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Level 1

Problem with sub-customers in TSheets

Two of my clients are actually sub-clients (sub-customers) of a third. I had originally been tracking the three of them separately and they all showed in TSheets. I need to bill them all together so I made the two clients sub-customers of the third. Now TSheets is showing them as sub-clients. The problem is that TSheets no longer allows me to log time on the main client. Only the sub-clients. How do I log time on the main client when TSheets won't let me select it?

3 Comments 3
QuickBooks Team

Problem with sub-customers in TSheets

Good day, lisa17. 


By default, you will be asked to select a client or project when you need to log the time. To rule out if this is caused by a browser-related issue, we can perform some troubleshooting steps. 


Let's open your QuickBooks Online company using the incognito or private browser. This mode helps isolate the issue and will not save your browsing history. 


You can use the following keyboard shortcuts: 


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

Then, launch TSheets from the Apps > My Apps page. Try to select the client and log the time. If it works, go back to your regular browser and clear its cache. Please make sure to close and re-open your browser afterwards.


Alternatively, try using a different supported browser.  


Please keep me posted after trying this out. I'll be right here to help until a solution is found. Thanks.

Level 1

Problem with sub-customers in TSheets

Thank you for trying to help. It seems that I have to add the main client as a sub-client. Not ideal and creates confusion w/ prior reporting periods.


Problem with sub-customers in TSheets

Good afternoon, @lisa17. Thank you for coming back to the Community! 


As my colleague said, the way customers are set up in TSheets you can't select the top one by itself to track time. It will always require you to pick a sub-client.


I'd definitely recommend leaving this feedback with our Development team. It helps us know how we can improve our product to better suit our customers. 


Here's an article on how to submit your request on the web and the app: Submit feedback to TSheets.


Thank you for taking the time to do this. We definitely appreciate it!

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