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Level 1

My client is not showing up on my start up screen. How do I retrieve them?

I cannot find my client on the start up menu?
1 Comment
QuickBooks Team

My client is not showing up on my start up screen. How do I retrieve them?

Hello there, @patticlement.

 

There are possible reasons why you might not find your client in the QuickBooks Online Accountant Client list.

 

  • 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

 

To start, let's verify if the client is moved to the inactive list.

 

Here's how: 

  1. On the left pane, select Clients.
  2. Above the ACTIONS column, click the small Gear icon.
  3. Put a check in the Include inactive client box.

 

You can also refer to this article for more troubleshooting steps: How to find a company that is missing from the QuickBooks Online Accountant client list.

 

Also, you can try using an incognito window and log in to your account from there. It's possible that piled-up cache in your regular browser caused this unusual behavior. To bring up an incognito window, follow the steps below.

 

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

 

 If it works, you can go back to your original browser and clear the cache. Alternatively, you can use other compatible browsers.

 

I'm adding these articles that can help you track your clients and how to update your client list:

 

 

Stay in touch if you have any other concerns or questions about QBO. I’m always ready to answer them for you. Have a good one.

 

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