cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Experienced Member

Why will QBO no longer search inactive customers? I checked "include inactive", enter a name or a PO from an inactive customer, and it says "Please make a valid entry".

 
8 Comments
Moderator

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

It's nice to have you here, @nathan2,

 

I appreciate you for putting your voice out and providing feedback about the issue. I can share some updates about the "Please make a valid entry" warning when searching for inactive customers.


This problem has been escalated to our Development Team and tagged as an ongoing issue with QuickBooks Online. They are closely working to roll out a fix for this unexpected hitch. We currently don't have a turn around time on when this issue is fixed.

 

While they continue to work on this, I'd recommend contacting our QuickBooks Online Support to so they can add you to our list of affected users. Here's how to get our live support agents:

  1. Click the (?) Help menu at the top right section of your QBO Dashboard.
  2. Tap the Contact us button.


You can have them add you to the ticket number INV-23192 to get live email notifications when an update is available for this issue.

 

I appreciate your patience as we continue to research the root cause and implement a permanent fix. Should you need any help or have additional questions with QuickBooks, please let me know by clicking the Reply button below. I'll be around to lend you a helping hand. Have a good one!

Experienced Member

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

The ticket number you referenced is a completely different problem. We can no longer access inactive customers through the search function or by clicking through an old transaction. See screen shots below:

Experienced Member

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name or a PO from an inactive customer, and it says "Please make a valid entry".

Screen shot of the payment screen that no longer shows the inactive customer:

Moderator

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

Hello there, @nathan2.

 

Allow me to step in and help share some insights about the Please make a valid entry prompt in QuickBooks. 

 

It seems that this prompt happens when searching for customers, vendors or transactions. In your case, you're getting this prompt when searching for inactive customers after checking the Include inactive box.

 

Let's attempt making this customer active and check if you're still getting the same results when searching the name in the magnifying glass. If the issue persists, I'd suggest reaching out to our phone support to further check this unusual behavior. Our Online Specialist can access your account in a secure environment and look for additional resolution specific to your experience in getting this prompt. 

 

I'll be on the lookout for your reply. Should you have other questions about your inactive customers, please don't hesitate to let me know. I wanted to help however I can.

Experienced Member

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

Yes, reactivating the customer makes it searchable. I need to be able to search our thousands of inactive customers. Right now, journal entries, receive payment screens, and expenses allocated to inactive customers are showing blank in our screen even though they are still connected in qbo.

QuickBooks Team

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

Hello there, nathan2.

 

Allow me to join this thread and share additional information about the issue. Our product engineering team is still investigating this behavior you're seeing when searching for inactive customers. 

 

In the meantime, you can manually find customers in the list until we fully resolve this for you.

 

Your patience is well appreciated. Let me know if you need more help.

Experienced Member

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

Please email me the ticket number or post it here.

QuickBooks Team

Re: Why will QBO no longer search inactive customers? I checked "include inactive", enter a name ...

Hello again, @nathan2. I'm here to provide clarification about the ticket number.

 

The inability to search for inactive customers is currently being tracked and worked on by the Engineering team on ticket INV-23504. Providing this number to a phone or chat agent will expedite the process of being signed up to receive email updates as soon as they become available. 

 

I wanted to take a moment to reference that some users have gotten past this by making a customer that is not showing up in the search active and then marking them as inactive. This refreshes the system and the customers who were previously unsearchable should now show in search results. 

 

Please feel free to let me know how it goes as I realize this is a crucial feature for you. Also, I'm here if you should have any questions.