Custom Message on Invoice not showing any more

guyjolliffe · ‎April 14, 2020

In my template the Message on Invoice field is left blank, but I fill this in when I create a new invoice for each sale (as the notes in that box are different for every customer).

This message used to show up on the invoice Print preview and Print out on the invoice.

Suddenly now the Message on Invoice field does not show on my Print preview or print out on the invoice anymore. I'am inputting data into the Message on Invoice box in each invoice and this is being saved (I can see it when editting an invoice but it does not show on Print preview on invoices anymore.

I have tried clearing the browser cache. This used to show up but has suddenly disappeared.

emmam6 · ‎December 19, 2023

Hello Community users, we just wanted to pop in and update this thread with the resolution for future viewers of this page. The situation with marking an invoice as paid causing missing information on the message on the pdf of the invoice was investigated by our product engineers and a fix was put into the product in the 2nd quarter of 2020. Any questions at all or if you have a similar issue please let us know. Thank you.

View solution in original post

Rubielyn_J · ‎April 14, 2020

Hello there, @guyjolliffe.

I appreciate you doing the basic troubleshooting to fix your concern. Upon checking on your problem, there's an ongoing product investigation (INV-44753) about the error of invoices marked as Paid cause "Message on invoice" info to disappear on PDF of invoice.

Our product engineers are aware of this and are working to identify the cause of this issue to provide a solution and will notify you with updates regarding the status via email.

Meanwhile, if the invoice is unpaid and it doesn't show in the preview, I recommend reaching out for our phone support to be added as an affected customer.

Here's how:

Click the Help menu.
Choose Contact Us.
Type in the INV number, then select Let's talk.
Click the Get a callback button.
Input the necessary information then hit Confirm my call to process your request.

You can also check this article for the availability hours of our phone support: Support hours and types.

Please leave a comment below if you have additional queries. I'd be glad to help. Keep safe and healthy!

emmam6 · ‎December 19, 2023

Hello Community users, we just wanted to pop in and update this thread with the resolution for future viewers of this page. The situation with marking an invoice as paid causing missing information on the message on the pdf of the invoice was investigated by our product engineers and a fix was put into the product in the 2nd quarter of 2020. Any questions at all or if you have a similar issue please let us know. Thank you.

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Custom Message on Invoice not showing any more