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Level 1

Customers complaining they cannot see my invoice

Have had several customers recently complaining of this.

I have sent myself two test invoices and cannot see either of them (only the total and date of invoice).

Please can you advise how to remedy this?

 

18 REPLIES 18
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Moderator

Customers complaining they cannot see my invoice

Thanks for posting here in the Community, @Rob Ginn

 

Most common display issues might be caused by too much cache files in the browser. This is the possible reason both you and your customers are unable to see your invoice details. 
 

To help fix this, I recommend accessing your QBSE account via a private browser. You can also have your customers access the View invoice link through a private browser (see the screenshot below). It's a great way in isolating the issue since it doesn’t store data in the cache. Here are the following keyboard shortcuts: 

  • Google Chrome: CTRL + Shift + N
  • Safari: Command + Shift + N 
  • Mozilla Firefox and Internet Explorer: CTRL + Shift + P 

 

From there, you can create a test invoice and resend it. If it works, you can go to your regular browser and clear its cache. This deletes the stored cache files and get a clean slate in the browser. If not, you can use other supported browsers

 

Once you receive the payments from your customers, you can click the Mark as paid links in the Action column. You can also continue to take other actions, like printing or exporting them as PDFs. To learn more about this process, read through this article: What Happens When You Send An Invoice?

 

ViewInvoice.PNG

 

I'll be here to help if you have other concerns. See you around and take care always, @Rob Ginn

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Level 2

Customers complaining they cannot see my invoice

I have the same issue none of my customers can see invoices Sent from

the self employed software it’s crap 

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Level 2

Customers complaining they cannot see my invoice

Does any one know how you complain to this company with out getting an answer from the useless automated system 

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QuickBooks Team

Customers complaining they cannot see my invoice

We don't want to see you inconvenienced, Homeandcastlehouskeeping. I've checked our records and didn't see any open investigations.

 

We can try to resend the invoice. Although, if your customers are still unable to see it, I'd suggest getting in touch with our customer care support. They might create a case about this issue that'll be investigated by our engineers. Here's how:

  1. Visit our website.
  2. Select QuickBooks Self-Employed.
  3. Fill in the necessary fields.
  4. Click Ask Your Question.

You'll receive a reply from one of our agents within 1 business day.

 

If you have more questions, you can always tag me or post a new question in the Community. 

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Level 1

Customers complaining they cannot see my invoice

Why can’t it just work like it use to. I will NOT ask my clients to do any of that right click, copy and paste. I pay for a Service that should just work and once again it’s not working

Highlighted
Moderator

Customers complaining they cannot see my invoice

Hello Daniel,

 

We're already aware of this issue and it is worked on by our engineers. I'd recommend emailing to our Customer Care Team. They can add your profile to the list of affected users.

  1. Go to this link: https://help.quickbooks.intuit.com/en_GB/contact.
  2. Enter your information and the details of your concern.
  3. Click Ask Your Question button.

They'll response to you within the day and give you further information about the issue.

 

We'll appreciate your patience as they get to the bottom of this.

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Level 2

Customers complaining they cannot see my invoice

My customers cannot find the invoice or bank details, and have to ask me again for bank details which I sent separately.   I recently asked them to forward me their email from Quickbooks and I think I can see where the problem is. 

 

In the email from Quick books there is a button indicating 'view invoice'.  Once this is pressed there's another page.  However this still doesn't display the invoice.  It has another button with text 'view invoice'.  If this is being viewed from a mobile it's just not clear.

 

This 2 click system makes it more difficult for clients to find my payment details, and pay me.  This is exactly the opposite of what should be happening, and creates a bad experience as they have to recontact me to ask how to pay me.   It is not giving the seamless experience .  Why can't Quickbooks send them a pdf invoice with all (bank) details on the first email?  Or is there an option I can select to make this happen?  

I have tried to raise this via the link above but the question form will not permit me to post this message as it has too many characters!!.  

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QuickBooks Team

Customers complaining they cannot see my invoice

Your feedback will help us stay in tune with what our customers want, need, and expect, fishyfillet.

 

I can definitely understand why this would be handy, though. Having a PDF attached to the email would be very convenient so you won’t have to click the "view invoice" link just to view the information. At times, we roll out updates based from the request that we received on our customers. Rest assured, I’ll share your suggestion to our product developers for consideration.

 

As we assess this opportunity, I encourage you to visit the QuickBooks Blog to stay current with our product updates.

 

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

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Level 2

Customers complaining they cannot see my invoice

Thanks for getting back to me.  I've just had a separate reply from a ticket I raised on your website. It asked me to send a dummy invoice to check the process.

 

Thankfully I did as asked as I've discovered it's actually worse than I thought.  I Counted 4 actions required to see my invoice with bank details...4!!  And one of the steps Quickbooks actively encourages the client to recontact me (rather than pay me)!!!

 

Here's what I learned when I sent myself a dummy invoice - 

1. Client receives an email saying invoice from [email address removed] for £100 Click to 'View Invoice'

2. Client then travels from email to Quickbooks web page where they can see - XX company sent you an invoice; Tiny font = 'view invoice & more info'. Massive Font = CONTACT XXXX IF YOU"RE NOT SURE HOW TO PAY THIS INVOICE (PS why say this? Why not just display the invoice?). To view the invoice the client has to click the 'view invoice & more info' - tiny font link.  

3. This then expands on some detail, however still no invoice.  Client is invited to click to 'view invoice. I have also spotted an invisible 'download' or 'print' (only via desktop) that appears only when you mouse over it.  But it's invisible until you mouse over it so this is pretty pointless.

