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Level 1

Customer Can't open my invoice


I'm in the UK.


My customer can't open my invoice sent via the QuickBooks self employed app,

I've been using this app nearly 2 years and sending invoices weekly to the same customer and now it comes up their end saying Invoice unavailable.

They have also send it to other emails and still the same problem.

I've sent it to my emails and it works fine .

Not sure why it's suddenly doing this.

I've attached a file so you can see.



QuickBooks Team

Customer Can't open my invoice

Hi there, Akada28.


Thank you for visiting the QuickBooks Community. I appreciate you for performing some steps to see if other is experiencing the same issue. With this, I'll be sharing details to ensure that your customer can open invoices.


Since the invoice you've sent saying that the entry is unavailable, I recommend advising your customers to access the View invoice link through a private browser. This is to rule out the possibility of a webpage issue, and private browsing doesn't store local files or cache.


Use these keyboard shortcuts based on the browser you're using.


  • For Firefox or Microsoft Edge, press Ctrl + Shift + P.
  • For Chrome, press Ctrl + Shift + N.
  • For Safari, hold down Command + Shift + N.


If it works in incognito, your customer needs to clear the cache of their regular browser. This removes the history or log of sites so you can start with a clean slate. You can check this article to see the steps: Clear cache and cookies to fix issues when using QuickBooks Online.


If the steps above didn't work, use another supported browser as alternatives.


If the issue persists, I suggest contacting our QuickBooks Self Employed Support Team. They have the tools to investigate the cause of the issue.


Additionally, please refer to this article to view different details on how QBSE tracks everything about your transactions throughout the year so your account stays accurate: QuickBooks Self-Employed Overview.


Don't hesitate to visit and drop a post in the Community again if you have other concerns about sending invoices or questions about QuickBooks. We're looking forward to helping you out in the Community space.

Level 1

Customer Can't open my invoice

Thanks very much for the speedy response. 

I will try and work out the problem once I come back of holiday.

Level 1

Customer Can't open my invoice

Same problem here. We send and receive invoices from numerous suppliers and accounts and all are having this issue. Hopefully intuit fixes it on their end. FYI, incognito and clearing caches does nothing.

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