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?
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.
To Delete an invoice template:
Click the Gear icon. Choose Custom Form Styles.
Locate My Commercial Invoice Template under the Name column.
Click the Edit drop down under Action.
Select Delete. Choose Yes, delete this style.
To create a new sales template:
On the Custom form styles window, click on New style.
Copy the exact template details of the old form you have deleted.
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?
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!