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

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:

• Customize reports in QuickBooks Online
• Memorize reports in QuickBooks Online

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.

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. 

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. 

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.

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.

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.

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

Welcome to the QuickBooks Community, Kmo1. Let's perform some troubleshooting steps to ensure that the Magnifying glass works properly in QuickBooks.

To start, I suggest accessing your QuickBooks Online (QBO) account using a private browser. Then, utilize the Magnifying Glass from there. This is to rule out the possibility of a webpage issue, and private browsing doesn't store local files or cache.

Use these keyboard shortcuts based on the browser you're using:

• For Firefox or Microsoft Edge, press Ctrl + Shift + P.
• For Chrome, press Ctrl + Shift + N.
• For Safari, hold down Command + Shift + N.

If it works in incognito, you can clear the cache of your regular browser. This clears the history or log of sites so you can start with a clean slate. If the steps above don't work, use another supported browser.

Lastly, you may refer to this article if you need steps to search for transactions by customer name, vendor name, and transaction type: How to search for transactions in QuickBooks Online.

Feel free to click the comment section below if you have other concerns about Magnifying glass in QBO. I'll be sure to get back to you, Kmo1. Have a good day!

On top of the search still not working after reaching out to customer service numerous times the most recent update also prevents me from using a custom invoice template.  Specifically adding additional columns with custom fields to the invoice.  I'm done with QB and searching for another option.

If anyone finds another product that has the ability to import a csv with invoice data please post below.  I have been using SAASANNT with QB to accomplish this but on the hunt for something new.  QB is trash and customer service is even worse.

My Customer Search feature worked fine yesterday and today when you hit enter, it does nothing. So frustrating. 

The last 2 times I've had to contact support both times ended up taking HOURS out of my day and they didn't even help me. so, I'm hesitant to even try to get help. I just don't have that kind of time. One support person even hung up on me and closed my ticket. I'm seriously considering shopping for completely new accounting software or going to QB Desktop. I have had issues with recurring customer payments not going through and I have no idea until I reconcile my bank account. I've had issues with QBO saying email addresses are bad when they are not. One invoice can't be emailed because it says I have emojis in my subject line. I have letters and a 4 digit invoice number in my subject line. Not even a # sign is in there. I've about had it with QBO and their support department. This search thing is just one more issue to add to the pile.

You QB people better get it together. I've been using QuickBooks for 15+ years and I am so ready to bail, it's not even funny.

I'm having the same problem.  Very frustrating.

This isn't what we want you to experience, Leticia1982. 

I've checked our records and found out that the investigation about this has been marked as closed by our engineering team. 

Since you're still experiencing the same issue, I'd recommend contacting our Support Team. We'll have to conduct a set of examinations to find out why you're still experiencing the same problem. They might create another ticket if needed.

 To contact them, you can follow the same steps shared above. Utilize the Help icon and click Contact Us.

Keep your post coming if you have other concerns about managing your customer lists. Have a great week ahead, and stay safe. 

Your feedback is valuable to us, @cmil1024. I understand how important it is for you to have a reliable and efficient accounting solution that meets your needs without causing unnecessary delays and difficulties.

I recommend reaching out to our Customer Care Support team once more to have them thoroughly investigate and resolve these problems. You can share the details of the problem you're encountering with the Customer Search feature and mention that it worked well previously. This way, the support team can have a clearer understanding of the challenges you're facing and work towards a timely and satisfactory resolution.

Here's how to reach them:

1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.
   

If you have any other questions or need further assistance, please don't hesitate to reach out.

I am having the same issue, just started today clicking on the magnifying glass, type in the document # I am searching for and hit enter.  It just stays on "searching" no error note and yes, I have tried a different browser.  That is always the "go to" pat response instead of looking into the program or seeing if there are any others having the same issue.  And I cannot be hung up on going through these scripted useless responses.  Take the issues seriously, take responsibility and fix it. what will probably happen is if enough people complain the issue may be bumped up to the appropriate level to actually fix....weeks later without any communication to any of the users having the issues.

So this is me, logging in the issue 10/12/23

Your feelings are valid, @actionglass. I appreciate your effort in using different browsers to confirm if the same thing happens when using the magnifying glass. Worry no more, I'm here to provide clarification and route you to the department that handles this matter.

Using a different browser and clearing the cache is a basic troubleshooting we provide in cases like sudden changes in the program's behavior. It helps us verify if this is a webpage-related issue, as the stored cache affects the performance. Doing so also refreshes the system so you can start with a clean slate.

I've checked my resources and found an ongoing investigation (INV-94150) about being unable to use the Advanced search with any search field or filter. Please know that the previous report (INV-88393) that other users shared in this thread have been closed. Therefore, our Engineering Team is currently working on a new issue where the screen gets stuck on Searching, which results are not displaying and freezing.

As much as I want to assist you further, this is a public forum. That said, I recommend contacting our Support Team to be added to the list of affected users. Rest assured that you'll receive the progress of the report via email.

Here's how:

1. Go to the Help icon and choose Search.
2. Click the Contact Us button and enter your concern.
3. Press Continue.

Please note our operating hours so you can contact us timely. For other ways to reach us, refer to this article: QuickBooks Online Support.

For additional tips about handling your reports in QuickBooks Online, you can open this link: Run reports in QuickBooks Online.

Our engineers are looking into the issue to provide an effective solution. We'll update this thread once fixes are available. In the meantime, let me know if there's anything else I can do for you. I'll be here to assist you.

Found a solution.  Not sure why this worked but switch your view.  If in accountant switch to business or vice versa.  This remedied the issue for me.

- Settings Gear

- bottom right corner of pop up menu "Switch to XXXXX view"