Let's perform some troubleshooting steps to help you fix the issue, @glynderibuilders.
Accumulated and excessive data stored on the regular browser can lead to unusual behaviors in any online platforms, including QBO. Resulting in you being unable to customize your invoices. With this, you can utilize an incognito or private window in opening your QBO account, as it prevents the website from using these corrupted cache files by following the keyboard shortcut keys below:
- Google Chrome: Ctrl + Shift + N
- Safari 11 or newer: ⌘ + Shift + N
- Mozilla Firefox: Shift + Ctrl + P
- Microsoft Edge: Ctrl + Shift + N
Once it works, proceed to your regular browser and clear its cache to refresh your website's preferences. Also, you may use another supported browser for the best and most secure experience.
I've added this article for more information about recording payments you've received from your customers: Record invoice payments in QuickBooks Online.
Let me know if you need additional assistance with customizing your invoices. I'm always here to assist. Have a wonderful day!
