My client cannot edit the billing address on a new invoice. When the invoice is saved, the billing address reverts to the original text. Not true with sample co. Why?

I have a workaround to edit the billing address, gtobias.

I've checked our records to see if there's ongoing investigation, but found none. I've also tried this on my end, and I am able to save the changes.

As a workaround, you can edit the billing address on the customer's profile. Here's how:

1. Go to the Sales tab and select Customers.
2. Select the customer you need to edit the billing address.
3. Click on Edit.
4. On the pop-up, make the necessary changes. Then, Save.

Once done, create a new invoice. It should appear the updated billing address.

Please let me know if you have other concerns. 

This doesn't really help.  By way of background, I recently migrated my client from QB Desktop to QBO.  The customer list is all screwed up, and the billing address now incorrectly includes the first name of the primary contact as the first line above the company name, whereas in QBDT it is just company name and address.   It appears we are going to have to painstakingly go in and edit every single customer's details to fix this.  But in the meantime, and for that matter for any other reason, my client ought to be able to manually edit this field when creating an invoice.  So the problem remains a problem, and unsolved.

Thanks for getting back, gtobias.

I appreciate that you provided a little background about what happened. The best way to fix the addresses is to edit or update them manually. You can follow the steps I've provided above.

Though we're unable to edit the addresses by batch, I'll send a request so this feature will be added in the future update. 

Get back to me anytime if you have more questions I can help.

So, great.  A manual rewrite.  Fab.

And the problem remains:  why is my client unable to manually edit the address field for a specific invoice?

Hello there, @gtobias,

I've come to share some clarifications with changing the billing address on an invoice.

When you create a new invoice for the same customer, QuickBooks automatically fills in the original billing address. If you edit the address through the invoice page, this won't change the information entered on the customer profile.

If you permanently want to change the billing address, you need to edit it through customer details on the sales page.

That will clarify your concern for today. Let me know if there's anything I can help you with. Don't hesitate to leave a comment below. I'm always glad to help.

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@gtobias wrote:

 

And the problem remains:  why is my client unable to manually edit the address field for a specific invoice?

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3 robots have chimed in all with a lack of adequate comprehension programming.

The algorithm cannot grasp the concept of "why is my client unable to manually edit the address field for a specific invoice?"

Malcolm,

Did you ever get a satisfactory answer?  Intuit's lack of attention to this is stunning!

Thanks for joining this conversation, @Philw1.

Like my colleague mentioned, we haven't received any reported issues about this yet. Just to verify, have you already tried the troubleshooting steps provided on this thread? If you have and the issue persists, I suggest contacting our Phone Support team to investigate why you're unable to edit the customer's billing address on an invoice.

Here's how to reach them:

1. Click the Help (question mark) icon at the upper right.
2. Select Contact Us at the bottom to connect with our support.

Keep me posted on how the call goes or should you need anything else. I'll be here for further assistance. Take care always.

Hi,

I am having the same issue.

Why does it allow you to edit the address in the invoice screen if it is not going to save it?

If users need to manually edit in customer details fine but the program should not let users edit it in the first place. 

It is resulting in incorrect information being sent out on invoices. 

Can you please advise if this is being looked into being corrected.

Hi there, Clarks.

I appreciate you giving us feedback with your experience about editing customers information. Let me help share more information about this feature.

In QuickBooks Online, there are times that the customer will be bill on the other address. This is the reason, that even if you’ve set up a customer address on their profile, you still have the option to edit it on the actual invoice. Since not all the time that the customer will be bill on the same address.

For more information about this feature, here's a great resource that you can read: Edit customer informationEdit customer information.

If you have any other questions, please let me know. I'd be happy to answer any questions you may have.

Slapping my forehead with a pained expression

It is painful!  And when I click on "We value your feedback..." I see a blank page!

I'm wondering if you ever figured this out because I am having the same problem and it is driving me crazy. 

Hi there, @danica_rose_security.

Please know that this isn’t the kind of customer service we want you to experience. To help you get this sorted out, I suggest contacting our support team. This way, they can further investigate  on why you're experiencing this.

Also, it would be great if you can provide us a screenshot or video of the issue so they can immediately spot the error.

Any additional information provided is very much appreciated 

To contact our support:

1. Sign in to your QuickBooks Online account.
2. Click the (?) Help icon.
3. Click Contact us.

In the meantime, you can follow the workaround provided by my colleague AlexV above on manually editing the billing address in your customer profile. 

Also, feel free to check our Help articles page in case you want to learn some "How do I" steps in QuickBooks Online.

As always, don't hesitate to leave a comment below if you have other queries. We're always here to help.

I'm not a robot which is why I think I have found a solution / workaround.

Before proceeding, if a human from QB is reading this your support service is complacent, QBO  has less functionality than desktop and I won't be recommending QB to any other of the numerous small businesses we work with.

The problem seems to be related to the migration from desktop to QBO. The incorrect assignment of the Name, Company and Display Name fields in the migration appears to prevent on-the-fly / per invoice changes after migration. 

