IOS app bug. Quickbooks creates an additional invoice in error

Anonymous · ‎September 11, 2019

I have spoken about this issue with Quickbooks support today.

Support said no-one else has reported this issue, so I thought I'd check here (as the bug happens on each of the 4 Quickbooks accounts we run).

1. User creates new invoice on their iPhone using the IOS app.

2. Quickbooks creates not one, but two invoices (with sequential numbers, eg 7010, 7011).

3. The second invoice (which shouldn't exist) is always set to No Vat. The total of the second invoice always matches the first invoice. eg First invoice is for £75 + Vat = £90. Second invoice is for £90 but with No Vat.

4. The second invoice always has the same line item added, which is 'Services' (an item we never use). The line item description always says "Opening Balance' (a phrase we never use). See attached image showing how it appears on the invoice.

5. The manual fix is to spot the fact that an extra invoice has been created (I find them by running a 'No Vat Transaction Report, where Account is set to 'Services) and then delete the invoice.

6. We do not (and have never) used recurring transactions.

7. I forget exactly when I first spotted the issue, but it's definitely been happening (about once a month per account) since June 2019 (and may have been a month or two earlier).

8. It has happened on all 4 of our Quickbooks accounts (with 9 users), so it's not just one account or user. Across all 4 accounts, it has probably happened 12 times in the last 3 months.

Quickbooks Telephone Support explained "the user is creating two invoices'. I explained they were only creating one, and Quickbooks was creating the other by itself. I pointed out that every time this happens, the second invoice includes the line item 'Services' (which we never user) with an identical description of 'Opening Balance' (which we would never enter).

I asked for, and was given, a case ID, but I'm not convinced this has been recorded as a bug to investigate.

Has anyone else come across this issue?

I'd be surprised if I'm the only one, since it's happening on all 4 of our Quickbooks accounts. Having said that, none of our users are aware it's been happening and that I've been fixing it behind the scenes, so perhaps I'm just the first to notice it.

EdwardR · ‎September 11, 2019

Hi James,

Thanks for contacting us on Community, I will take a look into the case which has been opened today to see what may be occurring.

Anonymous · ‎September 25, 2019

Hi Edward

Just to update this thread. I have managed to nail down a sequence which triggers the IOS / iPhone App to create a duplicate invoice in error.

My original case was closed by support (put down to user error), but I opened a new case yesterday and have sent a video to support today showing the bug, so hopefully a fix will arrive in due course.

Thanks

James

P.S.

This bug has definitely existed since June/July 2019, so heads up to all iPhone users that they may have duplicate invoices they are unaware of, which are incorrectly inflating their sales. 100% of our transactions take place on iPhone's, so it's possible we're unusual in that respect.

In case anyone is curious, this is the sequence that breaks the IOS app.

Using IOS 13, Quickbooks iPhone app version 19.9.3

Go into the Customer screen
Either select an existing customer, or enter new customer
Once you are looking at the individual customer record, click the ‘+’ button and select ‘invoice’ (to create new invoice)
Enter the invoice details as normal and click save (top right of screen)
It takes you to an invoice screen, showing the invoice number etc, with a green banner with the option to ‘send invoice’.
Click the back button (top left), to take you back to the “customer activity” screen, where the invoice duly shows.
Tap the invoice, click ‘preview’ to preview a copy of the invoice.
Click ‘back button’ to exit the preview, and the back button again, to go back to the “customer activity” screen.
Click ‘details’ - to switch between the ‘customer activity/customer details screen’
Click the edit / pencil button (to change some customer details).
Change something (eg on this occasion I added a phone number).
Click ‘Save’ button (top right).
Select Invoice again.
Click preview
Click Back (to backout to invoice screen)
Click back arrow (to backout to customer activity screen)
Click ‘details’ - to switch between the ‘customer activity/customer details screen’
Click the edit / pencil button (to change some customer details).
Change something (eg on this occasion, I deleted a phone number).
Click ‘Save’ (it takes you back to the customer details screen). Note that the ‘open balance’ has increased in value.
Click ‘activity’ (to switch between the ‘customer details screen/ customer activity/’
On the activity screen, you now see an extra invoice. If you look at the details of the invoice, you will note it has a line item ‘services’, with a description of “Opening Balance’. It’s not obvious, but the total is now a total excluding vat (this new invoice has been created as a ‘no vat’ invoice).

EmmaM · ‎September 25, 2019

Hello James

Thanks for the update on this issue. We can see the case you raised has been escalated to the tier 2 support.You should get an email update from the case soon.

If any other users are experiencing this issue please reply to this post

Thank you

Emma

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IOS app bug. Quickbooks creates an additional invoice in error