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N
NealRM
February 14, 2020
Question

Invoice printing out with an incorrect amount due.

  • February 14, 2020
  • 24 replies
  • 37 views
I am reprinting an invoice that is past due. Since being created another invoice on that account was paid. However, the invoice is not taking that into account and showing an incorrect amount due.

How do I fix this mistake?

24 replies

R
Ryan_MModerator
Moderator
February 14, 2020

Hi @NealRM,

 

I can think of a few possibilities as to why this is so. Let's go through them one at a time.

 

You mentioned a different invoice was paid. I suggest checking this specific invoice if the payment was recorded correctly.

 

Here's how:

  1. Highlight the Sales tab.
  2. Select Invoices.
  3. Search for the invoice in question, and click it.
  4. If it's paid in full, leave it as is. 
  5. If it's not paid at all, then you'll need to correct this by transferring the recorded payment from the other invoice showing an incorrect balance.

Follow the steps below to transfer the recorded payment from one invoice to another.

  1. Go to the Sales tab.
  2. Tap Invoices.
  3. Locate the invoice in question.
  4. Under the Paid label, click the link that reads 1 payment made.
  5. Click the date that appears as a link, this will open the Receive Payment window.
  6. Uncheck the incorrect invoice under the Outstanding Transactions section, then put a check on the correct invoice. 
  7. Press Save and close when done.

If you've recently created a credit note transaction for this customer in question, you can follow the same steps I provided above to see if it was automatically applied. In QuickBooks Online, there's a feature that automatically applies customer credits to open invoices. 

 

If this is the case, you can disable the feature to avoid this from happening again. Here's how:

  1. Go to the Gear icon.
  2. Select Account and Settings.
  3. Tap the Advanced tab.
  4. Search for the Automation section. Uncheck Automatically apply credits.
  5. Click Save, then Done.

Following the same steps above on how to transfer payment, you can uncheck the payment to remove the credit from the invoice.

 

If your situation is a little bit different than what I provided, I'd appreciate it if you share more details. It's best if you can add a screenshot as well. 

 

On the other hand, if you have issues locating payments in the Bank Deposit page, you can refer to this article: Find missing payments you want to deposit in the Bank Deposit window. You'll find 2 separate sets of steps, as well as screenshots for your reference.

 

Feel free to post a comment below, should you have additional queries. I'll be sure to get back to you.

 

N
NealRMAuthor
February 17, 2020

The payment was applied correctly and the balance on the account within Quickbooks displayed correctly. But the balance displayed on the screen did not match the balance printed on the invoice. The balance on the invoice was the balance on the account when the invoice was initially created.

 

This is extremely confusing to customers. I did a work around of changing the date of the deposit to be before the invoice. But clearly that is not a good solution.

Tori B
Tori BQuickBooks Team
QuickBooks Team
February 17, 2020

Hey there, @NealRM.

 

Thanks for following up with us on this concern.

 

Since the payment was applied to the correct invoice as mentioned as a solution by my colleague, I recommend contacting support as they have the tools available that can look further into this issue for you, such as a screen share. They would then be able to review your invoice and justify what the problem is.

 

To contact support:

 

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

 

Please know you can always come back here if you have further questions. I'm always here to help. Enjoy your day!

N
NealRMAuthor
July 10, 2020

I have unaccepted the solution because I have found that this not only effects when I manually resend an invoice, but all invoices attached to reminders. As such it is no longer just a minor inconvenience, it is a MAJOR bug.  I can't use customized invoices because of this. Sending out invoices with WRONG amounts due is NEVER correct. 

 

THIS IS A FIX IMMEDIATELY LEVEL BUG.

This was initially posted 6 months ago. That a bug of this level hasn't been fixed in half a year is extremely disappointing.

    N
    NealRMAuthor
    August 26, 2020

    Two months and this bug is still in place. And to make things even better, I found that even switch over to standard, default invoice doesn't fix the invoices that were already sent. They are still going out with the wrong amount due. Now I will likely have to turn off reminders. You can't send out reminders that have the wrong amount on them.

     

    Why doesn't Intuit care about a major bug in its software????

    IamjuViel
    IamjuViel
    Level 8
    August 26, 2020

    Hello, @NealRM.

     

    Let me route you to our Technical Support team so we can request for an investigation on what’s causing the incorrect invoice amount. You can do it by going to the Help icon at the top right of your QuickBooks Online (QBO) account.

     

    1. Select Help (?) at the top right.
    2. Click the Contact Us button.
    3. Enter a brief description of your concern.
    4. Hit Let's talk.
    5. Select Get a callback or Start a chat to connect to a live support agent.

    You can check our support hours and contact us at a time convenient to you.

     

    Thank you for your patience while we're working to resolve this. Please let me know if you have other questions about QuickBooks Online.

    M
    mrocha22
    April 6, 2022

    I am still having this issue.  Was this ever resolved for anyone?

    MariaSoledadG
    MariaSoledadGQuickBooks Team
    QuickBooks Team
    April 6, 2022

    Resolving your invoice issue is our top priority, mrocha22.

     

    Most likely, users who are experiencing this issue are those who are using customized invoices. As mentioned by my colleague @MadelynC,  you'll want to delete your customized invoice template and recreate them to resolve this issue. You can follow the steps provided above to successfully delete the invoice template. Once done, create a new template. To this, follow the steps below:

    1. Go to the Gear ⚙ icon and then select Custom Form Styles.
    2. Select New Style.
    3. Select the type of form you’d like to create a template for.

     

    Then, customize the appearance and the information on your forms. For more complete and detailed steps, I've added this article for your guide: Customize Invoices, Estimates, and Sales Receipt in QuickBooks Online. 

     

    However, if the issue persists, I recommend reaching out to our support team so they can investigate this further. They have the tools to pull up your account in a more secure way. Here's how to reach them:

    1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
    2. When asked by the bot, enter your concern
    3. Select I still need a human, then proceed with Contact us or Get help from a human.
    4. Choose either Chat or Callback.

     

    Moreover, learn how QuickBooks Online downloads the latest bank transactions and categorizes them. Check out this article for your reference: Categorize and Match Online Bank Transactions in QuickBooks Online.

     

    Drop a comment below if you have any questions about applying for invoice payments. The Community is always right here 24/7 to assist your needs. 

    T
    Treehouse1
    August 4, 2023

    I am not on an online format. None of these solutions work for me. I tried them all. Maybe the solution is to try a different accounting program. THIS HAS BEEN AN ISSUE IN THIS STREAM SINCE FEBRUARY 2020. 3 1/2 YEARS!!  THIS IS RIDICULOUS!! 

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