Quickbooks looks different - And all my custom format invoices, estimates and email invoices are GONE.

Hi there, @TeleToast. Thanks for posting in the Community space and bringing this to our attention. I'm here to lend a hand.

We're introducing a new estimate and invoice experience in QuickBooks Online (QBO) to help you land jobs, keep work moving, and get paid faster. With this new experience, there are a lot of things that you can do. And these are the following:

• Customize estimates and invoices on the spot.
• Get invoices paid faster.
• Get estimates approved faster.
• Track and manage estimates in one place.
• Manage it all on the go.

For more details about this, see this article: See what’s new with estimates and invoices in QuickBooks Online.

To further check why your logo, colors and set-up are completely gone when creating a .pdf or sending an email invoice using your custom-formatted invoices and estimates, we can perform troubleshooting steps by logging in via incognito mode or a private window. This way, it confirms if the cache is the cause.

Here's how:

• Press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

Once logged in, try to create an estimate or invoice again. If it works, go to your default browser and clear the cache. See Clear cache and cookies to fix issues when using QuickBooks Online for more information. 

Otherwise, switch to a different browser like Firefox, Google Chrome, or Safari. The one you are currently on may be having a temporary issue with QuickBooks, and using a new browser for the moment will allow you to get back to work.

You may also visit this resource to know what computer and browser you need for the best QuickBooks experience: System requirements for QuickBooks Online, Accountant, and QuickBooks Self-Employed.

Additionally, I'm attaching our Community link if you need help adding, organizing, and sending invoices: Invoices and payments.

Please let me know how things go on your end. I'm always here to lend a helping hand. Take care.

Can I roll back the "New Experience" until the kinks are worked out? This has really hit me at a very bad time. I was right in the middle of landing the largest single sale from my biggest customer when this change was invoked on my account without any prior notice. The customer asked that I send them an invoice for the half down payment to get their $20,000 order going. I couldn't do a half down request through the estimate the way I used to. I did a search and came up with progressive billing. I turned on this feature which caused more problems and created an invoice in which the quantity of every line item was reduced to half. This resulted in the correct half down amount but did not look like an invoice for a half down payment. It looked like an order in which the quantities were halved. On top of that, all the formatting on all my quotes, estimates and email invoices is gone. So this "new experience" that's supposed to "help you land jobs, keep work moving, and get paid faster" has caused me to have to send an invoices to my customer that don't even look like they're from my company and I had to edit them in other software just to get the half down request added.

It may be an improvement once it gets going and I figure out where everything is at but right now this is a disaster. One of the other changes I've noticed is that when I would email a customer an invoice with the online payment option I was able to enter the address it was to be sent to. I would enter my own email address so the QB system would email it to me and then I could forward it to the customer (removing the FWD markers) so that my customer was getting their invoice and correspondence from my company email rather than a third party, QB. With the new change, the email that the invoice gets sent to is added ONLY as the customer's email. Meaning that if I add my email for it to send the invoice to it changes the email for the customer to my address and my address is saved as their address in their account. So the "New Experience" instead of fixing it so I don't have to do work around to make it work the way I need it to has made it so that my work around no longer works. There were a few other things like this that I noticed in the short time I was trying to figure out the half down issue. The thing is I just don't have time to deal with this right now so if I could go back to the regular experience for the time being that would really help me out.

I heard your opinion regarding the changes in the custom sales form or the new experience in QuickBooks Online (QBO), @TeleToast. I can also see how the changes affect your business and the challenges that you’ve been through.

However, the old experience in QBO has retired which means it can no longer be brought back to the application. Although the functionality has changed, I recommend you contact our Technical Support Team. This allows our support to check any possible workaround that may apply to send your customer’s invoices according to your preference.

Contacting them will let them check your account securely while maintaining your privacy. Here’s how:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chat box, select Talk to a human and or tap the Contact Us button at the bottom.
4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
5. From there, choose a way to connect with us; either to Chat with us, get a Callback, or call our support line directly by getting our Phone number.

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedules and hours: QuickBooks Online Support.

