Is anyone else having trouble with updated email addresses (existing Customer:Project) not propagating when creating new invoices? We invoice at the Project level.

Thanks for reaching out to us, secampbe.

I want to ensure that you can generate the updated email address when invoicing a customer in QuickBooks Online (QBO). Let's perform troubleshooting steps to sort it out. It's possible that QuickBooks may behave unexpectedly due to data issues in your browser. To verify this, try using an incognito or private browser. To open an incognito window, you can use the following keyboard shortcuts:

• Mozilla Firefox and Microsoft Edge: Press Ctrl + Shift + N
• Google Chrome: Press Ctrl + Shift + N
• Safari: Press Command + Shift + N

If you continue to experience the same result, I suggest using other supported browsers. This will help us identify if the issue is specific to your current browser. 

Just in case you want to personalize your sales forms in QBO, feel free to visit this article for reference: Customize invoices, estimates, and sales receipts in QuickBooks Online.

If you need further assistance regarding this matter, don't hesitate to leave a reply below. I'm always here to lend a hand.

I already tried this. And all the other possibilities while on the over 2 hour long chat I had to my Intuit expert. I can assure you that the issue is a bug within your new layout. Please fix this ASAP.

Thank you for the quick response, secamp. I appreciate your effort and time in performing some troubleshooting procedures to resolve your issue. Let me route you in the right direction of support. 

I understand you have already contacted our support. However, you might want to give them another shot. They have the resources and tools to determine why you're experiencing this through a screen-sharing session. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

Here's how: 

1. Go to the Help icon. 
   
2. Choose the Search tab.
3. Select Contact Us.  
4. Hit the Ask about something else tab. 
   
5. Enter a brief description of the issue you encountered. 
6. Click Continue. 
7. Choose a way to connect with us:
   

• Have us call you - We'll save your spot in line and call you back.
• Chat with us - Start a conversation.

For more information, check out this article: QuickBooks Online Support.  

We appreciate you letting us know about this, secamp. Should you have more concerns about project management in QuickBooks, comment below. We're always available around the clock to support you every step of the way. Take care! 

1. I spent over 2 hours on chat with an expert. I shared my screen so they could see exactly what was happening. This doesn't include the time I spent trying to troubleshoot on my own.

2. We tried everything that could possibly be the cause. Please do not assume my background, education, or experience. I am very comfortable with computers and software. It is not something "wonky" that only appears occasionally. It is not related to the browser I use or my cookies/cache. Using an incognito screen doesn't fix it. It isn't the template I use. It does not matter if I am in desktop mode or not. The pattern of clicks that I use to arrive at the invoice screen or which screen I create the invoice from doesn't matter.

3. After wasting almost the entire day trying to resolve this a ticket was created.

4. Email addresses are no longer being pulled from the "Customer" data fields into Project invoices. If I change the email field and invoice a Customer the new data is translated into the invoice. If I invoice an existing Project that is connected to that Customer then the new data does not migrate into the invoice. If I add a Project and then create an invoice the new data does appear.

5. I have hundreds of Customers and thousands of Projects. Physical addresses and email addresses for Customers change all the time. I cannot spend time creating new projects and migrating the existing records so that the email address is correct. Nor can I manually check invoices for the correct email address every time I invoice a Project.

6. My concern is that Intuit is pushing a Customer centric format. I can see this by the fact that when I had the desktop version I could send Statements to people at the Project level. After I was forced to migrate to the online version I learned that I can only send Statements at the Customer level. FYI, my Customers hate this. I spend a lot of time answering questions about which invoice is related to which project of theirs. Based on the fact that complaints about this loss of functionality go back years I am concerned that since data updates propagate fine at the Customer level that Intuit is not concerned about this bug in their programming. My only hope is to encourage other users to investigate their functionality, find the same bug, and also send a complaint to Intuit. Otherwise my ticket will be prioritized low and my only option will be to search for different accounting software. There is an expiration date on waiting for this fix and it is about a month.

Update - as of today this bug is fixed on my end. I dont know what they changed but updated email addresses are now propagating into project documents.

Well said secampbe !!!!!

I too have had the same issues, and EVERYTHING in your email I support !!!

I too have spent countless hours myself as well as customer service, as well as screen sharing. 

The customer service rep. was obviously stumped also, and tried to invent that "this must be the way the new form at works".

I do find that some days it DOES work, and other days it does NOT.

Intuit...........by now you must realize that this new format has a glitch.

Help us !!!!!

I had been running quick functionality tests every few days to see if Intuit had fixed the problem. I didn't run it on ALL my Customers because there are hundreds and that would be ridiculous. I ran it on the few that I knew had this problem. It appeared to be fixed and I rejoiced. I also stopped the periodic testing because why would I assume that it would work some days and not other? Silly me. Last month's invoices indicated that it is an intermittent issue now. I'll reach back out to Intuit again to try and fix this bug but I'm not optimistic. Though I do appreciate that I am not alone.

   You have no idea the smile you put on my face when I read your post.

Thanks again for the reply...............I too will keep trying to figure this out.

