Invoices are not showing when a customer has viewed the invoice even when they have. How do I fix this?

Welcome to the Community space. Allow me to provide steps to help you view invoices that your customer has viewed in QuickBooks Online (QBO).

We can view your customer's invoices by going directly to their transaction list to check all the invoices that have been sent to them. Here's how:

1. Login to your QBO account.
2. Go to the Customers & Leads, and select Customers.
3. Click the specific customer.
4. In the Transaction List section, select Invoices from the Type dropdown.
5. Select the Status of the invoice from the dropdown.
6. The invoices will then show up.

However, if you're referring to the invoice status in QBO, you can view the specific invoice and check its activity. The invoice activity will update in QBO once your customer views it. To proceed, you can follow the steps below:

1. Log in to your QBO account.
2. Go to the Sales tab, then select Invoices.
3. Select the specific invoice.
4. Choose the Status of the invoice from the dropdown.
5. Select the specific invoice to check the Invoice Activity.

If the issue persists, let's open a private window to see if it's a browser issue since it won't save historical data. These are the keyboard shortcuts:

• Mozilla Firefox: CTRL + Shift + P
• Microsoft Edge: CTRL + Shift + N
• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N

If you can see the invoices for your customers, then it's safe to say that it's being caused by your browser. We can clear your regular browser's cache to refresh.

Furthermore, you may check out this article to learn how to record invoice payments if your customer plans to pay you in the future: Receive invoice payments in QuickBooks Online.

Feel free to comment below on this thread if you require further assistance with your invoices or any QuickBooks-related queries. I'll be more than happy to assist. Take care.

I think you misunderstood.  I can see the invoices.  The problem is it is just showing as sent and not viewed after a customer has looked at the invoice

I appreciate your quick reply, Info2016. Allow me to join and clarify some information about the status of the invoice you sent to your customers.

Please know that my colleague, StevenJ has updated his answer on how to view the invoice status. You can check his reply for more details. 

However, if you're still unable to view the invoice status, I recommend contacting our care support team to help investigate this issue. Here's how to contact them:

1. Log in to your QuickBooks Online account.
2. Click Help (?).
3. Type in "Talk to a human," then press Enter.
4. Select Contact Support Team.
5. Type again Talk to a human and click Contact Support Team.
6. Choose a way to connect with us.

I'm leaving you this article if you want to personalize the appearance and layout of your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Tag me in the comment section if you have clarification and further queries about invoices and any other QuickBooks-related matters. I'm always around to help.

I can view the status.  The problem is it just says sent and is not changing to viewed when the customer views it

I am using the app so how do I clear that cache

Let me chime into this thread, info2016. I'm here to help you clear the cache on your phone for the QuickBooks App.

Clear cache means getting your app clean. This will help you see if your customer has viewed their invoice. Allow me to provide the steps on how to do it.

For Android users, here's how:

1. On your phone, go to Settings.
2. Select the QuickBooks Online application.
3. Click the Refresh Data, and then choose Yes.

For iOS users, these are the steps:

1. On your phone, go to Settings.
2. Click on General, and then choose iPhone Storage.
3. To free up the storage without deleting the documents and data for the app, select Offload App.

You can also consider uninstalling and then reinstalling the mobile app. Ensure it's running the latest update to prevent changes from your experience when using it.

Keep in touch if you have other questions regarding your invoices. I'll be around to assist further. Have a great rest of the day!