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darlene_hannah
Level 1

Can't open my invoices. Green circle just goes around and around

 
10 Comments 10
David-212915
QuickBooks Team

Can't open my invoices. Green circle just goes around and around

Hi @darlene_hannah,

 

Welcome to the Community. I'm here to assist you with getting past the green circle that goes around and around, so that you can view open your invoices. 

 

It's generally recommended to perform general browser troubleshooting when a user encounters unexpected behavior, such as an invoice not opening. One of these suggestions is to clear your browser's cache, which is stored to speed up browser loading times, but can impede processes. The following article contains additional information about this, as well as steps for supported browsers: How Do I Clear My Browser Cache and Temporary Internet Files?.

 

If you are unable to open the invoices after clearing your browser's cache, I recommend the following article: QuickBooks Online Doesn't Load Correctly or Has Blank Pages.

 

These resources should help to get you on the right track for viewing your transactions. 

 

Please don't hesitate to let me know if you have any questions, as I'm just a post away. Cheering you to a productive and successful week ahead. 

rtwoodworks
Level 2

Can't open my invoices. Green circle just goes around and around

customers cant pay me because your idiotic buggy invoice system. I am very angry and frustrated. this needs to be fixed. I also do not get notice when invoices are viewed or paid even though I have everything set up for notifications. this is bull. I have enough to do already with my business without having to trouble shoot this kind of nonsence. get it FIXED NOW!!!!!

RaymondJayO
Moderator

Can't open my invoices. Green circle just goes around and around

Hello there, @rtwoodworks

 

I understand how frustrating it can be when your customers can't pay you online. I want you to know that I'm here to provide some steps so you can receive payments from them. 

 

First, let's access your account through a private browser. It doesn’t store data in the cache so it's a great way in isolating the issue. Here are the following keyboard shortcuts: 

  • CTRL + Shift + P (Mozilla Firefox and Internet Explorer)
  • Command + Shift + N (Safari) 
  • CTRL + Shift + N (Google Chrome) 

 

Then, let's try creating and sending a sample invoice to your own email address. This helps us determine if the issue is browser-related. If it works, clear your regular browser's cache through the link provided by DavidSC above. You can also use other supported browsers if private browsing doesn't work. After that, you can now let your customers pay invoices online

 

If the steps above don't work, I'd suggest contacting our QuickBooks Payments Support Team. They can investigate this further why your customers are still unable to pay you online and help resolve it. 

 

Additionally, the feature to see the invoice status is currently an enhancement request. I personally hear your insights, so I'll directly submit this to our product developers. They are working continuously to improve the product. I recommend visiting our blog posts to learn more about the product updates.

 

Please know that I'm here anytime you have other concerns. Take care always, @rtwoodworks

Hahpc
Level 1

Can't open my invoices. Green circle just goes around and around

I couldnt agree more. Since summer 2019 and my business on a bi weekly and monthly processing my clients have continually getting frustrated at the circling and not being able to pay from your horrible network. I have been with QB desktop for 14 years and about to resign my entire merchant network and go somewhere else for my business.  When clients that have paid for 10 years from this invoice link start sending in checks and making me wait for money

..QUICKBOOKS NEEDS TO FIX THEIR ##$$

Mark_R
QuickBooks Team

Can't open my invoices. Green circle just goes around and around

This isn't the kind of experience we want you to have, @Hahpc.

 

This issue was recently reported and already closed. But we've got an update from our engineers on how to fix it and I'd be happy to share it with you.

 

To get this fixed, you'll have to resend the invoice to your client so they'll get a new link to use when paying the invoice. Let me guide you how.

 

  1. In your QuickBooks Desktop, go to the Customers menu.
  2. Select Customer Center.
  3. Look for the specific customer, then set Transactions to show Invoices.
  4. Pick the invoice you'd like to resend.
  5. Once the invoice is open, click the Email button.
  6. Choose Invoice and enter email address.
  7. Click OK.

