Outstanding invoice has disappeared

Let me provide you with some information about invoices, garyfoss.

Ideally, once you have already created and saved an invoice, the transaction will always remain on the record unless someone deletes it. You'll want to use the audit log to double-check any previous activities made and make sure that the invoice wasn't removed. To do this, sign in as admin and follow the steps below: 

1. Click the Gear ⚙ icon and select Audit Log.
2. Select Filter.
3. Use the fields on the Filter panel to choose the appropriate User, Date, or Events filter to narrow the results.
4. Select Apply.

If you can't find any current activities made within those two weeks, run a report to see if you're able to locate the invoice with a 27,000 outstanding balance. 

However, if you're still unable to locate the invoice, I recommend reaching out to our support team to investigate this further. They have the tools to pull up your account in a secure environment and check on what's happening. Here's how to reach them: 

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

Additionally, you can record invoice payments in two ways. For more details, I've added this article for your reference: Record Invoice Payments In QuickBooks Online. 

Let me know if you have additional questions about creating invoices. I'll always be right here to help you.

Thank you so very much!   I see what happened.   My question now is whether I need Customer Service to reinstate the invoice or I can solve this myself.  

Often, if our company provides identical services for clients, we will copy an invoice and reassign it to another client.   This has worked well over the years, saving much time.   In this case, the invoice for $27,500 that disappeared (#1468) was copied to another client that we performed identical services for.   Instead of assigning a new invoice number, it assigned the same number and the first iteration of #1468 disappeared.   How do I reinstate it?    

Appreciate the update, @garyfoss! I'm here to help reinstate the invoice.

As of the moment, there isn't an integrated option to reinstate or restore a transaction that has been deleted or modified. But you can recreate the invoice making sure to enter the details of the same transaction with the original entry.

Therefore, let's customize your report as shown in the steps above to pull up the transaction details of the invoice in question. Then, use the steps in this article to recreate the invoice: Create Invoices in QuickBooks Online.

You may also read this reference in case you need help with how to personalize and add specific info to your sales form templates: Customize Invoices, Estimates, and Sales Receipts in QuickBooks Online.

It'll always be my pleasure to help if you got questions other than QuickBooks invoicing. Use the Reply button below and leave your comment so that I can further assist you. Stay safe!

Thank you, Jonpril!   Much appreciated.   

When you say enter the details of the same transaction with the original entry, this was a very detailed invoice that took about 30 or so to minutes to create.   Our company does very detailed work that has to be outlined for legal reasons.   Unfortunately, I did not keep a hard copy as this has not occurred in the four years I have been using Quickbooks.   The only thing I could recreate accurately from memory would be the amount of the transaction.   Does the copy exist in the bowels of the system that you can copy and email me?   I am happy to recreate the invoice.   

Also, I know a copy of an invoice is always sent to the client when anything is changed.   As the client - - The City of Abilene, TX - - does not know that my copy of the invoice they were billed has disappeared, it would be very embarrassing and confusing to them if we sent another invoice.    The original was sent to them on November 21 and is hopefully in process to be paid.   

Gary Foss 

Thanks for actively responding, @garyfoss. I understand you'll need a copy of your invoice to track your transactions. 

The Audit log report has the most detailed information on the deleted invoice. QuickBooks records the following in the audit log:

• The date of any change to your books
• The name of the user who made the change
• The type of change or event
• The name of any customer or vendor related to the change
• Any original transaction date and amount

Just ensure you sign in as an admin to access the report. Then, recreate the invoice using the detailed information in the audit log report. 

Additionally, when you recreate the invoice, you have the option to save and close it so it won't send to the recipient. 

I'm also hoping that the invoice gets paid soon. When that happens, you can receive the payment to close the invoice. Check out this article for your reference: Record invoice payments in QuickBooks Online.

Let me know if there's anything else you need. I'll be happy to provide my utmost support.