Subtotal missing on invoice

Hello, 

QuickBooks Online makes it easy for you to invoice your customers from anywhere your business takes you. I know it can be vital to review the subtotal on your sales forms, and it's not normal for this field to be missing. I'll help you figure out why the subtotal field is missing on your invoices. 

Try clearing the cache and cookies in your web browser. These stored Internet files can build up over time and cause bugs in sites like QuickBooks Online. This can sometimes prevent certain fields from loading. Here's how to clear them from your browser: How do I clear my browser cache and temporary Internet files?

If you're still not seeing the subtotal portion of your invoice, try using an Incognito window in Google Chrome. This private window runs separately from the rest of your browser, and it's helpful in diagnosing various browser issues. Here's how to use it: Browse in private. You can also try using a different browser all together. 

If you're still having issues, please reach out to our tech support team. It's possible there's an engineering bug that will have to be resolved on our end, and I'm confident our team will get things back on track for you. 

Cheers.

I’m having the same issue.

After receiving partial payment from customer I can only see the balance amount when I try to print or download the invoice.

From my view, I see the subtotal, payments, discounts etc. I even see all the information when I go to edit the invoice format but not when I go back to send it to the customer all the information is hidden. They can only see the balance due.

I called an agent and after 45 minutes of clicking back and forth the same buttons she told me the customer could use a calculator to know the subtotal!!! That was the most absurd and upsetting answer. 

Can someone explain why is this happening and how to fix it? 

The details displayed on the invoices sent to clients are based on the configurations set in QuickBooks Online (QBO), Liz09.

Since you've already checked your invoice format and see to it that all the information was there but your customer's end only shows the balance due, we can do a self-test by sending the invoice to yourself or your email. This will isolate the problem and determine whether the issue lies with the invoice setup in QBO or is specific to your client's situation.

If you receive the same result as your customer, we can delete the invoice and recreate it. This ensures all necessary information is displayed properly on the new one. Here's how:
 

1. Go to the Sales menu and select Invoices.
2. Open the partially paid invoice.
3. Click More at the bottom of the page and hit Delete.

After that, let's recreate the invoice. You can use the Audit log feature to view information for the deleted invoice. Once done, record the partial payment for the invoice and send it again to yourself and your client. This is to verify if you both have the same result or not. 

If everything's fine on your end but not for your customer, their web browser may be outdated. Clearing their browser's cache can resolve temporary glitches that damage the data. To simplify the process, have your client open the invoice using an incognito window.

You can also have them follow the troubleshooting steps shared by AddieC above.

If after following all the recommendations and the issue remains, it's best to contact your Live Support team again. I'm aware that you've already gotten in touch with them but it's the best we can do right now given that they have all the necessary tools to further investigate this issue.
 

The Community team is always willing to help if you have more questions or concerns about managing your invoices in QuickBooks. Just click the Reply button below and we'd gladly help.

Hello Nicole, 

Thank you for your prompt response.

Let me explain in more detail the problem I'm having.

* All my invoices, except for one are lacking payment details.

* When I open an invoice from my quickbooks online, all the payments details such subtotals, discounts, payments, total and balance shows on my screen.

Ex.

Subtotal $10,000.00,

Discount $1,000.00,

Total $ 9,000.00

Deposit 1 $ $5,000.00,

Deposit 2 $3,000.00,

Balance $ 1,000.00

* However, when I click print or download the only information that shows on the invoice is the deposits (as one) ex. $8,000.00 and balance $1,000.00

- If I go to the "custom form styles" and I open my invoice template- the payment details show correct on the screen. And if I click the "print or download" preview on that sample template all the information shows complete.

_ I clear all my cache and even try to create a new invoice template, but the problem still persists.

- This problem with a "summarize invoice" happens on the invoices I email out to my customers and to the ones I email to me. 

Is there a reason why only one invoice is correct and the rest are not? 

Thank you!

Hi, @Liz09. Thanks for the information. I'll provide more details to help resolve your invoice issue.

To ensure we're aligned, could you verify if this invoice uses the same template as the others? To prevent discrepancies, please select the invoice template that displays the details you mentioned.

Since the current invoice issue cannot be resolved by changing browsers or clearing cache and cookies, consider checking the following settings in your invoice template

• To display complete payment details such as balance forward, payments and credits, new charges, and total amount due, ensure the Show on invoice box is checked.
• Select the Full details radio button and tick the PDF Attached box from your Emails tab. I'll add a video snippet for visual reference:

To select the template from your invoice screen, please follow these steps:

1. Navigate to Sales and then select Invoices.
2. Find the invoice in question and click View/Edit from the Action column.
3. Hit Customize.
4. Choose the correct template.
5. Hit Save and send and then Send
   and close.
   
   
   (view in My Videos)

    

Another possible reason is that if you're using the new invoice experience, your current template may be set to the Modern view. Here's how to change it:

1. From your invoice list, click View/Edit.
2. Select Manage on the upper right.
3. Go to Design.
4. Click Remove default.
5. From Other templates, select your invoice template.
6. Click Review and send and then hit Yes.
7. Select Send invoice.
   
   
   (view in My Videos)

    

If the issue persists, we recommend contacting our Live Support team for assistance. Using advanced tools, our representatives can securely access your account and further examine the issue.

If you want to customize a report to show invoices due on specific dates, this resource can be helpful: Create an invoices due on a specific day report in QuickBooks Online.

Let me know if you need further assistance with your sent invoices or have other QuickBooks concerns to help keep your business ahead.