a human and click the Contact a human button.
3. Select Live Chat / Call me back.

To learn more about estimates in QuickBooks Online, you can read this guide: Create and send estimates in QuickBooks Online.

Please keep me posted on how things go after the steps. I'd like to make sure this is resolved for you. Take care and stay safe.

I am experiencing the same problem as the original poster. Customer email addresses that have been entered into the Customer Profile and which are clearly visible in the "Customer Details" view do not auto-populate in Projects, Estimates, Invoices, Purchase Orders, or other core accounting artifacts. Can Intuit please make fixing this a priority?

Welcome to the Community forum, @SolverHeath.

I completely understand how critical it is to ensure that your customer's information is accurate especially the email address when creating entries in QuickBooks. It can be a challenging situation, but please know that I'm here to help and support you every step of the way.

Too much-accumulated browser cache can cause some issues. To rule out any browser-related issues, we recommend performing some troubleshooting steps. You can follow my colleague's steps above on how to clear your browser's cache, remove the email in the customer's profile, and reenter the email address in the customer's profile to fix the issue in generating a new transaction.

If you still are unable to get the email auto-populate and only get the same result, I recommend reaching out to our Customer Care Team. They can gather more details and come up with a solution to help you complete your tasks. Here are the steps to get you going:

1. Access your QuickBooks Online (QBO) company, go to Help (?).

2. Choose either of these tabs:

• Assistant tab and type Talk to a human.
• Search the tab and click on Contact us to connect with a support expert.

3. Select the preferred method of contact (phone or chat).

To make sure you get prioritized. Please check out our support hours and contact us them at time convenient: Support hours and types.

You can also manually enter your customer's email at the moment as a workaround to resume your workflow.

You can check out these articles to learn how to personalize and add specific information to your sales forms, as well as to help you organize and keep track of your customers. You can also learn how to send your customer an estimate, invoice, or sales receipt in QuickBooks Online for mobile.

• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Email estimates, invoices, and sales receipts to customers using QuickBooks Online for mobile
• Manage customers in QuickBooks Online

You can always tap me if you have additional questions about populating your customer's email address in QuickBooks Online. Take the best care always and have a wonderful weekend ahead!