4. A PDF of the invoice is then displayed within a web page. Client has to then has to click in to their browser to save.

 

So... Quickbooks can I request this is simplified to 1 click and/or can I have an option to send a pdf in an email?

You can safely assume that I will not be using this feature again until this changes.  Back to manual invoicing for me!

 

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Level 14

Customers complaining they cannot see my invoice

@fishyfillet 

Explore the free invoicing feature in this payment service. It supports QBO. You may get better experience.

https://veem.grsm.io/veems

 

Hope it helps.

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QuickBooks Team

Customers complaining they cannot see my invoice

Hi fishyfillet

 

The invoice is sent and viewed by the method above. If you select the download option, the icon that appear when you hover below the view invoice option, you are able to view download the invoice in a pdf format.

The reason the message is there to contact the sender if they are unsure how to pay is that the sender may have neglected to enter any payment details within the payment details field.

We will submit an enhancement request to our engineers regarding the simplification of viewing the invoice.

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Level 1

Customers complaining they cannot see my invoice

Totally agree and have just had the same experience and can't believe they still haven't sorted this. Totally unacceptable -

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Level 1

Customers complaining they cannot see my invoice

The download is empty

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QuickBooks Team

Customers complaining they cannot see my invoice

Hello @wasteoftime,

 

We receive a report about clients who are unable to view or download sent invoices. Our engineers are already working on getting this issue resolved.

 

In the meantime, I recommend contacting our Payroll Support so you'll be added to the list of affected users. This way, you'll be notified if an update is available.

 

Here's how to reach out:

  1. Go to https://help.quickbooks.intuit.com/en_GB/contact.
  2. Select Search for something else, then type a brief description of your concern.
  3. Hit Search.
  4. Click Get a Phone Number or Start a Message.

You might also want to check our page about managing customers and income that I'm sure you'll find helpful.

 

Stay in touch if you have other questions or concerns about invoices. The Community is here to lend a hand. Thanks for joining and I wish you have a lovely day ahead.

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Level 2

Customers complaining they cannot see my invoice

I have the same problem June 19th 2020 I send a very detailed invoice which is necessary for my business and my customers can never see it. most just pay it without seeing details but that goes against my business ethic in a big way, I need my customers to be able to see detailed itemized invoice, why is this problem still not fixed?! I need to find a new company to deal with my invoicing and tax stuff if this can not be remedied.

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QuickBooks Team

Customers complaining they cannot see my invoice

We'd really want to have this sorted out as soon as possible, rtwoodworks. 

 

However, our engineers are still working on the investigation to resolve the issue that's causing blank invoices after clicking the View Invoice button. For now, you can export the invoice as PDF. Then, manually send it to them via email for them to still get the details of the transactions. Here's how:

 

  1. Go to the Invoices menu and look for the invoice.
  2. Click the drop-down list under the Action column and select export as PDF
  3. It will automatically be downloaded and saved in your Downloads folder. Then, use it as an attachment in emailing 

I'd also recommend reaching out to our chat or phone support agents for QuickBooks Self-Employed. They'll be needing your account details and add you to the list of affected users. Once added, you'll receive a notification as soon as the issue is resolved. Here's how:

 

  1. Click Assistant in the upper-right hand corner.
  2. Type in "Talk to a human", then press Enter.
  3. Enter the same keyword (Talk to a human) when prompted. 
  4. Click I still need a human.
  5. Select between Message an agent and Get a callback.

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

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Level 1

Customers complaining they cannot see my invoice

Hi, today’s date is 18/11/20 and I have this problem as my customers cannot see the actual invoice. I have sent invoices to myself as a test and I cannot ‘view invoice’. The customer receives an email stating the amount due in a big font and to contact me if they are unsure how to pay! I agree this looks very unprofessional especially when my invoice (which my client cannot view) has been set up correctly and I have detailed all of the works specifically.

 

So come  on QB team, you’ve known about this almost a year (see date of first post in this thread) your engineers should have this sorted by now..

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QuickBooks Team

Customers complaining they cannot see my invoice

Hi there, Dsplumb.

 

This is not the kind of experience I want you to have with QuickBooks Self-Employed. I'd appreciate you for providing details on what you've done. 

 

The reported issue about the customer unable to see or click ‘view invoice’ has been tag as closed. Since you and your customer still experiencing the problem, I'd suggest accessing the invoice received via a private or incognito window to check if this is a browser-related issue.

 

 

You can use either of these keyboard shortcuts:

 

  • For Google Chrome browser: Ctrl + Shift + N
  • For Mozilla Firefox browser: Ctrl + Shift + P
  • For Safari browser: Command + Option + P

 

If it works, then the main browser may have too much historical data from previously visited websites that cause this kind of behavior. That said, your customer needs to go back to the regular browser and clear the cache to delete those temporarily stored files and browsing history. They can also use other supported, up-to-date browsers as an alternative.

 

If the issue persists, I'd recommend contacting our QuickBooks Self-Employed Support Team. They have the tools to pull up your account to further investigate the cause of the issue. Then, able to verify why you're still getting the same problem. Please follow the steps provided by 

JenoP on how to reach them.

 

Please also check this article: Create invoices in QuickBooks Self-Employed. This will provide you the details about the recent update that we released to enhance customer's experience when creating an invoice.

 

Let me know how it goes and leave a reply below if you have further questions. I'm always here to help. Stay inside and take care always!