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Experienced Member

The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly stop working?

 
23 Comments
Community Manager

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hello jbrenza,

 

Let's make sure that the logo is set to be printed in your invoices. Here's how:

  1. Click on the Gear icon.
  2. Select Custom Form Styles.
  3. Click on the Edit link for the invoice template.
  4. In the Design tab, click on Make logo edits.
  5. Click on Show logo.
  6. Click on Preview PDF and click on Done.

 

We are always here to help you some more. Just post your questions here. 

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Thanks for the prompt reply. That's how it was setup many months ago and worked consistently even 2 weeks ago. It was suddenly removed from the generated document only. I even replaced the graphic after the situation started occurring. It shows on page during edits, but not on the preview, or the actual invoice generation. Key item to consider: it worked 2 weeks ago and suddenly failed without making any configuration changes.

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hi there, @jbrenza.

 

Thank you for adding a reply. Please allow me to join the thread and help share additional information about printing a logo on invoices in QuickBooks Online (QBO).

 

As of now, we haven't received any reported issues with other users about unable to print a logo on their invoices. To single out the cause of this unexpected behavior, you can start by logging in to your account using a private browser and start printing your invoice from there. This helps us check if the issue is browser related.

 

You may use either of these shortcut keys to access your account using a private browser:

 

  • Google Chrome, press CTRL  Shift N
  • Mozilla Firefox: press CTRL  Shift P
  • Internet Explorer: press CTRL  Shift P
  • Safari: press Command Shift N

If it works fine and the logo prints on your invoice using a private browser, access your account using the original browser and clear the browser's cache.

 

If the same thing happens, it would be best to get in touch with our Support Team to check and investigate this further for you. To contact support, you may check it here: Contact the QuickBooks Online Customer Support team.

 

On the other hand, to learn more about adding, customizing, and troubleshooting logo on sales forms, you can check this article: Logo in QuickBooks Online.

 

As always, don't hesitate to add a post/comment below if you have any other QuickBooks or logo concerns. I'll be always here to help you!

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

I just sent you a reply. This isn't working in either Chrome or Firefox (either private or regular mode). The invoice that worked perfectly two weeks ago won't generate properly now.  Here's a link to another customer experiencing the same issue.   https://quickbooks.intuit.com/community/Reports-and-accounting/Our-logo-has-disapeared-from-our-invo...

Highlighted
QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hello, @jbrenza.

 

I'm here to help add a little more information about printing invoices with a logo.

 

Since we've verified that the issue isn't a browser related, to verify this further, please ensure that your form styles is set to include the logo when printing forms. To check:

 

  1. Click on the Gear icon.
  2. Select Custom Form Styles.
  3. Select your form styles under Custom form styles.
  4. Click on Edit under Action.
  5. Under the Design column click on Edit print settings.
  6. Make sure to un-check the box beside Use letterhead paper.
  7. Click Done to save the changes.

Please see attached screenshots for additional reference.

d3 edit print1.PNG

d3check3.PNG

d3 uncheck2.PNG

 

 

You can always add a comment below if you have any other questions about printing invoices in QBO. I'd be glad to help you.

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Thanks for the reply. We've confirmed that isn't the issue. They finally acknowledged they have a defect. The engineering team is looking into what caused it and how to fix it. In the meantime, I guess I continue to pay full price even though they broke our process?

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hello again, @jbrenza.

 

I appreciate all your efforts in trying the troubleshooting steps given by my colleague. Let me route you to the correct support to resolve this as soon as possible.

 

You can contact our QuickBooks Customer Support to further check your account. This way, they can immediately address your concern and provide you with a permanent resolution.

 

Here's how you can contact them:

  1. Log in toy our QuickBooks account. 
  2. Click on Help.
  3. Select Contact Us.

Please let me know if you have any other concerns.

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

We are having the EXACT SAME ISSUE - it was working fine last week displaying the logo then all of a sudden yesterday it is not displaying it although it is listed in the current style, etc.  I did a repair to Adobe Acrobat and that didn't help.  I also went to the downloaded version of QB Online on the computer, and it is giving the same problem.  What is going on?

Moderator

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Greetings TCarlson,

 

Thank you for performing the recommended troubleshooting steps.

 

Our Experienced Member jbrenza is correct. Some of the QuickBooks Online (QBO) users are also having issues with missing logo on the sales form.

 

While the investigation is ongoing, I have a workaround to share. You can re-upload the logo in QBO. Here's how:

 

  1. Click the Gear icon at the top, then choose Custom Form Styles.
  2. Locate the template name, then click Edit under Action column.
  3. Under Design, select Make logo edits.
  4. Click Make a logo and choose the file.
  5. Select Save, then Done.

image.png

 

I also recommend contacting us, so we can add you to the affected users. Please follow the steps provided by my colleague above.

 

I'd appreciate if you can update me on how it goes. I'll be here if there's anything else you need.  I'm cheering you to continued prosperity.

Active Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

I have done all these steps and it appears in the PDF but still does not print on invoices.  It worked fine a couple weeks ago.  HELP!

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hello there, @billingali.

 

Thank you for joining the thread. I'd be glad to share additional information about printing logo on invoices in QuickBooks Online (QBO).

 

As of now, our engineering team is currently all hands on deck working on the new investigation about the missing logo on invoices. In order for you to make sure you can complete your work, you can try uploading your logo again while our team works for an immediate resolution.

