Customer disappears after deposit entry

Hi Steve, no that is not the issue. We do not invoice in QB online. When I enter a deposit, save it and then go back in, if it is more than 112 lines, the customer name is missing. When I click on the field, the customer name appears. Once I save it and go back in, the same thing happens. The customer names disappear after line 112. Thank you for trying to help me, Debby

Hi Steve, no that is not the issue. We do not use the invoicing in QB online. When I enter a large deposit and it has more than 112 lines, save the deposit and then go back in, after line 112 (sometimes it can be higher line like 115) the customer name disappears. Everything else is there. If click on the customer field, the name reappears. Then if I save it and go back in, the same thing happens again. The Customer name disappears. Thank you for trying to solve my issue. Debby

Hello, dtroyer. I want to make sure this taken care of.

I suggest reaching out to our customer care support to have this better checked. They have more tools, like screen sharing, that can help you resolve your concern.

Here's how:

1. Open the QB Assistant chat bot by clicking the Help menu.
2. You'll be presented with a list of options. Simply select Talk to a human. 
3. When asked, enter a brief description of your issue.
4. Proceed with I still need a human.
5. Click the Get help from a human link.
6. Select Get a callback or Start a message. 

Please be reminded of our business hours to ensure we attend to your needs.

I'll be around if you need anything else.

I experience this very same problem.  Sometimes it is other columns rather than the Name, ccould be payment method.

Very Very Frustrating, expecially when in a hurry doing deposits and needing to get to the bank.

Sometimes saving deposit, logging out , then back in, then opening deposit works, but not always.  

I hope there is a solid answer for this.  Thanks

It is very frustrating. QB doesn't have a fix for it & won't fix it. I called a while ago and the highest department would not help. I also noticed when I type in the name, they are no longer in alphabetical order. Very disappointing after all the money we pay for this service. I knew I wasn't the only one that has this problem. Thank you for letting me know you have this issue too. :)

We'd want to make sure that we get this sorted out, Sue and Debby.

You also mentioned that you were in contact with our Techincal Support Team about this issue. Have you tried performing some browser troubleshooting steps to fix this? If not yet, you can follow these steps. First, log in to your account using a private browser. There are times that the browser is full of frequently-accessed page resources, thus causing websites, like QuickBooks Online (QBO), to act weirdly. From there, you can try looking into the deposit you created if customer names are posted as expected. 

To use a private browser, here's how:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Secondly, if this works, it means that you need to clear your browser's cache so the system can start fresh. Lastly, if you get the same result while using a private browser, I recommend switching to a different browser. 

I'd recommend reaching out to our Phone Support again during business days if the issue persists. They are open from Monday to Friday, between 6 AM to 6 Pm Pacific Time. They can review the case notes saved by the previous representative who assisted you and can open an investigation regarding this matter. Here's an article where you can get their contact details: QuickBooks Online Support.

In the meantime, you'll want to enter deposits per customer instead of entering all deposits from different customers at once. 

Visit us again in the Community if you need anything else.

Good afternoon Catherine,

When I called QB support, they had me go into the private browser and it did not work. They escalated the problem to the top IT department and they decline helping me. So yes, I did all of your suggestions (thank you) and received no help from them. I cannot enter the customer deposits as individuals as I can have 100 customers for one deposit. We are a school and when the parents pay through a 2nd party, the deposits are lumped together. Many years ago, QB was great with this. Now when you type a few characters in the received from, the names don't come up alphabetically and the received names sometimes don't show once you select them. When I print, the names appear. If our accountants look at the deposit, it looks like I did something wrong because the names are blank.  Also when in deposits, we used to be able to enter 2 digits for the account #'s and now it shows A instead of the 2 digits. I was told by QB that I was only supposed to enter 50 lines. This happens even when I have less lines. I can have 1 line or I can have over 200 lines of entries for 1 deposit since we have over 300 students. It is impossible to break of the deposit. I even said to the QB customer service, if we are only supposed to enter a certain amount of lines, why are we allowed to continue. They couldn't answer that question. It is disheartening knowing the QB worked great before and now it doesn't.

has this issue been solved?  I’m experiencing the same thing

Hi there, @jjbrown84. Thank you for reaching out to the Community. I'd like to ask for additional details on the troubleshooting steps you've applied so that I can guide you in the right direction.

I'd like to know if you've performed the browser troubleshooting steps after having the same issue of not being able to see customers when adding deposits in QuickBooks Online?

If no, I'd recommend doing the browser troubleshooting method mentioned by my colleague above. If you're still not able to do the task after troubleshooting, I'd suggest contacting our Customer Care Team. They have the tools to verify your account and check the issue further. 

I've added a reference for you to know more about the bank deposits: How to Record Bank Deposits in QuickBooks Online.

I'll be around if you have any follow up questions. Please don't hesitate to let me know in the comment sections. Take care.

I followed the instructions to clear my cache, data and it is still an issue with the customers disappearing.

I want to stop this from happening to you, @dtroyer. 

I appreciate all your efforts to resolve the client's name disappearing on the Deposit page. I have other troubleshooting steps to follow to get rid of the issue in QuickBooks Online. 

Are you referring to the Customer column on the Deposit page? I've replicated on my side, and the client's name will appear after saving the transaction. As I reproduce the scenario, I find something that can cause the problem. These include:

• The client's name you choose is tagged as Employee or Vendor. 
• Need to check and uncheck the Track returns for customers box to retrigger the settings.  

See the sample screenshot below for more guidance: 

If you're referring to the Received From column, the names must not disappear. With this, we'll have to review your account again since we do not have an ongoing investigation into this problem. I'd suggest calling our technical support again. If you still have the previous case ID, please provide that to our agents. This way, they can help and look for the details of your issue quickly. To know availability, check out this link: QuickBooks Online Support.

Did you know that you can run the Deposit Detail report in QuickBooks? To access it, please visit the Report page and enter the name in the search field. 

In addition, read these articles below to find out more about bank deposits and how to reconcile them:

• What are Bank Deposits in QuickBooks?
• Reconcile an account in QuickBooks Online

Keep me posted if you need further assistance managing your deposits in QuickBooks. I’ll be right here to help you. Take care always, dtroyer.

I am experiencing the same thing. The names do not appear in the "received from" column on the deposit screen even though they are there.  If you run a report they are there.  If you click on the field they are there.  When you click off they are gone.  The names were there a couple of weeks ago.