Customers Not Showing Up in Dropdown

Have you tried using a private browser, alchemy1?

It will not store the cache and cookies which can cause the error in the long run. Here are the shortcut keys:

• Command + Shift + N (Safari)
• Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Mozilla Firefox)

Log in to your QBO account and trying to create a transaction for this customer. If it works, clear the cache in your regular browser. Here's an article that includes the steps on each browser: How do I clear my browser cache and temporary Internet files?. You can also try using a different browser.

I also recommend contacting our QuickBooks support, so the error will be reported.

1. Go to Help and select Contact us.
2. Enter the exact error message in the question field, then click Let's talk.
3. Choose either Start a message or Get a callback.

I'll be right here if you need anything else.

Yes, I have tried using different browsers, private windows, and even the online software itself, but to no avail. 

I appreciate the clarification, @alchemy1.

Let me direct you to our best support available so this get sorted out right away. I recommend contacting our Support team to securely look into your account. There, they can investigate the root cause of this issue and can perform some additional troubleshooting steps.

To reach out to them, you can follow the steps shared by colleague MaryLurleenM above.

You can also check our Support Hours page to know the best time to contact them that is convenient for you.

Let me also add these articles that you can use for future guidance. These can guide you on how to merge your customer and personalize your invoice in QuickBooks Online (QBO):

• How to merge accounts, customers, and vendors
• Customize invoices, estimates, and sales receipts in QuickBooks Online

You can always get back to this post whenever you have other concerns or questions with your QBO account. I’ll be around to lend a hand. 

This has been happening for our team whom has vendor view..  historically (prior to March) they were able to code expenses, checks, and bills to customers accounts to then accounting could add to invoices.  The option to select (Check) the bill box is still available but the customer drop down option is not working, no customers are visible when typing or trying to select from drop down.  I have full access view and I can see customers on drop down view but I need my vendor only viewers to see this to be able to invoice customers for fees paid on their behalf in our service/ agency business.  This is a QuickBooks’s online issue related to an upgrade please add me to the ticket fir correction notice.  (1st Wed-Fri of March broken, fixed the 2nd week, returned 3/15.)

Hey there, @gmalone.

Thanks for sharing your concern with us. 

As of the moment, there are no open cases with regards to the Customer drop-down list not showing customers. However, I can provide you the steps that will you resolve this matter.

Sometimes too much cache accumulated in a browser might cause unexpected behavior with the product. This can be the reason why the list of customers isn't showing. 

Let's run some basic troubleshooting steps so we can isolate the issue and fix it.

To start, access your account in a private window. This mode doesn't save any web searches and login details on your device. Simply press the following keyboard short cut keys:

• Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

If you're able to see the customers again in the drop-down list, go back to your regular browser and clear its cache. Or else, try using a different supported browser. It could be a temporary issue with QuickBooks and the current browser that you use.

If you're still getting a similar issue, reach out to our Customer Support Team. This way, they can check your account and verify its cause.

Additionally, you can run several financial reports to track what you've spent in QuickBooks. 

Let me know how else I can help you with QuickBooks by adding a comment below. I'm more than happy to lend a helping hand. Keep safe!

No this is not the issue this is a patch or upgrade in quickbooks online issue.  

I am having the same issue. I contacted QB and they were no help. I browsed on private mode like they asked, downloaded chrome and Firefox and it still has not worked. I never had this issue before it just happened about a month ago. I just gave up on chatting with the support team because it literally was no help. I still need help if someone knows who they contacted?

Same problem here. All I get is the same response “we are working on it and will let you know when fixed”.  Been dealing with this for weeks. Ridiculous. 

I JUST figured mine out!  Go into the customer details and check how the “display name as” is selected.  I unchecked the “print on” and used the drop down to have the name appear Last, First. And now I can find all of the missing customers. Looks like this started around March 1. Hope this helps you, too 

I just figured out what the issue was! It’s the way the name is displayed in the Customer detail section. I never have it going first name last name, and somehow it has it changed to select as you would print on a check and then it gets put into the computer with first name last name. Once I changed all of my customers to the right way, logged out and log back in they are all showing back up

Hi Reymond,

This isn't working.  Customer are not appearing in the drop down.  I've gone though the suggestions of private browsers etc and its not that.

