Online Payments: Invoice Balance Due doesn't match account balance

Hi WheatfieldLakes,

Currently, payment links on statements are not available. I suggest sending us your feedback about the balances on the invoice page. That way, our engineering team can take a look at this feature request.

As a workaround, you can resend these invoices to your customers. Since you already have your statement you can easily find the invoice number.

Here’s how to resend:

1. On the left navigation menu, click Sales.
2. Select the Invoices tab.
3. To search for the invoices, do this shortcut in your keyboard: Ctrl + F
4. Mark check on the box beside the invoice number.
5. In the Batch actions drop down arrow, select Send invoices.

Let me know if you have further questions. I’m here to help.

I'm aware of the issue with statements not offering payment links and that this is a topic and a feature request that has already been posted by others. My question has to do with why the account total due is not displayed on the invoice payment page. Seems like both the total of the current invoice and total account due should be displayed.

Hello there, @Anonymous.

Allow me to join the thread and help share additional information about displaying both the total of the current invoice and the total account due on the invoice payment page.

To show the total account due (account summary)  and the total invoice due, you must customize the invoice template to show the Account summary on the invoice page. Let me show you how.

1. Go to the Gear icon.
2. Select Custom Form Styles under Your Company.
3. Select the template your using under Custom form styles.
4. Click on Edit under Action.
5. Under Edit invoices that turn heads and open wallets, click on Content.
6. On the invoice template click on the Content section.
7. Put a check-mark on Show on invoice under Account summary.
8. Click Done.

You can see attached screenshots for additional reference.

On the other hand, to learn more about creating invoice and customizing invoice template, you can check these articles:

• How to create an invoice
• How to customize invoices, estimates, and sales receipts

I'll be always happy to help you if you have any other invoices concerns, just add a comment below. Have a great day ahead!

We have the account summary enabled, but it's not showing applied payments. Also, the balance on the actual email is not correct. Anything else we can try?

Thank you for posting here in the Community, @hudsonschoolofmusic.

I'm here to make sure your invoice concern is taken care of. For me to provide the best solution, I need additional information about the issue.

Can you share with me if the invoice is partially or fully paid already? This way, I'll be able to check here in the system if there are any reported problems from other users.

While waiting for the details, let's try replacing the existing template on the invoice with a new one. It'll help us isolate it and determine if the issue is template related.

I'm attaching a sample screenshot for your visual reference:

In the meantime, you can also utilize the statements to check the invoice and payments, as well as the balance forward.

Here's how:

1. Click the + New button in the upper-left corner.
2. Select Statement under Other.
3. Put a check mark beside the customer name.
4. Hit Print or Preview.

I've also included an article in case you need some ideas about an invoice, like customizing them based on your needs: How to Customize Invoices in QuickBooks Online.

Drop me a comment below if you have any other questions. I'll be happy to help you some more.

I'm having the same issue.  When a customer prepays for services, I create an invoice for services received, apply the prepayment amount and send the invoice via email.  The customer opens the email, sees the outstanding amount on the email and then clicks to pay.  The amount showing owed on the payment page is the amount without the prepayment applied.  
If a client pays $1000, the invoice is $5000 then the total owing is $4000.  I send the invoice with "total this invoice" as $5000, "Applied credits" $1000 and "Job total" $4000.  They see $4000 on their email but when they click the payment link, the amount pre-filled in is $5000.  
This seems like a very basic principal to get correct.  

Let me share some information on how to get this payment issue resolved, @D-LRestoration.

You can set the amount when sending your customers the email with the requested payment details and a Pay button. 

I'd suggest reaching out to QuickBooks Online with the Payments & Merchant Service Center Support team to further isolate the issue you're having, and resolve it. Their tools can get into your account in a secure environment and identify why they're seeing different amounts when going to the payment link. You can go to this link to contact them: Contact Payments or Point of Sale Support.

Here's more information about Payment links in QuickBooks Online Payments and on how to take and process payments in QuickBooks Online. 

I'm always here if you need more help in processing your customer payments. Take care and have a great rest of the day!

I spent over 2 hours of my day on the phone with them today with no resolution.  I was hoping someone in this forum had some answers for me.  

How do you do this: 

"You can set the amount when sending your customers the email with the requested payment details and a Pay button. "

Wow, this is incredibly frustrating!  I'm having the same issue, and when I reached out to QB via the Chat help function, they implied that it was a temporary bug that they would fix and let me know when it was resolved.  One week and no response from QB later, I'm having the same issue, only to find out that it's been a known issue for TWO YEARS!?  This is literally the most basic and fundamental function that of Quickbooks. I'm seriously considering a different company!  QB team, please change my mind by correcting this most basic of issues!

Has this been fixed?  It's almost 2023, but I don't see it working as yet.  Help, this is huge as customers only pay what the "review and pay" button shows which is only that invoice rather than it showing their full balance due!!!

I appreciate you for joining the thread, @ScottVN. I'll point you in the right direction to have this sorted out so you can use the feature in QuickBooks Online (QBO).

Know that I'm with you on getting this sorted out as soon as possible. As I've tried here on my end, the option is working well, and I was able to ensure the invoice I'm trying to send shows the correct amount, and the buttons to pay it is clickable. I'd recommend reaching out to our QuickBooks Customer Care. This way, they can assign someone from our team to check and investigate the root cause of the issue you've encountered. To begin, here's how:

1. Access your QuickBooks Online company.
2. Select Help (?).
3. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

You can also visit this page to know when the best time to reach out to our support team: Contact Payments or Point of Sale Support.

In addition, I've got you this article to help you manage invoice payments in QBO: Take and process payments in QuickBooks Online with QuickBooks Payments.

Feel free to visit this article in case you'd like to add extra details to your reports in QBO: Customize reports in QuickBooks Online.

Please don't hesitate to let me know how it goes. I'm determined to help you get this sorted out. If you have any additional QuickBooks-related concerns, you can post here again. I'll be here, ready to help you. Take care!

Today is November 7, 2023, nearly 5 years since the original post with no resolve.  Quickbooks is a wonderful accounting program but does have many issues.  Number one issue is that Quickbooks does resolve know problems and appears to no address any major concerns.  This issue with payment is very frustrating and seems to be an easy resolve.  A customer that receives an email invoice should have the capability to view their current balance and pay that balance.  Instead, Quickbooks gives you a total due in the email but only shows the amount you can pay for a specific invoice.  This is confusing for customers.  Each response in this thread from Quickbooks is a BS workaround that is time consuming for the business.  When you click on pay bill, it should show the invoice amount and an option to pay that invoice, the balance due or another amount the customer enters.  

Quickbooks fix this issue!!!