Custom invoice template not being applied when printing and preview and sending to customers

Thanks for bringing this into our attention, Jeremy.

We've received reports regarding this and our engineers are already working for a fix. I'd recommend contacting our QuickBooks Customer Care Team again. They can add your profile to the list of affected users and keep you up to date about this.

1. Click the Help menu in the upper-right corner.
2. Select Contact us and enter the needed information.

We'd appreciate your patience as we work for a resolution.

Its been 10 days since we raised the issue to Quickbooks customer care. We have been creating the invoices manually outside of Quickbooks in word docx format...... and its extremely time consuming having to copy and paste all information over again from the Estimate when previously we could just do it with a click....... We are not talking about creating a few invoices but thousands..................... Please look into this matter with utmost urgency as it is affecting the operations dramatically. Thx.

Hi, is anyone looking into this matter?? And are many accounts affected? We used quickbooks because of how efficient work is done hence streamlining operations. However, this issue on the custom template has caused alot more trouble, time cost and hindering operations drastically. Please someone look into this matter with utmost urgency.

Thank you.

Hi Jeremy_T,

I can assure you that this is being worked on by our engineers, and we'll update this post when a fix will be rolled out.

Thank you for your understanding.

for the record, I was told it would take approx 7 days to fix the issue. We patiently waited for 7 days hoping that quickbooks can resolve it. For the record, its been 13 days since we raised the issue. thanks.

Hello, I too am having this issue and it is creating MASSIVE headaches! What is the ETA on this, QB has been silent for the past week so I wanted to post that there are others being effected by this. As previously mentioned in the thread... why is this taking so long to fix?  What change broke this feature?  and most Importantly, WHEN will this issue be resolved. I would hope that moving to QBO meant that these kind of issues would be resolved quickly.

Yes seriously when is this going to be solved? Please give us a timeline, not telling me 7 days to solve and we wait patiently for 7 days and after 14 days theres no one updating on the status of the resolution?? Is this case even escalated, and are the backend team working to resolve this expeditiously? Our patience is getting limited.

Hi KCID,

We have no definite time as to when will this be resolved, but our engineers are working on a solution. We will post an update here when this will be fixed.

Thank you for your patience.

Any updates on the resolution please? its been a month!

Thank you. I have been constantly requesting for resolution not only here but with the customer care hotline. Its really very frustrating and time consuming to workaround using the word document instead of the one-click solution. Please i hope this can be solved ASAP. thanks.

Any solution, update please?

Thank you.

Hi there, Jeremy_T. 

Our engineers are still working to resolve the issue about the invoice templates. We will email you as soon as we they get it working again.

If you haven't already, please follow the steps above to call our phone support. They will be asking for your contact information for us to send you the notification.

We appreciate your patience while we're working on this one. 

Hi there, @Anonymous, 

Yes, I've checked here on my end that the investigation is still open about the invoice template always resorting to standard. Our Product Development Team is currently working to have a permanent fix within a quickest time. 

For your progress invoicing concern, the program is designed to work with the Airy Template. Just to verify, which specific custom invoice template are you using for your progress invoicing? This way, I can check here on my end if there are ongoing issues specific for a template. 

If you want to use your chosen custom template, you can perform the workaround steps below: 

1. Open the estimate and mark it as closed. Please don't convert it to an invoice. 
2. Manually create an invoice based on the info prefilled from the estimate. 

In the meantime, please give us a call to our QuickBooks Online Customer Care Team. By doing so, they'll be able to add your company to our notification list. Email updates will be sent as soon as the issue is resolved.

We thank you for your patience, @Anonymous. You can count me in if you need anything else. 

Please stop repeating that your engineers, your product team etc is working on it working on it.... please give specific timeline, what is causing the issue and how you all are fixing it? Will your engineers or product team give us back lost time? Do you know how much additional time required to manually recreate the invoice? It’s double work! 

There’s so many people affected. Yet one month and no resolution. This is a joke.

Thanks for reaching back out to us, @Jeremy_T.

Allow me to take a moment in this conversation and provide some information about your invoice concern.

We currently don't have a specific time frame on when is this going to be fixed. However, if you've already reached out to our Customer Care Team, rest assured that you'll receive notifications about the updates of this issue.

Also, I'd suggest visiting our QuickBooks Online Blog to keep updated with our latest news and updates. 

Lastly, as soon as an update is received, I, or another member of the Community team, will be happy to update this thread and let you know so that you can get back to business.

You've got me here if you have any other questions with QuickBooks Online. I'd be pleased to help you out. 

We too have been having this issue for the last several weeks! Patiently awaiting a resolution!

Thanks!

Hi, @DarthBader.

Thanks for joining this thread. I'm here to help provide some update about the custom invoice template issue in QuickBooks Online (QBO).

The investigation status of this issue is in progress. Our engineers are still investigating the root cause of this unexpected hitch and are working to implement a solution. 

Rest assured, we’ll keep you posted once the issue is resolved. If you’ve been added to the list of the affected users, you’ll be notified through email. 

I appreciate your patience as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out. 

Are your engineers really working on it? How long do you need to resolve this issue? It’s seems quite simple as a lay person.....

Yes, they are still working on this matter, Jeremy. We don't have a specific timeline on when it will be fixed, but I'll assure you that they'll provide updates from time to time. If you haven't received any email messages, it'd be best to reach them via phone for updates. You can follow the steps on the initial replies to reach them.

I'll also get back to this thread once we receive additional information about the issue. I'd appreciate your patience as we get to the bottom of this.

Same here, really annoying and costs a lot of time. Actually, I am surprised to read all this, while I have been in contact with support for more than a week and they have no clue.

Hi Nickel,

There has been an open ticket about this issue and our engineers are still gathering data for their investigation.

You'll want to contact our Customer Care Support again to get you added to the list of affected users.

We'll surely update this thread once the issue is resolved.

We're always here to help if you have other questions.

Please add me to that list. This has really gummed up our quote and invoicing processes ... real money!