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listompy
Level 1

Invoice not showing on invoice screen

I have generated an invoice and saved as a draft but it is not showing up on my invoice screen as it does usually - the only way I can find it is by searching the invoice number in the search bar. 

I have tried changing the order invoices are displayed in, logging out and back in etc.. it shows up as normal on my iPhone app but not my laptop.

 

Why is it doing this?

12 REPLIES 12
katherinejoyceO
QuickBooks Team

Invoice not showing on invoice screen

Great day and welcome to the Community, @listompy. I appreciate you for your resourcefulness before reaching out to us for help.

 

I've checked our records but we haven't received any reports about the inability to show invoice on the invoice screen using QuickBooks Self-employed UK version. 

 

Usually, an unexpected behavior such as this can be caused by a browser-related issue. This is because your browser can store a cache of the websites you've frequently visited. 

 

Let's check to see if this will work using an incognito or a private window before performing necessary steps on your main browser. Here's how: 
 

  1. Launch a Google Chrome as your main browser. This browser works best with QuickBooks. 
  2. Press CTRL+Shift+N to open an incognito window. 
  3. Log in to your account and check  if you can see the invoice you saved as draft. 

 

If that works, that means it's a browser issue. Go back to your main browser and clear the cache to remove temporary internet files. Otherwise, try using another supported browser such as Mozilla Firefox, Internet Explorer, and Safari. 

 

Let me know if you need anything else. We're always around to help. 

Knew2020
Level 1

Invoice not showing on invoice screen

I'm having the exact same issue.  My draft invoice appears on my app,  but not my Mac.  I've cleared out the cache as suggested and tried several browsers, but it just doesn't show.  This has only been the case since I upgraded to Open Banking however, so not sure if it's related...

 

Is this a known issue?  Are there plans to fix?  I quite often create drafts so would be good to know why it's suddenly happening.

 

Thanks!

Ashleigh1
QuickBooks Team

Invoice not showing on invoice screen

Hello Knew2020, 

 

 

Welcome to the Community page, 

 

In the Self-employed account the bank and invoices are not linked together, so the open banking should not affect you not being able to see your draft invoices, are you selecting the drop down and selecting either all or draft options not the other ones. 

leave me alone
Level 1

Invoice not showing on invoice screen

I am having this issue too. Logging in from an incognito window did not resolve it. 

Rea_M
QuickBooks Team

Invoice not showing on invoice screen

Hello there, @leave me alone.

 

I appreciate you for performing the troubleshooting steps to view your invoices on the Invoices screen. 

 

The security of your account is our top priority here in the Community. Since you're still unable to show your invoices after logging in to your account from an incognito window, I'd recommend contacting our QuickBooks Self-Employed Support team. They're able to confirm why you're not seeing your invoices in the Invoices menu.

 

If you wish to know what to expect when you send an invoice, you can check out this article: What happens when you send an invoice?. It also contains information which region is the Online Payments application available.

 

Please let me know if you have other concerns. I'm just around to help.

Aaron_Hart
Level 1

Invoice not showing on invoice screen

I've been having the exact same issue. They all show up on my iPhone app just fine, but in the browser they do not.... some do, but not all of them, even when it is set to show all. I have tried literally everything. Clearing cache, logging off, restarting, different browser, different computer... everything. The only way I can see the invoice is if I manually type in the number. 

JessT
QuickBooks Team

Invoice not showing on invoice screen

Thanks for doing the browser troubleshooting steps, Aaron.

 

At this point, we will need help from Support to assess this further. They can use a screen-sharing tool to gather more data and find the cause of the issue. Please contact them using the steps in this article: Contact QuickBooks Self-Employed Support.

 

On the other hand, you can find more references for QuickBooks Self-Employed here.

 

If you have other queries, you can always go back to this thread.

Debbie Boylan-White
Level 1

Invoice not showing on invoice screen

im have the issue the other way round, created on the app but doesnt show yet it does show online, i have tried to resolve it through the online chat service but after 4 useless chats and no answers I am at a loss!

Ashleigh1
QuickBooks Team

Invoice not showing on invoice screen

Hello Debbie Boylan-White, thanks for posting on this thread, could you try fully uninstalling the app and reinstalling it again on your device and trying again please. Does the same thing happen still or odes it now show you the invoices? 

Debbie Boylan-White
Level 1

Invoice not showing on invoice screen

Hi thank you for responding, I have uninstalled the app twice and reinstalled and unfortunately it still doesn’t show my latest invoices on the app

JamaicaA
QuickBooks Team

Invoice not showing on invoice screen

I appreciate you getting back to us and letting us know what you have done to resolve the issue, @Debbie Boylan-White. Let’s work together to figure out what’s happening with your mobile app.

 

Since the issue persists after uninstalling and reinstalling the app, I recommend clearing its data to refresh and function efficiently. This can be done through the app or on your phone settings. I’ll show you how:

 

For Android device:

 

  1. Go to the menu at the top right, then select the Settings tab. 
  2. Choose the Refresh Data.
  3. Hit Yes

 

For iOs: 

 

  1. Go to the menu at the top right.
  2. Select Help Feedback
  3. Choose Refresh Data.
  4. Click Refresh.

iOs phone Settings:

 

  1. Go to Settings.
  2. Click General and choose iPhone Storage
  3. Select an app that's taking up a lot of space. To free up the storage without deleting the documents and data for the app, tap Offload App.

 

Let’s also make sure your device is updated and compatible with the app. For more details, go through this article: Mobile Troubleshooting Quick-Start Guide

 

If the steps above don't make any difference, you’ll want to continue signing in your account on the web. Please know that any task you do or information you add to the app shows up on the web.

 

Moreover, feel free to contact our Support Team. They have the tools to pull up your account to investigate the root cause of the issue. Ensure to review their support hours to know when agents are available.

 

You’ll want to read about the overview of the mobile app to help you organise and track your business transactions. 

 

To learn more about accepting mobile invoices, see this reference: How to accept mobile invoices: A guide for small businesses.

 

Know that you're always welcome to drop by the Community if you need further assistance with managing invoices on the app. I’m always here for you. Keep safe.

Debbie Boylan-White
Level 1

Invoice not showing on invoice screen

Unfortunately this hasn’t worked 

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