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Anonymous
Not applicable

Customers unable to view invoices

Our customers require a full invoice, ie address, work detail, etc. But, for the last 3 months or so, i have needed to re-send the invoices as PDFs. Not only is this inconvenient, it also means that QB isn't helping us track invoice views. 

 

Any suggestions as to why this is happening now? and how to fix it? 

14 REPLIES 14
QuickBooks Team

Customers unable to view invoices

Hi Smills

 

We would be grateful if you can send a test invoice to yourself to establish if you are able to see the entire invoice. We have sent an invoice to ourselves and we are able to see all the details.

 

Level 1

Customers unable to view invoices

Hi

My customers are having the same issue. Have been using QB for a while now

and this problem only started when the layout of the invoice was changed

Customers receive the invoice OK

They then click on view invoice that takes them to the online invoice summary (this has changed from a few months ago) cant see the point of this step?

They then have to click again on the very small unreadable box on the right hand side to view the invoice (this link is hidden until you hover over it, again whats the point of that)

After all of those steps the invoice appears the is gone after 2 seconds

Is anyone else suferring from this?

 

Moderator

Customers unable to view invoices

We don't want you to experience this thing, kevin25.

 

In the new invoice form, you can no longer see the whole details without viewing it in a PDF form style. Your thought help us to provide a more friendly user interface. With that said, I'll share your idea with our developers. They'll review it and may consider adding this to our future updates.

 

As of now, you can let your customers see the whole invoice details in an Adobe reader.

 

You can check this article for more info about the new invoice form: What's new with QuickBooks Self-Employed Invoicing?.

 

I'm always right here if you still need my help.

Level 1

Customers unable to view invoices

Hi Thanks for your reply

Unfortunately "As of now, you can let your customers see the whole invoice details in an Adobe reader" is not possible as in my original thread I stated that why the client clicks on view invoice from the new layout screen, the invoice is viewed for 2 seconds and then shuts down

I can no longer send invoices from QB, but have to send them as an attachment. I am looking for a resolution to this issue

Hope this makes sense 

Thanks

Moderator

Customers unable to view invoices

We can let your customer perform a basic troubleshooting step, kevin25.

 

I’ve tried replicating this on my sample file and I was able to view the invoice without being kicked out. 

We can let your customers open the invoice in a private or incognito window.  This type of window doesn’t store any cache that causes a browser to load slowly.

 

If it works, you can go back to your regular browser and clear its cache.

 

You can also use a different supported browser.


On the other hand, yes, you’re correct. If you can’t send an invoice, you can save it as PDF, then manually attach it to your customer’s email.

 

If you still can’t send an invoice, you may need to reach out to our Phone Support team. This way, they can open an investigation about your case.

 

Here’s how:

 

  1. Click the Assistant button.
  2. Enter Talk to a human and then send it.
  3. From there, you can Start a chat, Get a callback, or Get email support.

If you have additional concerns, please let me know. I'll get back to you as soon as possible.

Level 1

Customers unable to view invoices

I am new and none of my client's cannot open the invoices. Tried to send it to myself and it's the same.

QuickBooks Team

Customers unable to view invoices

Hello there, @MA22T.

 

We've received similar reports from other users about not being able to view the invoice. Our engineering team is engaged and working hard to find a permanent resolution to this issue. Rest assured, we treat this investigation with priority.

 

I recommend contacting our Quickbooks Self-Employed support so they can add you to the list of affected users.

 

Here’s how:

  1. Click the Assistant button.
  2. Enter Talk to a human and then send it.
  3. From there, you can Start a chatGet a callback, or Get email support.

For future reference into what happens to your invoice, check out his article: What happens when you send an invoice?.

 

Feel free to get back to me if you have further questions about sending invoices. The Community has your back.

Level 1

Customers unable to view invoices

Also have this issue, you click View Invoice and nothing happens, it's just a 50% black opacity overlay with a close button in the top right.

 

Honestly, I'd like to use this feature, but it's unacceptable for customers to not be able to view payment details on their invoices, why this hasn't been fixed within a day of it being reported is extremely concerning.

Moderator

Customers unable to view invoices

Our engineers are closely looking into the issue you're experiencing right now, Nubble.

 

We have an open investigation about the black screen when viewing an invoice. However, I have a workaround that you may consider.

 

You can send a reminder to your customer about the impacted invoice. Then let them try opening it to see if they'll be getting the same issue.

 

I'd also suggest giving us a call so we can add your account to the notification list. This way, you'll receive updates as soon as a permanent fix is available.

 

Here's how you can reach out to us:

 

  1. Click the Assistant button.
  2. Enter Talk to a human.
  3. Enter I've got a black screen when trying to open an invoice.
  4. Select I still need a human.
  5. We’ll provide you a few support options. Select which one is convenient for you. 

 

If you want to know what will happen after you send an invoice, you can check the attached link for more information.

 

We appreciate your patience while we're working to resolve this matter. Take care always!

Level 1

Customers unable to view invoices

Did anyone change their invoice to include a service date?  I did this a few months ago and for approx the same amount if time my clients can read their invoices. 

Level 1

Customers unable to view invoices

Hi! is the invoice not available for mobile? as you cannot see the invoice if you click it on your mobile device. you can only see the summarized version but you cannot view the complete invoice on your mobile unless you open it on your explorer. Will this be available in the future or will it not be available for mobile??

QuickBooks Team

Customers unable to view invoices

Hi leido, 

 

If you open the invoice and tap the 3 dots in the top right > preview this will load the PDF view of the invoice, if you're not able to view this please get back to us below with the app version you're using and whether your device is is iOS or Android. 

 

Thanks!

Level 1

Customers unable to view invoices

Opened this via FB messenger. 3 dots on upper right shows 3 options as seen in the image attached. no way to view it without using the browser?

QuickBooks Team

Customers unable to view invoices

Hi there, leido.

 

I'll help with your question about invoices. Select the Open in Chrome option to open the transaction in a web browser. A new browser window will open in Chrome. Then, click View invoice to see the details of the transaction. 

 

Feel free to check out this link where you can see some of the most commonly used Help articles for QuickBooks Self-Employed: https://quickbooks.intuit.com/learn-support/en-uk/?product=QuickBooks%20Self-Employed.

 

Let me know if you need anything else.