Payment received emails

Thanks for reaching out to the Community, drogers1. I appreciate your detailed information.

Since your payment notification emails are displaying customer names as email addresses, I'd initially recommend checking with the email provider you're working with. It's possible there could've been changes made which make emails display this way.

If you've confirmed this isn't being caused by anything on your provider's end, I'd recommend checking your browser. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check how payment received emails are displaying.

Here's how to access incognito mode in some of the most commonly used web browsers:

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

If your notification emails are showing the customer's display name you have on file in QuickBooks while browsing privately, it's safe to say this problem's being caused by the browser. It can be fixed by clearing cached data and Intuit-specific cookies.

In the event they continue displaying an incorrect name for your customers while browsing in incognito mode, you'll initially want to try switching to another browsing application.

Here's a list of supported browsers:

• Google Chrome - version 78 or newer
• Mozilla Firefox - version 76 or newer
• Microsoft Edge - version 75 or newer
• Samsung - version 10 or newer
• Opera - version 68 or newer
• Safari - version 12 or newer (Mac only)

You can also check a browser's compatibility with QuickBooks by utilizing our browser health checkup tool. QuickBooks supports the current and two previous versions of browsers. If you find you're using an unsupported version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.

In the event you've found no problems that could be causing this with your browser, I'd recommend using a different device and/or internet connection. If it continues happening on other devices and/or internet connections, 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, and create an investigation ticket if necessary.

I've also included a detailed resource about system requirements for QuickBooks which may come in handy moving forward: System requirements

If there's any additional questions, I'm just a post away. Have an awesome day!

Don't you think it would be a pretty odd coincidence for that to be an issue for me and my clients at the same time?

We too are experiencing the same issue beginning around Sept 12 2022. See the attached image as an example of how the Customer Name is displaying their email and not their name as it previously did. This is causing us extra work of researching their name from their email address. 

(And for what it's worth, I tried opening that email message in an incognito browser window and it did not resolve the issue. That is a very weird suggested fix in my educated opinion. This is a back-end engineering issue.)

I appreciate your attention to this issue. thanks

I've checked our record and found that this is a known issue and that investigation about The customer name displaying their email is still In-Progress drogers1 and Jeff_AT.

Please know that our engineers are constantly working on a permanent fix. I'd recommend contacting our Customer Care Team. This way, you'll be alerted once any updates about this matter are made available.

Here's how:

1. Click the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter unauthorized charges in the Type something field, then click the send icon.
4. Choose I still need a human.
5. Select Get help from a human.
6. You can either select the Chat with us or Have us call you option.

For future reference, check our customer and sales page. This contains a list of topics that tackles sales and customer-related transactions. 

We appreciate your patience as we work on a resolution on this matter.

I also am experiencing this and yes it does add extra work!

Have you heard anything?

I can see the urgency of getting this resolved, @vickiallely.

I checked Investigation 77488 about payments received notification emails from QB Payments duplicates customer email instead of a customer name on file. Our product team are still investigating this issue you are experiencing. I know it has been a while, but I assure you, we are doing our best to get you back on track in no time.

For now, you may want to contact our Customer Care Team to receive updates. To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

Thank you for your patience and understanding while we look into this further, @vickiallely. If you have any other concerns, feel free to reach back out. Have a great day.

No, I haven't heard anything and I don't expect I ever will.  I'm so frustrated with QuickBooks support - this was a typical situation.  First someone replies with how it's something that's my fault.  When it is clear that it isn't my fault because it's happening to other people, someone else replies that it's a known issue but don't worry, they're working super hard on it.  They keep raising rates on the programs so they can provide better support yet the better support never comes!

I agree, when it's a known issue that's almost been a month. It's my feeling is QBDT gets left behind on issues.

I am having the same issue.  It's annoying that no one has answers.  It seems like several people are experiencing this, but QB's assistant, even when talking to a human gets me nowhere.  HOPEFULLY they can get this resolved soon!

I have been experiencing the same issue and have been cut off from customer support when I tried to call and chat - extremely frustrating!!

It's not the kind of experience we want you to have, @CTD.

The issue about payments received notification emails from QB Payments duplicating customer email instead of a customer name on file is still unresolved. Our product team is still working on a fix. 

In the meantime, I suggest contacting our Customer Support Team, so you'll be added to the list of affected users and receive an email notification once we resolve the issue. 

You can reach our Customer Support for QBO by going to the Help icon at the top right of the account. Then, let them add you to Investigation No. 77488.

Follow the steps below: 

1. Go to the Help icon to connect to a live support agent. 
2. Provide us with some information about your concern.
3. Select the Contact Us button and provide some details about this concern, then on the Let's talk button. 
4. You'll now be provided options on how to connect to our Customer Support.

You can check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.

Please know that you can always drop by here if you need any help with your account. I will be happy to assist you further. Have a wonderful day!

I know this is no help, but I am having this same issue as well. It's frustrating that it is taking this long to fix. :(

Thanks for joining the thread and letting us know about the issue you're having, @meghannchannell.

I checked Investigation about payments received notification emails from QB Payments duplicates customer email instead of a customer name on file and its status is still in progress. Right now, our engineers are still conducting a complex investigation. Though I’m unable to provide a definite time frame, rest assured that you'll receive an update via email at the email address on file once there’s a new development.

For now, you may want to contact our Customer Care Team to receive updates. To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

If you have any other concerns, feel free to reach back out. Have a great day.

It was odd. Like a light switch. There one day, gone the next.

It is taking quite some time to fix and making our "jobs" more tedious.