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sarah91
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

 
12 REPLIES 12
BettyJaneB
QuickBooks Team

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hello there, @sarah91.

 

I have some insights to share regarding some factors that can change the sequence of your invoice number in QuickBooks Online.

 

Let's start with having the Custom transaction numbers feature enabled. This option will let you enter any number or letter format on the invoice. I recommend checking if this option is not turned on, for it can be the reason for the arbitrary numbers on invoices.

 

To do that:

  1. Click on the Gear icon.
  2. Select on Account and Settings.
  3. Select Sales, then press on anywhere within the Sales form content section.
  4. Make sure that the box next to Custom transaction numbers is not checked. 
  5. Hit on Save and then Done.

If this has been enabled, you can visit the Audit Log of your QuickBooks to verify if you made the changes into your account. Here's a link that you can refer to on how to utilize this feature in QBO: Use the audit log in QuickBooks Online.

 

Moreover, if you happen to confirm that there are no modifications made into your account, I suggest accessing QBO on a private window. The collected cache on your browser may lead to odd problems in the system like that one that you experienced. 

 

If invoice numbers are now in sequence, you'll need to go back to your regular browser and clear its cache. This way, you can open QuickBooks in a clean slate and prevent this hurdle from occurring.

 

Lastly, I'm adding here some links about customizing numbers on the sales forms in QBO for reference: 

If there's anything else that I can help you with, I'm just a reply away. Thanks for coming, and stay safe, Sarah.

sarah91
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi BettyJaneB,

 

I can confirm the custom transaction numbers are switched on.  I have tried doing this in incognito mode too, to ensure the cache is not causing the issue.  I have also tried this on a number of different devices.  The problem exists on all devices, and whether I have cleared the cache or not.

 

When I signed up for QBs in 2014, the first invoice was numbered 10003.  The next one should be 10429, however when I click new invoice it keeps trying to number it 2508.

 

This has been happening since last month, and I did report it, but to no response from QB's yet, hence I have decided to use the forum.  I have checked the audit log, and I can't see anything in there that relates to a change.

 

I have a number of recurring transactions which auto-generate invoices each month, and I am currently having to go in and manually amend these, which is no good at all.

 

Please urgently advise.

EmmaM
QuickBooks Team

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

sarah91

 

Hello 

 

When you change the invoice number in the box to  10429 and then save the invoice. Does the next invoice you create then go to 2508 instead of carrying on the other sequence?

Are there other invoices that go from the 2500 sequence?

 

Thanks

 

sarah91
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi EmmaM,

 

Yes, that is exactly it.  It keeps reverting back to this 250# sequence.

 

There are no other invoices that use the 2500 sequence, and I didn't change anything (as shown in audit log). I just logged in last month and all recurring transactions were using this new 2500 sequence.

 

Thanks,

Rose-A
Moderator

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Good day, sarah91.

 

If the problem persists, I'd suggest reaching out to our QuickBooks Online Support to have this investigated. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

 

I'm leaving you some articles to help change your invoice numbers as well as resetting them in QuickBooks:

 

Additionally, you can always check out our Community Help Articles if there are app features that you want to learn more.

 

Let me know if you have any additional questions. I'll be available for help any time. Have a wonderful day!

sarah91
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi RoseMarjorieA ,

 

I had reached out to support already.  The agent I spoke to was rude and unhelpful. He told me a ticket had been logged but that he could not give me a reference number.  I was not sent a confirmation email or anything.  He basically told me I had to just deal with it - not exactly customer service.

 

I have tried both those steps you have listed below to reset the numbers, and this has not fixed it either.

 

Could someone please specifically look at my tenant, and figure out what is going wrong?  No-one with access, has knowingly changed anything, and it feels like it just changed overnight.

 

Please urgently advise.

EmmaM
QuickBooks Team

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi Sarah91

 

We can look at the conversation you had with the agent, we expect all our customer service agents to be polite and helpful.

Looking at the account and the case we can see the agent advised at some point there had been an indirect edit which caused this.

I do take on board that you have advised nothing has been changed.

It seems like it is related to the recurring templates. Have you tried deleting/recreating the templates? Do they still run from the 2500 sequence?

 

If you have tried this we would need screenshots of what is happening(from the invoice example/the recurring templates/that you have custom numbers on in the settings) in order to escalate this to our tier 2 team as we have not been able to replicate this in testing

 

Thanks

 

sarah91
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi EmmaM,

 

It's not just affecting the recurring templates, its all invoices.  So if I manually create one, this is also picking up the 2500 sequence.

 

Please let me know specifically what you want screenshots of, so it can be escalated.  It's a pain, and I am currently wasting valuable time (especially given the current world's situation) having to manually re-key the invoice numbers.  Please also inform me where to send said screenshots, as I don't want to make them  available to the public.

 

 

EmmaM
QuickBooks Team

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hi Sarah91

 

As this is a public forum the alternative option would be to private message Quickbooks UK on Twitter or Facebook with the screenshots

 

If you can post one from the sales>all sales page(filter it to invoices only)so we can see the no sequence is out of sync as mentioned one showing the custom numbers are turned on in the settings, one showing an invoice with the next number pulling through in the sequence as well

 

 

emmam6
Moderator

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

Hello Community Users, We just wanted to add an update to this thread.  The custom invoice numbers moving out of sequence usually relates to a change been made by a user so the first thing to check is the audit log. It should if you reset the sequence by editing the number and saving the invoice with the new number start back on the sequence you wish. It is worth trying in a different browser or private browsing window as well. If it does not reset the sequence then please reply here as it is something our senior team would need to look at on a individual company basis.

 

If you're experiencing an issue with the invoice numbering please feel free to add a comment to this thread we'd be happy to help.

F33
Level 1

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

I'm having this issue as well. Our invoicing numbering sequence was custom, but it has been sequentially creating invoices for us for the past year. Last week, the numbering system was reset, but we're not sure why. We currently follow a sequence of "INV-22XX", but the system keeps creating invoice numbers of "INV-1XX"

 

Around the same time, we integrated Quickbooks online into our Zoho CRM, but we've been in touch with the author of the integration and they have assured us that their software was not the culprit due to the inherent limitations of the quickbooks API. I've even completely removed the Integration and retested my steps below and the issue is not resolved.

 

I've tried following the instructions in this thread and this link to manually fix my numbering sequence then toggle the "Custom transaction numbers" back to off. This did not fix my numbering sequence. 

MichelleBh
Moderator

My custom invoice numbers used to be sequential. They are not anymore, and keep reverting back to an arbitrary number.

I appreciate all your efforts in dealing with this situation, @F33. No worries, I'm here to help you.

 

I have a workaround to ensure your invoice number will be in sequential order. This way, the numbering system will continue in QuickBooks.

 

We'll need to delete your invoice numbers sequence of INV-1XX. Then re-create it. Let me show you how:

 

  1. Go to the Sales tab and select Customers
  2. Choose the customer's name and double-click INV-1XX.
  3. Click More and pick Delete
  4. Create a new invoice and make sure the number is 22XX. 

 

When you create another invoice in the future, the invoice number should be 2202. For reference, see the screenshot below:

 

Moreover, check out these articles below to learn how to record invoice payments and add bank details to the invoice forms:

 

 

I hope this response makes you happy. Please let me know if you have further questions about managing invoices in your account. I'm always available to assist you. Keep safe.

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