Attachments not being sent with invoice

Hey there, @AMParsons. Thank you for reaching out to the Community.

I understand the urgency of attaching files to invoices and sending them to customers through QuickBooks Online.

At the moment, there's an ongoing investigation related to undelivered invoices. Rest assured, our product engineers are working to determine the reason to provide a resolution. I recommend contacting our phone or chat support to include you in the list of affected users. Just provide your name, updated email address, and the investigation number, INV-93532, to be notified via email.

In the meantime, I suggest manually sending the invoice to your customer outside of QuickBooks.

Once the case is resolved, you can record invoice payments to balance your accounts.

Please feel free to reach out if you have any follow-up concerns regarding invoices. It would be my pleasure to assist you. Have a good one!

I have the same problem.  I ordinarily attach receipts for expenses to my invoices.  The process of uploading / dragging the attachments works, and they are there when composing or editing and invoice, but the check box for sending them along does not exist.  My clients only receive the QBO invoice.  

I called QB support and spent a couple of hours with them. I believe engineering is working on this problem and the change is due to the new look invoice upgrade. Work around for now is to click the button to use the old invoice style (at the top). Then at the bottom of the invoice click the button to include the attachments. Then change the style back to the new invoice and the attachment will get sent. I only have a few of my invoices that need attachments included so not a big deal for me. Hope this helps! Let me know if you need more instructions to do this and I will walk through it to see exactly what the buttons say. 

There is a workaround. Attach the file to the invoice. Then at the top click “Old layout” then “ switch layouts” then submit. Then scroll to the bottom and click the box “attach to email”. Don’t send from this layout. Rather click save and close. Then switch the layout back to the new layout and send to the customer. This will send the invoice with the attachment in the new format. Kind of a pain but luckily I only have to send a few invoices with attachments so it works for me until the engineers get this glitch fixed. 

Hello there, RHDS!

I understand the inconvenience this situation has caused your business. Currently, our engineering team is dedicated to resolving the issue on undelivered attachments. In the meantime, I suggest contacting our phone or chat support to be added to the affected users list. To be notified of the updates through email, you can provide this investigation number (INV-93532) for easy tracking. 

Here's a step-by-step guide on how to contact us:

1. Go to the Help menu and select the Search tab.
2. Then, click Contact Us.
3. Then, enter a brief description of your concern and select Continue.
4. Lastly, choose either Start a Chat or Get a Callback to start connecting with them.

You can reach our support team Mondays through Fridays from 6:00 AM to 6:00 PM Pacific Time and Saturdays from 6:00 AM to 3:00 PM.

Once this issue is fixed, you can refer to this article to learn more about how to receive and record your customer's payments: Record invoice payments in QuickBooks Online.

Let me know if you have other concerns about managing and sending invoices. I'm just one post away. 

Thanks.  Understood on the work around.  Manually emailing them is fine for now, just an annoyance.  

@AMParsons  where do I find the "Old layout" option at the top of the screen?  I am not seeing it.  I just see Edit, Email view, PDF view, Payor view at the top left and Manage, Take tour, and Feedback at the top right.

I am having the same issue hope this fix this as soon as possible.

We just discovered this issue today.  The recommendation from the QuickBooks Team to send attachments outside of QuickBooks is pathetic and makes us (business owners) look like amateurs.  

Has this been resolved yet?  From the thread it seems like this was a high priority defect back in October.  On Dec 31, this piece of crap still seems to not work.  The entire invoicing solution for a simple consulting business with lots of reimbursable travel expenses is an absolute disaster.  Worked just fine in Desktop 2018 until the forced me to upgrade to the $90/month solution.  Invoicing is completely unusable.  How in the hell did this pass QA before being put into production?

I'm here to make sure you never experience the same thing again, Greg142.

Good news, the investigation Attachments not sent on the Invoice or Purchase Order with the new experience have been resolved. When adding an attachment to a Sales or Expense form, you'll see a checkbox for "attach to email." Once that box is checked, it will include your attachment in that email. 

If the same thing happens, we can log in to your account using an incognito browser. Private browser prevents saving cache and cookies that sometimes cause errors when running frequently visited websites. Here are the useful shortcut keys you can use to access one:

• Ctrl+ Shift + N for Google Chrome 

   

• Ctrl + Shift + P for Mozilla Firefox 

   

   and Microsoft Edge 

   

• Command + Shift + N for Safari 

   

If it works, return to your default browser and clear its cache. Every so often the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing it will refresh the system, and you'll be able to work with a clean slate. Switching to another compatible one to help rectify the issue.

Here's more information on how to edit and remove attachments from your invoices or other transactions in QBO: Add or delete attachments in QuickBooks Online. As always, feel free to read the topics from our help articles in case you need tips and related links while working with QuickBooks in the future.

If you have any further questions regarding invoices in QBO, feel free to reach out. I'll be here to help you out. You have a good one. 

Thanks for responding but you mentioned a Sales or Expense Form, what I am struggling with is Invoices.  

I have an invoice prepared, I used your mobile app to capture and upload images of about 30 receipts, I tagged them all as Billable, I added all of those expenses to my invoice, but when I tell it to create invoice and send, none of those 30 receipts are attached.  

I'm here to ensure you can send invoices with attachments in QuickBooks Online (QBO), @Greg142.

One possible reason you're unable to send the documents attached to the invoice could be the file size of the attachments. Check if the file didn't reach the max limit of 20MB. You can edit the file to reduce the size. Then, attach the document again. To be sure it's attached correctly, follow the steps below:

Since you already captured and uploaded the receipts from your mobile app, we can simply add them when creating an invoice. Just click the Show existing link, then Add link for the document. See the screenshot below for reference.

Then, don't forget to check the Attach to email boxes so it will include your attachments in the email. 

If the issue persists, we can perform some troubleshooting steps to see if this is a browser-related issue. To begin, let's access your QBO account in a private or incognito window in your web browser. This will open your account in a clean slate and load fresh data. You can follow the steps shared by RCV above on how to troubleshoot.

If the issue remains, I suggest reaching out to our Phone Support team for further investigation. They can securely initiate a screen-sharing session to identify the issue further and walk you through the resolution.

For future reference, you may check out this article to learn more about customizing templates in QBO: Customize invoices, estimates, and sales receipts in QBO.

Keep us posted about the result. If you have additional questions about QuickBooks attachments, the Community team is always willing to answer them for you.

I entered all the transactions just as you showed by clicking Add in the right pane that displayed the Billable Transactions.  

I do not however see the link to Display right under the attachments box.  

Screenshot 1) some of my transactions that were added

Screenshot 2) bottom of invoice with no images or link as you showed in yours: