Custom Transaction Number settings turns on automatically even after turning it off.

Hello there, @Shifa.

I'm here to share some updates about the issue.

At this time, the investigation about the Custom Transaction Number settings turns on automatically even after turning it off. Please know that our engineer is currently working on it. We appreciate your patience as we investigate this further.

For now, I recommend contacting our QuickBooks Support Team so that they can add you to the list of the affected users. This way, you'll get notified once there's a fix or an update about this issue.

Here's how:

1. Sign in to your QuickBooks Online account.
2. Go to Help.
3. Choose the Search tab and then click on Contact Us.
4. You may enter a brief description of your concern, then hit Let's Talk.
5. Select Callback from the option.
6. Enter your contact information and click Get a call.

For further information on the schedule, see this article: QuickBooks Online Support.

Furthermore, you may visit this link for future reference in personalizing sales transactions in QBO: Customize sales forms by location in QuickBooks Online.

I'll be around to help you if you have clarification or additional concerns about managing custom numbers on your sales forms in QuickBooks.

Hi, 

Do we have solution for this concern? I have seen many other people also have posted the same concern. 

How did the new invoice implementation affected this flow? 

I appreciate you coming back with further concerns regarding your invoice customization, Shifa.

Upon checking on our end, the investigation mentioned by my colleague above is still in progress. I recommend contacting our support team again to learn more about the status of the current investigation. You’ll be then added to the list of affected users and will receive updates via email.

To contact our support team:

1. Log in to your QBO account.
2. Click on Help (?) at the upper right corner of your screen.
3. Tap on Search, then select Contact Us.
4. Select a topic to connect with the right expert.
5. Choose how would you like to contact with QB support team.

• Via a Callback, where they’ll save you a spot and call you back.
• Via Chat, start a chat with our support.

Furthermore, for now, I recommend toggling the setting off every time it turns on.

Additionally, you can read this article to learn how to create your own sales transaction in QBO: Customize sales forms by location in QuickBooks Online.

I appreciate your patience as we are still working on this. Let me know if you have further concerns with your invoices in QBO. I’ll be here to help you at any time.

I am not the only one who is reporting this issue.....I am reporting on behalf of 5-6 mutual customers who are using our platform "OnBlick" as well as "QuickBooks". As they are using the QB integrated in our platform & they are reporting us the issues as our flows are also showing issues due to this change.

I agree with your suggestion to connect to QB online account support team, but it considers the problem is only with that account. But its not the case..

I urge you to fix this issue on priority.

So...The Engineering Team has been working this issue since late January 2024?  That's six months to resolve a coding issue a skilled high school kid can fix. I'm paying a premium for QBO Advanced--your 'flagship' product, yet it's taking your coders longer than 6 months to determine the cause of this and resolve the issue? Seriously?

How about your development team take a moment from creating dashboard pop-ups telling me I need an QBO-compatible app I don't want and get to the bottom of this. 

My team wastes 30 seconds determining a new estimate number each time I have an estimate created.  Which I have a TON of, because I have to trick QBO into thinking that the Sales Orders pushed from my CRM Platform are estimate (since you guys don't have an option to create a dang sales order...). 

Just fix this!

Thanks for joining the Community and getting involved with this thread, ElmoreMF.

I've reviewed our investigation about the Custom transaction numbers setting turning back on after it's been turned off and can confirm it was closed as resolved in March.

Since it's already fixed, you can turn off your Custom transaction numbers setting and it shouldn't turn back on.

Here's how to turn it off:
 

1. Use the Gear icon, then go to Account and settings.
2. Access your Sales tab.
3. Find the Sales form content section and click its Pencil icon.
4. Turn Custom transaction numbers off.
5. Select Save, then Done.

If your setting turns back on after you've turned it off and saved the changes, I'd recommend getting in touch with our Customer Care team and referencing our investigation's case number (INV-97820). They'll be able to pull up your account in a secure environment, conduct further research with you, and look into re-opening the investigation if necessary.

I've also included a couple detailed resources about working with invoices which may come in handy moving forward:
 

• Create & manage invoices
• Add custom transaction numbers to sales forms

I'll be here to help if there's any additional questions. Have a great Friday!