Let me know if you have more concerns about connecting bank accounts. I’ve always got your back. Stay safe!

I did contact customer support again today but this time regarding new issues I've run into with "NEW EXPERIENCE". While we were dealing with that issue we also discovered that randomly about half of my products have been re-listed as non-taxable and if I add them to an invoice QB has just decided not to tax them. This could've caused some really big problems had I not stumbled across it. However, if you click edit to change it to taxable you can't because it's already listed as a taxable item. If you save and close (with no changes) it goes back to a taxable item. So on top of re-doing all my custom formats for invoices, etc. that "NEW EXPERIENCE" has deleted I'll be going through all my items to make sure they are taxable.

Like I said, this roll out couldn't have happened at a worse time for me. I don't have time to beta test all these issues and I'm getting different information regarding "NEW EXPERIENCE" from every QB person I've spoken to. Today I was told not everyone is on "NEW EXPERIENCE" while I was told from a previous poster here that old QB is retired, and told by a different tech support that you could switch back and forth but I must've done it too many times so it locked. (This is crazy, I was never given the option or any advanced notice of this system and could not have switched.)

I'm one year into QuickBooks and this has been a very eye-opening experience.

My latest problem with "New Experience" - TBH I'm not even sure it's new experience. The tech I just spoke with said it's just rolled out with some customers. The other one said "old experience" is totally retired. No one seems to know what's going on but there have been some crazy changes on how my account in functioning and I've gotten everything from, we haven't changed anything since 2017 to yes we've re-done everything, you're welcome and your stuck with it.

Anyway, I have now discovered that QB will not automatically collect tax for the local towns and cities that it used to with absolutely no problem. I can go to an old invoice that has already been paid and "show the math" and it shows that it's collecting for the wrong city NOW. But, back when the invoice was created and processed it collected for the right city. It shows up for the right city in the sales tax report showing I paid my taxes to the correct city via QB. Now, if I create a new test customer with that same address it says it can't validate the address and just collects for the wrong city. I've been told I need to use Chrome and refresh and there's no explanation. FYI, It doesn't work in Chrome either. I'm so frustrated. I can't get anything done. Used to, I could fly through quotes and invoices and now I'm constantly running into bugs and problems little simple stupid things that take over an hour of time talking to tech support and they don't have an answer. I'm so behind. I don't have time for this. I just want the system I had 2 months ago that actually worked before everything changed.

Hello there, @TeleToast. Welcome back to the Community.

I can see the urgency of getting your sales tax issue resolved. Let me redirect you to the best help available.

Since your sales tax error continues, even after performing the recommended troubleshooting steps, I encourage you to reach out to our Customer Care team again. They can create a case to trigger an investigation and provide the appropriate fix so you can collect local and city taxes accordingly. Here's how:

1. Sign in to your QBO company.
2. Go to the Help (?) menu.
3. Select the Search tab.
4. Click the Contact Us button.
5. Enter a brief description of your concern in the What can we help you with? field.
6. Select Continue.
7. Choose a way to connect with us (Send a message or Get a callback). 

Once everything is all set, you may also want to get a detailed look at the taxes you owe by running the Sales Tax Liability report. For the complete guide on how to do this, please see this article: Check how much sales tax you owe in QuickBooks Online.

You can keep me posted on how it goes in the comments below. If you have other sales tax concerns, I'm always ready to help. Take care, and I wish you continued success, @TeleToast.

I am having the exact same problem! It just keeps getting worse!

Were you able to figure it out??

Hi there, Fallon3.

Allow me to share some information about the new designs and how the customization feature for sales forms has changed. 

It's possible that you've been switched from the old to the new experience which explains why your old estimate and invoice layouts are no longer showing.

In QuickBooks Online (QBO), we've recently introduced a new estimate and invoice experience to help you land jobs, keep work moving, and get paid faster.  You'll be able to use the new layout immediately after the update, with no additional steps required. Following the release, you will be able to access all of your previous invoices and estimates.

There are many things you can do with this new experience. And they are as follows:

• Customize estimates and invoices on the spot.
• Get invoices paid faster.
• Get estimates approved faster.
• Track and manage estimates in one place.
• Manage it all on the go.

