invoices on ipad not using customized invoice anymore

This behavior where the view invoice button is being grayed out in the mobile app can be fixed by clearing the app's data. This helps refresh the application and eliminates common issues that cause your screen to freeze. Clearing the app's data can be done on the app or on your phone settings. You can follow the steps below:

• For QuickBooks Online app:
   
  • Android - Select the menu at the top right and choose Settings. Then select Refresh Data and choose Yes.
  • iOS - Select the menu at the top right and then choose Help & Feedback. Then select Refresh Data and Refresh.
    
• In your Phone Settings:
  • Android - From your phone's settings, select Apps (varies by device). Choose the QuickBooks app from the list and select Storage. Select clear data.
  • iOS - From your phone's settings, select Settings, then, click on General and choose iPhone Storage. Select an app that's taking up a lot of space. To free up the storage without deleting the documents and data for the app, select Offload App.

You can refer to this article for additional troubleshooting options to fix issues with mobile app: Mobile App's troubleshooting.

You might be interested in learning more about accepting mobile invoices in QBO: How to accept mobile invoices: A guide for small businesses.

Feel free to visit this article to find answers to your other QBO mobile questions: QuickBooks Online Mobile app FAQ.

I'm looking forward to hearing from you. Get back to me if any additional questions about managing invoices that may arise. Have a good one.

Thank you for responding - I did all of the things you have suggested and the ipads continue to default to a generic invoice form.  Even when I go to "customize how you invoices look" within the app on the ipad, it shows me that it should be my custom form with my logo and then when I preview or print, it is the generic invoice form.  

I appreciate you getting back to us, plumbingdpr.

Since resetting the app doesn't resolve the issue, I'd suggest uninstalling and reinstalling the app. This is to ensure you get the most recent version of the application.

However, if the issue persists, I'd recommend getting in touch with our QuickBooks Online Support to have this investigated. 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 Get a call.

Additionally, you can visit these write-ups. It provides you more information on what options you can access on the customer side as well as a chart to easily compare feature availability on supported devices.

Compare mobile app features.

QuickBooks Online Mobile app FAQ.

I'm always here to lend a hand if you need additional assistance with QuickBooks. Don't hesitate to drop a comment below. Have a good one.

Thank you - I have tried re installing the app - it does the same thing. I will do as you suggest and reach out to the support team.

I had this same issue attempting to use the custom invoice templates on an ipad.  This was solved by accessing QBO in the Chrome browser, tap the three dots in the upper right and choose New Incognito tab.  Hope this works for you, too

Hello Carolyn Mor,

Thank you for sharing this solution and helping other users!  We appreciate it a lot!