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Community Contributor *

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?

This seems to be an issue just with my new client's setup.  I'm able to manually edit the billing address field on a new invoice from my own account, and you can do so for the sample company.  But for this one client, the billing address stubbornly reverts to the original text when we hit save.  This is true whether my client is logged in from her computer, or I am accessing her account from my QBO Accountant account.  Help, please?

16 Comments
QuickBooks Team

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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. 

Community Contributor *

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

QuickBooks Team

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

Community Contributor *

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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?

QuickBooks Team

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

Established Community Backer ***

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...


@gtobias wrote:

 

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


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?"

Not applicable

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

Malcolm,

 

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

Moderator

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

Not applicable

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

 

Moderator

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

Community Contributor *

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

Slapping my forehead with a pained expression

Not applicable

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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

Not applicable

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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

 

QuickBooks Team

Re: My client cannot edit the billing address on a new invoice. When the invoice is saved, the bi...

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.

Frequent Explorer *

Re: 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'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.

 

Not applicable

Re: 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?

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

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