Why can I not generate statements for some customers?

Good evening, @robertrackl. 

Thanks for reaching out to the Community. 

To clarify, are those customers who you're not able to provide statements to, using sales receipts for the selected time period? If so, statements will not generate for those customers because sales receipts don't hit the Accounts Receivable account. Statements are an Accounts Receivable document. You can create a statement by generating an invoice in the same time period as the statement. I've included the steps below to create a statement. 

Please note: The statement window will tell you why your customers are missing. 

1.  From the Sales menu, select Customers. 

2. Choose the customers you need to create a statement for by checking off the customer's names. 

3. Click on Batch actions and hit Create Statements. 

4. In the Statement Type window, pick what type of statement you'd like to make. 

5. Fill in the date fields and select Apply. 

6. Click Save, Save and close, Save and send, or Print or Preview. 

That's all there is to it. Check out, Create and view customer statements for more details. 

Let me know if you have further questions or concerns. The Community is always here to lend a helping hand. Take care and enjoy your week! 

The way I generate statements is one at a time: display customer account; click on 'New transaction' and then on 'Statement'. I do this because I often need to adjust the message that is sent with the emailed statement. This has worked well for years for our little club where customers are actually members. But now, only for some members, an orange-framed box appears with "! Can’t create all statements -- 1 of 1 customers have no statements for this date. Adjust the date, or click Save to create statements for the other 0. To see customers for whom statements are not generated, update the filter above the grid." The way I generate statements, there is no filter nor a grid. Fiddling with any of the three dates does not help. Note that all charges are generated via invoices (no sales receipts). I am also trying to get help via messaging; while it says "We'll be with you in 5 minutes" nothing happens for hours; Very frustrating.

Thanks for getting back with me, @robertrackl. 

I've done some research for the error message that you've provided above. I found that this was an investigation that's now been closed (INV-18525). Since you're continuing to see this error message, I recommend getting in touch with our technical support team, this way they can conduct further investigation of the issue. 

I do see that you've been trying to get in touch through Chat, let's try getting in touch using our Call Back feature instead. I'll also be sure to take note of the problems you've had trying to contact support via Chat. You can use the steps provided below to get a Call Back. 

1. Select Help (?).

2. Click Contact Us. 

3. Enter your concern, then hit Let's talk. 

4. Choose Get a callback from the next available expert. 

Let me know if there's anything else I can do for you. Wishing you and your business continued success. Take care! 

Thank you for your instructions to get a callback. However, they don't work for me because of another frustration: in the list of 'Choose a way to connect with us' there are only these two items: 'Post a question' and 'Start messaging'. There is no 'Get a Call' button.

Hi roberttrackl. 

Let me help, below, I'm attaching a link to our support website, while you wont be able to get a call back from there, you can find the Support phone number in which you can call at your earliest convenience. 

• Intuit Phone Support. 

If there's anything else I can help with, feel free to post below. thank you for your time and have a nice evening. 

I finally got through to Intuit QhickBooks Online tech support this morning, July 21; a nice lady from Oklahoma helped me; don't know her name. After a while watching my QuickBooks interactions, she became convinced that there is a software problem. Unfortunately, the telephone line dropped after that and she did not call me back. What I would like to know is whether there exists a workaround to be used until the software is fixed.

Hello, @robertrackl. 

I've conducted research and checked with our engineering team and found out that the investigation has been resolved. As a workaround, let's run the Customer Balance Summary report (the aging method is Report Date) one day before the Start Date you're using when trying to create the Balance Forward Statement. For example, If you're trying to create a Balance Forward Statement with a Start Date of 7-1-2020, run the Customer Balance Summary report as of 6-30-2020 to determine what customers will generate a statement. 

However, if the issue persists, let's isolate this case, we can perform basic troubleshooting by clearing the cache to fix it.    

There are times that the browser is full of frequently accessed page resources, causing some unusual responses. We can start by accessing your account in a private browser. This mode doesn't save your searches, visited pages, log in details, and cookies.    

You can use the shortcut keys that I've listed below. 

• Ctrl + Shift + P (Firefox)
• Command + Shift + N (Safari)
• Ctrl+ Shift + N (Google Chrome   

If it works, I suggest proceeding with clearing the cache. There are times too much data can accumulate over time and cause issues when utilizing QuickBooks. However, if the issue continues, try using other supported browsers. It could be that the one you're currently working on has a temporary issue with QuickBooks.      

Please don't hesitate to get back to me. I'm just around in the Community if you need more help or anything else related to QuickBooks. Just click the Reply button, and I'll get back to you. Take care and stay safe. 

Thank you for your instructions, AileneA. I remain frustrated; here what I have tried:

At first, staying with the Chrome browser:

** Decided to accept the default dates when I ask for a statement of account, which means a start date of 2020/6/21. But first, I ran the Customer (=Member) Balance Summary for 2020/6/20.
** Selected Joe Salz as the member (=customer) for whom to generate a statement. Orange error box appeared as before.
** Cleared all cache and cookies from Chrome browser. Signed out of QBO; signed back in.
** Ran Member Balance Summary again for 2020/6/20.
** Tried to generate statement for Joe Salz again. Orange error box appeared again.
Switched to Firefox browser:

** Cleared all cookies and cache.
** Signed in to QBO. Ran Member Balance Summary for 2020/6/20.
** Selected Joe Salz as the member. Tried to generate statement. Orange error box appeared as before.
** Selected Dan Alfus as the member. Tried to generate statement; worked just fine.
** Went back to Joe Salz --> statement --> orange error box.
Switched to Microsoft Edge browser (the new that comes with Win10 2004):

• Cleared cache, history and cookies
• Signed in to QBO. Ran Member Balance Summary for 2020/6/20
• Tried to generate Statement for Dan Alfus (positive balance) --> worked ok
• Tried to generate Statement for Joe Salz (0 balance) --> orange error box
• Tried to generate Statement for John Frischkorn (positive balance) --> orange error box

I hope you can fix this soon!

