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morgan1234
June 3, 2023
Question

Customer Search Not Working and numerous options in reports missing QB Online

  • June 3, 2023
  • 16 replies
  • 34 views

I am attempting to use the search function on the customers page and it isn't working.  Also, when I try and run the customer balance report the ability to customize columns is missing.

Support says that it is offline even though the current time is within published customer service issues.

Overall the site is loading in a peculiar way and changes on every refresh.  I have tried firefox and chrome along with clearing cache/cookies on both.

Anyone else seeing issues with this?  Or have any idea of a way to contact support other than online chat without having to pay for the premium support upgrade?

16 replies

J
JamaicaAQuickBooks Team
QuickBooks Team
June 3, 2023

I appreciate your effort in clearing the cache or cookies and switching to other browsers to check if it's a webpage issue, @morgran1234. I can also see the urgency of fixing the Search function and having the ability to customize customer balance reports. Worry no more, I'll share another way of contacting our Support Team directly.

 

Upon checking my resources here, there's a new investigation report (INV-88393) about using the Search option in Customer List. With this, you need to connect with our Support Team. They will add you to the list of affected users to receive notifications about the progress and fixes available. 

 

Since the Community space is a public forum, we cannot give a contact number directly. It is to protect you from any harm. You can visit this page instead and scroll down to the Can't get signed in? section: QuickBooks Online Support. From there, you'll see the contact number you can use to call us directly.

 

Once everything's settled, check out these references to learn more tips about personalizing reports and then saving their current customization to save time:

 

 

Feel free to let me know how the call goes. I'd like to ensure that the Search function and customize buttons work perfectly on your end. Take care.

D
DorkiCorki
July 3, 2023

Reported the same issue to CS a month ago.  Also used chrome, safari, firefox and the issue persists.

An additional issue is there was an update which changed the way the Customers were displaying with options for different views on a horizontal bar. That's disappeared now.  Have you seen that?

Seems like the last update and bug fixes hasn't been going well. 

 

DivinaMercy_N
DivinaMercy_NModerator
Moderator
July 3, 2023

Hi there, @DorkiCorki. I can imagine what you must be going through. But, let's work together to figure this out.

 

I appreciate you posting here and sharing some details about your concern. Allow me to provide additional information about the Search option in QuickBooks Online (QBO).

 

The issue about using the Search option on the Customers page has been tagged as closed and resolved. You just need to type the name of the customer or any keyword and press the Enter key on your keyboard. This will display a list of names that match what you entered.

 

Since you're still experiencing the same thing, I recommend reaching out to our Phone support team for further assistance. Once connected, you can request a screen-sharing session so they can check your setup. Here's how:

 

  1. Select the Help menu and choose Search.
  2. Then, click Contact Us.
  3. From there, enter a brief description of your concern and select Continue.
  4. Next, choose either Start a chat or Get a callback.

 

To ensure you'll get assisted immediately, feel free to check our support hours page.


Regarding your other concern, you'll see the horizontal bars (☰) option once you open one customer profile and it is located on the top left side of the screen. Refer to the steps below:

 

  1. Select the Sales menu and choose Customers.
  2. Click the name of one customer.
  3. Once opened, look for the triple bar menu icon (☰) located on the left side of the screen.
  4. When clicked, this will show you the lists of your customers.

 

You can also modify your sales forms to include only the needed details. For detailed steps, check out this article: Customize invoices, estimates, and sales receipts in QuickBooks Online.

 

I'm always here ready to lend a hand if you have other concerns about managing your customer lists. Have a great week ahead, and stay safe. 

D
DorkiCorki
July 17, 2023

Thanks but that doesn't work either.  

And all the CS wants to do, if I can even get anyone which is rare these days, is tell me I shouldn't be having the issue and I should go to the community help pages. So here I am being told to go back to HELP again.

Tired of the run around, it's my 5th attempt at getting this fixed.

 

C
csalvian
July 17, 2023

I have the exact same issue. This is going on for over 6 weeks now? This seems like such a simple thing to fix since it was working awhile back.

Q
QueenCModerator
Moderator
July 17, 2023

This isn't what we want you to experience, @csalvian. 

 

I know how this issue had affected you and has stopped one of the most important things you'll need to do to keep up with your business. I'm also anticipating for this to get isolated as much as you do because I truly understand your situation right now and waiting for quite a long time for a permanent fix isn't ideal.

 

Based on the latest update, the investigation about the unavailability to generate results when using the Search button on the Customers (INV-88393) page has already been closed. This means that those who have reportedly experienced this are now able to search for their customers in QuickBooks Online.

 

However, since you're still experiencing the same issue, I'd recommend getting in touch with our Customer Support Team. This is the best thing we can do at the moment so we can let our engineers know that there are customers like you who are still affected by the same issue. This way, they'll be able to look over this and once again open an investigation if needed. 

 

I know these are trying times, but please know that together with our engineers, we are doubling our efforts and putting in so much to isolate this so we can offer our customers like you a permanent fix. We really appreciate your patience with this. 

 

Moreover, should you need to add, edit, delete, or merge customers in QuickBooks Online, feel free to browse through this article: Add and manage customers in QuickBooks Online.

 

If you need any updates about this investigation or if you need any more assistance managing your customers in QuickBooks Online, please keep in touch by leaving a comment below. I've got your back. Have a good day and stay safe.

K
Kmo1
July 21, 2023

The search (magnifying glass) icon is not working.  I click on it, and nothing happens?  

 

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