Level 7

Question

I changed my invoice template and added a custom message but it does not show when I see the Print Preview

31 replies
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QuickBooks Online

MichaelDL

Level 4

Leave it to me, @lindak1119.

I'll help you get to the bottom of why that custom message isn't appearing in the Print Preview window. Begin by verifying the custom message was saved like so:

Changing Invoice Message to Customer

From QuickBooks Online, click the Gear icon (⚙) > select Custom Form Styles.
On the form you're using to send the Invoice > click Edit.
Navigate to the Emails tab > open the Standard email section.
Verify the message you created is still saved in the field that appears > click Done.
Navigate to the Invoice you'd like to send > Click Customize > make sure the template you verified the message on is selected.

Check out our extensive guide on setting up and changing customer addresses for more information. I'm attaching a video below which serves as a brief video demonstration of this:

Please don't hesitate to let me know should need any additional assistance, I'm always up to talk QuickBooks. Thanks for bringing us your question and take care.

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cecem3

I can't get the custom message to show when I print out the invoice.

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David-212915

Level 5

Welcome to the thread, @cecem3. I'm here to lend a hand with your invoice.

Since this is a new template, I'd recommend seeing if it's been applied to the invoice. Here' show:

Open the invoice.
Click Customize.
Select the desired template.
Click Print or Preview.

For an overview of customizing transactions in QuickBooks Online (QBO), I recommend the following article: How to Customize Invoices in QuickBooks Online.

I'll be waiting on standby should you need further assistance with the template. Have a wonderful day.

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travsirocz

Has this been fixed yet? I am having the same issue of my custom message not showing up towards the bottom of invoices. Thank you.

AlexV

Level 10

Hello travsirocz!

Our team is still investigating the root cause of this issue. I know you want this to get resolve as much as I do.

I suggest you reach out to our Support Team so that your info will be included in the case.

Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
When asked by the bot, enter "Custom Invoice".
Select I still need a human, then proceed with Contact us or Get help from a human.
Choose either Chat or Callback.

I added some links you can check. These can help you in running the most used financial reports and recording payments:

Post again here if you have other customer-related concerns. I'll help you!

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tm225

We are having this issue as well. Any updates to the fix??

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JackAle

Also experiencing this issue.

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CharleneMaeF

QuickBooks Team

It's our priority to ensure this issue gets resolved, JackAle.

Before providing any troubleshooting steps, I recommend sharing more details of your concern. Doing so helps us provide an accurate solution. A screenshot would be a great help too,

I hope you can respond to me on this thread so we can work on your concern together. Please know I'm ready to assist further. Have a good one.

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JackAle

It's the same issue as described above:

Using Custom Form Styles, I have a form style that includes a "message to customer" in the Content tab. This message does not show up on the actual invoices that use this form style.

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crewjoy

Just bumping this in the hopes that someone is reading. Problem remains:

The Message on an invoice template doesn't show up when an invoice is actually generated. Other changes show up, but not this one.

JenoP

QuickBooks Team

We'd want to make sure all details are showing up when the transaction is generated, crewjoy.

I also wanted to ask what have steps you tried so far? Have you created a new template to check if the message would show up. I'm asking these questions because the investigation that was previously mentioned in the old responses has already been closed and resolved. This is to also test if the template you're currently using is the one that's having the issue.

If you haven't tried it yet, follow these steps on how to create a new template:

Go to the Gear icon and select Custom form styles.
Click New style in the upper-right hand corner and select Invoice.
Proceed to the Content tab and click on the pencils (you’ll see them in white) in the right-hand corner.
Scroll-down to the Message to customer on section and type in your message.
Click Done to save the changes.

After that, create a new invoice and print it to check if the message is now showing up.

I'd also like to share a couple more articles about customizing sales forms in case you might be interested in using them:

Don't hesitate to share updates and let me know if the message is now showing up. You can also reach out to us again if you need anything else.

nathanelcoate

It won't update existing invoices but will update all new invoices.

Just go back over your open invoices and paste in the customer message and save.

The message will automatically appear even in the invoice on screen for all new invoices but won't retrospectively do this for existing invoices.

Using the Customer Message field is not a template change as such, it literally fills in the detail to the Customer Message field on the actual invoice.

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TZed

Thank you Nathanel !!

You nailed it!

I didn't want to be stuck with a list of new invoices creating the same issue, so I kept checking back to my last saved invoice where this problem with the message arose.

After reading your answer it made sense and I courageously went ahead and made up a new invoice, saved, and Previewed - Voilà! -it was good.

I hope all the other users have seen your answer.

A

Angie-Rock

Well, that is frustrating that I can't change all my current open invoices (100+) and have to create new ones to relay important information and change the current message that is on the existing one! I've spent the last two days about to pull my hair out trying to change this, only to find this thread saying I have to start over! QuickBooks is great. However...there are too many limits on things that I want to customize! My company is a concrete/gravel pit offering products to homeowners and contractors. So - of course, we offer our contractors different billing periods and better rates than the average "Joe" but there really doesn't seem to be a way to categorize them into different groups, and then have a set template for contractors vs. homeowners. The statement options are also horrible! The online payment option is per individual invoice, not by monthly statement. If anyone has suggestions on any of this....PLEASE let me know!

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J_Jan

New Member

I wanted to chime in here, hoping to save a newbie out there (like me) some frustration. We couldn't figure out why, after changing the invoice template, the custom message showed on the preview but not on the actual invoices.

It turns out, we have to add this manually (copy & paste) to all our existing invoices. Once the invoice is in the system, it doesn't pull new content changes from the template. Because we invoice our customers weekly and normally duplicate the previous invoice, make the necessary changes, and save the current week's invoice, this would never show up. New invoices, 'started from scratch', would bring in the new verbiage.

Hope this makes sense and helps someone else!

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