Name is not displaying on customer invoices. Is someone coding in production???

Hello there, @luvdogs914.

Thank you for posting and sharing your experience while working with invoices in QuickBooks Online (QBO).

If you're referring on the name that reflects when printing invoices, you must have checked the box beside Use display name under the Customer information to show the display named used. Let me show you how:

1. Click Sales at the left pane.
2. Select Customers.
3. Select a customer in the Customers page.
4. Click Edit beside New transaction.
5. Under the Display name as column, type in the display name you want to appear on the invoice.
6. On the Print on check as, put a check-mark on the box beside Use display name.
7. Click Save to save the changes.

That would display the display name used while printing invoices. If you're referring to something else, feel free to let me know. I'd be glad to help!

Tried the steps you listed and still does not show up on the invoice when I print or email it

Hi there, @Madinfla.

I'd be glad to help you display the customer's name on invoices. We can perform some troubleshooting steps to fix this. 

There are times that the browser is full of frequently-accessed page resources, thus accumulating and corrupts the browser cache causing the runtime user interface to malfunction.

To start, access QuickBooks account using a private/incognito browser. You can use the shortcut keys below:

• Google Chrome: Ctrl + Shift + N
• Internet Explorer: Ctrl + Shift + P
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Once you're in, create an invoice again to check if it works. If the name is displayed on the invoice, we'll go back to your regular browser and clear the cache to get rid of the stored junk files.

If the same thing happens, you can use other recommended browsers. It could be that the one you're currently working on has a temporary issue with QuickBooks.

Also, I've added this article that can guide you in creating and sending invoices in QuickBooks Online.

Please let me know if you have other queries about managing your invoices. I'm here to help. Have a great day.

Hi there. I have this same issue. Did you get it working for you, Madinfla?

I've tried an incognito window but that was no different. It only displays what is in the Bill To field.

Cherry

Hello there, @Ceevee.

Welcome to the Community. Let me share some clarification about the invoices in QuickBooks Online.

The customer name will only display under the Bill To section when emailing or printing an invoice. Currently, the option to add another field for the name using the sales template (invoice) is unavailable.

I appreciate your input on this feature. We always update the features in QuickBooks Online, and this preference might be added in the future.

As we assess this, I suggest you visit our QuickBooks Blog to stay updated with all the changes that are being made.

For additional reference, you can use the following article to personalize invoices in QuickBooks: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Feel free to hit that Reply button if you have additional questions or clarifications. Have a great day ahead.

AlcaeusF, what do you mean by "sales template". I'm referring to what displays when we share an invoice link with a customer and they click View Invoice, the printer icon or the download icon.

Let me ease your confusion, Ceevee. 

The sales template my colleague meant is the invoice template. As he said, the customer name will only show under the Bill To section when emailing the form.

You can also check the articles they've provided at the top to guide you.

We're just around if you have more questions. Feel free to click the Reply button below.

Hi Kristine. I am not confused at all - merely reporting a feature that is not working correctly! Here is an update a few hours ago from our "QuickBooks Certified ProAdvisor / Elite" bookkeeper:

"I have been on the phone with QB support. An investigation was opened this morning.  They have received reports identical to our issue--most invoices are fine, some are missing names.  We tried a few possible fixes, but nothing has worked yet.  They believe that it is due to an update, which I would believe to be the case as it appears that several updates have erratically "broken" something seemingly unrelated.  We have been added to the investigation."

Let's hope they can fix it soon.

Same here, tried incognito window too

Customer name is simply not showing up once updated

Hello anandshah!

I suggest reaching out to our Customer Support Team so they can further investigate why the customer's name isn't showing on invoices. 

The new "Help" menu interface: 

1. Click the (?) Help icon and choose the Talk to a human option (then type it again when prompted).
2. When asked by the bot, enter "Invoice".
3. Select I still need a human, then proceed with Contact us.
4. Tap Let’s talk then choose either Get a call or Start messaging. 

For the old "Help" menu:

1. Click the Help icon, then the Contact Us button.
2. Enter "Invoice" in the What can we help you with box.
3. Proceed with the Let's talk button.
4. Select either Start messaging or Get a call button.

You'll want to check these articles for more info about invoices.

• Automate invoice reminders in QuickBooks Online
• Use automated sales tax on an invoice or sales receipt

Keep on posting if you need more help. Take care!

I have this now in March, customer specifically asked for the invoice business name to be changed, it's not showing any name at all no matter what I do! Just the address is showing, not name, company name, or display name as. Each are saved on the customer account, just won't show on the invoice.

Anyone get anywhere with this? Makes us look like idiots when we change a name as requested by QBO doesn't show anything at all.

Hello, pumprescue. 

Thank you for joining the thread in QuickBooks. Let's verify if it's related to a browser issue. I suggest logging your account using a private browser/ incognito mode. Private browsing prevents cookies from being stored on your computer, making it a great place to identify browser issues. Use these keyboard shortcuts:

• Google Chrome: Ctrl + Shift + N
• Safari 11 or newer: ⌘ + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P  

​​​​​​​​​​​​​​​​​​​​​ 

If it's working fine, you can clear the cache to start on a clean slate. This process helps the browser to fetch the latest version of the web page and a faster browsing experience. You can also use other supported browsers as an alternative and to roll out the possibility of a browser-related issue.  

Please let me know if you have additional questions in QuickBooks. I'll be here to help however I can. Stay safe!