Interesting to note that the latest Consumer Affairs Review (dated 6/11/24) has Quickbooks rated as 1.1 out of 5 stars with 1192 participants.

I hope Quickbooks takes notice !!

Yes I am having the exact same issue as you are having.  We create invoices through an existing customer project and the email address is seen in the field but once you click into the invoice it disappears.  This is so annoying and was not happening before the change in layouts.  I wish Quickbooks would just leave it alone.  It's a waste of time when you have to figure out the new changes and how it effects your business.

Hoping if enough people complain they will fix it.

I see you prefer to use the old invoice design in QuickBooks Online (QBO), office1crs. Allow me to share details about this. 
 
QuickBooks is continuously working to enhance its products and services to meet the needs of small businesses better. While this option is unavailable for the new layout, I'd suggest providing feedback or submitting a feature request to our engineers.

Here's how to submit feedback:

1. Go to the Gear menu and then select Feedback.
2. Type in your feature request in the description box.
3. Once done, click on Next.
   

You can also track feature requests through the Customer Feedback for QuickBooks Online website.

Additional discussions and details about this update are also discussed in these articles: 

• See What’s New With Estimates And Invoices In QuickBooks Online
• QuickBooks Invoices And Estimates FAQs

You can always count on me if you have further concerns about project management. I'm just a post away.

I am having the exact same issue with existing customers. I also used to be able to customize the email addresses in the invoice before sending to different PM's within the same customer organization. Now it will let me change the email addresses on the invoice but when I save and send it, it defaults back to the original email address. I am so frustrated with this issue and don't understand why no one is working on fixing it instead of giving the generic suggestion to report it. It has obviously been reported now just fix it!!!

I am having the same issue. I use the project module for every customer we have. I have noticed, it happened today, that when I create a new invoice for a project, the email will be there at first then go away. Then I have to populate it This frustrates me because I have to get out of the invoice and go to the customer information and copy the email address that should have populated that field in the first place. I don't like this extra step, it upsets me. This is not a browser issue, it is a Quickbooks issue. I also don't like the new invoices. There is a "ship to" that comes up on my estimates which I have to turn off because it bugs me. Not sure why all these changes are happening. How about you guys keep things the way they were and put in a few adds. 

Please know your feedback on the changes made within the program is valid, @RobbinN. I recognize your concern about populating the email address on the invoice for a customer project, and I'd like to point you to the support who can assist you.

In QuickBooks Online (QBO), once you've entered the email address on the project or customer's profile, it will automatically populate once you create an invoice or other transaction.

As it is unexpected for the email address to show on the invoice and then suddenly disappear, I recommend contacting our Customer Live Support team to investigate it further. They're fully equipped with tools to pull up your account securely and conduct an inquiry to identify the cause and provide the best solution.

Here's how you can reach them:

1. Go to the Help menu, then select the Search tab.
2. Click Contact Us.
3. Choose a topic, then enter a brief description of your concern and hit Continue.
4. Pick either Chat with us or Have us call you and start connecting with them.
   
   

For additional reference, you can use the following article to personalize invoices in QuickBooks: Customize invoices, estimates, and sales receipts in QuickBooks Online.

In the meantime, if any other concerns arise or if you have additional questions, please don't hesitate to add a reply below. I'm here to ensure you'll receive the help needed.

I was really hoping that this would be corrected quickly since it not only affects my work product but also is something that my Customers can see every time I send out an invoice for a project. They get irritated because information isn't being sent to the email address they have requested I use. I'm irritated because i have to keep track of the growing number of projects that I need to manually check and edit before sending out invoices too. And you can be sure that I'm not falling on that sword - I tell every single one of them who is at fault. I have an Intuit investigation number for this particular problem; it is INV103601 and was created on 6/27/2024. The problem is older than that but they tried to claim it was fixed, closed the original number, and can't reopen it once it's been closed. If you have this problem - PLEASE contact Intuit and ask that your account be attached to INV103601 so that they can update you if a solution is found and so they can stop claiming that I am the only person having this issue.

FYI, I just got an email today saying that the problem was resolved. It wasn't. I'm still having the same problem. But now that investigation number is closed. Convenient timing considering I published the number on Friday. I called to have the investigation opened under a new number and because I didnt have time to go through another 2 hour long screen share to come up with the same exact problem for a 3rd time - he hung up on me.

I found if you enter the email address in the project details it will populate in the invoice. HOWEVER, I can't copy and paste from the customer information or enter more than one email address in the project details. I'm not able to type in a comma. It needs to go back to having the customer email information automatically populated in the project estimates and invoice.

I appreciate what you've done so far to resolve this issue, @elkinsdoyle. Let me share some insights about the feature limitation on the Project details in QuickBooks Online (QBO).

It's currently not possible to copy and paste customer information or enter multiple email addresses with commas in the Project details in QuickBooks Online. While this feature isn't available yet, we value your input to shape future updates. Please provide direct feedback to our product engineers. 

