We have been using 2 Custom Forms Invoices for printing since we started, but since Friday, when I try printing one of these forms in the print preview screen, it displays the view you would get if you wanted to edit an Invoice form, so for the moment I'm having to print using the Standard Form. This seems to effect all new invoices and going back to December 18, previous invoice to that date still preview and print as desired correctly.
Hello S Hartland,
Welcome to the Community - thank you for your question!
We may need to view a screenshot of this to understand the issue fully. Do you have access to Facebook or Twitter so you can private message us with this screenshot and your email address?
There might be some changes happened in your account, S Hartland.
That can be the reason why your invoice template shows different than the one you used before. To check the changes, go to the Gear icon, then choose Audit Log.
Though, you'll have the option to change the current template.
Moving forward, you will be using the default template when creating an invoice.
You'll want to check this article to know more about how to customize invoices, estimates, and sales receipts.
Let me know how it goes on your end. Take care always!
Unfortunately my Audit log only goes back to the 1st March and this started happening on the 26th Feb.
We already have the custom form style default selected on our custom form style, we have a list when we go to a customers invoice for printing of emailing, the standard form styles and our custom ones, but from my original question, when ever we select one of our custom form styles or the default custom form style for invoices (in estimates we have 4 custom form styles and they all work perfectly) it selects the style as show in the attachment earlier, ahhhh
Hello S Hartland,
I appreciate you for getting back to us here in the Community. Allow me to step in and provide additional information about the issue going on in your end.
I've checked here, and we've received reports from other users concerning the invoice custom form styles. Our product engineers are already working to fix the issue as quickly as possible.
If this happens when you go to Print Preview, please continue to email the invoice to your customers. Once sent, they will be able to see the correct form style via Email.
I also recommend reaching out to our Support Specialist. I want to make sure you'll be on the list of affected users for you to receive updates about the fix.
You can provide the investigation number INV-27893 directly to support.
Please let me know if you have any further concerns about invoicing customers. I'm always here to help.
Well I did as you asked and contacted support and gave them the Investigation no. you generated and they said all they could do was generate a Ticket No. so going nowhere really, here is a copy of the email following my call
14:06 (1 hour ago)
This issue was escalated to our engineers and having checked your case and the investigation it is still currently being worked on this was impacted when there were changes made within the standard forms which appear to have had the knock on affect on the custom forms. We do have your company and email address attached to the investigation and we will email you as soon as this has been resolved