The customer can't see his business name on the invoice either...and he's not using our computer.

Logging in Incognito, then clearing cache didn't change anything, it's a problem in Quickbooks otherwise it wouldn't happen for both of us.

It's just not pulling the information from the name fields as it would for every other invoice (so far anyway).

Weird.

I appreciate all the efforts that you've exhausted just to get this working, pumprescue.

Clearing the cache and accessing QuickBooks through a private window is a good start in isolating the issue. Since the issue persists, I recommended contacting our technical supports. This way, we'll be able to look into your account and investigate this unusual behavior. Here's how:

1. Go to the Help icon.
2. Select Talk to a human from the Here are some ways to get started section.
3. Enter "Talk to a human" again in the search bar.
4. Choose I still need a human, then click Get help from a human or Contact us.
5. Select Get a callback or Send a message to start a conversation.

Additionally, here are some articles that you can read to help manage your invoices in the program:
 

• Record invoice payments

• Customize invoices

• Report of invoices that are due on a specific day

If I can be of any other assistance, don't hesitate to tag my name in the comment section. I'm always here to back you up.

I have the same issue! One hour ago everything was displaying properly. After lunch break customer name has disappeared from the invoice, it shows only the address.

I tried to clear cache, to change the browser - nothing help. Someone has to fix this once and for all!!! 

Hello, @qatarisun.

I'm here to guide you in performing an additional troubleshooting steps to isolate this unexpected behavior. Let's start by accessing your account on a private browser or an incognito browser. You can use either of these keyboard shortcuts:

• Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Then, let's try creating a new invoice template. Here's how:

1. Go to the Gear icon.
2. Choose Custom Form Styles.
3. From the Custom Form Styles, click the New Style button.
4. Choose the invoice style you want to use from the Design column.
5. Click Done.

Once completed, make sure to use the latest style you designed in creating the new invoice.

If the issue persists, I'd recommend contacting our Customer Care Team. A specialist can securely look up your account and further investigate the root cause of this issue.

Let us know if you have any other questions, or concerns. Thank you for your time and have a nice weekend. 

Hi, All, Came here to figure out why the customer's name was not printing on the invoice. If you have edited the billing address in the customer's detail screen, it may not be displaying the same way on the invoice editing screen. Just make sure the addresses are entered exactly the same, then the name appeared! 

Adjusting the address hasn't fixed the issue for me unfortunately.

I just talked to Intuit and they said their "engineers are working on it", but now I see that this is a known issue for many months with no resolution? What is going on?

Hello, btooke. 

Since you're still experiencing the same issue, I'd suggest you contact our Customer Care team at this point. They can help review your account thoroughly to see what's causing this to happen and help you fix it.  

1. Click the (?) Help icon and choose the Talk to a human option (then type it again when prompted).
2. When asked by the bot, enter "adjusting address".
3. Select I still need a human, then proceed with Contact us.
4. Tap Let’s talk then choose either Get a call or Start messaging. 

Reach out to me in the comment section below if you have any additional questions. I want to make sure everything is taken care of for you. I'll be here to help. Have a good one!

I am having the same problem as well. I just printed 37 invoices and 2 don't show the names. All of the rest were fine. I have gone through all of the details on the 2 customers missing names and nothing is different than the others. I guess we will have to hand write the names in. Very unprofessional. We pay a lot of money each month for this platform to have to send invoices out without names on them. This has been going on for quite some time with us as well. I just googled this to see if there was a fix yet. Obviously not.

I had the same issue. Happened after changing the customer address, then the customer name would not appear on invoices.

The address appearing on the invoice was not the same format as the one I had edited in the customer details screen. Once I had them matched up, the customer name reappeared on the invoice again.

Hello there, Simon_H.

Issues like missing customer names on invoices can be fixed by performing some basic browser troubleshooting like the previously mentioned above.

If you've done all the recommended steps shared by this thread, I suggest contacting our QuickBooks Care Team. This needs to be investigated thoroughly so they can come up with a permanent fix.

Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

Check out this article for our contact information. Click on the QuickBooks Online (QBO) drop-down to see the most updated support schedule: Support hours and types.

You might want to read through this guide on how to customize invoices, estimates, and sales receipts: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Anything else you need help with can be answered here in the Community. Just let me know and I'd be happy to assist. Have a good one.

Hi paulah,

clearing browser does nothing on this issue as I'm sure you've found, the only thing I found to fix it (on QB Online) was someone finally suggested to make any alterations to the invoice name if needed (these were the ones that didn't show the name for me), save it, then from the drop down list beside 'print', select 'copy' the invoice. On the copy, in my cases, the name then showed. You then delete the original and carry on as normal.

Hope this helps.

We are seeing this occasionally and it may well be a cache issue, however, what has not been clarified is the issue seems to present itself at the point of form creation. For us either estimate or invoice, but may affect other forms. When the form is created the system will try and automatically add the name and company details to the address on the form. If this fails, the form is still created, however, the name and business name will be missing. You would need to try and keep an eye on the form you are creating and look out for the ,missing details.

Now, the confusion here, is that once the sales form is created it is a snapshot of the address as it was then, no amount of clearing the cache will alter the address that is saved on the sales form. The only way to do that it to manually alter the details by editing the form.

I have found that I may have the browser sitting open for days with multiple tabs of QBO open and performance takes a drop. I would advise that to minimise problems like this that at least the browser is restarted daily, preferably the whole device.