I can share why sub-customers are missing after you convert to projects, Brenda-TwinLakes.
This option will only appear if you have sub-customers on your QuickBooks Online customer list. If you don't have sub-customers set up, the system will then provide two options, the Convert from sub-customers from the Projects page. Or Do you organize sub-customers as projects? from the Customers page.
However, if they are all properly set up, It could be that your other office is experiencing a browser related-problem. This why there are missing sub-customers when converting to a project.
We can use a private or incognito window to confirm this issue. You can follow these keyboard shortcut keys below based on the regular browser you used:
- Google Chrome: Ctrl + Shift + N
- Mozilla Firefox: Ctrl + Shift + P
- Safari: Command + Option + P
If you're able to see the missing sub-customers now, they'll need to troubleshoot their main browser. I'd recommend following the steps in this help article: Clear browser cache. This will help prevent unusual behavior to the browser. If the same thing happen, I suggest using another supported and updated web browser.
This article also outlines important details about what setup needs to be in place for your sub-customer in order to be able to convert it to a project: Change sub-customers into projects.
Please let me know If you have any other questions, I'd be happy to help. Have a great day!
