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bates2001
Level 2

Attachments to invoices not going to Customer

We have billable expenses and we have raised an invoice to the client and the attachments show in the invoice. However when we preview the invoice there are no attachments. We tried sending the invoice using the link and only the invoice is attached. We need the customer to receive the receipts for the expenses so they will be approved. 

 

We have also ticked 'Attach to email' boxes in the attachment area. The attachments all work correctly in QBO, we just need to get them to the client. 

 

Any thoughts?

Solved
Best answer December 04, 2019

Best Answers
GarlynGay
Moderator

Attachments to invoices not going to Customer

Any documents attached are sent together with the invoice to the customer's email address, bates2001. 

 

We can check the file size of this document to see if it didn't reach the max limit of 25MB. If it has a large size, that is the reason why the system wasn't able to attach it to the invoice. Let's edit the file to reduce the size. 

 

Then, let's attach the document again. For your customer to view it, we'll have to click on the Add button to link it to the invoice. I've attached some screenshots for a guide. 

 

When creating an invoice, click on the Show existing link. From the right side, click on the Add link for the document. 

 

Then, don't forget to check the boxes of the attachments. 

 

Once the invoice is sent, this is how it will look like when on the customer's email:

 

If the document still doesn't show up, let's have this reported to our Phone Support Team. Then, they will be the ones to create a case for you so our engineers can take a closer look at your account to find a fix.

  1. Click on the Help icon.
  2. Select Contact us.
  3. Enter invoice attachment in the field and click on Let's talk.
  4. Choose a way to contact us either requesting a callback or sending messages.

Of course, we are here to help you in any way we can. 

View solution in original post

22 Comments
MaryAnn_E
QuickBooks Team

Attachments to invoices not going to Customer

Good day, @bates2001.

 

Attachments will display as a file when you visit the invoice created and not a preview. Let me give you the steps to view the uploaded attachments under the All list page.


Here’s how to view the attachments:

 

  1. Go to the Gear icon⚙️.
  2. Select All Lists.
  3. Choose Attachments.
  4. On the Attachments page, you can find the details of your uploaded file and the transaction created.

Also adding this article for a further overview of uploading documents in QuickBooks: Attachments in QuickBooks Online.

 

Please know that the Community has your back if there's anything else you need. Have a great day!

 

bates2001
Level 2

Attachments to invoices not going to Customer

Thanks for the response, but I am trying to find out what my client will see. I can see everything correctly in QBO, but I am not sure that a copy of the attachments are going with the invoice. I won't receive payment without the supporting documents and I don't want to add them manually.

GarlynGay
Moderator

Attachments to invoices not going to Customer

Any documents attached are sent together with the invoice to the customer's email address, bates2001. 

 

We can check the file size of this document to see if it didn't reach the max limit of 25MB. If it has a large size, that is the reason why the system wasn't able to attach it to the invoice. Let's edit the file to reduce the size. 

 

Then, let's attach the document again. For your customer to view it, we'll have to click on the Add button to link it to the invoice. I've attached some screenshots for a guide. 

 

When creating an invoice, click on the Show existing link. From the right side, click on the Add link for the document. 

 

Then, don't forget to check the boxes of the attachments. 

 

Once the invoice is sent, this is how it will look like when on the customer's email:

 

If the document still doesn't show up, let's have this reported to our Phone Support Team. Then, they will be the ones to create a case for you so our engineers can take a closer look at your account to find a fix.

  1. Click on the Help icon.
  2. Select Contact us.
  3. Enter invoice attachment in the field and click on Let's talk.
  4. Choose a way to contact us either requesting a callback or sending messages.

Of course, we are here to help you in any way we can. 

View solution in original post

bates2001
Level 2

Attachments to invoices not going to Customer

Will check the file size and see if its too big and if I can reduce. We have done all the steps you have shown for the attachments so at least I know I am on the right track.

 

Thanks for your help. I will contact the support team if I have further problems.


Thanks again

bates2001
Level 2

Attachments to invoices not going to Customer

It turns out my problem is that I want to send it from my business address by copying the link and not saving and sending from the QBO email. If I save and send to the client then the attachments are in the email. Currently this is the only way attachments can be sent with an invoice. (I had a call and we tried this and it worked-everything else didn't work)

 

walshc001
Level 1

Attachments to invoices not going to Customer

Is the limit per attachment, or is it an overall limit (total of all attachments)?

I have a customer who would have circa 100 supporting invoices that need to be attached to their bill.  I can, of course, keep the size of each of these attachments well beneath the limit -- but am concerned that there's an overall/aggregate size limit.  Please advise.

 

Thanks!

