History Bill Error for One Client

Sage Timeslips 2020 Premium. Trying to run a history bill for one client. Last time for this same client the client's payments did not appear in the history billing display. That issue went unresolved. This time trying to run a history bill for the same client (Reports/Billing/History - client account placed in the data field) the error code said the client name field "contains no data." The client name WAS in the client name data field. There exists no "screen resolution issues." Upon asking Live Chat, Live Chat stated we are "not on their contact list." This firm's account with Sage is current so no idea why Live Chat was unable to assist. Sorry to bother Sage City with what is probably a stupid question but obviously I have no one else to ask and I really need to run this history bill because the client's litigation is close to settlement and all of the history bill linformation is desperately needed. Please understand that I am just a secretary not a bookkeeper and far, far, far from being an experienced IT person and most assuredly not a math major, just trying to help out in a difficult scenario.

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  • First of all if you are sure you are on Premium, I would reach back out to Sage Chat and ask them to resolve the issue or contact sales to find out why they cant find you. 

    Putting that aside, it sounds like you might have some database corruption. I would suggest make a new backup, do not overwrite prior backup. Then go to Special - Timeslips Administrator and run database verification. Let us know if errors are found and we can try to help. You can also reach out to a consultant like myself or Nancy Duhon for help but that would not be covered by your premium support plan. 

  • in reply to Caren2

    Thank you - I verified on Premium before even trying to get support. Sage Chat will not talk with me. I make a new backup daily and never over-write. I will ask our IT person to run a database verification. However This firm will be discussing with Sage why we have spent all this money to upgrade and subscribe and we are afforded no actual support. Followed by looking into another billing system. We were told that the premium support plan would help with support and we are not finding that to be the case. Thanks anyway. Appreciate the time youu took to reply.

  • in reply to Jan in Oregon

    Hi Jan, 

    Thanks for reaching out. I've forwarded your comments to the team to see if they can reach out. Also located the account ending 400xxxx228 and provided them with that. Will update you with any news.

    Warm Regards, 
    Erzsi

  • in reply to Jan in Oregon

    Thanks for speaking with me this morning, Jan.  I'm glad we were able to resolve the issue and give you a bit more information you can use in your daily role there.

    Likewise, I have spoken to the main contact on your account and you have been added to the authorized contacts list as well.

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  • in reply to Jan in Oregon

    Thanks for speaking with me this morning, Jan.  I'm glad we were able to resolve the issue and give you a bit more information you can use in your daily role there.

    Likewise, I have spoken to the main contact on your account and you have been added to the authorized contacts list as well.

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