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Level 3

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

Need for this user to be able to access all client information including payments. She used to have it, and something has changed. There is no way to fix her access without granting access to payroll, which is NOT possible.
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QuickBooks Team

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

Good evening, @misscecilySF.

 

There are a few types of Limited Access Users in QuickBooks Online. To have your User see Client Payments, then the User has to be set up as Limited Access for Customer and Sales plus Vendors and Purchases. Here's how you can edit the User Restrictions:

  1. Go to the Gear ⚙ icon, then Manage Users
  2. Find the user you want to make changes and select Edit in the Action column.
  3. In the window that appears, choose the User type drop-down ▼ menu. 
  4. Hit Save. Ask the user to sign out and then sign in to see the change.

For more information on User Restrictions, click here.

 

Let me know if there's anything else I can help you with today!

Highlighted
Level 3

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

I don't see all those options for "Limited" access when I am in QBO. I am Master Admin & my other User has always been "Standard User." Sub Choices are "ALL, NONE, or Limited" and she was Limited with Customer/Vendor access selected. We have not changed her access,  but as of Friday, suddenly she is unable to access Client Payments. She sees client invoices, but can no longer see client payments, which she needs to do her job. The only option we have is to grant her ALL access now, which includes payroll, and we cannot do that. I can't make the changes you suggest, because they are not available in QBO. I plan to call QBO support but am wondering if this is happening to other members.

Highlighted
QuickBooks Team

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

Thanks for adding more details about your concern, @misscecilySF.

 

Let's perform some basic troubleshooting steps to sort out the issue. To start, access QBO using a private or incognito window. This can help determine if the problem is caused by temporary internet files and cache stored up in the system.

 

Here's how:

 

  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift +N

On a private window, open the company file again and check if the employee can see your client's payments. If this works, clear the cache of the normal browser to enhance its overall performance.

 

If none of these suggestions work, I recommend contacting our QBO Care Team for further investigation.

 

  1. Go to the Help icon at the top to select the Contact Us link.
  2. This will open another window where you can enter the issue/topic.
  3. Once done, click on the Let’s talk button to view the support information.
  4. Choose how you want to contact our QBO Care Team: Start messaging or Get a callback.

One of our specialists can initiate a screen-share session to review the Manage Users set up and find a permanent solution to resolve the issue. 

 

I’m also adding an article that provides an overview of how to modify a user’s access. It also contains a video for visual reference: Add, delete, or change user access.


Reach out to me if you have any other concerns or questions. I’m more than happy to assist an

Highlighted
Level 3

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

Check the Audit Log?? How is that a helpful answer? There are only two users and neither of us changed her access, that is the problem! I know how to use "Manage Users," I know what the Audit Log is, but this is a change that occurred to what my user is able to see (the ONLY thing blocked now is Client Payments.) Is this related to the weird new Deposit/Payments module you guys are dropping on us this week? Yes, I am going to call QBO but I used to be able to get good advice here on occasion. Thanks, you can mark this as closed but not solved.

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Moderator

User w "Limited" Access (Customers/Vendors only, no Banking or Payroll) used to be able to see Client Payments and now cannot. HUGE disruption. Anyone else affected?

Thanks for getting back to us, @misscecilySF.

 

I apologize that my colleague's article wasn't relevant to your question. We take these types of issues seriously and want to make sure you get back to business as soon as possible. I think your idea about contacting our Support Team may be the best option, as looking into this, the access you've outlined above for this user should allow them to access customer payments from the article Ashley provided. I did some further research and it doesn't look like we've had other customers report this issue. I've included the steps for getting in touch below.

 

  1. Sign in to your QuickBooks Online company.
  2. Click Help (?) at the top right.
  3. Hit Contact Us to connect with a live support agent.

 

We're here if you need us for anything else QuickBooks related. Just hit that Reply button below and I'll be here to make sure you're taken care of. Take care.

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