Hello there, Torrey. Yes, once you click the View Invoice link in the email you sent to your client. Opening the PDF attachments does not trigger the Viewed status. The portal link click is what updates the status in QBO.
For your second question, if invoices are sent as PDFs outside of QuickBooks Online (such as through personal email without a QuickBooks link), QuickBooks cannot determine if the invoice was actually viewed. Let’s try opening a new incognito window to see if the status is still the same.
If the invoice status is still Viewed, I recommend contacting our Live Support team using their tools to have this investigated on their end, and then follow the next step to take. Here's how:
- Open your QuickBooks account.
- Head to the Help icon on the upper right of your screen.
- Under the Search bar, type Contact Us and select the Contact Us option below.
- Enter your concern in the box.
- Hit Continue.
- Choose Callback.
You can also view this article to know our support availability time: Get help with QuickBooks products and services.
Feel free to let us know below if you have any other questions or concerns.