Charies_M
Moderator

Attachments to invoices not going to Customer

Thanks for checking this with us, walshc001.

 

I can provide clarification to your concern about the maximum limit for attachments in QuickBooks Online (QBO).

 

The 25MB maximum limit is applicable per attachment and not the total limit of the all the attachments in the transaction.

 

Learn more about how attachments works in QBO through this article: Attachments in QuickBooks Online.

 

The Community is always open whenever you need help with QuickBooks. Stay safe and have a nice day a head!

nicole35-
Level 1

Attachments to invoices not going to Customer

This may be somewhat off topic- but we have been attaching documents to invoices we send to our customer for quite sometime.  However recently, we are receiving some sort of security message from Quickbooks stating that we cannot attach the documents.  Any ideas on this?

katherinejoyceO
QuickBooks Team

Attachments to invoices not going to Customer

Thanks for joining in this conversation, @nicole35-. I'm here to help ensure that you're able to attach your documents to your customer's invoices. 

 

The security message you received when attaching documents will usually prompt when the file type you're trying to attach is other than the following supported file types: PDFJPEGPNGDOCXLSXCSVTIFFGIFXML

 

To resolve this issue, I'd recommend you verify the file types before uploading. If it's different from the file types listed above, I'd recommend you change it. Here's how: 

 

  1. Open the folder where you saved your file. 
  2. Click the document, then click the Save as type: drop-down list. 
  3. Select any of the supported file types listed above, then click Save

 

Once done, re-attach your document to the invoice. 

 

If the file is already saved as one of the listed supported file types, try removing the extra space between the file and the extension. The file name should look like this "filename.pdf", then add the attachment once more.

 

If the issue persists, I'd recommend contacting the Customer Care team. They can help you check to identify the cause of the issue and help you fix it. 

 

They can also submit a request to investigate the issue whenever necessary. 

 

For future reference, I'm also adding an article that can help you get paid faster with QuickBooks invoicing. It also helps you learn about how to let your customer pay their invoice securely, and easily track their payments.

 

Feel free to get back here should you have additional concerns. We're always delighted to help. 

 

turboshamm
Level 1

Attachments to invoices not going to Customer

I have been trying to add attachments to an invoice as well, but I do not see the option. I have Quickbooks self-employed. Is this not a feature for this software? If not, which software do I need to purchase?

Rejeil_O
QuickBooks Team

Attachments to invoices not going to Customer

Hello there, @turboshamm.

 

Let me share some information about adding an attachment to your invoice.

 

You're not able to add an attachment to your invoice since this feature is not available in QuickBooks Self-Employed.

 

However, you can use our QuickBooks Online since this product allows you to add attachments to your customer and vendors profile, as well as their transactions. It can also help your accountant manage your books at the end of the fiscal year.

 

You can follow these steps on how to add attachment to your invoice using QBO:

 

  1. Go to the +New icon.
  2. Select the Invoice tab.
  3. From the bottom left, click the Attachments.
  4. Browse and select the document you want to attach.
  5. Choose Open.
  6. Once done, hit the Save and Close button.

 

To learn more, read this article add attachments in QuickBooks Online.

 

I've also added an article to show you the differences between QuickBooks Self-Employed and QuickBooks Online: QuickBooks Online and Self-Employed comparison chart.

 

If you have additional questions, please don't hesitate to leave a message below. I'll be happier to help. Take care, and have a good day.

Maggie-MTL
Level 1

Attachments to invoices not going to Customer

I have the same question. Are there any limit of overall how many attachments that can be saved in QBO?  Please advise.

Joesem M
QuickBooks Team

Attachments to invoices not going to Customer

Thanks for joining this thread, @Maggie-MTL.

 

We don't have any limit in saving attachment, you can even add more than one attachment as long as it doesn't exceed to 20MB. All uploaded attachments are located in the Attachment section under Lists. This helps your records be more organized.

Capture.PNG Capture.PNG

Also, make sure that you're using the accepted characters and file types to avoid any errors: PDF, JPEG, PNG, DOC, XLSX, CSV, TIFF, GIF, and XML. To add attachments in the invoice, just follow the steps shared by Rejeil_O to do so.

 

In case your using QuickBooks Self-Employed, you can upgrade your subscription to QuickBooks Online to use the attachment feature. Check out the available plans to see which subscription level is right for you.

 

The following steps outlined below will guide you through upgrading from QuickBooks Self-Employed (QBSE) to QBO:

 

  1. In QuickBooks Self-Employed, go to the Reports menu.
  2. In the Tax details section, select a tax year.
  3. Click Download to get a Tax Details report.
  4. Download a report for each tax year you have in QuickBooks.

