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Level 1

Customer invoices don’t match to computer invoices

 I’ve had many complaints that the invoices that I am sending via email are not  matching up with what has been sent to them the first time around. 

For example I sent an invoice at the end of October to a client and I sent her another invoice for the beginning of November and when she went to pay the November invoice the amount due did not match the invoice amount nor did I match the total amount owed

I’d like to seriously speak to someone about this because she is not the first client of mine to have these mishaps in their emails. My clients are very confused by the email link system that QuickBooks has to offer

4 Comments 4
Not applicable

Customer invoices don’t match to computer invoices

Hello there, Marbritmeadows,


Thanks for getting in touch with us and allowing us to lend you a helping hand.


If your emailed invoices shows an incorrect balance, we'll need to check first if there are unapplied payments or credits for that customer. Here's how:

  1. Click the Accounting menu from the navigation panel.
  2. Go to the Chart of Accounts tab.
  3. In the filter field, look for Unapplied Cash Payment Income.
  4. Click Run Report.
  5. Update the report date.
  6. If you're seeing some unapplied transactions, make sure to link them to your invoice by receiving the payments.

Once done, you may resend the invoice with the correct balance forward. However, if there aren't any unapplied payments showing up for the affected customer, I'd recommend getting in touch with our Online Care Team.


There they can check your QuickBooks Online account and provide you additional steps to get past the balance issue. Please feel free to update me if you have any more questions with QuickBooks invoices, Marbritmeadows. I'm here to help you figure things out.

Level 1

Customer invoices don’t match to computer invoices

This still doesn’t answer my problem and problems for my clients

Level 2

Customer invoices don’t match to computer invoices

Having the same problem. Did you find a solution beyond what was provided above? In my case, the balance forward is not appearing as part of the online payment.


Many thanks for your help with this.

QuickBooks Team

Customer invoices don’t match to computer invoices

Happy to see you here on the Community page, @FredM1.


You have to include the account summary on the template you're using to include the total balance due when sending invoices to your customers. I'm here to share the detailed steps:


  1. Log in to your QuickBooks Online (QBO) account.
  2. Go to the Gear icon.
  3. Select Custom Form Styles under Your Company.
  4. Look for the invoice template you're using, then click on Edit under Action.
  5. Go to the Content column and click on the center part of the Preview page.
  6. Put a check-mark on Show on invoice under Account summary.
  7. Click on Done.

The total balance due will now show up when emailing invoices to your customers. Your customer can then click on the Review and pay button and just input the amount they want to pay under the Payment Amount section.


For further details about sending invoices in QBO, you can check this article: Send an invoice.


Stay posted if you have any other questions. I'm just here to help!

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