customer unable to open sent invoice

Hey Wayne,

Thanks for Joining us on the UK Community Page for QuickBooks.

We do have a new investigation into some issues with invoices, but the error message is different than you attached - We'd encourage you to "Export to PDF" the invoice - You'll then be able too attach this to your emails as an attachment, rather than replying on the in-system methodology.

With the error message being different, I'd be inquiring if they have an alternative browser to the one this has loaded up on, so we can see if it's local to that browser - the SS is Safari, can we try Chrome, Firefox?

Sorry to jump onto this thread, but this issue doesn't seem to have been resolved. I'm having the exact same problem with a client opening my invoice on a Windows machine with internet explorer. The link to download invoice doesn't show, nor does any information on how to pay the invoice. This was in a school with strict software restrictions so trying a different browser isn't an option, and I'd be really worried if you're not supporting default browsers.

I have taken your advice and downloaded the invoice myself and sent it (something I can't do from the app so it's not a good long term workaround)

Hello SimonTong,

QuickBooks is designed to work on Chrome - we do not support Internet Explorer or Microsoft Edge, and so if any customers do have issues like yours, we need to be able to check if it works on the supported browser before we can raise it to our engineers. If they do not have access to another browser, the workaround of downloading the invoice and sending it manually is your only option.

Thanks,

Talia

Hello Gavwatts,

We apologise for the issues you have had with the product. Is it the customers that receive the error message, or yourself? Could you please send us this message?

Thanks,

Talia

Hi Talial. 

It’s  the customer receiving the error message. I’ve sent a test invoice to myself and the same happens. 

The screenshot is attached. 

Thanks for sharing  the screenshot of the error, Gavwatts.

There was an investigation made our engineers since there were a couple of similar cases reported. They found out that it was caused by a browser issue. 

To remove the error, please ask your customer to clear their browser's cache. You can share these links depending on the browser that you're customer is using:

• Firefox
• Chrome
• Safari (for Mac computers)
• Safari (for iPad/iPhone)
• Microsoft Edge

Let me know if you need anything else.

Hi JenoP,

Clearing the browser cache hasn’t solved the issue. 

Please can let me know what else I can try. 

Is it possible to resolve this issue, or should I just get my money back???

It is great to update your software, but when you screw things up, it costs me time, and time is money! First you have Turbotax as a separate part of your business, then you screw up my invoices to my customers, so now I can't get paid@! F U

Hi there, @Nevadacool.

I'd like to get you pointed in the right direction to get assistance with your invoice concern as well as with account inquiry.

In situations like this, it'd be best to reach out directly to our Customer Care Team. This team is the best resource for such inquires as they're able to pull up your account in secure space while the Community is a public forum.

They'll discuss with you the details about your account query and add you to the list of the affected users when it comes to your invoice issue. Additionally, if you have any "How do I" questions with QuickBooks Self-Employed, you can always visit this link: QuickBooks Self-Employed

Please know that the Community is always here should you have any concerns with QuickBooks. We're always here to lend a helping hand. 

Hi The issue of customers not being able to open invoices has occurred again. 
I can’t ask new customers to clear browser cache etc. It’s just not feasible the first time I send someone an invoice. Please can you get your engineers to sort this. 
QuickBooks seems to spend more time with issues than it does work I g properly. 

I've sent an invoice to myself and I was able to view it without error, Gavwatts.

They can click on the Download if the View invoice button isn't working. That way, the invoice will be downloaded in a PDF format. They can also select the Print button as another workaround. There will be an invoice pop-up once they've clicked on it.

I'd also recommend contacting our Customer Support Team if this behavior persists. They'll be able to see what causing this error. They can also create a case for our engineers to further investigate it if needed.

1. Click Help and select Contact us.
2. You can enter the word Invoice in the Ask a question box. Click Continue.
3. Choose either Start a chat or Get a callback.

Comment again if you need more help.

I have just recently started having this problem. I am using a Chrome browser. I had to send the pdf version to the client in order for them to pay the invoice. Although it would send through the QB Invoice, the client was only see a link to pay, but not the invoice itself.

I am new to QB today, just sent first 3 invoices of which nobody can open.

Will this be resolved?

Hello there, PAWriter,

This has been reported to our product engineers. They're currently working to resolve this as soon possible.

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

1. Select Assistant from the top bar.

2. Type Talk to a human.

3. Then select your preferred support method: Message an agent (Live chat), Call an agent, or Get a callback.

You'll want to provide this investigation number, INV-46528. They'll be able to track this easily.

We appreciate your patience and understanding.

Apparently this is still an issue over a year later. Being able to send a customer invoice seems like a critical feature, no? I am getting complaints from clients unable to access pdf's. I have to download and attach to an email manually. If I'm doing all this, I might as well just create and send invoices manually - why do I need QB???

I've been thinking the same thing. I was told (earlier in this thread) to do the exact steps you describe because Quickbooks insists on using HTML5 features which aren't supported on all browsers. Its not a good first impression for a customer when you send an invoice and they have these issues. We don't have control over the browser clients open link through, and for me the client doesn't have control over this either. I work in schools where installing a different browser on a machine is not possible.

Quickbooks need to have it plastered all over their site that the browser being used isn't supported, or maybe do something simpler like a plain text page if an unexpected browser is detected. The current situation is completely unacceptable for software designed for businesses and professionals to use.

I like how quickbooks don't use their own system to ask us to pay them or send receipt of payment. I think they know we'd have trouble opening it and paying them!

Gotta love when you get an email response from support about invoices not opening....and the response from support won't open. C'mon Intuit, this is just embarrassing.

I appreciate the feedback you've shared, @roomtodiscover.

Let me share some updates about the on-going investigation about your client's inability to open the invoices you've sent (INV-46528). Currently, our Product Engineers are still working on releasing a permanent resolution to this on-going issue.

Rest assured, once there are available updates, you'd be notified via email. Also, it would be applied directly to your account.

On the other hand, you can try viewing the email you've received from our Technical Support team using a private browser or an incognito. This way we can isolate the prompt for a possible browser-related. Here are the shortcut keys you can use:

• Google Chrome, press CTRL  + Shift + N
• Mozilla Firefox: press CTRL  + Shift + P
• Internet Explorer: Press CTRL  + Shift + P
• Safari: press Command + Shift + N

If you’re able to able to successfully view the email, you'd want to clear the cache of your regular web browser. Also, you can use the Browser Health Checkup Tool to check any issues with your browser’s health and its compatibility with QuickBooks Online.

Let me know how it goes in the comment section below if you have other questions in doing your task with QuickBooks. I'm always here to help.

hmm surely this is quite a basic problem. customers not being able to open an invoice you have sent them???? this for many people is the difference between gettinng paid and not getting paid... i have bhad to dwonload it then send it via my email, extra work = less less money, and that feature was part of what, made me sign up. cmon...ffs.

Hi Rossanthony:waving_hand:, The senior technicians working on resolving the issue with opening an invoice when sent to a customer have advised this is now resolved. You can either resend the impacted invoice or just send a reminder to your customer and they will be able to open and see the invoice PDF. 

Hi.

I'm sending invoices to various customers and they've all came back with the exact same issues. Non of them are able to view the full invoice, the same issues as everybody else has pointed out. it's pretty worrying reading through this thread as it started in 2019 and still hasn't been resolved. Is there a way I can resolve this? I don't want to have to export as pdfs and ask customers to start doing things on their end surely there's a fix for QBs primary function?