New Invoice - Pulling Time Charges Not Working When Time Allocated To Customer Not Bid/Job

Adalius · ‎February 11, 2025

As the title indicates, the new invoice format does not allow us to pull time charges in if the time is allocated to a customer directly.

We have a major customer that, due to the nature of how they operate (which is less than ideal for us but unfortunately we have no say in the matter), results in us performing work, and as the work progresses the payroll pushes the time expenses to the customer, but not against a specific job or estimate.

In the old invoice system, we could then pull just the time from the customer directly to the invoice.
In the new system, the only items that show up under the suggested items are estimates which do not contain any of the information we need to pull over.

We do have 'Make expenses and items billable' turned on, and have had it turned on since we first setup QBO years ago. That has not made any difference. I have also utilized the filter settings to show only time charges, and it clearly states nothing is found.

This is a major issue as without being able to pull from the customer we will have to manually allocate all the time, hoping we don't make a error hand typing all the information, and then manually remove them from our unbilled charges since they aren't being moved over. Given that this is half our revenue this is a major undertaking. We also do not have the option to use the old style in the top right so we can't even temporarily go back while waiting for a solution.

Anonymous · ‎February 11, 2025

Invoicing a client for time charges in QuickBooks Online (QBO) without associating those charges with a specific job or estimate isn't possible, Adalius. We value your input and recommendations for enhancing the software's functionality.

To ensure that your request for the time charges feature receives the attention it deserves, we recommend submitting feedback. This will allow us to track and consider your suggestions for future updates.

Here's how:

Sign in to your QuickBooks Online account.
Go to the Gear icon and select Feedback.
Type in your feedback and suggestions.
Click Next to submit them.

You can also share your feedback directly through this link: Customer Feedback for QuickBooks Online.

Moreover, when a customer pays an open invoice, you need to record the payment in QuickBooks.

We value your business and are committed to providing you with the best possible solutions. If you have any further questions regarding invoices, please don't hesitate to reply. The Community team is always here to help.

Adalius · ‎February 11, 2025

It was possible previously as we've been doing it that way for 6 years. In 'Weekly Timesheet' the combo box says "Choose a customer or project" so she's been choosing the customer itself this entire time. Then when invoicing it's shown up as time charges on the right hand side for things she can pull into the invoice.

This did not change until the new invoice page was pushed out to us this week.

I've submitted it as feedback but as this *was* possible (clearly, as we've only done it that way for 6 years as stated) and now it suddenly isn't, this is a major issue and might result in us needing to change to a different ERP system if it isn't resolved quickly.

Adalius · ‎February 13, 2025

Additionally we just tried this with another customer and it works fine. It only doesn't work for one singular customer despite the time being entered the same way for both where it's applied directly to the customer.

ZackE · ‎February 13, 2025

Thanks for following up with the Community, Adalius. I appreciate your detailed information.

Initially, I'd recommend creating a test customer and test transaction to see if the same results occur. You can recreate your transaction under the test customer the same way it was created for your customer that isn't successfully pulling time charges when allocated to their profile.

If the problem doesn't occur with the test customer and test transaction, there's something with the setup of your original customer and/or transaction which is causing time charges to not be pulled. If so, you'll need to identify what needs to be corrected and make any necessary corrections to achieve the desired result.

In the event the problem does occur with your test customer and test transaction, you can try some of our recommended browser troubleshooting and confirm you meet each system requirement for QuickBooks.

If time continues not being pulled when allocated to customer profiles, you'll want to get in touch with our Customer Care team to troubleshoot further. They'll be able to pull up your account in a secure environment, conduct further research with you, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

Use the Help (?) icon.
Click Contact Us.
Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
Select Start messaging or Get a call.

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about working with billable time which may come in handy moving forward: Enter billable time by job

Please don't hesitate to send a reply if there's any additional questions. Have a great Thursday!

Topics

Training

Community

Resources

New Invoice - Pulling Time Charges Not Working When Time Allocated To Customer Not Bid/Job