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BK-PaulDavis
Level 1

Sub-Customers to Projects

I support many franchise offices who use QBO.  I would like to know why some offices have the option to convert sub-customers to projects and others do not.  We need this option because all of our jobs (sub-customers) are imported from a job management program and then from there we want to convert them to projects.  My own test company has the option of converting these sub-customers to projects and it works beautifully.  However, another office, who uses the exact same version of QBO does not have this option... the button simply does not exist.  Why? and How do we fix this?

Solved
Best answer October 21, 2020

Best Answers
katherinejoyceO
QuickBooks Team

Sub-Customers to Projects

 

Thanks for actively responding, @BK-PaulDavis. It could be that your other office is experiencing a browser related-problem. This why the option to convert sub-customers to a project isn't showing. 

 

We can use a private or incognito window to confirm this issue. You can follow these keyboard shortcut keys below based on the regular browser you used: 

 

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

 

If your other office can see the convert project option now, they'll need to troubleshoot their main browser. I'd recommend following the steps in this help article: Clear browser cache. This will help prevent unusual behavior to the browser.

 

If the issue persists, I suggest using another supported and updated web browser

 

Otherwise, contact our Customer Care team to determine what's causing this to happen and help you fix it. 

 

Please know that we always have your back, @BK-PaulDavis. Get back to us here in the Community at any time if you have more concerns. 

View solution in original post

4 Comments
MaryLandT
QuickBooks Team

Sub-Customers to Projects

I can tell why the option to convert sub-customers to projects doesn't show up, BK-PaulDavis.

 

They need to make sure sub-customers are already entered in QuickBooks for the option to appear. The system will then provide two options, the Convert from sub-customers from the Projects page. Or Do you organize sub-customers as projects? from the Customers page.

 

Here's a screenshot of what I can see in the test account.

 

You can refer to this link: Change sub-customers into projects  for instructions and detailed steps.

 

If you're still unable to see the option, I recommend contacting our QuickBooks Online Support Team. They can create a case and send it to our Product Team for further investigation.

 

Here's how to contact them:

  1. Sign in to your QuickBooks Online company.
  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:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

Let me know how everything turns out by commenting below. I'll be around until we fix the convert to sub-customers to projects issue.

BK-PaulDavis
Level 1

Sub-Customers to Projects

Yes, I am familiar with how this works.  I use it all the time.  My problem is that one of my other offices, whose process is exactly the same as mine, cannot see the "Convert now" link at the top of the customer page.  She sees the customer list with all the sub-customers beneath the names but has not option to convert them to a project.

katherinejoyceO
QuickBooks Team

Sub-Customers to Projects

 

Thanks for actively responding, @BK-PaulDavis. It could be that your other office is experiencing a browser related-problem. This why the option to convert sub-customers to a project isn't showing. 

 

We can use a private or incognito window to confirm this issue. You can follow these keyboard shortcut keys below based on the regular browser you used: 

 

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

 

If your other office can see the convert project option now, they'll need to troubleshoot their main browser. I'd recommend following the steps in this help article: Clear browser cache. This will help prevent unusual behavior to the browser.

 

If the issue persists, I suggest using another supported and updated web browser

 

Otherwise, contact our Customer Care team to determine what's causing this to happen and help you fix it. 

 

Please know that we always have your back, @BK-PaulDavis. Get back to us here in the Community at any time if you have more concerns. 

View solution in original post

BK-PaulDavis
Level 1

Sub-Customers to Projects

This worked, thanks!!

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