Customer information disappearing when revising saved invoice

 Thank you so much for linking me to that post.  You saved me so much time and trouble!  It seems to be the same problem I am having and QB support has been sitting on my file for almost one week working on "fixing it."  But, it seems to be a QB problem, not my file.

I would be sure to pass that information to them and that you also do NOT expect to have to pay for the repairs. 

 Do you have any idea when it should be fixed?  It's so frustrating because I often have to revise invoices which causes me to lose all the customer informaton.

I can only guess, hopefully in the next update.

Diane512, SkinnyRaven gave you good advice: request a refund. 

Since you do still have a local copy of that file, I would consider continuing to use that rather than waiting for the "fixed" file.

Now, let me ask you: when you first create those advance invoices, what data do you populate? Just the customer's info or do you include "some" items? When you go back to revise those invoices, are you adding sales items? Perhaps marking the invoice as taxable?

I ask because, at this point, changing the customer contact info is the only situation where that contact info is lost. If you are seeing another situation where this can occur, having that detail would help us resolve all aspects of the bug in one fell swoop. So far, the QA team has only identified the one situation (changing contact info)

Thanks for whatever detail you can provide.

P.S. You mention credit card info - are you using the merchant account service (MAS)?

 My invoice was created by my bookkeeper.  It is a custom invoice.  It contains the Business Name and Mailing Address on the top left.  The top right has (for the credit card invoice) Amount of Contract, Credit Card Number and Expiration Date.  The invoice itself has five columns:  (1) Item (2) Type of Ads (3) Comments (4) Class (5) Amount Due

On the customer information, the first page has all standard information.  The tab for additional information has the credit card information and expiration date on the right.

So, when I am changing the credit card information on the invoice, that is when it deletes the phone number and email address (all information on right side of customer information.

Is that the information you need?  Also, am I correct in saying that the file I have now is fine and that the support team cannot fix the file since it's not broken?  I need to get back to work!

Thanks.  This forum is so much more helpful than the Intuit support that I paid for.  Regarding the support contract, does it ever make sense to use?  I have one year on it.  I really think that the forum is better than the contract.

You told me exactly what I needed to hear, Diane512. That credit card # and expiration date are what are called Custom Fields. So, yes, when you change that information on the invoice you are making a "permanent" change to the Customer's info. Therefore, yes, you're getting this warning legitimately when you change the invoice. Now, of course, this should never be a problem so that's why this is a bug.

Yes, you can continue to use the file you have. It never hurts to run a Verify/Rebuild under the File menu>Utilities to be sure there isn't something else going on with your file, though. Do that periodically just for housekeeping.

As for continuing with your support contract, tech support wouldn't know yet that this is a legitimate bug. We only just figured out what was happening yesterday or the day before. They did do the right thing by escalating your file to Data Services. Additionally, this forum is a user-to-user forum....other customers like you just wander out to help when they can. It is rare that an Intuit employee is here - we just like to come here to see what's going on and to help where we can. So...you might find it beneficial to keep the tech support but that's a business decision you'll have to make for yourself.

 Do you know how long it usually takes to get the bug fixed?  It's an issue for all involved because we are losing pertinent information that may otherwise not be anywhere else.

Can you notify us when the bug is fixed?

It's not a matter of how long to "fix" the bug so much as when we get a greenlight to push out another update. There's a whole lot of testing and preparation that goes into distributing updates. That said, I am prevented from giving a date. Do know that this one is a high priority for the team.

I can notify those few of you on this discussion but also know that the software itself will provide notification when an/any update is released.