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tami2
December 19, 2018
Question

Has anyone else had an issue with duplicate invoice numbers on monthly recurring transactions even after the settings have been verified correct?

No text available

8 replies

KhimG
Level 7
December 20, 2018

Thanks for coming to the Community for help, @tami2.

 

I’m here to address your concern about duplicate invoice numbers on your monthly recurring transaction. 

 

We haven’t received reports similar to this from other users. It’s possible that the recurring invoice transactions are damaged so let’s try deleting and recreating them.

 

To delete: 
1.    Go to the Gear icon and select Recurring Transactions.
2.    Find the transaction or template you want to delete.
3.    Choose Delete on the drop-down arrow under the Action column.

 

 

 

For more information, please refer to this article: Remove recurring transactions or templates.


To create: 
1.    Go to the Gear icon and select Invoice.
2.    Fill out the form.
3.    Choose the types of payments that you accept under Online Payments.
4.    Select Make recurring. 

 

 

 

You may take a look at this article for additional information: How to create a recurring invoice and manage recurring transactions.

 

That should help get you back to business. If you have any more questions, please leave a comment and I will be more than happy to assist!

AK621
March 19, 2021

I, too, am having difficulty with one customer who is double invoiced each month.  I turned off her recurring invoice last month and yet still had the duplicate ghost invoice show up again.  I'm unsure how to proceed since she's no longer listed in my list of recurring customers but the invoice continues to be sent.  How do I delete it?  Thank you

ZackE_Moderator
Moderator
March 19, 2021

Welcome to the Community, AK621.
 

Since you've deleted your customer's recurring template, but they continue receiving an invoice you didn't manually send them, I'd recommend checking if there's any additional templates for their profile.
 

Here's how:

  1. In the left navigation bar, go to Reports.
  2. Enter "Recurring Template List" in your Find report by name field, then click Recurring Template List.
  3. Hit Customize, then use the Filter option and tick your Name checkbox.
  4. In the Name field, choose your customer.
  5. Select Run report.


Each item listed on the report is a separate template. If you see any that you'd like to delete, take note of what they're named.


When you're finished, they can be deleted:

  1. Use your Gear (⚙️) icon, then pick Recurring Transactions.
  2. Find each one that's causing your issue.
  3. In their Action column's drop-down list (▼), press Delete.
  4. Click Yes to confirm deletion.


I've additionally included a detailed resource about managing recurring transactions that may come in handy moving forward: How to create a recurring invoice & manage recurring transactions
 

I'll be here to help if there's any questions. Have a lovely Friday!

Jagster1000
May 7, 2019

I am having a problem with duplicate invoices.  When I synch with our WMS (acctivate) invoices are getting replicated every time I synch.  

    MaryGraceSModerator
    Moderator
    May 7, 2019

    Hello there, @Jagster1000.

     

    Thanks for posting your question here in the Community. I'd be happy to help get this taken care of today.

     

    Since you're using a third-party application to download invoices to QuickBooks Online (QBO), I recommend contacting them so they can help you look for ways preventing these duplicates occur in the future.

     

    In the meantime, let me walk you through deleting those duplicate invoices manually in QBO. 

     

    Here's  how:

    1. On the left pane, select Sales.
    2. Select the All Sales tab.
    3. Select the Filter drop-down.
    4. From the Type drop-down, choose Invoice, then select Apply.
    5. Find and open the duplicate invoice.
    6. Click More at the bottom.
    7. Select Delete.
    8. Click Yes.

    For more information and screenshots, you can check out this helpful article: How to void or delete an invoice or other transactions.

     

    Let me know if you need further assistance, I’ll be happy to help you further. Have a great day!

    WCPiano
    November 10, 2021

    Hi,  I have over 80 monthly recurring payments set up and every customers using American Express produces two duplicate invoices and they always error for automatic deposit.     I have to manually dismiss each payment, go to customer account, delete one of the invoices and then manually enter the payment.   This is a real problem and time waster.   I have written multiple bug reports and have chatted with online support..   I have allowed screen sharing to show this problem and no resolution has been provided.   I have tried deleting and resetting these and it doesn't help.   All the transactions that use Visa>MC process properly.  

     

     

    JonpriL
    Level 9
    November 10, 2021

    I hear you, @WCPiano. I'm here to make sure you're able to process recurring payments.

     

    Ideally, you may encounter issues with customers' recurring payments that didn't go through, and the authorization problems or missing info are the most common reasons.

     

    You're on the right track, deleting and recreating them is the best way to fix these issues. While we're on that page, please take note of the following things to avoid:

     

    • The address has special characters
    • It's an international card. Cannot take an international credit card due to an invalid zip code
    • Some credit cards, like flex spending cards, can only be processed through certain business types
    • Required voice verification to confirm that you can charge the card

     

    Now to recreate them, make sure to enter this information correctly to avoid repeating the error:

     

    • The credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long
    • You need to enter a verification code. For cards, like Visa, Mastercard, and Discover cards, it's the 3 digit code on the back of the card. For American Express, it's the 4 digit code on the front of the card
    • No special characters or spaces in the credit card number or other data fields
    • Use the customer's address from the US USPS website

     

    I'm adding this article to learn more about processing recurring payment issues: Fix Issues with Customer's Declined Credit Card Payments.

     

    Additionally, I'd still recommend calling our QuickBooks Payments Team. Our specialists online have the tools to pull up your account, securely, and deeply discuss how you can reprocess the payment.

     

    Lastly, the following references below may also help you understand what are the common while processing these types of payments:

     

     

    I'm just a post away if you have any other questions about recurring credit card payments or with QuickBooks Online. I'll be happy to help you out. Take care and stay safe!

    WCPiano
    November 10, 2021

    Thanks for the information.  I have several years of using the recurring payments and inputting these into the system.    I don't have any problems with the Visa/MC cards.  There is definitely a problem with the AMEX cards in recurring payments.    I have 88 monthly transactions that all process on the same day of the month.   12 of these are AMEX and they all error out and have to be manually dismissed, (which the QB warns you against) but there is no way to get the deposit to process.

     

    All of these AMEX Transactions produce duplicate invoices....none of the Visa/MC process.   I have to go delete one of these invoices for each customer and then manually received the payment.  There has to be a programing problem with the AMEX.

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