I click on customer drop down my parent customer does not appear. When I do a customer search the parent company is there. Why isn't it showing for a new sub customer?

Hi there, finances1.

There are times that too much cache or certain browser issues affect how QuickBooks behaves. Let me share some steps that can resolve some of the most common browser-related issues when working in QBO.

First, log out from your account.

Second, use an incognito/private browsing session or a different browser. Here are some of keyboard shortcuts to quickly open an incognito session: 

• Ctrl + Shift + N  for Google Chrome
• Ctrl + Shift + P  for Firefox
• Control + Option +P if you're using Safari
• Ctrl + Shift + P for Microsoft Edge

Third, log back in and check if you can already see the parent account. If you're able to do it, follow the steps in this article to delete your browsing history: Clear Cache And Cookies To Fix Issues When Using QuickBooks Online.  

Let me also share this article for additional reference: Add And Manage Customers In QuickBooks Online.

Reply to me or reach out to us again if you need more help with QuickBooks. 

Hi finances1,

Hope you’re doing great. I wanted to see how everything is going about adding searching for a parent customer. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.

Looking forward to your reply. Have a pleasant day ahead!

I am having this same issue, but only with ONE parent company.  It does not show up in the search for "bill parent company".  It has been like this for a month.  I was able to search it yesterday, and got some billing completed.  Today when I tried to invoice the same parent company, it did not show up in the search.  I have cleared cookies and cache.  I have tried incognito.  I even entered the customer again without the "Inc." at the end of their name.  It was basically a "brand new" customer with no sub accounts yet.  It still did not show up when I searched it.  *Note:  I have not changed anything at all in QB.  I am entering customers as I always have.  This parent company does however have a few hundred (guessing) sub accounts that are invoiced to them.  They do show up if I just search customers.  It is only in the add new customer screen. All other parent companies are searchable when I am invoicing.

Thank you for reaching out to us, cindy29.

I appreciate you doing all the basic troubleshooting steps for searching the parent company to create invoices.

For further assistance, it would be best for you to contact one of our QuickBooks Online Support.

Here’s how:
1.     Sign in to your QuickBooks Online company.
2.     Select Help (?) at the top right.
3.     In the search field, enter the topic you need help with. You can also enter questions.
4.     Click Contact us to connect with a live support agent.

Feel free to get back to us for further assistance. Thank you.

I'm having the Same Issue.  Both myself as the accountant and the main user have each tried to add the Parent to the sub-customer.  Neither of us are able to add this like we have previously in the past.  

Thank you,

Tricia Daniel

Assurance Accounting Services LLC

I am having the same issue

I am having the same issue as well.

I'm having exactly the same issue.  I've done all the suggested fixes such as using Incognito, deleting caches in browser and deleting site-specific cache.  Nothing has worked.  The client won't show up in the list of Parent Companies when I select Bill with Parent.

Thank you for bringing this to our attention, labix.

I recommend contacting our Live Support Team since you've already performed the troubleshooting steps. One of our representatives can create a case and send it to our Product Team to find a permanent fix.

Here's how to get in touch with them:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
     • Start a chat with a support expert.
     • Get a callback from the next available expert.
       
       

Please check the support hours I've outlined below so you know when to contact them:

• Plus, Essentials, Simple Start M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT
• Advanced, any time, any day.
  
  

Don't hesitate to post again if there are other things you need with QuickBooks. I'm always around to help you.

I am having the same issue. Has a resolution for this been discovered?

Hi there, David. I'm here to take care of your concern about your customers in QuickBooks Online (QBO).

There are no open investigations about users not being able to locate the parent customer names in QBO. To isolate the issue, you start by logging out and opening QuickBooks again to refresh the page. Once done, please make sure that the parent name isn't made inactive from the Customers window. You can check it through these steps:

1. Sign in to QBO.
2. Tap on Sales at the left pane, then click on Customers.
3. Mark the box beside Include inactive from the small gear icon.
4. Hit on Make active under Action.

From there, you can proceed with setting up a new sub-customer.

In case you're getting the same result, I would suggest reaching out to our Support Team for further assistance. A live representative can look into your account securely and investigate this unusual behavior.

You can also check out the topics from this link for more tips and resources while working with your sales and other customer entries in the future: Topics about your company's income and customers.

If you have any other questions about your parent or sub-customers, please let me know by adding a comment below. I'm more than happy to provide additional assistance. Keep safe!