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toolmanjackie
Level 1

In create a new invoice, there are missing customers in drop down box

When I attempt to create a new invoice, the blank invoice appears but when I try to select a customer in the drop down box either none of the customers in our database appear or only a partial number of customers appear to select from. 

In addition sometimes when you are able to select a customer in the invoice then you save the invoice and later reopen the same invoice to edit,  the customer that had been selected has disappeared and you have to try to reselect the customer from the drop down (which usually doesnt appear as explained above) 

What can I do to fix these customer database & drop down problems? 

1 Comment 1
Jen_D
Moderator

In create a new invoice, there are missing customers in drop down box

It's nice to see you here today, @toolmanjackie,

 

Thanks for sharing in-depth details about the issue you're getting when creating invoices.

 

Have you tried doing this in a private window and check if the same thing happens there? Unexpected issues in QBO are most likely affected by the large data in the cache. This is because the regular browser will constantly accumulate data and will not remove its history automatically.

 

The incognito mode will not save any history, so it's a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

 

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

 

If the recall feature works, clear the cache to resolve the issue in regular browsing. 

 

If the same thing happens, I highly recommend getting in touch with our Support Team to report the problem. To contact us, follow these steps below:

 

  1. Go to the Help menu in QuickBooks, then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.
  6. Enter you account contact information then press Get a chat.

 

When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

 

Reach out to us during our operations hours. You will see it here: Support hours and type.

 

Kindly update me on how it goes. I'll be right here if you need further assistance with QuickBooks Online invoices. Have a nice day!

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