Some Product/Services are intermittently disappearing from the dropdown in an invoice

I appreciate you for sharing a screenshot with us, @bclark21.

Let's rule out a possible browser cache issue to isolate this. The browser uses cache data to help load web pages faster. However, when this gets piled up, it can cause unusual behavior.

To verify this, I recommend opening your QuickBooks Online (QBO) account on a private or incognito window and create an invoice from there. This window doesn't save any cache files, thus, it's a great tool in identifying the issue.

To open a private window, you can utilize these keyboard shortcuts for your reference: 

• Press the keyboard keys: Ctrl + Shift + N (Google Chrome browser)
• Press the keyboard keys: Ctrl + Shift + P (Mozilla Firefox & Microsoft Edge browser)
• Press the keyboard keys: Command + Shift + N (Safari browser)

If you’re able to see all the products and services when creating an invoice, I’d suggest clearing your regular browser's cache. If the issue persists, I recommend using other supported browsers. This way, we can see and check if this is a browser-integrated issue.

You might also want to use this link for guidance in case you want to learn how to personalize and make your invoice unique: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Let me know if you have any other concerns or questions managing your invoices. I'll be around ready to assist you. Stay safe!

Already did this. Tried an incognito browser too. 

Update: Issue appears to be isolated to Chrome. The issue happens in both Chrome and Chrome Incognito. Chrome browser is fully up to date. Firefox and Edge do NOT have this issue. 

Thank you for following up on this thread, bclark21.

I agree with JasroV in clearing the browser's cache. This will help remove outdated data that can also cause the same issue as yours. 

If you're still having the same problem, you can also clear Intuit-specific cookies from your browser. It also helps refresh web pages to sync properly with your browser.

You can also use these supported browsers:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari 11 or newer (Mac only)

Just make sure that the browser you're using is up-to-date. Also, you can see if your browser is compatible using the browser health check-up tool.

If the issue persists, I suggest that you contact our support team for further assistance.

Click the reply button if you still have follow-up questions. I'm always here to help. Enjoy your week!

I have cleared all cookies and cache, I have made sure the browser is up to date. I have cleared intuit specific cookies as well (first thing I tried). I have also tried using Chrome's incognito browser and had the same issue. I have restarted my computer. I am actually an accountant and this issue is in a client's company. The client originally experienced it and reported it to me. After duplicating the problem on my end, I posted here and called support. After 3 hours on the phone with support, they have escalated the case to tier 3. Edge and Firefox browsers do NOT have this issue, only Chrome. Since Chrome is supported/recommended by Intuit, this issue needs to be resolved regardless of if there is a work-around available by using another browser. 

This has been an on-going problem for me too, but I found a fix that I hope helps everyone:

1. Go to Products & Services - Click Edit to the right of the item that you're looking for.

2. Change the Income account to a different account than what's showing and Save.

3. Go back to the invoice and check to see if the item is now in the dropdown, but don't choose it yet.

NOTE: You might have to exit the invoice first then recreate if new or reselect if it's an existing one.

4. Return to the item in Products & Services and change the account back to the correct one.

5. Go back to the invoice and choose the item in the drop down box. Hopefully it's still there. 

Tried this and it does not work getting pretty frustrated with it as it takes forever now to create an invoice.

Hello there, @Leontie.

I know this hasn't been easy for you. I'm here to make sure you get pointed in the right direction. I appreciate you for doing the troubleshooting steps provided above.

Since you're still having the same issue, I recommend reaching our Customer Care team. They have a callback system. You have to send a request through your Help menu, so one of our representatives can contact you.

Here's how:

1. Sign in to your QuickBooks Online account.
2. Go to Help.
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:
6.  

• Start a chat with a support expert.
• Get a callback from the next available expert.

When everything looks good, please know that you can also customize invoices in QuickBooks Online to add some details.

You can click the Reply button below if you need further assistance managing invoices. I'm always around to provide you with steps and resolutions to achieve your goal.

I'm having the same issue and it's been going on for months.  Our company STILL has not got an answer to correct or fix the glitch.  Horrible customer service.

This just happened for us out of the blue and of course QB's customer support has "never heard of this issue" and has no fix.  Except there is 100's of complaints of this problem on this forum.  Great support....

Exact same problem here when creating skus.  I have cleared cache's tried every setting and they still keep vanishing. It seems to be triggered when I create a new sku.  Once I do that, ALL product names on the invoice vanish.  

Please QB.  This is unusable and severely impacting my business.  

Thanks for joining this thread, evan14.

If you've already performed the recommended troubleshooting steps in JasroV and Archie_B's posts, but you're still seeing products/services disappear from your invoice creation/editing screens, you'll want to get in touch with our Customer Care team.

They'll be able to pull up the 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:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. 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 system requirements for QuickBooks which may come in handy moving forward: System requirements

Please feel welcome to send a reply if there's any questions. Have a great day!