Let's isolate this unexpected invoice format by creating an invoice and sending it to your own email address. You can start by accessing your account using a private browsing window to ensure there are no outdated files leading to this issue. You can use any of these keyboard shortcuts to open a private/incognito browser:
Once logged in, create a sample invoice and send it to your own email address. If the invoice you received has a correct format, you'd want to advise your customer to clear the cache of their regular browser. Doing so will refresh the system, and you'll be able to work with a clean slate. Also, you can try using other supported browsers.
However, if the issue persists, I'd recommend contacting our Customer Care team. This way, a specialist can securely look up your account and further check the root cause of this issue.
I've added these articles to help you add a personal touch to your sales forms in QuickBooks:
If you have other questions about customising, attaching files, and emailing sales forms to your customer within QuickBooks Online, feel free to leave your comments below. The Community and I are always here to help.
I use QB self-employed and unable to do custom invoices and surely, i don't want to be constantly advising people to flush their browser caches or risk not being paid. I Appreciate the response and I have tried those things. There are so many problems with QB i have emailed tech team and improvements... Nothing.... It seems i need to manually export PDFs to my PC and then send them and dummy invoices to my own email (accounts@) to force the program. This seems all too deliberate to me as a c# java / IT support consultant, i would never make software so limited and infuriating. even Access Database, or Myob Premier on a VM, but surely. Cheers
I appreciate the feedback and in this case it may be best to contact our support team to investigate further as you should be able to send invoices without issues.
You can get in touch with the Self Employed Support Team through the Help icon in your file or by sending us a private message on Facebook with your business name and email address.