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!

I am having the same problem. It does not matter which computer I use to view my QBO. Invoices sent in June and July and only marked as SENT. I have no idea if my customers are actually viewing the invoices, or even getting them.

Same issue using browser on ipad, main PC, and laptop

Thank you for taking the time and effort to check if your customers have seen the emailed invoices, dee n. Let's connect you to the appropriate support that can address your concern on time. 

We need to review your Sales preferences to determine why the status of sent invoices is not displayed in the Invoice activity section, specifically the Viewed option. The process involves accessing your company and collecting personal information.

For security reasons, I recommend contacting our QuickBooks Online (QBO) Care Team for further investigation. They have the tools to check what's causing the unusual behavior and help you apply the permanent solution once it is ready.

To get the contact details:

1. Navigate to the Help menu in the upper right of your company and click the Contact Us link. 
2. Type a brief description of your concern in the What can we help you with field and tap the Continue button to proceed.
3. From the support options, choose Chat to initiate a conversation or Callback to speak with an agent.
   
   

Refer to this guide to learn the best time to get in touch with our support team: Contact QuickBooks Online.

Furthermore, browse these resources for guidance on how to handle invoice delivery issues and track emailed transactions in the mobile app:

• Track the status of invoices in the QuickBooks Online mobile app
• 3 solutions for when customers aren't receiving your emails
• Fix the Delivery Server Down error in QuickBooks Online

In case you'll have to process refunds, record payments, and handle an overpayment, open each link below for detailed instructions:

• Record invoice payments
• Handle a customer credit or overpayment   
• Record a customer refund
  
  

Let me know in the comment section below if you have other sales-related concerns or additional questions about invoices. The Community is always ready to provide the assistance you need.

Chiming in here.  I'm having the exact same issue suddenly this month.  I've not seen this happen before.  Was their a recent change to Quickbooks online?  I've tried the above suggested with no affect:  different browsers, clearing cache, with no result.

Hi John, thanks for joining this thread. We're not aware of any issues with the invoice delivery status in QuickBooks Online at the moment. 

Do you have the online invoice option selected (Settings > Sales > Online delivery > Additional email options for invoices, and is the customer selecting the Review and pay button on the email? 

Yes, the online invoice option is turned on and has been turned on since the latest QB online update.  Haven't had an issue with it until late August.  Same problem being reported at the top of thread.  I can see the invoice has been sent.  Some clients are receiving and opening the emails, but QBO is not showing the updated activity.

Thank you for the additional context about the invoice settings, Janitor John. I appreciate you taking the time to provide those details.

You also mentioned that you already tried clearing the cache as well as using other browsers.

At this point, it would be best to connect with our support team so they can take a direct look at your invoices. Speaking with them will allow for a more thorough review of what may be preventing the status updates.

Please feel free to reach out via our online chat or give them a call. They're equipped with additional tools to dig deeper and resolve the issue. Here's how to reach out to them:

1. Click the Help menu in the upper-right-hand corner of QBO.
2. Proceed to the Assistant tab.
3. Type in "contact support" in the chat box and press Enter.
4. Select QuickBooks Online Support, then click Contact Us at the bottom of the screen.
5. Click Ask about something else, then enter a short description of your concern.
6. Choose between Have us call you or Chat.

Here are a couple more help articles in case you might need them when invoicing your customers in QBO:

• Send Invoice Reminders Automatically Or Manually In QuickBooks Online
• Fix A Payment Applied To The Wrong Invoice In QuickBooks Online

Please don't hesitate to reach out if you have any other questions. We're here to assist you with all aspects of invoicing, receiving payments, and managing your sales processes in QuickBooks Online.