Is there a way to make a customer inactive while in the customer record?

Let me help share how you can inactivate a customer, @leona.

There are times that your browser is full of resources that can cause weird browsing activity while working with QuickBooks Online (QBO). This can be the reason why you don't have the Make inactive button for your customer's profile.

Let's consider logging into your QBO account using a private browser to isolate this issue. You can follow the shortcut keys suggestion below for easy access:

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

From here, edit your customer's profile accordingly and if the option next to the Cancel button is available, clear your regular browser's cache to improve your browsing experience. But if you get the same behavior, use a different browser application instead.

Finally, I've also included this reference with the guidance you can use in editing your customer's information: Customer Updates Across your Company File.

You can always leave a comment below if you have follow-up questions with managing your customer's list or start a new thread if you have any other concerns. I'll be here to lend a hand. Stay safe!

Hello, thanks for this suggestion @JonpriL . I have tried using different browsers (I normally use Chrome) and I've cleared my browser cache. Neither of these steps has brought back the option of being able to make a customer inactive WHILE working in a customer record.

I know I can make a client inactive if I search for a customer from the front main customer page, and hit enter rather than clicking on the customer name and then use choose "make inactive" from the line the customer name is displayed on. But as soon as I go into the customer record I don't have the option to make a client inactive.

This change happened when my QBO interface was changed late September 2021, therefore I don't think it is a browser issue. I believe this is an issue with the new QBO interface I am now working with. 

Hello there, leona.

I can share some insights on how we can make a customer inactive while working on other customer records.

If you're working on your QuickBooks Online account simultaneously on two different tabs, you'll want to work on the second tab on a private browser or a different browser. This way, changes will save and updates to your records will not overlap. 

Then, you can use these steps on how to make a customer inactive. I'll also be attaching screenshots for your reference: 

1. Go to the Sales menu and select Customers.
2. Click the customer's name.
3. At the upper-right, click Edit.
4. From the Customer Information window, click the Make inactive button.
5. Read the prompt and select Yes or Okay, got it to confirm. 

If you're still unable to see the Make inactive option, I suggest contacting our Phone Support Team. This way, they can further investigate this matter further and create an investigation ticket if other users are experiencing the same.

Feel free to browse through these links for more options on how you can manage your customers and ways to keep track of their transactions: 

• Add and manage customers in QuickBooks Online
• Common custom reports in QuickBooks Online

Please keep in touch on how this works and if there's anything else I can do to help you succeed with QuickBooks. I've got your back. Have a great day!

Thank you @Catherine_B. These steps have worked for me for the last six years I've been using QBO, however, due to a change that QBO made to the way my interface appears, I no longer have a "make inactive" button. 

I've attached a screenshot of my new interface. Have other users had QBO switch to this interface during the last week of September 2021?

Does anyone have a workaround that would allow me to make a customer inactive WHILE working within the customer record? I know I can make a customer inactive from the sales menu by searching the customer name, however, I have almost 9,000 customers and many results in each search, so searching through the database is very time-consuming. 

Hello leona!

Thank you for the screenshot. Let me further assist you in making a client inactive.

You're right. You can make the customer inactive by searching them on the Customers tab of the Sales menu. Also, QuickBooks Online has two different user interfaces and some features are only available in certain views.

Now, you'll want to switch from the Business to Accountant view. From there, you can make the customer inactive. Simply click the Gear icon and select Switch to Accountant view. Once done, follow the steps shared by Catherine_B.

If the same thing happens, please reach out to our Support Team for further investigation:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter "Make Customer Inactive".
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

You'll want to check this link: Common custom reports in QuickBooks Online. This will show you how to run the common financial reports in QuickBooks Online.

I'll be here if you need my help. Just leave a comment again below.

Thanks, @AlexV . I have switched between Accountant to Business view and closed and reopened QBO between views, however, I don't have the ability to make a customer inactive in either view WHILE working on their customer record. 

I have reached out to the Support Team by phone twice, as well as by chat but haven't had any resolution to the issue. Can anyone bring this issue to the attention of the development team?

I would like to return to the previous QBO interface which allows me to make a customer inactive from the edit customer pop-up box. I am using QuickBooks Plus. 

This picture demonstrates my current edit customer interface.

Thank you for any support you can provide.

Hello there, @leona.

Let me share some insights about making customers inactive in QuickBooks Online.

You can make a customer inactive by going to the Customer information page. There should be a Make Inactive button at the bottom part of the page.

Since this option is not available on your end, I recommend you reach out to our QuickBooks Online support team to report this unexpected behavior. 

Here's how:

1. Sign in to your QuickBooks Online account.
2. Go to Help.
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
6. Start a chat with a support expert.
7. Get a callback from the next available expert.

Also, if you want to make a customer active again, you can check on this article as your reference: Add and manage customers in QuickBooks Online.

Don't hesitate to drop a comment or post new questions in the Community if you need more help with customers. We're always here to provide our assistance again.