My setup was addressing emails first/last. Now it's addressing them as "Dear Valued Customer". How can I get QB to used the set up choice of first/last name?

Hi there, nmolnar.
 

Let’s try to set up your email format again in QuickBooks.
 

Here’s how:

1. At the top right corner, click the Gear icon then Accounts and Settings.
2. In the Sales tab, click Messages.
3. Make sure to put a check on the Use greeting box.
4. From there you, can modify Default messages sent with sales forms.
5. Once done, click Save then Done.
6. To refresh the setup settings, let’s try to sign out and sign back in.  

Reach out to us if you have other questions. We are always open to help. 

Hello

I have the same issue. I have followed the instructions but it has not resolved the issue. The email still states "Dear Valued Customer".

What is the solution please?

Hi there, Helen28.

We received a couple of reports about sales forms showing "Dear Valued Customer" instead of the customer's name. Our engineers have been informed about this and already working to resolve it as soon as possible.

In the meantime, please contact our phone support team so we can collect your contact information. We will send you an email once we get this sorted out. Here's how to contact us:

1. Open this link: https://help.quickbooks.intuit.com/en_US/contact. 
2. Select a topic and click Get Phone Number. 

Thanks for your patience while we're working on this one. 

I have the same problem, and Tier 1 support is puzzled.

I've tried the above, to no avail.

When editing the email on the fly, I can get it to revert to the customer's name about 50% of the time by just adding or deleting some text then clicking outside the body of the email.

Hi @dblacombe,

We currently have an on-going issue where users are seeing Dear Valued Customer when previewing a sales form in QuickBooks Online.

Fortunately, your customers are still receiving their sales forms with the correct salutation. To verify this on your end, I suggest creating a dummy invoice, then sending it to your email.

But I still suggest contacting our customer care team so you'll be added to list of affected users and be notified through email once a permanent fix is up.

Let us know if you have any other questions by leaving a comment below.