Search function in QBO

mbell19 · ‎August 23, 2020

I have noticed many issues with the search feature in QBO - both with customers and vendors. I type in something that I KNOW is correct about a customer or vendor - such as address or phone number - and QBO still doesn't find the info. This is true of using the search feature on my desktop and on my app. It's very frustrating.

Today, though, takes the cake. I added a vendor and I added a few words to the vendor record so that I could find this person in the future. I know that I won't remember his name or company and phone number would be the information I'd be looking for so obviously I wouldn't have that. So, I added a couple of search words "scrap wire & scrap metal" both in the Notes section and in the Address section. When I added it to Notes and then tried a search, nothing was found. When I added it to the Address section, typing "wir" finds the vendor but typing "wire" doesn't. And yes I've double-checked that I have the word "wire" typed into the vendor record correctly. See the attached screenshots to prove my point. This is absolutely ridiculous. The search feature should be using ANY OF THE DATA entered anywhere in the vendor record (meaning that information typed into the Notes section - because that's the best place for this information - would pull the vendor record up in a search).

Screenshot 1 shows me typing "wir" and the vendor, Vinny, coming up. You can see the word "wire" is in the vendor record.

Screenshot 2 (which I'll have to attach as a separate comment) shows me typing "wire" and nothing coming up.

mbell19 · ‎August 23, 2020

Screenshot 2

Catherine_B · ‎August 23, 2020

I can help you fix the unexpected behavior you're currently experiencing, mbell19.

Sometimes the app and browser store cache files so the next time you visit a page within QuickBooks, it'll be easy to retrieve. However, if its piled-up and not removed regularly, it will cause unusual behavior.

We can verify that by logging in to a private browser since it doesn't store cache files. You can use these keyboard shortcuts to open one:

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

If it works as expected, you can switch back to the main browser and clear the cache. Other supported browsers can also help you any browser-related issues.

To troubleshoot and refresh the QuickBooks Desktop app, click Help and then Reset App Data. Use this reference if you're using the QuickBooks mobile app: Troubleshooting Quick-Start Guide for the QuickBooks Online app.

Keep me posted on how this works. I'll be here to help you through it. You take care!

mbell19 · ‎August 23, 2020

Since that is Quickbooks' answer every time there's a problem, I had already done all of that. It did not solve the problem.
I am not using an app for QBD. My subscription is for QBO and the app I have is for that. So, I use the internet browser on my desktop computer, and the QBO app on my mobile device. Same problem happens on both. Clearly it's not a browser issue!

Catherine_B · ‎August 23, 2020

I do appreciate you for keeping us posted, mbell19.

I can see that you got the same thing after performing the troubleshooting steps. I'd suggest getting in touch with our Phone Support Team so we can further investigate. They can also look into the root cause of the issue and open a case for investigation.

Here's how to contact us:

Go to the Help menu and click Contact us.
Enter a brief description of your concern and click Let's talk.
Select the best way you'll want to connect with us.

To ensure that we immediately answer your concern, check out our support hours.

Always know that the Community is ready to help you with your questions. Stay safe and take care!

hra_user · ‎December 29, 2020

I've been having the same issue with my QBO account. I've spoken to two different phone support representatives. Do you have any updates/resolutions on this issue?

Frustratingly, I manage two different QBO accounts and for one of my subscriptions, the search function works without any problems, but the other account doesn't work. Any help/suggestions from the community at large would be greatly appreciated. Thank you.

CancerAssoc · ‎November 16, 2021

Vendor Search doesn't work at all for me! I put in the vendor's name and it ALWAYS says it can't be found. I am having to scroll through the vendors which is ridiculous. I am SO disappointed in Quickbooks Online. Not just the search but the reporting sucks too. I have to do two reports to get my donors and their addresses! Please fix these issues!!! If I knew what I know now, I would have found another solution to accounting software. The functionality has gone backwards! My only option this year is to buy a third party software to send out my donor statements for the year! NOT HAPPY!

jennydswift · ‎November 21, 2023

Hi there,

I am having a similar issue with one of my client's QBO files. Were you ever able to find resolution to the search function issue?

Any help is appreciated,

Jenny Swift

IrizA · ‎November 21, 2023

Hi there, Jenny. Let me provide some information.

When you use the search field, you can enter a name, address, phone number, and more or a combination of them so that the name or information of the vendor will show.

If you're unable to do so, you can use incognito or any private browser. I'll give you some shortcut keys so that you'll be routed to a browser right away.

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Microsoft Edge: press Ctrl + Shift + N
Safari: press Command + Shift + N

You can also go back to your regular browser and clear the cache and cookies. If the issue persists, you can use other Supported web browsers, and there, you can log in to your QuickBooks account.

Additionally, you may use this article in case you want to change product and service item types in QuickBooks Online.

For further assistance when it comes to your products and services or anything that is related to QuickBooks, feel free to reply or reach out to the Community. We're here to assist you with your concerns.

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Search function in QBO