1. Go to the Customer information Edit window.
2. Enter First and Last Name in the appropriate fields (other fields can be blank)
3. Make sure the Company name only appears in the Company field.
4. Important. Use the Dropdown to choose an agreeable 'Display Name as.'
5. Go to the Billing Address field and make sure that neither  Name or Company is in this box.
6. Click Save.

New / Copy invoices (delete the old one) will display correctly and you will now be able to edit BOTH invoice and delivery address on a per-invoice basis.

This is a big fail by QB because this will need to be done per customer by us the sorry users and should have been dealt with by the QB migration or the QB code should be forgiving enough to cope with this migration error.

Great information, AWUK.  Working around the bad design of QBO.

I have had the exact same issue since migrating from QuickBooks desktop. It is a MISERABLE failure on Intuit's part that their importing algorithms mess up the addresses so badly. It is also a miserable failure that QBO doesn't allow the options of saving an edited billing address the way QuickBooks Desktop does. Desktop asks "You have changed the billing address. Do you want to save this new information for next time?" or something like that. Intuit NEEDS to really fix the migration importing algorithms or allow a lot more customization of that process, AND need to take a closer look at Desktop features that are missing in QBO. I will likely be canceling my online subscription and going back to desktop very soon.

Hey there, @KenFarrington.

QuickBooks desktop and the online version are similar products with different interfaces. I can see that there are some features in the desktop version that’s not yet available in QBO. One of them is the Information Changed pop-up.

We're constantly working to enhance the product's features. Being able to automatically save the edited billing address in the customer’s profile would be a great addition.

I'm going to submit feedback on your behalf about this feature for consideration in future updates. To help you stay updated on all new product releases and news, click on this link: Blog.

If there’s anything else I can help you find in QBO, post a comment below. I’m here ready to assist further. Have a good one.

Hi, @Rasa-LilaM

Thanks for the reply and for submitting the suggestion. The bigger problem really is the migration from QuickBooks Desktop. Are they aware of how many people have problems like the ones in this thread? Another one is none of my clients sales tax codes (I have several categories) transfered over. The migration should be a much more hands-on process by technical support rather than an automated process. Anyway that's probably better in another thread, but if you can submit that feedback to the engineers I would much appreciate it. Thanks again.

We've been using QBO for a couple years now, and only recently did this glitch show up. Before, I've always been able to edit the address on a specific invoice and it would save it on that invoice. That's no longer the case. Completely stupid.

Hello, @drrcnegex.

The billing address on the invoice always follows the information recorded on the Customer  Information page. You can update the billing address displayed on a specific invoice. However, it will revert back to the original address when you create a new invoice for the same customer.

Here's a screenshot on how it should look like on your end:

To isolate the odd behavior you've experienced, you can create a dummy customer with a dummy invoice. Once completed, create and save an invoice with a different billing address. If the address of the sample invoice reverts back to the original one you've entered, let's perform some troubleshooting steps.

      1. Access your Use an incognito or private browser to access your QuickBooks Online account:

             > Google Chrome, press CTRL  + Shift + N

             > Mozilla Firefox: press CTRL  + Shift + P

             > Internet Explorer: Press CTRL  + Shift + P

             > Safari: press Command + Shift + N

      2. The stored information and history in your regular browser may affect QuickBooks' performance. If you’re able to save an invoice with a modified billing address, you may want to clear its cache.

     3. Delete and recreate the invoice you're having an issue with.

     4. Enable Active Scripting (if using Internet Explorer):

          a. From the Tools menu, select Internet Options.

          b. Click the Security tab and select the Internet icon.

          c. Click Custom Level.

          d. Select Enable under Active Scripting.

          e. Click OK twice.

     5. Reset the browser to its default settings.

Meanwhile, to learn more about fixing unexpected browser-related behaviors, you can check these articles:

• Troubleshooting browser problems
• QuickBooks Online doesn't load correctly or has blank pages

Feel free to leave your comments below if you have other questions. I'm always here to help.

To repeat (myself and many others)...there are common circumstances where if you change the address on a saved invoice and then save it, the address reverts back.

They aren't grasping the issue. We are talking about changing the address on a specific invoice, not the entire customer's account. "Edit the address on the invoice and click save" obviously isn't working. I've cleared the cache, reset the date, and usually that works (which we shouldn't have to do in the first place) but not always.

Hi there, drrcnegex,

Great job for clearing the browser's cache. Let's access your QuickBooks Online account in a private window and change the address from there.

Usually, the system will prompt you this "You've changed [OneTime Customer] Billing Address for this transaction. This change will reflect in your current transactions. Do you want to make it permanent to reflect in all your PAST and future transactions?"

If YES is clicked, it will change the previous invoice's billing address to the new one that's saved. If NO, it will just save the new billing address only for that transaction (invoice).

You'll want to be very cautious in saving invoices for general customers. And, click NO on the message prompt.

If the same issue persists, I highly recommend contacting our QuickBooks Online Support Team. They can create a ticket and send it to our Product Team for further investigation.

Here's how you contact them:

1. Sign in to your QuickBooks Online company.
2. Go to Help (?).
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose Start a chat to connect with us with a support expert.

Don't hesitate to post again if there's anything else you need. The Intuit Community is always open to answer certain questions.

Thank you and stay safe!