Emails received after an invoice has been paid no longer shows the Customer Name. It is populated with the customer's email address instead. How can I resolve this?

Hi there, @userlpetersonfpc.

I want to ensure this matter is addressed timely so your emails with subjects about customers' online payments in QuickBooks Online (QBO) reflect their names correctly.

Currently, we have an ongoing issue where customers, like you, have been receiving emails from online payments showing the customer email address instead of the complete name. Rest assured our engineering team is aware and they've been all hands on deck working to fix this as soon as possible.

While we are unable to provide the exact turnaround time as to when this problem is fixed and the workaround is also not yet available, I assure you that all the updates will be sent via the email address we have on file. Therefore, I recommend contacting our Customer Care Support so you'll be added to the list of affected users. To do so:

1. Go to Help.
2. Select Search.
3. Click Contact Us.
4. Enter Customer email address is showing instead of their name on emails from online payments in the What can we help you with? text area.
5. Select Continue.
6. Click Start a chat or Have us call you to connect with our team online.

For now, I'm including this reference for the steps in creating a document for your customers showing what is due for a certain number of days coming and other balances: Create and Send Statements in QuickBooks Online. This way, you can remind them and let them prepare the needed payment for your invoices.

We appreciate your patience as we're working on this matter. Please let me know in the comments below if you have any other QuickBooks questions. This is @JonpriL, take care and stay safe!

I just wanted to add that I have been having this issue for several months now as well. 

Hello caseyland69,

I understand how inconvenient when a feature isn't working as expected.

Our engineers are still investigating why online payments show the customer's email address instead of the complete name. To ensure your company's name is added to the list of affected users, I'd suggest reaching out to our phone agents. You may follow my colleague's steps to contact us.

Feel free to browse this link for more resources in managing customer statements: Create and Send Statements in QuickBooks Online. 

You can always get back to the forum if you need further help. My colleagues and I are here to guide you.