see this video for the issue. This only happens with this one customer, at one point their ' in the name got imported as an ascii character. I tried changing it to no ' first, and then attempting a merge, but it doesnt work.
when i click OK nothing happens, no error, no message nothing, it just wont save them or merge them.
yes merging does work for other customers its just this one.
I have a video capture but can share it privately if needed.
I'd try changing the name of one of them to be something simple like "test". Then change the other to the same. If that works, then edit the remaining name and change it back to what it was (or something close).
Thanks for telling us that it's only happening to a specific name, johnner.
There are times that program or company file issues can cause unexpected results when performing a task in QuickBooks.
However, please also take note that merging of names are not allowed if the customer is set up a job. You must first remove the job from the customer.
if there are no jobs, let's run the QuickBooks Tool Hub. This will help us check and resolve some of the most common program or data issues that might have prevented you from merging the customers. Here's how:
Once opened, select Company File Issues. This will open the Quick Fix my file and the QuickBooks File Doctor tool. If you need more help, select File Dr Help on the company file tab. Then, do the same in the Program Problems tab to resolve any program issues.
Once done, go back to the Customer Center and check if you can now merge the customers name.
For additional references, feel free to check out these articles in case you might need them:
thanks for the replies i tried running all 4 of the fix items (ran the company file one yesterday with no luck)
tried changing them both to a generic name first then merging with no luck either
Appreciate the info, @johnner.
Let's get your customer to merge. I have more steps we can try. You'll want to re-sort your customer list. This process fixes any odd behavior in your master name list including the customer list. Let me guide you how.
Once done, restart your computer, open QuickBooks and try merging a customer again. You can refer to this article for details: Re-sort lists in QuickBooks Desktop.
Additionally, here's a link that'll help you manage customer-related tasks. It has out general customer topics with articles: Sales and customers.
Please let me know how it goes after trying the steps as I want to ensure this is resolved for you. Take care and have a wonderful day ahead.
It's good to know that you tried all the steps shared by my colleagues. I'm joining here so I can further assist you in merging customers.
Behavior like this is a result of a company file issue. Ideally, it can be fixed by running the verify and rebuild tool in QuickBooks Desktop or the QuickBooks File Doctor.
Let us make sure that your QuickBooks Desktop is updated. Please note that older versions may result in issues. You can follow the steps in this article: Update QuickBooks Desktop to the latest release.
You can also reinstall or do a clean install of the QuickBooks Desktop. This can help in fixing company file issues.
If the same thing happens, I suggest you reach out to our Support Team so they can conduct an investigation.
I included this article if you need detailed steps in tracking customer transactions: Get started with customer transaction workflows in QuickBooks Desktop.
You can always reply here if you have more questions about managing lists in QuickBooks. If you have other concerns like how to record a certain transaction or run a specific report, let me know. I'm here to help.