I used to be able to move a sub customer from one parent customer to another and for some time now I can't .Why???

Good morning, @Shadyal.

Thanks for reaching out to the Community. 

I recommend clearing the cache from your browser. Web browsers collect cache (cookies) to save you time when loading repetitive data and images. These files can often become outdated or corrupted, causing issues like the one with you not being able to move a sub customer from one parent to another. I've included the links for all supported browsers that contain the steps for clearing the cache below. 

• Firefox
• Chrome
• Safari (Mac computers)
• Safari (iPad/iPhone)
• Microsoft Edge
• Internet Explorer

Please let me know if you have further questions or concerns. I'll be here to help you every step of the way. You can always reach out to the Community or me anytime you need assistance. We've got your back. Take care!

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no, it's not clearing the cache....the same problem appears on my new desktop iMac , the two other computers in my office, and the computer I have at home...and I even tried firefox which had recently updated and I never use, and the same problem shows up.....I have spent hours talking to QB folks about this and written several times and no solution...someone even advised me to delete all the history ...now  would you want to delete customer history? .....all of a sudden this problem appeared and it's been a headache for months now...see attached message I get...

I understand it can get frustrating having to go through multiple troubleshooting steps and not having any of them work can be a real pain, Shadyal.

I'll personally share your feedback with our phone support team regarding this one. We'll be able to take actions on improving our customer service.

I've also checked here on our end and there's no reported case about this one. In this case, it would be best to contact our Customer Support Team again (with your case or reference number).

They'll check further on what they can do and provide you better option aside from deleting customer history. 

Here's how to reach them:

1. Click the Help icon on the top right. 
2. Tap the Contact Us button at the bottom. 
3. Enter a short description of your concern. 
4. Tick Continue. 
5. Choose Message an agent to connect with our support. 

I've got a link here where you can find articles about managing your customer's transactions: https://quickbooks.intuit.com/learn-support/en-us/sales-and-customers/07?product=QuickBooks%20Online.

Fill me in if you need a hand with running financial reports or any QBO related. I'll be here to help. Keep safe and healthy. 

I USED TO BE ABLE TO MOVE A SUB CUSTOMER FROM ONE PARENT TO ANOTHER AND I CAN'T NOW.

REPEAT 1000 TIMES!   GET IT????  SOME TIME AGO I SPENT HOURS WITH ADVISORS ABOUT THIS ISSUE WITH NO RESOLVE.  (one case # [removed], I think)   FOR YEARS I COULD DO THIS AND I HAVEN'T BEEN ABLE TO DO IT FOR A WHILE....NOW A MAJOR PARENT COMPANY IS HISTORY AND I HAVE TO MOVE THE SUBS....previously I was told, "you have to delete the history then you can move it"..HOW STUPID IS THAT ? DELETE HISTORY????  I'M GUESSING DURING AN UPGRADE SOMETHING SCREWED UP IN THE SYSTEM TO CAUSE THIS AND NO ONE WILL ADMIT TO THAT......8 minutes ago I signed on to chat and I still see "help is on the way, we'll be with you in 5 minutes" (Case Number: [removed])   it's now been 10 minutes and no chat.....a few days ago I tried signing up for chat and I gave up after 20 minutes.

I know times are tough, but the indifference over this issue is obnoxious....  Al Underwood ID [removed]  my cell is [removed] office [removed]  email: [email address removed]

Hi Shadyal,

I know you've been through a lot, so I'll go straight to the explanation and solution to your concern.

The prompt in your screenshot will appear when a parent customer paid a sub customer's invoice. That payment could also be for their invoices (screenshot 1), or for the sub customer's invoices only (screenshot 2). This normally happens to sub customers that are set to be billed with the parent.

Your next question would probably be about determining which payment is shared by the two. The only way to know that is to open each payment under the parent profile to see which one looks like the screenshots above.

We'll be able to move the profile if we unselect the sub customer's invoices from the payment transactions of the parent. However, this step will turn them into credits to the parent's profile and will unpay the invoices of the subs customers. To solve this, you'll want to move the credits from the parent to the sub-customer, then pay their open invoice. Only do this when the sub-customer is already under another parent profile.

Lastly, I want you to know that I feel the frustration that you've been through. I hope my response clears up everything and turns things better for you. If you need my help, just reply to this thread and tag my name on it.

Hi @Shadyal 

For whatever it is worth, this in itself, is not something you normally want your system to allow you to do since this changes your accounting history/audit trail.  For this type of change, you want to follow proper steps.

NONSENSE.....IT WAS PERFECTLY FINE BEFORE FOR YEARS WE WERE ABLE TO MOVE FROM ONE PARENT TO ANOTHER.....DAMMITT....A PARENT GROUP NO LONGER EXIST AND I NEED TO PULL SUB CUSTOMERS FROM IT TO EITHER STAND ALONE OR TO ANOTHER PARENT....NOW WE'RE HAVING TO START EACH SUB CUSTOMER NEW AND WAIT FOR QB NERDS TO GET IT RIGHT SO WE CAN THEN MERGE THEM.....SICK, SICK, SICK OF THKS....

It's May 2021, and I'm repeating the same thing ....I used to be able to move a sub customer from one parent to another simply by choosing a different parent or if the customer became stand alone (without parent) by just unchecking and it would stand alone...none of this nonsense of deleting a bunch of stuff while doing one handed backflips while singing "you can't always get what you want"....and for the love of God someone please say simply why on God's Green Earth I once could do that and now I get all the nonsense QB royalty continues to quote.