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VanessaLofgren
Level 2

Standard Users invoices printing incorrect layout

Good evening. We spent hours trying to pin down the glitch that seems to have occurred overnight. 

 

When a standard user prints either estimates or invoices, the layout switches on the "print preview" screen, so the description is super skinny. What used to fit on one page now needing five to seven pages to display the content. The problem doesn't happen with the Admin users, they can print using the exact same template and the page looks as it always has. The problem occurred overnight, so it's not a problem with the margins or an adjusted template. 

 

Thanks!

14 Comments 14
DebSheenD
QuickBooks Team

Standard Users invoices printing incorrect layout

Hi, VanessaLofgren.


Thank you for posting your concern here in the Community. I'm here to share some information to help you print invoices in QuickBooks Online.

 

This might have something to do with the printing the layout was damaged. You can completely delete recreate the template. This way, you'll be able to create a new customized template.

 

Here's how:
 

  1. Go to the Gear icon.
  2. Select Custom Form Styles under Your Company.
  3. Click the Drop-down arrow next to Edit.
  4. Choose Delete.
  5. Tap Yes, delete this style to confirm.

 

Once done, you can follow the steps provided in this article on how you can recreate the template: Use and customize form templates.

 

For any other printing issues you have with QBO, see this article: Fix QuickBooks Online printing issues on browsers for Windows. It has a list of issues such as the print output that looks wrong, or if you get errors during the process, along with the related articles to resolve them. 


I'm only a few clicks away if you need assistance about printing invoices. It's always my pleasure to help you out again.

deshawn
Level 1

Standard Users invoices printing incorrect layout

I had the same issues today. The representative stated that she wasn't sure what was happening. I cannot print my default invoice. Created a new layout to copy the old layout and it is still printing as this new format. I have cleared all my cache and cookies and restored everything and it is still not working. Please check into this matter. We are using Quickbooks online. 

 

Thanks

CharleneMae_F
QuickBooks Team

Standard Users invoices printing incorrect layout

This isn't what I want you to experience with QuickBooks, deshawn.

 

Let me make it up to you by making sure this printing issue gets further investigated.

 

I understand that you've contacted our support team, but I'd recommend reaching out to them again. They're equipped with tools to check the cause. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

 

Here's how to contact our support:

 

  1. Click the Help (?) icon at the top.
  2. On the Assistant tab, click Talk to a human.
  3. Enter unauthorized charges in the Type something field, then click the send icon.
  4. Choose I still need a human.
  5. Select Get help from a human.
  6. You can either select the Chat with us or Have us call you option.

 

I've also included these articles that'll help you learn more about personalizing and importing your sales forms in QuickBooks Online: 

 

 

In case you have other concerns in managing your sales transactions, I'd suggest visiting our Invoices and payments articles page. There, you'll be guided in adding, organizing, and sending invoices.

 

Please let me know if there's anything else I can help you with, deshawn. I'd be more than happy to assist you. 

VanessaLofgren
Level 2

Standard Users invoices printing incorrect layout

Thank you, Deb. I wondered if a damaged layout was an issue, as well. I tried deleting and recreating the templates and that didn't work. But I would think if that were the problem it would appear at the admin level but it doesn't. 

VanessaLofgren
Level 2

Standard Users invoices printing incorrect layout

Charlene, like deshawn I have been trying to get help both on the phone or on chats. The chats keep getting cut off and on the one successful chat and on the phone conversation both said they didn't know what was going on and would open an investigation. 

ER_BR
Level 2

Standard Users invoices printing incorrect layout

Hello everyone, I am having similar issues as described by everyone. All non-admin users seem to be sent to the "Default" Form type invoice/pack slip style, even though I have a different style set up as the default. When I try to reach out to support, chat is unavailable, and when I call they either hang up on me or the call goes blank after a few minutes. I tried deleting and recreating the form, but there are still lots of problems. In the past our invoices and pack slips looked different from each other. I changed the original "default" form style to match how we want invoices to look, but now pack slips look all wrong.

