I have a customer missing from my customer list. I added the in months past. I can only find them via search box. How can I get them to show in my list? Thanks!

Hi MaryAnn_E, no luck - I tried both the inactive list and the browser cache check.  Any other thoughts?   Cheers.

Thanks for getting back in here, @jtmpv.

In QuickBooks Online, there's a maximum of 300 names that will show on the customer list. Once it increases to 300, some customers will not show on the list. 

You may consider running a report to see all the customers in your account. Here's how: 

1. Log in to your QuickBooks Online account.
2. Go to the Reports menu at the left panel.
3. In the Find report by name field, search for Customer Contact List Report.
4. Click Customize to add some filters to your report.
5. Once done, choose Run report.

If the customer is still not present in the report, I suggest contacting our support team. They have the necessary tools to check your account and help you fix your issue. 

For more information, feel free to check this article: Add and manage customers in QuickBooks Online.

Let me know if there's anything else you need. I want to help and ensure you'll achieve your goal for today. Have a pleasant day.

Thank you - we have well under 300 customers and the customer in question does show up in the customer contact list report, just not on the customers page, despite being "active."  Any other suggestions welcome, otherwise I'll follow up with the support team.

Cheers

I appreciate the steps that you've taken and the update that you gave, @jtmpv.

I've got another suggestion that you can try that can help identify why the customer is missing from the customer list.

You can utilize the Audit Log feature in the system to see if there are any modifications made to the customer's information. This area keeps track of your activities, and you can see who made changes to your books and what they did.

Know that in doing this you need to sign in as an admin to access the audit log. Ask your master admin if you don’t see it.

Here's how you can navigate it:

1. Go to Gear icon⚙.
2. Select  on Audit Log. 
3. Select Filter.
4. Use the fields on the Filter panel to choose the appropriate User, Date, or Events filter to narrow the results.
5. Select Apply. 

To learn more on how to use this feature, please see this link: Learn what the audit log can do and how to use it to keep an audit trail.

If there are no changes made, and the problem continues, I recommend reaching out to our Customer Care Team. They have the tools that can further isolate this hurdle and provide a fix.

Here's how you can reach them:

1. Click on Help at the top menu bar.
2. Hit on the Contact Us button.
3. Enter a brief description of the issue in the What can we help you with? box.
4. Press on Let's talk.
5. Select on Get a callback.
6. Key in your contact details, then tap on Confirm my call.

Keep me posted on how it goes by leaving a reply below. I'm always here to help if you need anything else. Stay safe!

I have added a few customers and can not find them on the contact list or reports.  I have tried the private browser, adding inactive, etc and nothing works.  I did the phone call with QB for troubleshooting and that was no help.

Any ideas on why this is happening?

I appreciate you joining in this thread, ssykes1.

We're receiving reports that other users are getting this issue as well. We would like to inform you that this has already been escalated to our Engineering Team. While they do, I would advise you to get in touch with our QuickBooks Online Support.

This way our engineers can add your account information to the list of affected users and attach your case to the ongoing investigation (INV-56731). Any progress will be communicated via email.

As a way around, you can check for hidden filters on the customer list. You will see a small clickable link at the top of the page that says "clear filter" see https://jira.intuit.com/secure/attachment/2400252/2400252_2021-03-30_10-45-30.gif for a gif of the process. 

You can use our live messaging option from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturdays. To ensure we address your concern on time, check out our support hours. Here's how to get in touch or chat with us:

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Chat with us.

Kindly update me on how things go by adding another comment below. I want to make sure you're all set and able to see your customers. I'm here if you need further guidance. Have a great day! All the best.

Thank you for the response.  I have already talked to support and they said they noted it.  I have tried to chat at least ten different times and I get no answer.  We use the P and L detail report to pay our employees and I am unable to do so until this is resolved.  It worked two weeks ago, then just stopped.

Due to a registry error in the Windows Operating system , you may face this QuickBooks Online Search Not Working Error. May this methods help you to resolve the problem!

It didn’t work 

I can only imagine the hurdle you've been through in fixing the issue with your customer list, @Terrance Reiling.

