Troubleshoot customers

Solution: To make the Restrictions tab visible in the customer record, ask a user with administrative privileges to turn on the ability to restrict suppliers by entity in Multi-entity management.

After the administrator saves the change, the Restriction tab shows the next time you edit or add a customer record.

Solution: Place the customer On hold to suspend creation of new customer AR sales invoices. You can still receive payment for existing AR sales invoices. See Customers on credit hold.

If you are an entity-restricted user with access to the top level, you can see all customers that are unrestricted or that are restricted locations that you have access to. However, if a customer is also restricted to another entity that you do not have access to, you cannot edit it.

Example: You are restricted to entity 100 and have access to the top level. Customer A is restricted to entity 100. Customer B is restricted to entity 100 and entity 200. You can view and edit customer A, but you can only view customer B.

Potential causes for the invalid contact error are the following:

• The contact was deactivated.
• The contact name contains double spaces, which are no longer supported.

If a contact was deactivated, find out if this was done in error. If it was done in error, activate the contact before you reclassify. If it was not deactivated in error, select or create a replacement contact in the customer record before you save further changes.

To find out if you have double spaces in the contact name, search Contacts:

1. Go to Company > Setup > Configuration > Contacts.

2. At the top of the Contact name column, enter %  %.

   Enter two spaces between the percentage symbols.

Any contacts that are returned have more than one consecutive space in the Contact name field. Edit the contact records to replace double spaces with single spaces and save your changes.

If you are unsuccessful saving your changes to the contact name, contact Customer Support for assistance.

Solution: Clear your browser cache and cookies, then try again.

Solution: If you create a customer in the wrong entity or level, you can fix the error by doing the following:

1. Deactivate the customer.
2. Recreate the customer record in the proper location.

Solution: Deactivate one of the customer records.

1. Resolve all transactions for the customer that you consider to be the duplicate.
2. Deactivate the customer.

   An inactive customer, it no longer displays by default in the Customers list and it cannot be used in new transactions.

3. Create new transactions using the remaining customer, only.

Solution: If the customer is already associated with transactions, deactivate the customer instead deleting it.

If the customer is not used in any payments or transactions, you can delete the customer.

Sage Intacct uses the most current contact information you create new transactions and leaves existing transactions unedited. You can manually update the contact information on an existing, unpaid transaction, in cases where the new contact information applies.

Solution: Refresh the address on the existing AR sales invoices that you want to update.

1. Go to Accounts Receivable > All > AR sales invoices.

2. Find the AR sales invoice that you want to edit.
3. Select Edit at the end of the row.
4. Select the Refresh icon Refresh next to the Bill-to or Ship-to dropdown.

   Sage Intacct displays the Refresh icon Refresh next to the address only when it has changed since the transaction was last saved.

5. Select Post.

1. Go to Accounts Receivable > All > AR sales invoices.

2. Select Edit next to the AR sales invoice.
3. Select the Refresh icon Refresh next to the Bill-to or Ship-to dropdown.

   Sage Intacct displays the Refresh icon Refresh next to the address only when it has changed since the transaction was last saved.

4. Select Post.

If a customeris not available for you to select in a transaction, check the following potential reasons.

Customer information is not editable on the following posted transactions.

• Transactions that you imported as historical records.
• Transactions generated from converted Order Entrydocuments.

When you create AR sales invoices for a customer, the currency automatically defaults to either the default currency that you set in the customer record or the base currency of the entity.

Solution: To use a different currency, either override the currency on individual AR sales invoices or update the default currency in the customer record.

1. Go to Accounts Receivable > All > Customers.

2. Find the customer you want to update.

3. Select Edit at the end of the row.

4. Select the Additional information tab.
5. In Invoicing details, update Default currency as needed.

1. Go to Accounts Receivable > All > Customers.

2. Select Edit next to the customer you want to update.
3. Select the Additional information tab.
4. In Invoicing details, update Default currency as needed.

Solution: Learn how to import and export customer information.

Learn how to Refund a customer.

Learn how to reconcile the AR subledger or aging report to the General Ledger account.