Duplicate invoices generated for a client without my action. Happened when generating reminders. Same detail but with different invoice numbers. Why is this happening?

I'll help you get rid of the duplicates, julikabarrett.

Normally, sending reminders won't create a duplicate transaction. It will only include a PDF copy of the original invoice. To isolate the issue, you'll want to make sure that there are no recurring invoices set for that customer. Here's how to check it:

1. Go to the Gear icon.
2. Select Recurring transactions.
3. Check if there's an active recurring invoice for that customer.
4. If you find one, select the drop-down arrow from the Action column.
5. Choose Pause or Delete, then click Yes to confirm the changes.

Once done, go back to the Invoices tab to delete the duplicate transaction.

I'm also adding this article to learn how to design and personalize the invoices that you send: Customize sales forms.

Drop me a comment below if you have any other concerns or further questions about invoices. Have a great day ahead.

Hi julikabarrett,

Hope you’re doing great. I wanted to see how everything is going about the issue in your invoices yesterday. We're you able to get rid of the duplicates? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.

Looking forward to your reply. Have a pleasant day ahead

Hi! I wonder if you could please assist. The last two invoices that I sent to clients (I have been with QuickBooks for years) were sent twice to my client - which is not ideal. I have tried contacting support, but they say that it is not available any longer. Could you please assist me? I would greatly appreciate it!

It's good to have you back here, @innovativeza. We understand this isn't a situation you usually experience in QBO after sending an invoice to your clients. Moreover, we also appreciate your effort in contacting our live support. Let me add some insights that will help us fix this.

At the moment, there's no existing investigation into this issue. In the meantime, to confirm this isn't happening to your other clients, let's generate a sample invoice and send it to your email. 

After that, check your email. If the same issue persists, let's perform some basic troubleshooting steps. Let's start by opening your QBO account via incognito mode to avoid storing cache data. Accumulated data from your regular browser may cause odd behaviors while navigating QBO. We can use the shortcut keys below as shortcuts:

• Google Chrome: press Ctrl + Shift + N
• Mozilla Firefox: press Ctrl + Shift + P
• Microsoft Edge: press Ctrl + Shift + N
• Safari: press Command + Shift + N

If this works, clear the cache of your regular browser to remove accumulated data. If the issue persists, you can use another supported browser or device. It might be that the current one you're using has a temporary issue with the program. 

Feel free to read these articles to help you manage your invoice transactions:

• Create the same invoice for multiple customers in QuickBooks Online.
• Create recurring transactions in QuickBooks Online.
• Customize invoices, estimates, and sales receipts in QuickBooks Online.

We're delighted to have you here, @innovativeza. For additional questions, don't hesitate to reply to this post. We'll respond to you as soon as possible. Take care.

Thanks very much for getting back to me so promptly.

Please note, it is not when creating a new invoice or on recurring invoices. Basically, once I have allocated my payment, I go to the invoice and I hit the SEND button (refer to the screenshot), which sends to the client showing them that their invoice is now on a zero. The last two invoices that I sent in this way, both were sent twice. I have just tried again, for the third time (I can only send one screenshot - so I was unable to attach it) and again, it has come through twice...

I don't really have time to sit and create duplicate invoices and test, something perhaps has changed, as this has never happened in the past - and I no longer have access to support either, which is rather frustrating, after all of these years. I don't have a dedicated accounts department to assist me with these issues, hence the reason for QuickBooks.

Is there any other way to go about fixing this, as it doesn't look very good on my 'accounts' side that these emails are being sent twice.

You're welcome, @innovativeza. It's our pleasure to help.

To further investigate what's happening to your account when sending invoices, I suggest reaching back to our Customer Support team. They can isolate the error you're having using their tools in a safe and secure environment and help you resolve it. 

You can reach our Customer Support for QuickBooks Online (QBO) 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.

See this article for more information about recording invoice payments in QuickBooks Online once you receive invoice payments. 

You can always get back to me if you have questions or other concerns by leaving a comment below. I'm always here to assist. Have a great rest of the day!

Hi, thanks for the feedback.

As previously mentioned, I have tried numerous times to reach out to support, but I get this message:

Unfortunately, our help channels are currently closed.

So I am unable to chat with someone in support. This is also a new issue, as I have always in the past been able to reach out to a human at support.

I look forward to your prompt assistance, thanks!

Hello, @innovativeza. I appreciate your prompt reply and the steps you've taken in reaching out to our Customer Support Team. Allow me to chime in and share insights about their working hours.

The message you encounter like "Unfortunately, our help channels are currently closed" when trying to access QuickBooks Online (QBO) support, typically means that you are trying to reach them outside their regular support hours. 

To ensure, you can contact the right person to get help. QuickBooks Online Plus, Essentials, and Simple Start support hours are from Monday to Friday, 6 AM to 6 PM PT, and Saturdays from 6 AM to 3 PM PT. However, for QuickBooks Online Advanced, you can contact them at any time, on any day. For more details, see this article: QuickBooks Online Support.

Additionally, let me share these resources that will help you with your invoice payments and how to personalize sales forms in QuickBooks:

• Record invoice payments in QuickBooks Online
• Customize invoices, estimates, and sales receipts in QuickBooks Online

Please inform me if you successfully reach them or if there's anything else I can assist you with. The Community Team is always available to help with any questions you may have about QuickBooks. Take care.

Thanks Jose

Over the last 24 hours, I have also been experiencing the same email duplication problem. This has happened when sending Invoice Reminders, Estimates, and Invoices. I have no recurring transactions. I have been using QBO for nearly 3 years for two different companies and have not experienced this problem in the past. I have made no changes to my operating conditions - continue to use a Chrome browser, same computer, etc. A couple of customers were confused by receiving two emails, thinking they were different, then realizing both had the same information. 

Thank you for being one of our QuickBooks family for three (3) years, @apsdynamics. I appreciate you using the recommended operating system to get the most out of QuickBooks. Know that we listen to your sentiments about having the same issue with everyone in this thread.

I understand you've made no changes to your operating conditions and have no recurring transactions. Therefore, the email duplication issue when sending Invoice Reminders and Estimates is an odd behavior.

Sales forms are critical for customer communication. I agree that receiving two emails with the same information may cause confusion that affects the vendor-client relationship. To resolve this, I recommend contacting our Support Team. They can help figure out the reason behind this and provide resolutions.

Here's how:

1. Go to the Help icon and choose Search.
2. Click the Contact Us button and enter your concern.
3. Press Continue.

For more tips on enhancing or personalizing sales forms, refer to this guide: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Once everything is settled, you can check out this reference for the complete details of receiving payments: Record invoice payments in QuickBooks Online.

Our Support Team is willing to assist you in sorting out this duplicate email issue. If you need help with handling your receivables, add them below. We're always here to help you.