Hello, savvior.

I have a solution to help you fix the Custom Transaction Number setting. 

It's quite possible that a cache-related issue is causing the Custom Transaction Number setting to turn back on. When a browser's cache is full or corrupted, we would likely encounter some odd behaviors like this. 

To rule this out, let's use an incognito or a private window: 

• Ctrl + Shift + N  for Google Chrome
• Ctrl + Shift + P  for Firefox
• Control + Option +P for Safari

Log in to your QuickBooks Online account, then turn off the setting again (if needed). Then, observe the behavior after a few hours. When the setting sticks, go back to the regular browser and clear the cache. 

After clearing, close out any browser instances to complete the process. 

We can also use another supported browser as an alternative. 

If it's still turning on after clearing the cache or when you're using another browser, we can have this investigated by our support. They'll use their tools to check the system and see what's causing it to forcibly turn on.

Here's how to reach them: 

1. Click the Help menu.
2. Go to the Search tab on the pop-up window.
3. Proceed with Contact Us.
4. In the box, we can enter "Custom Transaction Numbers setting keeps turning on."
5. Hit Continue.
6. Choose either the phone or the chat option.

After fixing the issue, do you also need to send out statements for your customer's due balances? I'll add this article in case you need help in the future: Create and send customer statements in QuickBooks Online.

Let me know if you have questions about managing your settings for QuickBooks Online. Do you have any other concerns about your reports or entries? Drop them below and I'll hear you out. 

This issue is happening literally non-stop and I have multiple customers (including my own account) where they do not touch this setting and it automatically changes on them after some time passes (it can be anywhere from one day to 1 week). We have pin-pointed it down to only customers who are apart of the new invoice layout screen that have the issues. When you look at the audit log, it only says "changed settings" but they DID NOT change anything. My firms company is getting asked why this keeps happening on a daily basis at this point and I have had no luck with getting any updates as to if this bug is going to get fixed. Our company requires our clients to be on QuickBooks Online and we have over 300 clients. It is extremely frustrating that QB does not seem to be taking this bug seriously. 

This issue is happening literally non-stop and I have multiple customers (including my own account) where they do not touch this setting and it automatically changes on them after some time passes (it can be anywhere from one day to 1 week). We have pin-pointed it down to only customers who are apart of the new invoice layout screen that have the issues. When you look at the audit log, it only says "changed settings" but they DID NOT change anything. My firms company is getting asked why this keeps happening on a daily basis at this point and I have had no luck with getting any updates as to if this bug is going to get fixed. Our company requires our clients to be on QuickBooks Online and we have over 300 clients. It is extremely frustrating that QB does not seem to be taking this bug seriously.  

Hello there, @Samantha Prosser.

I acknowledge your feelings about the inconvenience of sudden changes in the custom transaction numbers on invoices. Know that we aim to serve you best.

Upon checking my resources here, there's no report about this matter. Since you're experiencing this issue on a daily basis, I highly recommend contacting our Support Team. They can help you figure out what happened and provide troubleshooting specific to this.

Here's how:

1. Go to the Help icon and choose Search.
2. Click the Contact Us button and enter your concern.
3. Press Continue.

Visit this page for other ways of connecting with our representatives: QuickBooks Online Support. It contains the contact number you can use to call us directly.

See this article to learn how to personalize sales forms to improve business communications: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please be reassured that our Support Team will help you resolve this issue. Organizing invoices at your convenience is our focus. If you need help with the customization and handling other QuickBooks tasks, just let me know.

I have already contacted Support multiple times and have been told that they are aware of it but I have not been told if a ticket has been put in for the bug. That is mainly what I want to know. I have a case number from previous conversations so it is definitely been brought up to QuickBooks support already. 

This is a major bug that needs to be fixed ASAP. This causes issues when using integrations and someone entering invoices into QBO. Before, we could have prefixes on transactions entered in and our integrations had their own scheme, but now as soon as you create a new invoice or edit an existing invoice, it automatically switches custom transaction numbers back on.

Completely agree - it's taking way too long to fix this bug. I got an investigation (INV89166) started for it weeks ago but haven't heard anything since... I was told to write into the feedback area on your QuickBooks when it is happening... maybe if I can get more people to report feedback, they will take it more seriously... 

They are super slow at fixing bugs. They keep making changes that no one ask for. Our bank feed started breaking last year and at the beginning of this year it completely broke. It still doesn't work and they've only said they are aware. I can hook into it with other integrations so it's not the bank. Maybe once I'm through some other projects, I'll consider looking at Xero.

I'm having the same issue and have tracked it down (at least for me as follows)

1) Only occurring with new Invoice Layout

2) Turn flag OFF

3) Edit any invoice.  Pay attention the to Invoice Number box.  It starts out as "generated".  Then the page auto-refreshes, and the generated Invoice number now shows in the box.

4) Return to settings and the flag has been switched to ON.

I have reverted to the old layout and am no longer having this issue, but it does need to be resolved.  I have also sent a note to support.

Thank you! Disabling the new layout worked for us as well!

We tried to use the new layout yesterday and have this same issue. We set the custom invoice number to off and after we make an invoice it automatically switches back on. This is a huge problem because the orders coming in via the QB Connector App on our website do not receive numbers. Meaning we have to manually go in and figure/fill out individual invoice number.