 

Once done, follow the next steps through the Switch from QuickBooks Self-Employed to QuickBooks Online link to move your data to QBO. And, cancel your QBSE when necessary.

 

You can also check this article for your future reference about moving data from QBSE to QBO: Move from QuickBooks Self-Employed to QuickBooks Online.

 

For more tips about handling your invoices and other sales transactions, you can check out the topics from our help articles. Here's the link: Topics about your company's income and customers.

 

I'll be around if you have other questions or concerns. Feel free to let me know in the comment section. I'd be happy to answer them.

dLearned
Level 3

Attachments to invoices not going to Customer

I am having this problem as well.

I click "download" once the invoice is saved.  I have tried dragging the file to the attachment boxes and using your instruction to "show existing" and selecting "Add".

They display in the attachment box, but the box where I am supposed to "check" is not an interactive one (when I click on it, nothing happens).

The customer confirms they are not receiving the attachments.

dLearned
Level 3

Attachments to invoices not going to Customer

 
Kristine Mae
QuickBooks Team

Attachments to invoices not going to Customer

I appreciate the screenshot, dLearned. It made me understand your concern more. 

 

I went ahead and replicated your issue. I was able to check the Attach to email box. You may be experiencing some browser hiccups. We'll perform the basic troubleshooting to fix this. Let me guide you.

 

We'll start with logging into your account through a private browser. It's the best place to identify web issues. These are the shortcut keys:

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

If you can add the attachment successfully using the private browsing session, go back to your regular browser and clear its cache to refresh the program.

 

Also, you can use a different browser to narrow down the issue.

 

Feel free to get back to this thread if you need more help. We're right here to help you out. Keep safe!

 

dLearned
Level 3

Attachments to invoices not going to Customer

I followed your instructions, and using both Chrome and Edge had the same result - not able to tick on the box, even if I tried adding additional attachments, they would pop into the attachment box, but the check box in front was not interactable.

Rose-A
Moderator

Attachments to invoices not going to Customer

I appreciate you getting back to us, dLearned. Allow me to take over and get you pointed in the right direction.

 

Thanks for letting us know you tried out the steps that my peer provided above. Since it didn't work, I'd recommend reaching out to our QuickBooks Online Support to have this investigated.

 

All account and transaction-related concerns need to be directed to our phone support for security purposes. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.

 

You can use our live messaging option from 6:00 AM to 6:00 PM on weekdays and from 6:00 AM until 3:00 PM on Saturdays. To ensure we address your concern on time, check out our support hours. Here's how to get in touch or chat with us:

 

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Chat with us.

 

Additionally, you can visit the following write-up: Sales and customers. This will provide you links on how to manage your company income as well as resources about other customer-related concerns.

 

Come back to the Community forum if there are other questions and clarifications you have in mind. I'll zip right back to help you out.

dLearned
Level 3

Attachments to invoices not going to Customer

Thank you.  After a long discussion and experimentation with support, we learned that QBO will not allow an attachment of the current invoice pdf (well it allows it, it just doesn't send it); you can attach other files, just not a copy of the current invoice (one of our customers requires a pdf of every invoice in addition to the email).  This is apparently currently under investigation.

 

I provide the update for the benefit of the community.

emaciat0r
Level 1

Attachments to invoices not going to Customer

Hello,

Is there a way to change a setting to by default include any attachment with an invoice? I would rather have my QBO set up to include the attachment by default without having to tick the box next to each attachment. 

Adrian_A
Moderator

Attachments to invoices not going to Customer

Hi emaciat0r!

 

As of now, the option to save a default attachment is unavailable in QuickBooks Online. Though, you can save a documents either on the transactions or on your customer's profile. Here's how:

 

  1. From the Sales tab, select Customers.
  2. Select the customer's name.
  3. Go to the Customer Details tab.
  4. Click the Attachments button.
  5. Select the file and then Open.

 

Through the transactions:

 

  1. Open a transaction.
  2. From the bottom left, select Attachments.
  3. Browse and select the document you want to attach.
  4. Select Open, then Save and close.

 

Also, if you want to let your customers pay their invoices online, you can take and process payments online. Here's a reference as your guide: Set up online invoices so customers can pay online.

 

I'm just a message away if I can be of any assistance. Keep safe!

dLearned
Level 3

Attachments to invoices not going to Customer

Thank you, however, I worked through this with customer support and this does not work if the attachment is of the current invoice.  It is a bug in the QBO system (apparently known to all but the users).  I can attach previous invoices no problem but when the attachment is the current invoice, the check box greys out and cannot be selected to attach.

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