Why are my sub-customers not showing up under the parent account in the receive payment screen?

I'm glad to have you here, @Terrilum.

I know this issue has been bothering you to move forward on receiving payment. Let me help you fix this.

To ensure the name is listed as a sub-customer, we can check it in the Customer & leads section, then click Customers. The list of the sub-customer shouldn't be in line with the parent customer. See the sample screenshot below:

After we confirm that it is listed correctly. Let's try to refresh our QBO page, then check the receive payment screen again. If this doesn't work, we can perform some basic troubleshooting steps to determine if this is a browser-related concern. 

To start, let's open our QBO account through incognito mode to avoid storing cache files that may cause unnecessary behavior whenever we run a web-based program. You can use the shortcut keys below:

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

After that, go to your Receive Payment page and check your sub-customers. If the Sub-Customers are now correctly listed under Parent Customers, let's clear the cache of your regular browser to remove piled-up data. 

If the issue persists, you can use another supported browser or device. There's a possibility that the current one you're using has a temporary issue with the program.

Here are some articles that will help you run reports in QBO to review your customer transactions:

• Customize reports in QuickBooks Online.
• Run reports by class.
• Run reports in QuickBooks Online.

Thanks for your time today. Please visit us anytime if you need anything else with managing your customer lists. I'm here to help. Keep safe.

Hello, after attempting all your suggestions I am still having the same problem. 

I'm fully committed to resolving this issue, Terri.

I replicated your concern and was able to view and select the sub-customer on the Receive Payment page. For visual reference, I've added a screenshot below.

Usually, logging into your account using a private or incognito mode can resolve the problem. When you use a regular browsing mode, it stores cache data to load web pages quickly. However, excessive amounts can lead to issues that impact the appearance and functionality of the program.

Since the issue persists, I recommend contacting our QuickBooks Support Team. They have tools to help you investigate why your sub-customers are missing and provide additional solutions to fix this. 

Here's how:

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a human.
3. Enter your concern in the Type something field, then click the Send icon.
4. Click on I still need a human.
5. Select Get help from a human.
6. You can either select Chat with us or Have us call you.

Moreover, please ensure you deposit the funds into the appropriate accounts upon receiving the payment to prevent any discrepancies.

Linking the correct payments to your sub-customers is our goal. Please keep us posted if you need additional assistance managing your sales transactions. 

I've had the same issue for 4 weeks now. Tried all of the mentioned with no luck. Called and talked with support team 3 times with no luck!

Confirmed all sub customers are to be billed to parent company

cleared all history

tried various browsers both incognito and regular

Receiving skipped invoices individually directly from invoice dashboard, which takes a long time!

I acknowledge the challenges you are experiencing with sub-customers not showing up on the Receive Payment screen, RAPR. I'll ensure that you're connected with the right support that can assist in resolving this issue promptly.

I can see that you've already reached out to our QuickBooks Online (QBO) Care Team about it and skipping invoices. I'd still advise contacting them again for further investigation.

They can conduct screen-sharing sessions to identify the reasons behind these unusual behaviors. After that, our specialists will assist in implementing the permanent solution once it's ready.

To get the support information:

1. Tap the Help icon in the upper right of your company to display the support window.
2. In the Assistant tab, enter a brief description of your concern in the Type something bar.
3. Press the Get help from a human link to view support options.
4. Choose Chat to initiate a conversation or Callback to speak with an agent.
   
   

For more information on how to stay organized and keep track of your customers, click this link for the complete details: Add and manage customers in QuickBooks Online.

In case you'd like to add branding to your sales forms, manage customer payments, and other sales-related activities, feel free to open each resource for guidance:

• Receive and process payments in QuickBooks Online with QuickBooks Payments
• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Sales and customers
  
  

Keep in touch if you have additional concerns or questions about invoices and customers. The Community is always ready to assist you further.