Ongoing issue - names in Journal Entries not showing

Elaine_in_Detroit · ‎May 25, 2022

I've had this issue for a while now. Both while entering and when searching journal entries, the names don't appear unless you click on the field for a specific name. I contacted customer help about this before, and they told me I have to clear my cache. Well, I can't be clearing my cache every time I enter a name. I'll clear my cache, and the very next journal, it does the same thing. Meanwhile, my boss gets notifications on our shared accounts across the web if I log in, because with my cache cleared, sites don't recognize my device. Clearing the cache cannot be a solution, and seems like a lazy answer on QB's part. What else can I do?

PS - I know how most people use journal entries; we do it differently for very good reasons, so please, no unhelpful comments about why I'm putting names in journal entries in the first place. Thank you!

AileneA · ‎May 25, 2022

Hello, Elaine_in_Detroit.

Thank you for reaching out to the Community. When creating or searching a Journal entry, you need to manually select the name. Having that said, this won't show up automatically in the name field.

For additional resource about journal entries, you can open this article: Create a journal entry in QuickBooks Online.

I got you here if you need further help with this. Community is open 24/7. Take care!

Elaine_in_Detroit · ‎May 26, 2022

I'm not sure what you mean. Do you mean every time you want to see a name you have to click in that field? Why would only the name field be designed that way?

Unless I wasn't clear - I know that you have to select a name from the drop-down. And this hasn't always been a problem - sometimes the names show just fine. The issue is that once I select a name and it populates into the field, if I tab or click into a different field, I can no longer see the name I'd selected unless I click back in that field. This doesn't happen with any of the other fields, nor does it happen 100% of the time.

AbegailS_ · ‎May 26, 2022

Thanks for the clarification, @Elaine_in_Detroit.

I bet I'd feel the same way if the same thing happened to me when the name on the journal entry disappeared.

I've replicated your concern and the journal entry name works fine. Since you've been having this issue for a while now, I would suggest reaching out to our Customer Care Team. They have the tools that can help investigate and identify the root cause of this matter and apply a resolution.

Here's how to contact 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 Get a call.

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM on Saturdays.

In case you need a reference about Journal Entries in QBO, feel free to visit the following articles:

I'm just around to help you with your journal entries. Take care and more power to your business!

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Ongoing issue - names in Journal Entries not showing