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Level 1

My customers are unable to open their electronic invoices


I was finally able to get electronic invoicing up and running.  I just sent a test invoice to myself to make sure I could open up the invoice and ensure my customers could pay electronically with either a credit card or ACH.  Unfortunately the invoice does not open when I click on the "View & Pay Invoice" link.  Instead I get the screen shot in the attachment I have included.  When I follow the directions detailed on the screen shot, I get the same screen again.  No invoice.  What's going on here?  Any help would be appreciated.

QuickBooks Team

Re: My customers are unable to open their electronic invoices

Hi there, CASMerchant.


Good to see you here in the Community. I can provide some clarification regarding this matter.


We've received reports similar to this issue. Rest assured, our engineers are aware of this and are currently applying the necessary precautions to ensure this doesn't happen again in the future.


In the meantime, I'd recommend deleting and recreating the invoice, then send it to yourself again. Based on the reports we received, this workaround has been proven to work by our engineers so it'd be a good idea to try it.


Please let me know if you need further assistance with this. I've got your back and am always happy to help. Thanks for reaching out, wishing you and your business all the best.

Level 1

Re: My customers are unable to open their electronic invoices

So if I can understand this right, I'm supposed to go in and delete all the invoices with this problem and recreate them?  And the only way I can find out if an invoice has a problem is if the customer comes back to me and let's me know about it?  This solution makes me, the business owner, look foolish.  It's also taking up a lot of my time.  

QuickBooks Team

Re: My customers are unable to open their electronic invoices

Hello there, CASMerchant.


I want to make sure this issue with electronic invoices gets taken care of.


Recreating and resending the invoice to your customer is what we recommend as of the moment. While our engineers are continuously working on getting this resolved, I recommend you get in touch with out Care Support Team. This way, your company information will be added to the list of affected users and you'll receive an email notification once it is resolved.


Here's how you can reach them:

  1. Sign in to your QuickBooks Online company.
  2. Click the Help icon in the upper right of the screen.
  3. Select Contact US on the pop-up. 
  4. Enter what you're needing assistance with in the How can we help? field and choose Continue
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

You can provide this investigation number INV-29284 as a reference for your call. 


I appreciate your patience. Don't hesitate to get back to me if  you have any other questions about e-invoicing.



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