I need to be able to link my PO line items to the client they are for using this field.  Please advise ASAP.

Cheers

Mike

Thank you for performing the suggested steps, MikeBox!

You should be able to select customers in the Customer drop-down when creating a purchase order. Since it gives you the same result, it'd be best to reach out to our Support Team for further investigation.

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter "Missing customer in the Customer drop-down".
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

If you need more references on how to use a purchase order, please check these links:

• Create and send purchase orders in QuickBooks Online

• Add purchase orders to expenses, bills, or checks in QuickBooks Online

I'm looking forward to assisting you again. Take care!

My customers are all companies and were not showing. I unchecked the 'Print On' box and saved the customers and they now show as expected. Thanks for posting your solution because I have been stuck for awhile!

I am having the same issue, but I have not been able to find a solution. Is there a resolution for this?

Thanks for joining the thread, David.

Have you tried the recommended resolutions stated above?

If not yet, you can follow their instructions. Otherwise, you’ll need to contact our Technical support for further assistance. They can investigate what’s causing the issue and can provide additional fixes.

Here’s how:

1. Select the Help menu.
2. In the Assistant window, type in “Talk to a human.”
3. Enter your brief concern in the field.
4. Enter/select I still need a human.
5. Click Get help from a human.
6. Choose a way to connect with our representatives.

Our Support page is always available if you need tips and resources. It also contains videos and webinars that can help manage your business. Just make sure to select QuickBooks Online in the Product list.

Please don’t hesitate to reach out in the Community if you have other customer concerns. We’ll be here to help you out.

I have a very hard time believing that there are no open cases. I have called multiple times about this issue with no successful results. My secretary is ready to quit over the distraction of it. If it’s not resolved we will be using other invoicing software. I can’t pay staff to not be able to do their job. 

This worked great for me!  Thank you for this post!!

Same problem here. Much time wasted clearing caches, trying different browsers, going to Private Mode. None of those suggestions work. I agree -- it seems like a long time for a bug to exist and the QuickBooks team not fix it.

Thanks for following this thread @rb4956. I want to make sure that this issue is being resolved.

Since the issue persists after following the steps shared in this thread, it would be best to contact our Customer Care team. They can help check what's causing this to happen fix it. 

Here's how:

1. Select the Help menum then in the Assistant window, type in “Talk to a human.”
2. Enter your brief concern in the field.
3. Enter/select I still need a human.
4. Click Get help from a human.
5. Choose a way to connect with our representatives.

Get back here if you need more help. I'd be delighted to guide you in any way I can. 

I found this issue to crop up again a few times since I replied to this thread last year. Each time I found out that being signed into TSheets while also in Quickbooks caused the issue. If I sign out of TSheets and log back into Quickbooks, the issue is resolved for me. 

I hope that helps you and others!

Thanks very much, rifa -- but I don't use Tsheets.

Same issue- any fixes?

Thanks for joining us here, Same3.

Allow me to share details to help with your concerns about the customer's name in the drop-down list. I'd also like to ask if it's only happening to a specific or to all types of transactions? 

Please know that QBO uses browser's cache and cookies when performing a task. However, too much saved data can can affect it's performance or produce unexpected results. This can be the reason why there are times that the name is not showing up when recording billable transactions.

If you have other browsers, use them to log back in to your account. You can use Google Chrome, Firefox, Microsoft Edge, and Safari because they are all compatible with QBO.

You can also open a private or incognito browsing session just in case you only have one browser. Either way would help us resolve some of the most common browser or banking issues in QuickBooks.

Here's how:

• Ctrl + Shift + N  for Google Chrome
• Ctrl + Shift + P for Firefox
• Control + Option +P if you're using Safari
• Ctrl + Shift + P for Microsoft Edge

After logging back in, record several billable transactions to test if it's already working fine. Then, proceed to deleting your browsing history. Follow the steps in this article depending on the browser that you're using: Clear Cache and Cookies to Fix Issues When Using QuickBooks Online.

These steps will remove the data or cookies that is hiding the name of the customer.

Please reply to me and let me know if that resolves the issue. I'd also be glad to offer my help if you need it again. 

How do you get to "display name as?" I don't see that anywhere and I don't see "print on" as an option.