Subtotal is/ is not appearing on our custom invoices

Thank you. I may not have explained myself correctly.

This is occurring intermittently eg on some occasions it shows and others it does not. (hence the fields are orrect) It also is taking place on QB templates (and hence no user error)

Please advise how I can remove the bold text on fields in  the QB templates. I believe it is either on item / product description for sales invoices.  

thank you..  sorry to keep on asking but QB templates  are pretty basic and cannot be customized. Another example is : PO templates where we cannot remove the signed/authorized by words (or can this be done). 

Hi @Koala,

Allow me to step in and share my thoughts about the subtotal field and why this is happening. I also appreciate you for providing more details on what's going on.

Given that the issue happens at random and in both custom and default templates, you can try troubleshooting steps for your browser and see if that helps.

These are:

1. Clear your browser's cache.
2. Try your browser's private window.
   • Google Chrome: Ctrl + Shift + N
   • Mozilla Firefox: Ctrl + Shift + P
   • Internet Explorer: Ctrl + Shift + P
   • Safari: Command + Shift + N
3. Try a different browser to see if it has the same results.

If you continue to experience this random issue, I suggest contacting our QuickBooks Online Technical Support team for further assistance.

Here's how:

1. Log in to your QuickBooks Online company.
2. Click the Help menu.
3. Select Contact us.

Speaking of possible browser issues, you can spare some time and view this article: QuickBooks Online doesn't load correctly or has blank pages. This includes a lot of unexpected situations when your logged in to QuickBooks.

Have other questions in mind? Or clarifications perhaps? Please feel free to leave a comment below, and I'll get back to you.

Hi Koala

Did you ever find a solution for the subtotal not appearing? i am having the same problem

thx

Nat

Hello there, @nattitatti, 

Yes, the recommended solution to fix this issue is to perform basic troubleshooting steps as provided by my peer RyanM above. I'd first suggest performing them. 

However, if the steps above don't make any difference, you'll need the assistance of our Customer Care Team. They can double-check your account, verify the root cause of this issue, and help you fix it. 

You can always go to the Custom Form Styles menu. From there, you can update and delete your existing templates. You can also create a default template so you can apply it to your sales forms. For more details, check out this article: Customise Invoices, Quotes, and Sales Receipts in QuickBooks Online. 

Keep me posted whenever you need further help. Have a great day, @nattitatti. 

Take care always, 

Raymond

This is happening to me as well. 

I wanted to try using the resident templates for easier editing, but this is a show stopper.

I have a custom invoice that displays the subtotal correctly but the QB temples do not show it.  They show when editing the template, but not when you use it with a real invoice.

Hi there, pjd50368.

A cache full of history and temp files can cause unexpected behaviours, such as QuickBooks templates doesn't show the subtotal correctly.

I suggest logging your QBO account using a private browser (incognito). This way, it confirms if the cache is the cause and to disable it from saving your browsing data.

Please follow the steps provided by my colleague Ryan above on how to use private browser.

Once the subtotal show correctly in QuickBooks templates, I recommend return to your default browser and clear the cache. Clearing it will refresh the system, and you'll be able to work again. However, if the issue persists, try using other supported browsers.

If the issue continue to occur after following the steps above, I recommend contacting our Customer Support Team. They have the tools that can help check the root cause of the issue. You can click the link shared by my peer Raymond on how to contact our QuickBooks Support.

Please don't hesitate to ask if you have other questions. Thanks!

Had someone fixed this issue?

 I have the same problem.

Hello @Juvet,

Are you using an import style template for your invoice? If so, you'll want to check if the SUBTOTAL is entered as <Subtotal>. Incorrect mapping and misspelled words in the template may cause issue. 

Here's how to check: 

1. Go to Gear, then Custom form styles.
2. Edit the invoice, then go to the Content tab.
3. Click the bottom part of the invoice and see if there's a subtotal.
4. Hit Done.

If you're able to verify the subtotal, please contact our support so we can create a case for you. This way, you'll receive updates via email as progress is made towards a solution. I've also added our page about managing customers and income. It contains related resources for customers and invoices.

To reach our Customer Care Support:

1. Go to (?) Help. Then, Contact Us.
2. Type a brief description of your issue, then Let's talk.
3. Select Get a callback or Start a chat.

Please know that you're always welcome to swing by anytime if you have questions. I'd be around to assist you further. Thanks for reaching out. Cheers!

I can’t edit custom invoice in Custom form styles, I can only Preview in PDF the invoice.

So, the Subtotal is still empty when I try to create an invoice.

Hi Juvet,

If you only see the 'Preview' option, this means this template was not created in QuickBooks Online; you have created this externally and then imported it. You will need to locate the template saved on your desktop, review and edit it as necessary and then import it again. If the <subtotal> field is missing or isn't mapped correctly, it will be unable to show in QuickBooks. For reference, see the screenshot in the first reply in this thread. 

Once you have ensured the <subtotal> field is on the template, save and import it into QuickBooks. See here for details on matching your fields with QuickBooks fields when importing. Then set it as your default template (on the same dropdown menu where you see the Preview option, select 'Make default') and try creating a new invoice. If you have mapped your subtotal field correctly, you should now see the subtotal field showing.

If after following these steps, confirming the field is mapped and you are using the correct template you are still not seeing this option, I would recommend reaching out to our Support Team directly so they can review the template and take further steps for escalation if required. You can reach them on 1800 046 038 or by: 

1. In your QuickBooks Online, click the Help menu in the upper-right corner.
2. Select Contact us and enter the details of your concern.
3. Click Let's talk and choose Chat or Get a callback.
4. Enter the required information.

-Kass

I did and followed correctly the process. <subtotal> field is in the template. The mapping was successfully accomplished. But unfortunately it still doesn’t work.

Hi Juvet,

I'm sorry to hear that the troubleshooting has not resolved the issue. In this case your best option is to please reach out to our Support Team directly using the methods outlined above so they can get their eyes on this with you and investigate further. 

-Kass

Finally fixed this noon by the technical support.

Nice job!

I don’t know what’s going wrong, same thing again this morning.

 I really need to fix this definitely.

Hi there, Juvet.

We'd really want to have this sorted out for you. After reading all the previous responses, it looks like all troubleshooting steps that can resolve common template issues have already been shared in this thread.

I can also see that you had reached out to our customer support about this issue. However, I would still recommend reaching out to them again. Our customer support can check your account and review the steps given by the representative you initially resolved your concern. They can also provide more options and take a closer look at this to sort this out.

Please don't hesitate to visit us again if you need anything else. 

@JenoP Hello,

On Friday I spent more than hour on the phone with Technical Support to get this fixed. And it has been done. I mean it works.

With the support, I used Glance, so we review my template, the EZ fields, the mapping and all the process. After hour, it finally works.

But this morning, the SUBTOTAL is not there again. And I planned to send some invoices today.

Hello there, Juvet.

I understand that you really need to fix the custom invoices issue so you can send invoices.

It's best to reach out to our Customer Support Team so they can further investigate why you keep on experiencing that error.

I'll be here if you need anything else. Stay safe and healthy!

@AlexV,

Unfortunately I have to wait until Monday to get assistance.

@Juvet What was the resolution to getting your subtotal to show on an invoice?  We are also running into the same issue on a custom invoice form.  Subtotal and taxes do not populate even with field mapping correct.

Thanks for sharing the solution with the community.