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CMcK1
Level 1
posted
‎January 18, 2021 02:16 PM
last updated ‎January 18, 2021 2:16 PM

I view an expense and select 'add bill' for an existing related bill. I type the amt, save and close. Why does the expense's attachment disappear when I re-open it?

An expense and related bill are entered in QBO, each with attachments. The expense has a payment receipt, the bill has an invoice. When I open the expense, QBO presents me with the ability to associate the bill with this expense. I click add, type the amount of the payment, and click 'Save and Close'. The expense has now been converted to a 'Bill Payment (Check)' (regardless of whether it was paid via cc, cash, check). When I open the 'Bill Payment (Check)', the attachment evidencing payment is no longer accessible. However, when I go to the Cog/Settings -> Attachments, I can see the attachment and that it is associated with the 'Bill Payment (Check)'. What gives? Shouldn't I be seeing the attachment in the Bill Payment screen?
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3 Comments 3
Ryan_M
Moderator
Moderator
‎January 18, 2021 03:22 PM

I view an expense and select 'add bill' for an existing related bill. I type the amt, save and close. Why does the expense's attachment disappear when I re-open it?

Hi @CMcK1,

 

You're right when you said that the attachment remains when you convert an expense to bill payment. 

 

I replicated this process in my test account and found that what you said is true. To resolve this issue, I suggest you open your browser's private browser. It isolates cache, which is the usual cause of a browser's unusual behavior. 

 

  • Google Chrome: Ctrl + Shift + N
  • Microsoft Edge: Ctrl + Shift + P
  • Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N

If that works, go back to your original browser and clear its cache. Otherwise, open an alternative browser that's available for you. 

 

Check out this article: Attachments in QuickBooks Online. It has a complete list of transactions that can retain attachments, along with acceptable file types.

 

I'll be around in case you have other questions for me about attachments in your QBO company. I'll be sure to get back to you. 

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CMcK1
Level 1
‎January 19, 2021 07:13 AM

I view an expense and select 'add bill' for an existing related bill. I type the amt, save and close. Why does the expense's attachment disappear when I re-open it?

@Ryan_Mthanks for the prompt reply.

 

I normally use Chrome and tried your suggestion of opening an icognito/private window to view the 'Bill Payment (Check)' to see if I could view the attachment within the window. I wasn't able to see it still.

 

I then decided to try a different browser and manually re-create the entire process. I tried your suggestion of a private window in Microsoft Edge. Didn't have any luck.

 

Also, every time I re-do this process, the Bill Payment (Check) is able to be deleted, but the attachment that was associated with it gets stranded in this system and is unable to be deleted. The Bill and attachment to the Bill are able to get deleted, but this isn't the case with the Bill Payment (Check) attachment.

 

What are next steps? Does this get submitted to QBO backlog for addressing by devs? I want to know whether I should relate all these attachments to these Bill Payments because I don't want to have to re-do all of this work later. Would be nice if I could go ahead and associate the Bills and Bill Payment (Check), have the attachments in there, trusting that one day the link to attachment will show up in the Bill Payment (Check) window when QBO dev team has a chance to address.

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JoesemM
Moderator
Moderator
‎January 19, 2021 08:24 AM

I view an expense and select 'add bill' for an existing related bill. I type the amt, save and close. Why does the expense's attachment disappear when I re-open it?

I appreciate you for following the steps shared by my colleague, @CMcK1.

 

I understand that you want to delete the attachment with your Bill Payment (check). We can re-create the process again by using other file formats like jpeg, jpg, gif, or png. 

 

Also, please be sure that the total size of your attachments doesn't exceed 20 MB.

 

However, if you still receiving the same behavior after using the other file formats, I'd suggest contacting our Customer Support Team. They can investigate this further and provide other troubleshooting steps to resolve this.

 

  1. Sign in to your QuickBooks Online (QBO) account.
  2. Go to Help.
  3. Click on Contact Us.
  4. Enter your questions or concerns and click on Let's talk.
  5. Choose a way to contact us either requesting a callback or sending messages.

 

Before diving in, please note that our live support is available M-F 6 AM to 6 PM and Saturday 6 AM to 3 PM PT. For more details, check out this article:  Contact the QuickBooks Online Customer Support Team.

 

In case you need a guide in matching or categorizing transactions in QuickBooks Online, check out this article: Categorize and match online bank transactions in QuickBooks Online.

 

You can also visit our Help articles page for reference. There, you can read articles that will guide you in completing your future tasks.

 

 If there's anything else I can do for you, please let me know. I'll be here to help you out.

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