In addition, I appreciate you going over the proposed troubleshooting steps from my colleagues' responses to this article. I recommend contacting Customer Support if you're still having problems. This way, they can look into it more thoroughly and provide you with the best potential answer in no time.

Here's how to contact support:

1. Log in to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Choose either tab to get started:

• Assistant: In the field, type in Talk to a human. If you decide you need more help, type once again Talk to a human.
• ​​​​​Search: Hit Contact us at the bottom part. Click on Start a chat or Get a callback from the next available expert.

Please note their support hours to make sure they're available for assistance.

We're always here to back you up if you need further help on how to manage lists and/or QuickBooks in general. Just leave a reply to this thread. Stay safe always!

Terrance-are you not able to see customers that you have e

added?

Terrance-are you not able to customers that you have just added?   It happened to me. There is a section when adding a customer that has display name and print on check (or something like that- don’t have QBO in front of me).  Check the drop down and select the display name by Last, First.  That fixed it for me.  Then go back and edit the others you couldn’t find.  You’ll probably have to search by the first name in the customers section.  Hopefully this makes sense. 

We are noticing just recently (maybe since they played with the new Customer & Leads menu) that some new customers do not show up in the Search box on the customers screen.

I can find them if I search for their transactions (top right) and the side bar customers search and also by scrolling through the customer list.  All their transactions show up in "All Sales". But we are frustrated when we cannot find them by searching the main customer search box.  In some cases we have created a duplicate customer and then have to merge them (which then we weirdly can find them).

We have tried incognito, a different browser, clearing cache - with the same results.  I have edited the customer name in several ways, saved, refreshed with no different results.  We typically save the name as LAST NAME, First Name(s).  For a couple we use SMITH, Bob & Jane.  

Does anyone have more suggestions to get the Search field working better in the Sales/Customers page?

Let me route you to the best support that can check why your customers don't show up in the search box, @Kavco.

Since you’ve already performed the recommended troubleshooting, I suggest contacting our QuickBooks Customer Care Team. They have the resources and tools such as screen-sharing to help you investigate this further. Please let the representative know what you've tried so far, so we don't recommend the same troubleshooting.

Here's how to reach us:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
4. Hit Contact Us.

You can also check out this article for another way of reaching out to our support team and its support hours: QuickBooks Online Support.

To add up, here are some articles that you can visit about the information that you can search in QBO and on how to manage your customers' lists:

• Manage your customer list
• Search for transactions

Please let me know if I can be of additional assistance or should you have any follow-up questions. I’ll be here to help. Stay safe, @Kavco.

I'm having the same problem. Did you find a solution?

I'm happy to help you fix the customer's missing name concern, @Nancy121.

I want to stop this from happening to you. I'll make sure that all your customer's names will show in the list.

Have you done doing the troubleshooting provided by my colleague above? If not yet, I'd recommend doing so. The alternatives will help resolve your customer's missing name in the list.

If you've done all the troubleshooting steps and the issue persists, I'd suggest reaching out to our Customer Care Team. They have the resources and tools such as screen-sharing to help you investigate this further. Please let the representative know what you've tried so far, so we don't recommend the same troubleshooting.

You can follow the steps provided above on how to contact our experts. Also, you have the option to visit this links to get their telephone number: QuickBooks Online Support.

Moreover, you can bookmark our QuickBooks Online Help Articles for future reference. This page contains various topics about handling your account.

If you have a question about QuickBooks, feel free to ask me. I'm an open book and willing to help always. Keep safe. 
 

The QB team fixed it up for me very quickly.  It's a technical issue related to the new screens.  No problems since.

Yes, I was in the same boat. No resolution from the afore-mentioned troubleshooting but I did reach out and the problem has been resolved. I've been using Quickbooks for training purposes and during a 1hr+ phone call with the customer care team, I discovered that I had a filter turned on. Clicked the "clear filter" link and all my customers reappeared although I'm not sure how I applied a filter to begin with. At least I know what to watch out for in the future!

When you go into that customer-go to "EDIT" then check the "Customer Display Name"  It defaults to First, Last.  I had this same issue.  Change the Display Name to  Last, First.  This should help.