Custom Form Invoices not printing

Hello S Hartland,

Welcome to the Community - thank you for your question!

We may need to view a screenshot of this to understand the issue fully. Do you have access to Facebook or Twitter so you can private message us with this screenshot and your email address?

Thanks,

Talia

Attached is a file with what we are getting now

And attached is what we used to get, nothing has changed on set up

Hello,

Can I confirm which template you are using?

Thanks,

Talia

In QB I am selecting Invoice headed as I wish to produce example 2 (Invoice previously, as I always have) but when I select Invoice headed QB is producing example 1 (Invoice now)  

There might be some changes happened in your account, S Hartland.

That can be the reason why your invoice template shows different than the one you used before. To check the changes, go to the Gear icon, then choose Audit Log.

Though, you'll have the option to change the current template.

Here's how:

1. Click the Gear icon, then choose Custom Form Styles.
2. Select the Edit drop-down of the template that you'll want to use.
3. Click Make default.

Moving forward, you will be using the default template when creating an invoice.

You'll want to check this article to know more about how to customize invoices, estimates, and sales receipts.

Let me know how it goes on your end. Take care always!

Hi

Unfortunately my Audit log only goes back to the 1st March and this started happening on the 26th Feb.

We already have the custom form style default selected on our custom form style, we have a list when we go to a customers invoice for printing of emailing, the standard form styles and our custom ones, but from my original question, when ever we select one of our custom form styles or the default custom form style for invoices (in estimates we have 4 custom form styles and they all work perfectly) it selects the style as show in the attachment earlier, ahhhh

Hello S Hartland,

I appreciate you for getting back to us here in the Community. Allow me to step in and provide additional information about the issue going on in your end.

I've checked here, and we've received reports from other users concerning the invoice custom form styles. Our product engineers are already working to fix the issue as quickly as possible.

If this happens when you go to Print Preview, please continue to email the invoice to your customers. Once sent, they will be able to see the correct form style via Email.

I also recommend reaching out to our Support Specialist. I want to make sure you'll be on the list of affected users for you to receive updates about the fix.

You can provide the investigation number INV-27893 directly to support.

Please let me know if you have any further concerns about invoicing customers. I'm always here to help.

Hi Thank you for letting me know that there is an on going issue, could you let me know the correct way to contact your Support Specialist please.

Hello S Hartland,

You can contact our support line through: 0808 234 5337

Thanks,

Talia

Oh and I've just checked, as I emailed an invoice to a customer yesterday, selecting our Custom form style and it has come out the same as our print version, not picking up the custom form style, I've attached what is being emailed out currently, and I'll also post the version it should be

And this is how our emails should look when selecting our custom form style

Hi

Thank you for the updates, as previously advised we recommend that you contact our support team for further assistance and so that they can add you to the correct product investigation.

Thanks, and as I said, what is the correct number to contact you support team please

Hello,

The correct number is as shown above: 0808 234 5337

Thanks,

Talia

Hi thanks, must have missed that post when I was posting about the email invoices, thanks

Please let us know if there is anything further we can help with or if you still need help after contacting support.

Hi

Well I did as you asked and contacted support and gave them the Investigation no. you generated and they said all they could do was generate a Ticket No. so going nowhere really, here is a copy of the email following my call

 

 

[email address removed]	14:06 (1 hour ago)
to me

 

 

 

 

 

Hi Steve,

I was about to get back to you regarding the ticket number. So this is your ticket number regarding your invoice issue. If you need further assistance just give us a call back again.

Kind Regards,

Keith I Intuit Quickbooks Global Customer Care Specialist

Intuit Global
Support: https://help.quickbooks.intuit.com/global

Need help this EOFY visit our EOFY Resource Centre - https://intuit.me/2018EOFY?

ref:_00Di0Xs0j._5002A1XUeuk:ref

Hi

So I've logged on this morning after having to reload the QB On-Line Desktop, as it had disappeared for some reason, ever hopeful, but no, still the same problem, any update please.

Hello

This issue was escalated to our engineers and having checked your case and the investigation it is still currently being worked on this was impacted when there were changes made within the standard forms which appear to have had the knock on affect on the custom forms. We do have your company and email address attached to the investigation and we will email you as soon as this has been resolved

Kind regards

Emma

Hello Community users, we just wanted to update this thread. The issue with the forms not printing in the same way as the form selected was investigated by our product engineers. They found this was due to progress invoicing being introduced and the form not being in the airy style.  The investigation was closed because the custom form is working as designed with the progress invoicing changes. Any questions please just reply here. Thanks