Once done, let your client use the new link to pay the invoice.

 

I've got you an article for more details: Email Sales Forms in QuickBooks Desktop.

 

You can also read this article to know more about paying invoices online: Common Questions about Paying Invoices Online.

 

In case you need tips and related articles in the future, feel free to visit our QuickBooks Community help website for reference: QBDT Self-help.

 

Feel free to visit us again if you have any other questions. We're always here to help.

letchaosreign
Level 1

Can't open my invoices. Green circle just goes around and around

Hi Mark, 

 

My customers have been experiencing this issue for 2 months. It has gotten worse. More and more customers cannot pay. 

 

Resending the invoice is not a solution - I cannot send and resend every invoice every time. 

 

Customers are getting frustrated - they are trying 12+ times to pay a single invoice. They are getting behind on payments. We cannot get paid.

 

Please, I desperately need a real solution.

 

 

KhimG
QuickBooks Team

Can't open my invoices. Green circle just goes around and around

Thanks for letting us know that your customers are experiencing issues while paying invoices, @letchaosreign.


I want the problem taken care of right away for you to get paid on time. That said, I recommend giving our Customer Care Team a call for assistance in fixing this unexpected behavior.

 

Our representatives can send a request to escalate this to our engineers for investigation. They have all the necessary tools capable of pulling up your account details in a secure environment and add you to future updates.


Depending on your QuickBooks version, check out the steps below to contact support.


QBO: 

  1. Click the Help menu at the top.
  2. On the pop-up, click Contact us.
  3. Enter a brief description of your concern on the What can we help you with? box.
  4. Hit Let’s talk.
  5. Scroll down and click either Start messaging or Get a callback.

QBDT:

  1. Go to the Help menu.
  2. Choose QuickBooks Desktop Help.
  3. Tap the Contact us button.

Please let me know how the call goes and if you have any questions by updating this thread. I'm here to keep helping. All the best!

Nike007
Level 1

Can't open my invoices. Green circle just goes around and around

My customers can’ Open the invoices! 

MaryJoyD
QuickBooks Team

Can't open my invoices. Green circle just goes around and around

I can help in resolving the error your customers are having when trying to open their invoices, @Nike007.

 

Are they encountering any error messages? If so, they'll just need to follow any instructions they see in the error message to resolve it. If none, they'll just have to make sure that their web browser is up to date. 

 

You can also let them right-click the Review and pay button in the invoice email and copy the URL. Open a web browser and paste the link into the address bar. If the link still doesn't open, try another web browser.

 

Refer to the following article for detailed guidance in resolving the error when trying to open the invoices: What to do if customers can't pay their invoices online

 

In case they've already tried these steps and they're still unable to open the invoice, I suggest reaching out to our Customer Support team. They can check your account in a secure environment, isolate the error your customers are having and help you in resolving it.

 

You can do it by going to the Help icon at the top right of the account. Follow the steps below: 

 

  1. Go to the Help icon to connect to a live support agent. 
  2. Click on the Contact Us button and provide some details about this concern.
  3. Provide us with some information about your concern in the What can we help you with? box and click on Continue.
  4. You'll now be provided options on how to connect to our Customer Support. 

 

Check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.

 

Once you've received their payment, follow this article on how to record payment or partial payment for an invoice: Record invoice payments in QuickBooks Online

 

I'm always here if you need help with your invoices and or anything else by leaving a reply below. I'm always here to assist. Take care and have a great rest of the day!

alexclaude1
Level 2

Can't open my invoices. Green circle just goes around and around

SAME ISSUE HERE!

 

A few times a week (which is way too many times for a PAID service) I get that eternal green circle when I want to open and invoice or a quote...!

Right now I'm trying to convert a quote to an invoice, but when I try to open the quote or click "convert to invoice", I get that infinty green circle circling for ever!!

That's really annoying and unaccetable..!

 

 

My spreadsheets summaries and my Excel invoices maybe were rudimentary, but at least they were opening ON DEMAND.....

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