ER_BR
Level 2

Standard Users invoices printing incorrect layout

I am having similar problems. When I do these steps, I get a message that chat is not available, and when I try and have them call, the call goes silent after a minute or two.

deshawn
Level 1

Standard Users invoices printing incorrect layout

It has to be an issue with Quickbooks.  I also tried to create a new default invoice and it didn't work.  The packing slip print did not change on my end, however the Invoice has taken on the exact form as the packing slip. I spoke to customer care yesterday and they are completely unaware of any issues. And today nothing has changed. 

JasroV
QuickBooks Team

Standard Users invoices printing incorrect layout

Hi everyone!, @VanessaLofgren, @usereric-brown, @deshawn.

 

I appreciate you all for performing some troubleshooting steps to fix the issue.

 

Currently, we received reports that Standard users in QuickBooks Online (QBO) are unable to print the default format of the invoice. Rest assured our engineering team is aware of this and is working diligently to fix this as soon as possible.

 

In the meantime, you'll want to look for a third-party app that lets you print your invoice with your preferred template. Just hover to the Apps menu and browse for an app from there. Once you found one, select it and click Get app now to link it to your account.

 

Furthermore, I highly recommend contacting our support team. This way, you'll be added to the list of affected users and be notified via email once the issue is resolved. 

 

Once everything is set, you might want to utilize this link for reference in seamlessly managing your receivables: Record invoice payments in QuickBooks Online.

 

Please bear with us as we're working to resolve this. In case you have any additional questions about invoices, you're always welcome to post them in your reply. I'll be here to answer them for you. Keep safe and have a great weekend ahead!

VanessaLofgren
Level 2

Standard Users invoices printing incorrect layout

I appreciate the suggestion but I'm not going to pay for an app to do what QBO has done fine for the last 15 years. If you can suggest a free app I am willing to try that but hopefully there's a fix available soon.

 

And yes, the chat is useless at this point. We went back to it today and she said "I see you have a case open about this... anything else I can help you with today?" I'm glad others are having the same problem so hopefully some attention will be dedicated to it.

RoseJillB
QuickBooks Team

Standard Users invoices printing incorrect layout

Let me join the thread to answer your concern, @VanessaLofgren.

 

We are unable to suggest a specific application for you to use. Nevertheless, as my colleague mentioned above, you can check out the QuickBooks Apps Store and choose any app according to your preferences. You may also reach out to the third-party app provider regarding the integration process.

 

For future reference, you might also want to check out the following articles regarding setting up and sending progress invoices and customizing transactions in QuickBooks Online.

 

 

Keep in touch with us regarding this matter in QuickBooks Online. Let’s make sure to have your concern resolved and get you back to your business.

VanessaLofgren
Level 2

Standard Users invoices printing incorrect layout

For anyone else also having this problem: QB now suggested that the problem might come from not having footer text on both the invoice and the estimate. We had a footer on the estimate but not on the invoice, so i added it to the invoice.... it didn't solve anything for me.

deshawn
Level 1

Standard Users invoices printing incorrect layout

THAT ISN'T THIS ISSUE ON MY END EITHER. MY DEFAULT INVOICE THAT IT STATES WE ARE USING HAS A FOOTER. IT JUST WON'T PRINT OUR DEFAULT INVOICE. I REALLY WISH THEY WOULD GET THIS FIXED. THEY ALWAYS SAY THAT IT IS THE CONSUMER. WHEN THEY ARE CONSTANTLY MAKING CHANGES AND IT EFFECTS OTHER ASPECTS THAT WE ALL USE. THEY SHOULDN'T ROLL OUT CHANGES WITHOUT MAKING SURE ITS FULL PROOF. 

Akazo
Level 1

Standard Users invoices printing incorrect layout

Add me to the list of users who cannot print with their custom form. I just don't understand how this stuff keeps happening to a company like Intuit. I worked in IT for my whole working life and most reputable companies have a test environment where support staff runs test scripts to ensure the quality of any releases. Printing should be a basic part of this process. The CIO needs to be fired and a competent replacement hired. This is unacceptable!!!

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