Shared documents missing

Hello there, @mepowers54.

It's possible that these attachments were accidentally detached or removed. Usually, attached files are located in the Attach folder which is in the same location as your company file. If you can't find them there, you can locate these attachments where it was originally saved and manually attach or scan them.

However, if you're still unable to locate them, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account in a secure environment and check the cause of the issue.

I'm also including the steps for you to reach our support team.They will be able to dive into your account and share your screen, to determine exactly what's going on.

Here's how: 

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. 

To ensure you get on hold to our support team on time, please see this time available for our support team: QuickBooks Online Support. 

I'll be right here if you need further help with other tasks in QuickBooks. Have a nice day.

Where is the Attach folder in QBOA? Your instructions sound like you're referring to QBD?

Hi, @mepowers54.

Apologize for the confusion. Let me add some insight about the shared document feature. You'll want to refresh the Documents tab to sync the documents. Let me guide you how.

1. Go to the Clients tab.
2. Choose the client in question.
3. Then, select the Documents tab.
4. Click the Refresh icon. See the image below.

For more information about this feature, check out this guide: Use accountant tools and features in QuickBooks Online Accountant.

If you're still getting the same result, please contact our Customer Care Support so we can further investigate. Use this link to reach out: Contact QuickBooks Online Accountant and ProAdvisor Support.

Additionally, here's a link that'll guide in using QuickBooks Online Accountant. It has our general QuickBooks topics with articles: View all help with QuickBooks Online Accountant.

I'll be right here in case you need help with the shared documents or with QuickBooks. Take care and have a good one.

Mine says Shared documents and I've updated many times, years of shared documents are just gone for 2 of my clients.  I've tried using incognito mode, I've also tried using the desktop app.  They are just gone, if I contact support is there any chance they can be retrieved? 

I appreciate you for following all the steps shared by my peers here, @mepowers54.

I understand you need to retrieve the attached file in your account. We can retrieve it as long as it is still within your QuickBooks data. 

Otherwise, I'd recommend reviewing your desktop folders or local drive and reattaching them.

For future reference, see this article to learn more about the supported attachment file types in QuickBooks Online.

Visit and post again if you have additional concerns. I'll be here to help you more.  

In case anyone else has a similiar issue, I called customer support and this is a known issue that they are working on.  

I am having a little bit of a different issue, but it may be related.

I have a client who has been uploading docs for years, and I decided to at least separate them into folders by year to make them easier to locate.  It worked great... until I just went in to retrieve a document only to find that I can ONLY see the docs that I DIDN'T put into folders.

I can however 'search' to get the document (if I know how it was named), and can see the file path with the folder name.

Any clue as to how I can see and open Folders?

Locating the folder that your client send you is my priority, @BeccaL. I'll guide you to support that can find the file through screen share.

Contacting our Customer Support Team is the best way to find the documents that your client has been uploading. They have tools like screen sharing to help you see and open the folder.

Here's how to reach them:

1. Click the Help menu in the upper-right-hand corner.
2. Type in "Talk to a human", then press Enter.
3. Select Contact Support Team.
4. Type again Talk to a human and click Contact Support Team.
5. Choose a way to connect with us.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

I'll share some articles for tracking your clients books and tasks in QuickBooks:

• How to use the My Accountant page
• Manage and track your work with client requests, projects, and tasks

Let me know if you're able to see the files and documents. You can also tag me in your follow-up questions if you still need more details from us. I'll jump right back to help you again.