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CYCBusiness1526
Level 3

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

I have a possible work around for you with your statements not showing projects. You can copy the project name to the Memo on statement box at the bottom of the invoice. The memo shows up on the statement for invoices.

DavidVall
Level 2

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

CYC...greatly appreciate the information unfortunately the issue we have is that when using the "Projects" functionality for our customers, the email addresses on any new invoices do not reflect the email addresses outlined in the actual Customer profile. 

 

The email address when building invoices for any "Project" will not reflect any updated email addresses entered under the Customer profile and in most cases, the email address on the new invoice  will only reflect a single email address which is the 1st email address outlined within that customer profile.  If there are multiple email address (a 2nd or 3rd), then they do not correctly populate on the new invoice.

 

If you are NOT using the "Projects" feature for your Clients, there are not issues as this software issue is only impacting the "Projects" invoices.

 

Thanks for trying to assist!!!

CYCBusiness1526
Level 3

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 your response, David. I was actually trying to reply to secampbe from 5/10/24 about his issues with his statements.

CYCBusiness1526
Level 3

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

I think all of us should get together and get an attorney to file a class action lawsuit against Intuit/QuickBooks for the amount of time we have to waste to make QuickBooks aware of and repair their programming errors!

CYCBusiness1526
Level 3

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

OK, after over two more hours with tier 2 developer and tier 3 engineer, they are going to open a global investigation to get this issue resolved, both the email issue and the terms issue are being escalated to the engineers. I should receive a new case number in a few days; if not, I will be calling back! We have to get this bug fixed!. They even looked at the coding on the console and could see the errors! They had me use incognito in Google Chrome and try different things, but they could see how it wasn't working!

CYCBusiness1526
Level 3

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

My case # is [removed] and the investigation # is [removed] from today 12/12/24.

FishingForAnswers
Level 10

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

@CYCBusiness1526"My case # is [removed] and the investigation # is [removed] from today 12/12/24."

 

Well, at least Intuit is efficient at one task.

secampbe
Level 2

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

At least they only removed the references. When I published my case number they sent me an email to tell me the case had been resolved. It hadn't.

 

Many thanks to everyone that has been reporting this issue - it has a greater chance of being resolved this way.

CrystalD
Level 2

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

Just posting to add that this is still a problem as of today, 12/20/2024. Got a snarky email from a client because the invoice went to a previous email address. The client card is correct but if I try to make a new invoice from the project, it shows the correct email address for a second then changes to the old one. I can't review all email address when invoicing each month. It's insane that this thread is from May and this is still an issue. 

FishingForAnswers
Level 10

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

@CrystalD  "It's insane that this thread is from May and this is still an issue."

 

Oh, they're just getting warmed up.

 

I've lost count of how many threads on here span years, filled with similar statements to yours.

CYCBusiness1526
Level 3

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

When you set up a new project, don't put an email address in the project email. I know it won't help the projects already set up, but will help on the new projects. I received this letter from QB on 12/19/24 regarding this issue:

Hello Jeannine Shaw,


We're reaching out to you about the recent issue you reported: Creating and emailing an Invoice from a Project does not add all email address like when creating an Invoice outside of Projects. Your case (15127672911) is being reviewed, and we'll reach out when new information is available via email.


Here is the latest update:

Engineers are aware of the issue and it is in the process of being prioritized/investigated. Although this is being actively looked at, we do not have an ETA for resolution at this time.

 


Our next scheduled update will be: Fri Jan 03 20:00:00 GMT 2025

If this is not the issue you are experiencing, please contact us with case number 15127672911 for further review.

 

QuickBooks Care Team

NewSource23
Level 2

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

I am still having this issue and this is starting to waste a lot of my time and very frustrating since this feature worked fine early  last year.  I have multiple different emails for clients and it is taking too much time. I have to invoice through projects and this is crazy. I have also been on the phone several times with several different assistants that have done nothing to help.

If this continues, I will have to look at another accounting system. 

NewSource23
Level 2

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

I am still having this issue and this is starting to waste a lot of my time and very frustrating since this feature worked fine early last year.  I have multiple different emails for clients and it is taking too much time. I have to invoice through projects and this is crazy. I have also been on the phone several times with several different assistants that have done nothing to help.

If this continues, I will have to look at another accounting system. 

DavidVall
Level 2

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

NewSource

 

QuickBooks has been updating my open work ticket each month with a general explanation that "They are aware of the issue and working on a resolution but none of have been found at this time".  

 

This explanation has been provided to myself and others for about 1-year now and clearly QuickBooks/Intuit cares more about "selling their products" than fixing their broken software and retaining customers.

 

If the software is not capable of pulling email addresses from 1 common Client database, then they should tell tell everyone this and allow us to decide if we can run our business with this limited accounting software.

CYCBusiness1526
Level 3

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

I received this email on 1/3/25 and it is totally BS! If this is how the software is designed, QB made a huge mistake! I must copy the email addresses from the customer record into each invoice that I create for unbilled expenses on a project! 

 

I have learned not to use the email feature on new projects so that the invoice will then use the default emails in the customer record. That doesn't help the projects that have been established for a while. QB projects ignores the fact that I deleted the email on the project. QB still uses the deleted email. You can't tell me that this is how it was designed! Someone screwed up royally!

 

Email from QB:

 

 

Hello [removed],

 

We’re reaching out to you about a recent issue you had with Creating and emailing an Invoice from a Project does not add all email address like when creating an Invoice outside of Projects.

We reviewed your case (15127672911), and found that QuickBooks Online is working as designed. We appreciate you reaching out to us with your concerns, and would like to hear more. Submit your feedback in QuickBooks Online by selecting the Gear icon, then selecting Feedback.

 

QuickBooks Care Team



 

 

 

 

 

 

 

 

 

 

 

 

 

DavidVall
Level 2

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

I received an email from QuickBooks concerning this long-standing email address issue when creating an invoice using a "Project" assigned to a Client. 

 

It appears the description of my active case number (15126735160) was changed to reflect the incorrect information as it referred to an issue with a Clients "address" and not the "email address" issue which I first reported 3 months ago and which I had followed up with 2 additional support calls.

 

I spoke with a support person again today (01/09/25) and they stated that my open case number was issued for Client addresses and NOT an email addresses so the QuickBooks Engineers were NOT reviewing the correct issue. 

 

The support person also advised me that NO other email issues as I described above exist with the software and I refuted this information and showed them this Support page and each of the email address issues you each reported when using the "Projects" feature of this software.

 

We began from the beginning again in which I shared my screen and showed them the issue which the support person quickly said that this is indeed an issue and pulled in additional software engineers to troubleshoot the issue.

 

After another 1.5 hours on the phone, we were unable to again fix the issue QUICKBOOKS REFUSED TO OPEN A CASE NUMBER because they said their Engineers believe the software is working properly.

 

I would recommend that anyone having the similar email address issue as described above continue to press QuickBooks to resolve this major issue  and/or begin looking for a new Accounting software company.

 

I have escalated this complaint to the Front Office of QuickBooks and an additional supervisor in hopes that these individuals have the ability to further escalate this issue as the Priority Support personnel and Engineers will not provide any assistance to all of us that have this issue.

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