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VC-accounts
Level 1

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

 
5 Comments 5
SophiaAnnL
Moderator

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

This looks like a browser issue to me, VC-accounts.

 

We can start with using a private window to access the Invoices and Received Payments report. This is to check if you'll see the duplicate transactions there.

 

If the report doesn't display any duplicates, then you can clear the browser's cache. Doing this will remove the stored files from the previous sites you've visited which cause browsing issues in QBO.

 

Lastly, you can switch to another browser like Google Chrome, Internet Explorer, or Mozilla Firefox to run the report you need.

 

You can reach out to me again if you need more help with QBO. Thanks for dropping by.

devondukes
Level 1

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

I tried in new browser to view invoices and the "invoices and received payments" report, and it's still showing duplicate invoices, which I don't see when viewing invoices by customers in QBO.

Argh, help!

JamesDuanT
Moderator

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

Thanks for trying the troubleshooting steps that Sophia provided earlier, Devon.

 

I'd recommend contacting our Customer Care Team. They can further investigate this issue and provide additional troubleshooting steps.

Here's how to reach them:

  1. Click the Help menu in the upper-right corner and select Contact us.
  2. Enter the details of your concern and click Continue.
  3. Choose how you want to reach them and enter the needed information.

You can always get back to us if you have other questions.

seonjoo-ccc
Level 2

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

I'm having the exact same problem.  Duplicate invoices are showing on the Invoices and Received Payments report but nowhere else; for example, the Invoice List report does not show any duplicates.

Has this issue been fixed?  I'd rather not try calling the customer service at this time given Quickboos's limited staffing due to the COVID crisis.  Thank you.

KlentB
QuickBooks Team

Why is the invoice and Received payment report showing duplicate invoices but the actual customer account does not have any duplicates. please see attached screenshot

Hi there, seonjoo-ccc.

 

I checked our records here and found out that the investigation about this issue has already been closed. We can perform some basic troubleshooting steps to rectify the issue. It could be that the accumulated temporary internet files is the reason why we're seeing duplicate invoices in your Invoice and Received Payment report.

 

First, let's access your QuickBooks account in a private/incognito browsing window. Doing this process will help identify if it's a browser-related issue since this mode doesn't save cache and cookies. Feel free to use the shortcut keys below:
 

  • Google Chrome: Ctrl + Shift + N
  • Safari 11 or newer: ⌘ + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P

Once you're in, let's go to the Sales menu then access your customers' profile again. If the duplicates are now gone, we'll have to go back to your regular browser then clear the cache to delete the stored junk files. Alternatively, we can use other supported browsers to further isolate the issue. Currently, these are our supported web browsers:
 

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Safari 11 or newer

If the same thing happens, I'd still recommend getting in touch with our technical supports. This way, we'll be able to pull up your account in a safe session then conduct an investigation to know the root cause of this issue. Before doing so, please check out our support hours to ensure that we address your concerns on time. You can follow the steps provided by my colleague @JamesDuanT above to connect with us.

 

I've also included an article that will guide you in designing and personalizing your reports: Customize reports.

 

I'll be right here to continue helping if you have further customer-related questions or any other concerns. Feel free to tag me in your comments.

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