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JD01234
Level 3
posted
‎September 20, 2021 02:14 PM
last updated ‎September 20, 2021 6:14 AM

Can anyone help with customer emails not showing when an invoice is selected from Sales in preparation to send?

I add a customer with all their details and raise an invoice. The invoice is not immediately sent. When ready to send the invoice I select the relevant one from Sales and check through the details in preparation for sending. When the send and send (green) button at the bottom of the page is pressed it will not send the invoice because the email box is empty. I go into the customer's account and the email is showing. I have tried in an incognito window I have cleared cookies/cache I have tried a different browser Nothing seems to work - this has been ongoing for about 4 months. Many thanks
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3 REPLIES 3
EmmaM
QuickBooks Team
QuickBooks Team
‎September 20, 2021 02:54 PM

Can anyone help with customer emails not showing when an invoice is selected from Sales in preparation to send?

Hello JDO1234, Does this only happen with this one customer on this one invoice? Could we ask you to delete that invoice and create a new one does the email address then appear?

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JD01234
Level 3
‎September 22, 2021 08:02 AM

Can anyone help with customer emails not showing when an invoice is selected from Sales in preparation to send?

Hi,  This is happening with all customers.  I have tried deleting and raising a new invoice,but its the same problem.

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Jovychris_A
Moderator
Moderator
‎September 22, 2021 09:41 AM

Can anyone help with customer emails not showing when an invoice is selected from Sales in preparation to send?

Thanks for coming back and sharing follow up details, @JD01234.

 

I appreciate that you've already troubleshot the browser to see if it's browser-related. In this case, I encourage contacting our Care Support team so we can investigate this further. They got tools to pull up your account in a secure private session.

 

Here's how to reach them:

  1. Sign in to your QBO account.
  2. Go to the Help menu.
  3. In the Search tab, select Contact Us.
  4. Enter the topic you need help with, and then hit Continue.
  5. Select Chat with us.

 

Support is open M-F, 8:00 AM to 10:00 PM and S-S, 8:00 AM to 6:00 PM.

 

Also, I've added an article if you need a reference on personalising your invoices and other sales forms: Customise invoices, estimates, and sales receipts.

 

If you need additional help with sending your invoices, let me know by adding a comment below. I'm more than happy to help. Keep safe!

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