Is QB online glitching for anyone? I'm trying to create an invoice for a new client with existing product/service and QB is acting like it doesn't exist.

Good morning, heidi-boswell.

Thanks for reaching out here in the Community. It's my priority to make sure you're able to successfully add existing products and services to invoices in your QuickBooks Online (QBO) account.

As an initial troubleshooting step, I recommend clearing the browser cache. The cache is in place to collect frequently used data to make loading web pages quicker and easier. If the cache becomes too full, it can create an adverse effect by potentially causing viewing and performance errors, like certain products or services to not be recognized. Clearing it will refresh the system and remove anything preventing items from loading properly. Here's how to do this if you're using Chrome:

1. Click the three vertical dots in the top right corner.
2. Select More Tools, then Clear Browsing Data.
3. Change the time range to All Time.
4. Only check Cached images and files.
5. Click Clear data.

The following article provides similar steps for other browsers: Clear cache and cookies to fix issues when using QuickBooks Online

Once you've completed this process, you'll need to log out and back in to QBO, then try adding the item to the invoice once more. Let me know how things look afterward. I'll be here if you have any other questions.

Hi Morgan,

Thanks for your help. I cleared the cache and logged out and back in and I'm still encountering the same problem.  Do you have any other suggestions?

thanks!

Thanks for giving that a try, heidi-boswell.

Since clearing the cache didn't do the trick, you may need to call in to speak with a member of the QuickBooks Online Support Team. Agents have specialized tools, like screen-sharing, to take a closer look at your account to determine what's causing the products and services to not load. Here's how to get in touch with the team:

1. Click the Help button in the top right corner.
2. Select Contact Us.
3. Enter Support in the field and choose Let's talk.
4. From here you can select to begin a chat session or receive a callback at a time that's convenient for you.

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

I'm only a comment or post away if you have any other questions or concerns.