Good work for doing those steps, Robertrackl. We want this fixed as much as you do

You should be able to create statements without any issues since the open case is already closed. I know you've called it before. Although I still suggest getting in touch with us again. It will help us investigate your issue more. Just follow the steps or click the link above so you can contact us.

Let me add this article on how to create and view customer statements as a future reference.

The Community is open 24/7 to help you. Don't hesitate to reach out to us again.

The situation has gone from bad to worse!! Now I am unable to generate ANY statements of account correctly. A statement for one member was generated, but it was incomplete (did not say what the current balance was)! I am so frustrated that I want to slam you with words that are not allowed to be used in this forum. How could Intuit possibly allow such a deterioration of QBO performance?? And don't you use Covid-19 as an excuse - not acceptable!

---

@robertrackl wrote:
I can generate statements of account for most customers, but for some of them not. What might be wrong? (This used to work just fine)

---

I've been having this same issue too! I FINALLY figured out my problem after diligently trying to troubleshoot from the other suggestions on this thread.  Maybe your problem is as simple as mine was?

Make sure that if you have your customers set up into subgroups, that the customer you are trying to generate a statement for is not set up as "bill with parent."  If you aren't sure, go to customer and click edit.  You will see a checkbox "is sub-customer" and then a drop down. Be sure that you have this set to "bill this customer." Now, you can generate a statement if this was your issue. Or, you'd need to create a statement for the main group, which would only work if you had 1 customer in that group.

I hope this helps someone out there!!!!  :)

This was exactly the issue I was having and the fix. Thanks so much for doing your own independent research on this one!

This problem is back after an update to the software dated Oct 8, 2021.  I have been creating Transaction Statements for my client who has multiple customers with separate locations.  The structure is parent customer with sub customers "billed with parent"

All of a sudden on Oct 8, we are no longer able to perform this task.  We are receiving the same exact error message shared in this thread.  

The work around of saving customers an "billed with customer" rather than "billed with parent" is not an option because we have been operating this way for years.  When we attempt this, we get the following error, "You cannot change who this customer bills with because there are invoices for the parent that include charges for this customer, or there are payments from the parent that pay off invoices for this customer. Delete all payments or invoices to this customer's parent which link to this customer." 

I have had a chat with support on Oct 8, and I have not heard anything back about a solution.  I was told that I would be kept up to date on the ticket - which was submitted to engineering by the support specialist I was chatting with. Thank you for sharing this with engineering again. 

The work around I have is to run the Accounts receivable aging summary report.  Select the amount total for either the customer or sub-customer, depending on which level you would like to present the data.  Click the envelope icon.  Click the email button.  Add email addresses and edit message.  Click send.

If there becomes a way to send a statement, rather an A/R report, please post the solution.

I have also experienced this issue for the first time after years of producing statements.  About 10 out of 60 statements would not generate.  None of the solutions offered have worked.  I will use the A/R Aging detail for now but this is definitely an issue that QBO needs to resolve!

Hi 

Question-if you do have sub customers -is it possible to generate a statement for the parent customer to include the subs?

Thanks in advance for the response

Glad to see you in the Community, @AnnHolly. Yes, you can create a statement billed to the parent customer with the open balance of the sub-customer in QuickBooks Online (QBO).

To include the balances of the sub-customer, you can check the Bill parent customer when setting up their profile in QBO. I'd be happy to show you the steps below:

1. Login to your QBO account and go to the Sales menu.
2. Select the Customers tab and locate the sub-customer.
3. Click on their name and select the Edit button.
4. In the Name and contact section, check the Bill parent customer.
5. Select Save.

Now, you can create a statement and send it to the parent customer. To learn more details about this process, you can check out this article: Create and send customer statements in QuickBooks Online.
 

In addition, I've also added some screenshots for your reference showing the amount and the setup.

Moreover, you can review this reference if your customer is ready to pay their balance: Take and process payments in QuickBooks Online.
 

Let me know if you need further assistance or any QuickBooks-related questions. I'm here to back you up. Take care and more sales to your business!

Sick and tired of spending my time for the headache of reading threads that say the issue is resolved, when it's more than apparently not! I am not able to generate statements for sub customers either. None of the QB tech recommendations are working. QBs needs to fix this issue!!

I know how disappointing it is if you're able to generate statements for some customers, and unable to do it with customers, @mkings333.

I appreciate you for sharing detailed information, and I can share you some insights.

You can follow Tori B's recommendation on how to generate customer statements. On the other hand, it seems that the sub-customer was set to Bill parent customer, which is why the your sub-customer can't generate statements.

To correct this, let's go to your sub customer information page to uncheck the Bill parent customer option.

Here's how:

1. Hover your mouse on the Sales tab on the right panel.
2. Select Customers.
3. Click on the sub customers name.
4. Click the Edit button at the top right.
5. Below the Is sub customer option, uncheck the Bill parent customer box.
   
   

That should let you create and print a statement showing your sub-customers' balance.

For future reference about creating, managing, editing, and customizing your statements, you can also check this article link: Create and manage statements.

Additionally, you'll want to use parent billing option on your invoices in the future. This allows you to enter charges for a parent and a sub customer ad have both charges appear on the same invoice.

Feel free to reply here in Community if you have other concerns regarding creating sub-customer statements. I'll be their to help. Cheers!

This was my issue, you'd think support staff would point out this simple point as a possible reason for the error right from the beginning.

I have the same problem. This has been an issue for a long time!!! Come on, Intuit. Statements are very basic and quite important.