Hey All - 

I just spent 3 hours online with Intuit support and have validated with them that this is still an open issue.  We can disable custom transaction numbers in settings, import numerous invoices without an issues.  As soon as we open the 'Edit Invoice' screen, the system enables 'Custom Transaction Numbers' again.  This behavior is confirmed in the Audit log where it shows a 'Changed Settings' by doing nothing more than opening up the invoice screen.

This is causing data integrity issues and should be considered a high priority fix.   An alternative would be enabling the old interface until this bug is fixed.   Data corruption should always be considered the highest priority issues and having an open issue for months is unacceptable.

We also found the reference to investigation number INV-97820 - but clearly this isn't getting the attention it should.

I would be happy to work with any of the Intuit developers in diagnosing this issue since we can recreate it on demand in my account.

Hi there, @gbickel_coordona.

I understand how important it is to use accurate invoice numbers in QuickBooks Online to avoid confusion. Our engineers are working to fix this issue as soon as possible.

To stay informed, I recommend contacting our live support team to be added to the list of affected users.

1. Head to this link: Contact Us.
2. Select QuickBooks Online product and click Continue.
3. Select Contact Us and choose a way to connect with us:

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

Additionally, you can check this article to learn how to personalize your sales forms in QuickBooks Online: Customize invoices, estimates, and sales receipts in QuickBooks Online.

If you have any other concerns apart from those related to invoice transaction numbers, please let us know. We strive to meet your business needs.

I am also having this issue with several clients as of Monday morning.  This happened several months ago, was seemingly fixed by Intuit, but is now happening again.  It reflects poorly on me when I had to apologize for this several months ago, and now it is happening again.

It would be much appreciated if you could permanently fix this issue or provide documentation on how the custom transaction numbers are being toggled.  My integration doesn't even have the functionality to toggle them (it only reads the setting) and they keep getting toggled on randomly.

I can imagine the hurdle you've been through, @jacko25.

I'll provide some information and route you to the right team for support.

I've looked into our system and noticed that the investigation regarding the custom transaction number settings turning on automatically, even after toggling it off, has been marked as closed.

Nevertheless, if the problem persists, I recommend contacting our Customer Care Support team. They have the necessary tools to examine and ascertain the underlying cause of your concern.

Here's how:

1. Go to the Search tab and click Contact Us.
2. Enter your question and select Continue.
3. Once done, review and choose from the following: Have us call you and Chat with us.

For detailed information about setting your number preferences on your invoices, please read this article: Add custom transaction numbers to sales forms in QuickBooks Online.

Moreover, this reference can provide you with the process to modify your sales forms to make them look professional: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please don't hesitate to add any other concerns about your invoices in QuickBooks Online. I'm here to listen and help. Good day ahead.

Was the issue closed months ago or was it closed in the last 48 hours?  

I already know how to turn off the custom transaction numbers in the settings menu.  As stated previously, the problem is that after turning them off, the system will randomly turn them back on.  

I'm here to route you to the team that will further assist you with your custom transaction number concern, @jacko25.

As of posting, the issue a few months ago and the recent one were both closed. Since you're still experiencing the problem, I recommend contacting our support team for further investigation. They will be able to securely access your account to identify the root cause of the issue and provide a resolution.

Here's how to reach a live representative:

1. Log in to your QuickBooks Online Company.
2. Click on the Help button at the top of the page.
3. Choose the Search tab, then click Contact us.
4. Select Ask about something else and type your concern in the Explain in your own words field. Click Continue.
5. Under Callback, click Have us call you button. This will route you to enter your details.
6. After that, select Get a call.
7. You will now be added to the queue and wait for us to call you.

Additionally, you can generate customer reports to get an overview of your Accounts Receivable (A/R) transactions.

Let us know if you have other concerns with the custom transaction numbers in QuickBooks Online. We're here to help you in any way we can.

Hey @MarkAngeloG -

Thanks for the reply.   As I mentioned in my post I actually spent 3 hours on the phone with support where we did a live screenshare and went through all the variations of settings to have the system re-enable the option each time an invoice was opened.   There seems to be some correlation with the custom templates.  There has been some hit and miss success with having the option stick if I revert back to the standard template.   We tried creating new templates to see if there was bad configuration data in the template and that didn't seem to work.   Any way you slice it, this is a platform bug.  It's been plaguing the system for up to 8 months according to the latest post I found on the subject and it's more than an inconvenience - it's causing data corruption.   That has to be one of the highest ticket criticality levels. 

I offered to have a developer spend time looking at the issue with me and my Intuit company account.