You can check out this link to learn more: See what’s new with estimates and invoices in QuickBooks Online.

Furthermore, if you still have the old experience but the old custom forms are not showing, we can perform troubleshooting steps by logging in via incognito mode or a private window to check for any browser-related issues.

These are the keyboard shortcuts to open a private window:

• Google Chrome and Microsoft Edge: Ctrl + Shift + N.
• Mozilla Firefox: Ctrl + Shift + P.
• Safari: Command + Option + P.

If everything looks good and you're able to use old custom sales forms, then you can go back to your regular browser and clear its cache. This will remove any outdated and corrupted data that can cause browsing issues.

Alternatively, you can use other supported browsers for a better experience while working in QuickBooks Online.

Feel free to come back to this thread if you still have other concerns about invoices and estimates. I'll be around if you need me.

None of this is helping my problem. The estimates button has vanished for some bizarre reason! Estimates are a huge part of my business. Not having them in one place is insane. Who asked for this?!

Thanks for getting back to here, Fallon3.

I've checked one of your posts, and it seems that my colleague, ReymondO has already replied to you in this thread: https://quickbooks.intuit.com/learn-support/en-us/other-questions/re-estimates-are-gone/01/1279018#M....

Feel free to let us know if you have other QuickBooks concerns We'll be around to help you further. Take care!

they have made my quickbooks obsolete [removed]

Hi Waggs1,

Thank you for joining the conversation! I'm here to assist you with any issues you may be experiencing. Please feel free to provide as much detail as possible so that I can replicate the scenario on my test account and offer a resolution. Thank you in advance.

My quickbooks is messed up now too.  Happened last year and I was able to click some button that let me go back to the old style.  I don't have time or desire to relearn this program.  How do I reset back to old style again?

We understand that change can sometimes be unsettling, especially for something as crucial as your QuickBooks Online experience. We want to assure you that we're here to support you every step of the way.

The new layout will permanently apply to the Simple Start and Essential versions. On the other hand, the option to switch back to the old layout will be available for Plus and Advanced subscriptions. If you prefer the prior design, you may want to consider upgrading to Plus or Advanced to regain access to it.

For more details, see this article: See what’s new with estimates and invoices in QuickBooks Online.

I'm adding these articles you can use in the future:

• Customize invoices, estimates, and sales receipts in QuickBooks Online.
• Run reports in QuickBooks Online.

If you have more questions about features in QuickBooks Online, post them here in the forum. I will be sure to answer them ASAP! Have a great day ahead!

Yes, this is a problem for me as well.  How do you hide a column in the new invoice?  I don't see a way to hide the "product/ service"  column.  The only customization that it's showing to me is hiding stuff at the top of the invoice (ship to, due date, etc), there is no way I see to manage the main part of the invoice!  

I've got you covered, @valerie5, I have information for you to hide the product/service column in QuickBooks Online (QBO).

To begin with, are you referring to the whole new invoice interface? If so, we can't hide the product and service column. However, if you're referring to the customer's view in a PDF or printed invoice, you can personalize the layout of your invoice by creating or editing your custom form style.

Further, generating a unique format that aligns with your preferences will conceal the product and service column. Here's how:

1. Go to the Gear Icon and select Custom form styles.
2. Select the New style (If you want to create one) or select Edit of your Invoice template.
3. Go to the Content section and click the table for your account summary.
4. Uncheck the Product/Service and click the Preview PDF to double-check.
5. Once done, go back to QBO and select Done.

For more information on personalizing and adding specific info to your sales forms, check this article: Customize invoices, estimates, and sales receipts

In addition, If you received an invoice payment from your customer, you can record invoice payments to help you keep track of your customer remittances. 

Please keep me informed if you require additional information about hiding the product/service column. I’ll be around to lend a helping hand. Have a great day and keep safe.

so wait, the feature "going back to the old way" is now locked behind a pay wall? 

"haha we know how much the new updates sucks so...lets charge them to go back! Hurrah!"

make this make sense