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prestontreeandga
Level 1

Hi I have just signed in to my quickbooks to find all my clients details missing. Does any one know how I can retrieve them? And is this a update issue?

 
1 Comment 1
ReyJohn_D
Moderator

Hi I have just signed in to my quickbooks to find all my clients details missing. Does any one know how I can retrieve them? And is this a update issue?

I've got you covered, @prestontreeandga.

 

I've checked our system and I haven't found any issues similar to the one you're encountering. I have some ideas to make sure you can find your client details in QuickBooks Online (QBO).

 

First, there are several reasons why you're unable to locate your client lists or info in QBO:

 

  • The incorrect login is used.
  • You were not invited as the Accountant.
  • Firm access to the client was removed.
  • The client was moved to the inactive list.
  • The client was renamed in the QuickBooks Online Accountant Client List.

Let's begin by checking if the said client was moved to the inactive list. Here's how:

 

  1. Go to the Clients menu at the left pane.
  2. Click the small Gear icon at the top of the ACTION column.
  3. Put a check in the Include inactive clients box.

If you're still unable to see the client info, please refer to this article for more troubleshooting steps: How to find a company that is missing from the QuickBooks Online Accountant client list.

 

Also, unusual behavior, like missing client details in QBO, can be caused by issues in the web pages. Thus, you can try using a private window or incognito when accessing your account. This is because it doesn't store data in the cache which prevents unexpected QBO responses.

 

Depending on the browser you're using, you can use the following shortcut keys to access one:

 

  • Ctrl+ Shift + N for Google Chrome A63.PNG .
  • Ctrl + Shift + P for Mozilla Firefox A64.PNG and Microsoft Edge A65.PNG .
  • Command + Shift + N for Safari A66.PNG .

Once done, access the client details again. If it works fine this time, go back to your regular browser and clear your browser's cache to refresh the system. If the issue persists, you can use another supported browser instead.

 

When everything is good, you can start managing your client lists to keep track of them. 

 

I'm always here to back you up whenever you have some additional questions about this. Just click the Reply button and I'll gladly assist you. Take care.

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