Therefore, we cannot use the new layout without a huge amount of problems.

I hear your sentiments, @vhigle. Let me share ways to stop the custom invoice number from reverting to ON in QuickBooks Online (QBO).

Since the custom invoice number keeps switching back to ON using the new experience, you can return to the old layout. To do that:

1. Go to + New and select Invoice.
2. Click the Old layout at the upper-right corner of the screen.
3. Select Leave to confirm.

However, this option is limited to several users. If you don't have the option to go back to the old layout, we can perform some troubleshooting steps. In some cases, issues like these are brought on by too much cache buildup in the browser. First, open your account in a private window to access QBO in a clean slate. Please refer to these keyboard shortcuts:

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

If it works, return to your default browser and clear its cache and cookies to refresh the page, or use a different supported browser. It's possible that there's a temporary issue with QBO or the browser you're currently using.

Additionally, check out these articles to learn more about how to manage your invoice payments and other sales forms:

• Customize invoices, estimates, and sales receipts in QuickBooks Online.
• Record invoice payments in QuickBooks Online.

Feel free to reply whenever you have further concerns about invoices. I'll be happy to provide additional help. Take care, and have a good one.

This is NOT a cache issue.  I have replicated it on chrome and safari, both before and after clearing my cache.  

What are we going to do when we are FORCED to the new Invoice layout on December 2?  This bug needs to be fixed before then please.

Darin [removed]

Hello there, SuperTutor.

I appreciate you for following the steps provided by my colleague. Since the issue persists, allow me to assist you further and give you the best route so this can be sorted out.

I highly recommend contacting our phone or chat support. They can investigate your concern about custom transaction numbers in a safe environment.

Here's how to reach 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.

For other ways to contact our representatives, please visit the QuickBooks Online Support page.

Additionally, check this article out to learn more about recording customers' payments in QuickBooks: Record invoice payments in QuickBooks Online.

If you require any further assistance with customizing or handling other tasks within QuickBooks, please feel free to leave a reply. I'm dedicated to helping you out.

Yep same issue, what do you do when everything switches to the new layout?

When will custom numbers be able to be left "off" in the new layout?  That is the key.  You are forcing people into the new layout, but the new layout is not allowing custom numbers to be turned off, which is going to break a lot of integrations, including ours.  You should not be able to just "break" our business at a whim.  Don't force the new layout until the new layout can accept custom number setting as "off".  Period.  

Please tell QB that they must allow the custom numbers to be off in the new layout.  Otherwise they are going to break a lot of businesses.  

I appreciate you sharing your concern here in the thread, @niscliff.

Indeed, there are instances when we need to enter invoice numbers manually to track transactions seamlessly. Since the ability to turn off the custom transaction number isn't available in QuickBooks Online (QBO), I recommend sending a suggestion directly to our Product Development Team. They can consider your ideas while working on enhancing our product.

Here's how:

1. Head to the Gear icon.

2. Select Feedback.

3. Share your comments or product improvement ideas.

4. Click Next to submit.

You can stay updated on the progress of your feature requests by visiting our QuickBooks Online Feature Requests website.

In addition, you can review these articles to have an overview of personalizing sales forms and receiving invoice payments: 

• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Record invoice payments in QuickBooks Online

Feel free to visit the Community if you have additional questions regarding the custom invoice number or other related concerns in QuickBooks Online. We're always here to lend a hand.

How is this classified as a feature request? This problem will not even let you save it with a different invoice number no matter what number you use. This is a glitch. Do you even have beta testing before an update launches?

If you open a saved invoice and then close it, it turn on the "Custom transaction number" feature. This apparently is a glitch.

Thank you.  It is only the new layout that you are pushing out that cannot accommodate the 'custom transaction numbers' to be toggled into the off position in settings.  The old format in QBO continues to make that available.  I'm happy to stay in the old format forever, but QBO continues to threaten myself, and other mutual customers/clients, with the prospect of not having a choice to stay with the old format.   As long as you don't force myself or others into the new format, until you have a way to have 'custom transaction numbers' set in the 'off' position, then we should be OK.   But a fellow business owner the other day got an email saying there was no going back, for him, after Dec 11, 2023.  It is impacting the business we have with him as a result. 

Yes, sending the Feedback.  

I switched back to the old layout. When Dec 11 arrives, if the glitch isn't fixed, I will be forced to go to a competitor financial system. I don't want to but if QBO doesn't work, why stay?

This is a major bug and needs to be addressed.  We have an integration with quickbooks, which is creating invoices with no invoice numbers because quickbooks keeps on turning on custom transaction numbers.  We want custom transactions permanently disabled, but every time we disable Custom Transaction Number, Quickbooks will turn it back on.  This is happening multiple times per day.  When do you expect this bug to addressed as it should be considered major?

At first glance I thought it was me who wrote what you just said.  We recently resolved this problem by reprogramming the interface that we were using to bring over invoices into QBO.  (telling QBO what numbers to use and start with)  Our developers are looking for me to refer business their way sometimes.  I might be willing to refer you to them if your company needs any advice or development support.  If you want to consult about it at all let me know and we can exchange contact info.  (I'm a small business owner)