1. Click on the Gear icon.
2. Under Profile, select Feedback.
3. Enter your suggestions.
4. Then hit Submit.

You can also track feature requests through the Customer Feedback for QuickBooks Online website.

Moreover, the additional discussions and details about this update are also discussed in these articles:

• See What’s New With Estimates And Invoices In QuickBooks Online.
• QuickBooks Invoices And Estimates FAQs.

In the meantime, if any other concerns arise or if you have additional questions, please don't hesitate to add a reply below. I'm here to ensure you'll receive the help needed.

As of 11/13/2024 this is STILL an ongoing issue with QB.  When using the "Projects" feature, email addresses from the Client profile does NOT populate correctly regardless of what you do, how you format the email address or update the most current past invoice.   

This "bug" is causing our Clients to not receive invoices and this is a very basic feature of such accounting software.

I too spent 2 hours sharing my screen with level 1-2 and 3 and they all recognized the problem but advised me that there is nothing wrong with the software since I can manually enter email addresses as I create each Client invoice....YES....enter email addresses manually....why then use QuickBooks software???

Fix this problem or I take my company to another service and sure many feel the same way...this is significant "bug" in the system that is not be addresses so if you utilize "Projects" for your business....DO NOT THINK OF USING QUICKBOOKS UNTIL THIS EVER GETS RESOLVED.  

This is not what we want you to go through, David. I appreciate your effort in trying to resolve the issue of incorrect email addresses in the client profile when managing projects. I'm here to help you out.

We aim to help you have a better experience with our products and services. While I understand you have already contacted our support team, I encourage you to contact them again.

They possess the resources and tools needed to investigate the root cause of this issue and can report any bugs directly to our developers. Specifically, you can ask them to look into this matter for a potential fix.

For your convenience, here are the detailed steps to contact support:

1. Go to Help.
2. Select the Search tab, then choose Contact Us.
3. Type in your issue or concern in the field. Hit Continue.
4. Click the Chat or Callback option.

Additionally, you can refer to this article for more guidance: QuickBooks Online Support.

Furthermore, I recommend checking out the following article, which provides steps to personalize invoices in QuickBooks.It will help your documents stand out and create a lasting impression on your customers: Customize invoices, estimates, and sales receipts in QuickBooks Online.

I appreciate your patience and understanding as we continue to improve our product. Please let me know if you need further help managing projects or anything else in QBO. I'm here to keep helping.

Your AI response is insulting because we HAVE contacted customer support. And have spent HOURS walking them through the problem. I have ticket numbers. It has been reported to the developers. For what's it's worth since they tell ALL of us that's not a bug since you can manually type in the email address. Just because there is a manual solution to a problem does not mean it isn't a bug in the software. The only way that it isn't a bug is if this is how you intended the software to work. That isn't true, is it?! You can't possibly expect to charge your end users thousands of dollars a year to manually enter customer email addresses?!

I too have spent over three hours with a rep; now waiting on a developer to look at our screen. I have determined that entering an email in the Project Details screen will populate in an invoice; however, if you delete the email in the Project Details screen AFTER ENTERING AND SAVING AN INVOICE, QB doesn't recognize that it has been deleted and still populates the invoice with the deleted email address. I set up a new test client and a new test project both under the new test client and a test project under an established client. QB does NOT recognize that the email address has been deleted email in the Project Details screen! I’ve tested this in both old and new clients and old projects and new projects. The developer is still having me try different things while he is looking at my screen!

CYCBusiness1526....I see that you too are very frustrated by the issue that exist with customer email addresses not working correctly when using Projects or Customer sub-Accounts.  I know there are MANY others that have faced the same software failure and have cancelled their QuickBooks subscription to find another Accounting software platform that meets the basic expectations of its users. 

I also see that SECAMPBE has had this ongoing issue and I research this further, have found many others that have this issue but have not found this thread to complain about it.  

A new QuickBooks software update was made on 12/09/24 and the issue still persist and has not been fixed.

I believe our only options are to make as much noise as possible in hopes of getting this issue fixed OR that we all find a new software accounting platform for out businesses.

I have spent a lot of time & resources over the past 2 years in integrating my company with QuickBooks and leaving is not my first option BUT if  I and others choose this option, we should all let as many people know about the basic failures of this software so that others do not fall down this rabbit hole!

I was on the phone for over 4 hours yesterday with the rep and developer! I was told that I would receive a call back this morning around 10 am because the issue is escalated to the development team on the west coast. Haven't heard back yet and it's 11:38 am!

I also just discovered another issue! The terms set up in the client profile aren’t populating in the invoice correctly if not creating an invoice from as estimate. If you use the estimate to create an invoice, the terms are correct. If you create an invoice without using an estimate, the terms defaults to net 30, even though I have net 15 set up in the account settings!

The email issue is also happening only on non-estimate invoices. If you have multiple email recipients in the estimate, the emails populate when converting an estimate to an invoice.

I did not know about the new QB update on 12/9/24. That's when I first discovered both issues. I had no issues on 11/7/24 when I invoiced clients on non-estimate invoices with multiple email recipients.