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Melissa016
December 14, 2020
Question

How do I delete, or inactivate, a new client when it says "deleted", "cannot modify", in QBO?

  • December 14, 2020
  • 3 replies
  • 43 views

Some how I ended up with a double of an account. When I tried to edit it, it said it was "deleted" and could not be modified. Can't even mark it inactive. Now it shows in my current client list as "name (deleted)".

3 replies

Tori B
Tori BQuickBooks Team
QuickBooks Team
December 14, 2020

Good evening, @Melissa016.

 

Thanks for reaching out to the Community for support. I'm happy to provide insight into your new client. 

 

To clarify, do you see a hyperlink that says Make active next to the client's name? Typically when a client's name is listed as deleted is due to them already being inactive. I recommend looking over the Audit log to see when the client was made inactive and who did it. I've included the steps below to run the Audit log report. 

 

  1. Open the Reports menu. 
  2. Enter Audit in the search bar and click on Audit Log. 

You can see more details about the audit log in Use the audit log in QuickBooks Online. 

 

On the other hand, if you've checked through your audit log and the client has not been marked as inactive, then I recommend clearing the cache from your browser. Web browsers collect cache to save time when loading repetitive data and images. These files can often become outdated and corrupted, causing issues like the one with your client showing as deleted when they haven't been before. I've included the links for all supported browsers that contain the steps to clear the cache below. 

 

Alternatively, you can use a different web browser or the App. 

 

Please let me know if you have further questions or concerns. I'll be here every step of the way. You can reach out to the Community or me at any time. Take care and have a wonderful day ahead! 

 

Melissa016Author
December 15, 2020

This didn't answer my question. I'm a new user and have a couple of clients that have been "merged" and now say "deleted" but are active and can't be made inactive. I'd like to delete them as we are still in the setup stage. It won't let me edit them at all!

Ryan_MModerator
Moderator
December 15, 2020

Hi @Melissa016,

 

Thank you for your prompt reply. I'll take care of your query about your customers in QuickBooks Online (QBO).

 

You stated that you had duplicate customers and you have to merge them. What happens in that process is both customers will have a consolidated list of their transactions. One of these customers you select for the merging process will be made inactive, though they're labeled as Customer name (deleted). 

 

If you're on the Customers page, you can filter out these inactive customers.

 

Here's how:

 

  1. Click the small Gear icon just above the Action column.
  2. Ensure the Include inactive box isn't selected.

View this article for more details: Add and manage customers in QuickBooks Online. It includes the steps on how you can make a customer active again.

 

You can also keep this article for reference: Merge duplicate accounts, customers, and vendors in QuickBooks Online. It has a list of steps on how you can merge accounts and vendors. 

 

Don't hesitate to tag me if you have other concerns about your QBO company. I'll be glad to provide further assistance. 

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