 

In addition, as of now, I recommend getting in touch with our Support Team so you'll be added to the list of affected users in this investigation (INV-29257). Also, once added, you'll immediately receive an email notification with the latest updates.

 

On the other hand, to learn more about adding a logo, you may check this article: How to add, customize, and troubleshoot logo on sales forms.

 

You can always add a post or comment below if you have any other questions about logo in QBO. I'll be always here to help you!

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

I re-uploaded the logo yesterday and it still did not show up on preview/print.  Also - the setting where it listed who had made the entry needed to be re-selected - had not made the change to cause this.  After re-selecting, person who had made the entry was displayed - however logo still is not showing. 

Active Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Me too. It started last week when I was making an invoice. I have cleared the cache. I have edited and replaced it. If I set up a new invoice template it might show on screen but disappears when I preview or print.

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

I've also attempted the re-upload of the logo. It doesn't accomplish anything. Logo is still missing on all previews and invoice prints (despite showing on the template editor page).  <sigh>

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hello, @TCarlson@dmoelling, and @jbrenza.

 

As of now, we haven't received updates from our engineering team about this issue. Since the workaround provided doesn't work on your end, as of now, I recommend contacting our Support Team, if you haven't contacted them yet, so you'll be added to the list of affected users and receive notifications with the latest updates.

 

In addition, to stay updated on all the QuickBooks news and updates, you may visit our QuickBooks Blog.

 

Also, once we receive updates from our engineering team, me or one of my colleagues will update this thread as well.

 

Please know that our doors are always here on the Community page, feel free to click the Reply button if you have any other QuickBooks questions. I'll be always here to help you!

Established Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

I'm also having this issue. I've tried all the "fixes" shown above. Once in print preview, the logo is missing. 

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Good day, mikec909.

 

Thank you for connecting with us here in the Community. I've got some details to share with you about missing logo on invoices.

 

Our Product Development Team is continuously working to provide a permanent resolution as soon as they can. While we're unable to give you as to when the resolution will come out, rest assured we're doing our best to prevent this from happening again. 

 

So you'll be able to receive updates on this investigation, I suggest reaching out our QuickBooks Support Team. When you do, provide this product escalation number: INV-29257.

 

To contact them:

  1. Sign in to your account and click on Help.
  2. Click on the Contact us link.
  3. Enter your questions or concerns and click on Let's talk.
  4. Choose either Start a chat or Get a callback.

Please know that I'll also personally reach out to them and gather some information on this, so I can update you once this has been fixed.

 

I appreciate your patience and understanding. Feel free to reach back to me if you have any other concerns. I'll be around to help. 

Active Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

This worked for me.

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

It's good to see you here, anoopjohn.

 

I'm happy everything's fine by now! Just in case, you might need to import your customized templates for invoices, here's a great article that will help you out: Import custom form styles for invoices or estimates

 

Importing styles brings a personal touch and enhanced flexibility to highlight your brand.

 

You can always visit here and we will help you in any way we can if you have other concerns. I'll be sure to get back to you. Have a great week ahead.

Experienced Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

It still isn't working for me - despite multiple uploads of the logo. The engineering team has acknowledged it is broken and hasn't committed to a time to fix it. Just so I'm clear, how does this equate to "everything is fine by now"? I'm still paying full price for a broken product!

Moderator

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Thanks for coming back to the Community, jbrenza.

 

I appreciate you for trying the workaround and sharing your experience with us.

 

We are doing as much as we can to make sure QuickBooks Online suits your business needs. Our engineers improve QuickBooks Online by listening to our customers' suggestions and comments.

 

If you have't given us a call, I suggest reaching out to our QuickBooks Online Support Team. We'll need to put you on a notification list. This way, we'll be able to communicate with you when a permanent fix is available.

 

Please follow the steps shared by colleague above on how to contact us. I'll also give you an update here as soon as we have a resolution for this.

 

That information should get you on the right track. It's my priority that this is resolved for you, so please let me know how it goes. I'll be keeping an eye out for your response. Have a good one.

Active Member

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

My company is also affected by this, and it's very frustrating, just FYI. Please fix this issue asap

QuickBooks Team

Re: The logo won't print on the invoice. It worked perfectly 2 weeks ago. Why would that suddenly...

Hi there, hcsRCF.

 

Thanks for joining us here in this conversation. I'm here to provide updates about the logo issue in QuickBooks Online (QBO).

 

The issue about the logo is missing on the invoice when printing has already been resolved. Let's try some basic troubleshooting steps by re-uploading the logo on your invoice template.

 

Here's how:

  1. Click on the Gear icon.
  2. Choose Custom Form Styles.
  3. Select the default invoice template and click on Edit.
  4. Under Design, click on Make logo edits.
  5. Click on the Plus (+) icon within the logo.
  6. On the Logos window, click on the Plus (+) icon.
  7. Choose your logo from your computer folder.
  8. Click on Open
  9. Select Save.
  10. Click on Done.

To help you with the process, I've attached some screenshots below.

 

a1.PNG

 

a2.PNG

 

a3.PNG

 

a4.PNG

 

a5.PNG

 

a6.PNG

 

a7.PNG

 

For further guidance, you can also check out this article: Add, customize, and troubleshoot logo on sales forms.

 

You shouldn't have any further issues after following these steps. Please let me know how it goes. I'll be around to help.