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Level 1

Invoices - Quantity and Rate Column Issues

Last month my invoices all started missing data from the QTY/RATE columns.  The columns were still on the invoices but were empty.  Our template had not been modified and the bug impacted existing, as well as, new invoices.  I reported the issue via chat and received a work-around, but a fix has not been made for the issue.  We use the Standard template and normally have the Quantity and Rate columns checked under the COLUMNS section.  We do not normally have "Include hours and rate" checked under the "activity options" as, in the past, this would duplicate information on the invoice.  The template preview still shows data in the QTY/RATE columns and a new "manual" invoice (one that does not have imported hours from a timesheet) shows the data, as well.  The work around is to check the "Include hours and rate" checkbox for now.  This changes the format of the data in those columns.  Will this issue be resolved?  If not, will you fix the customization screen/menu to match the new functionality?  

Not applicable

Invoices - Quantity and Rate Column Issues

It's nice to see you here today, dDubz47ss,


I appreciate the information you shared and for trying to get this resolved on your end. I can help you get past this invoice issue.


Missing information or formatting issues on invoice transactions can be caused by corrupted sales templates. Since you already tried modifying the impacted form, let's try deleting and recreating it. By doing so, you'll be able to start fresh with your invoicing.

  1. To Delete an invoice template:
  2. Click the Gear icon. Choose Custom Form Styles.
  3. Locate My Commercial Invoice Template under the Name column.
  4. Click the Edit drop down under Action.
  5. Select Delete. Choose Yes, delete this style.

To create a new sales template:

  1. On the Custom form styles window, click on New style.
  2. Select Invoice.
  3. Copy the exact template details of the old form you have deleted.
  4. Click Done.

You may refer to this article to know more about invoice customizations in QBO: How to Customize Invoices, Estimates, and Sales Receipts.


Once done, create a new invoice using the new template. That should get you right back on track, @dDubz47ss.


Please let me know how this goes. I'll keep an eye on this post for your response. Have a good one!

Level 1

Invoices - Quantity and Rate Column Issues

Thanks for the reply.  A new invoice template does not resolve the issue described above.  There is either a defect or an intentional change to the way the invoice templates work.  Can someone determine which and let me know?  

Kristine Mae
QuickBooks Team

Invoices - Quantity and Rate Column Issues

Thanks for doing the suggested steps, dubz47ss.


This needs to be investigated further. I know you've reached out to our email support already, though, I still suggest getting in touch with our QuickBooks Online Customer Care. A phone agent can take a better look at this.


Feel free to drop by anytime if you have other concerns. Have a nice day! 

Level 2

Invoices - Quantity and Rate Column Issues

Hello Everyone,

It is December 2020 and I am still experiencing this issue. Suddenly, out of nowhere Qty and Rate disappeared off of my invoices. None of the guidance I see here is fixing the issue.

Worse than this, last week the markup info showed up for the client on one of the invoices. The customer is not supposed to see the markup info on invoices. It was a one off situation but it was very concerning.

I am on the phone with a QBO support rep now. Hopefully we will figure out the solution. The quantity and rate issue seems to be unique to invoices created from Billable Time links created through TSheets.

Fingers crossed customer support can help me. I will post an update to this thread afterwards.




Invoices - Quantity and Rate Column Issues

Thanks for posting an update here, @ozdavis,


We don't have an ongoing issue with the QTY and Rate are not showing in the print/preview page of the invoice. If the steps on this thread is not working, contacting our Support Team is the best option for us.


Our Live Help can initiate a viewing session or report this problem to our engineers. I know you're connected with our agents now, but I'll be leaving the contact options below for reference:

  1. Go to the (?) Help menu and click on Contact Us.
  2. Type the keyword Payroll Account Management and Billing in the What can we help you with? box.
  3. On the next screen, scroll down to the Choose a way to connect with us section.
  4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.

When using the messaging option, a small discussion box will open at the bottom right section of your monitor. An agent will be with you after filling in the information. See this:


See this link to know more about our support operations: Support hours and type.


Let me know how it goes, as I want to make sure this is taken care of for you. I'm also here if you need further help with anything in QuickBooks. Have a lovely day!

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