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jpgillen
Level 1

I added a new customer and they are not accessible meaning I can't find them now that I have added. Try to re-add them and I'm told they already exist

 
3 Comments 3
Charies_M
Moderator

I added a new customer and they are not accessible meaning I can't find them now that I have added. Try to re-add them and I'm told they already exist

I'm glad you brought this up, jpgillen.

 

Your experience of being unable to access a customer that already exists is sometimes caused by a browser issue. It is normal for web-based platforms like QuickBooks Online (QBO) to gather cache files for faster browsing. However, too much of this can cause such error. I've got a couple of steps to help get this working.

 

Let's start by using a private browser. Since this doesn't store data in the cache, it the best place to isolate browser issues. Try these keyboard shortcuts depending on the browser you're using:

 

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

Then, test it by creating an invoice and adding the customer. If you're able to do so, I recommend you go back to your regular browser and clear its cache. This will remove the log files and start with a clean slate. Otherwise, you can try other supported browsers to help narrow down the cause of this behavior.

 

To learn more about managing your customer list, check out this article: Manage your customer list.

 

Please let me know if you have other concerns. I'm just around to help. Take care always.

jpgillen
Level 1

I added a new customer and they are not accessible meaning I can't find them now that I have added. Try to re-add them and I'm told they already exist

Thanks, but this did not resolve

IamjuViel
QuickBooks Team

I added a new customer and they are not accessible meaning I can't find them now that I have added. Try to re-add them and I'm told they already exist

I'm here to share additional troubleshooting steps, @jpgillen.

 

Let's first view your Customer Contact list. This way, you'd see all the customers added to your QuickBooks account. Here's how:

  1. Go to the Report menu.
  2. Scroll down to the Sales and Customers section.
  3. Double-click on the Customer Contact List.
  4. Locate the name of your newly-added customer. 

     

     

If your customer is not on the list, you can try using the Advanced Search feature to locate your customer's information using their address. You can follow these steps:

  1. Click the Magnifying Glass icon.
  2. Enter the customer's address. 

Keep me posted if you have other questions about managing your customer's information. I'm always here to help.

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