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jmccann76
Level 1

We're sorry we can't show invoice details right now - Please get us a fix!

We have a ticket that has been open since 10/23/2019 for the issue below.  None of our customers can view invoices when they click on the view invoice link.  Here is what I have done so far.

 

1.  Several tickets opened with Quickbooks.  My team has spend over a combined 32 hours on the phone wiorking with Quickbooks to try and get this issue resolved.

 

2.  I've been told 3 times that the issue has been escalated to a development team without any response back or resolution.

 

3.  Our account manager has passed me off to support twice without any fix for this issue.  

 

4.  My account manager no longer returns phone calls or requests for meetings. 

 

We are a technology company and when clients click on our link to view the invoice and they can't see it they wonder how we can manage their technology services when they can't even see a link to view the invoice.  As a matter of fact we have a client that brings this issue up to us every month when they pay their invoice.

 

This issue needs to be resolved.  Please get me to the right person to fix this.

 

Annotation 2020-09-04 110702.png

6 Comments
MaryAnn_E
QuickBooks Team

We're sorry we can't show invoice details right now - Please get us a fix!

We don’t want you to feel this inconvenient, @ jmccann76.

 

As per checking here, you need to upload a QBwin.log to have our engineers investigate further. This way, they can check if third party applications are hindering QuickBooks from sharing the Invoice.

 

In the meantime, you can manually send the Invoice through QuickBooks as a workaround.

 

Since we don’t have access to the tools needed for you to send the file over, I suggest reaching our QuickBooks Desktop Support again. They will guide you with the steps on how to do it.

  

Here’s how to connect with them:

 

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Enter your concern, then select Continue.
  5. Choose Talk to a Specialist to connect with a support expert.

 

I've got you this article for more insights about the available hours of our dedicated support: Support hours and types.

 

Stay in touch if there's anything else you need by commenting below. I'm always right here to help.

jmccann76
Level 1

We're sorry we can't show invoice details right now - Please get us a fix!

Hours and hours (16-18) spent on this issue again this week and last with no resolution in sight.  Please point me in the right direction to get this looked at.  I've been told this was escalated again just like it was last October only to be closed as "fixed"...but it's not.

 

Please let me know what additional I can do.

jmccann76
Level 1

We're sorry we can't show invoice details right now - Please get us a fix!

Hours and hours (16-18) spent on this issue again this week and last with no resolution in sight.  Please point me in the right direction to get this looked at.  I've been told this was escalated again just like it was last October only to be closed as "fixed"...but it's not.

 

Please let me know what additional I can do.

SarahannC
Moderator

We're sorry we can't show invoice details right now - Please get us a fix!

Hello jmccann76,

 

I can see you put a lot of effort and time to figure out the cause of the error and way to fix it. You're correct that the status of the investigation has been closed and resolved already.

 

We can try sending an invoice to your customer from a different computer to let the clients view the invoice information. If the same thing happens, I would still recommend getting in touch with our support team. I see you've done this process already, but it's the best way to further investigate what triggers viewing the invoices. They'll use their tools to figure it out.

Here's how:

 

  1. Go to the Help menu once you open QuickBooks.
  2. Click QuickBooks Desktop Help or press F1 on your keyboard.
  3. Select Contact us button. 
  4. Enter a short description of your concern in the Tell us more about your question box. 
  5. Hit Search. Select Start a message.

 

I'll also add this article about setting up and sending  progress invoices in QBDT.

 

Comment below if you have other questions. Stay safe.

jmccann76
Level 1

We're sorry we can't show invoice details right now - Please get us a fix!

I've done the process you describe 7 or 8 times at this point.  This issue has been opened for over a year.  Please let me know another method of getting this issue escalated.

ddr_MIA
Level 1

We're sorry we can't show invoice details right now - Please get us a fix!

This is ridiculous. I'm still dealing with this problem as well. How does this get get moved up the chain? Been way too long for this problem. 

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