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Frequent Contributor *

Custom invoice template not being applied when printing and preview and sending to customers

I have been using the Custom Invoice Template for the longest period of time up until 10 days ago when the custom invoice template is not being applied when Creating Invoice from Estimate or Creating a New Invoice. The invoice template reverts to the Standard quickbooks invoice template when i click on 'Print and preview'!!

 

QB helpdesk had tested my custom invoice template and noted no exceptions. They informed it could be a backend problem and affecting many users and are investigating. Is the backend team working expeditiously to remedy the situation?? Anyone else facing the same issue? Thank you.

Solved
Best answer 06-20-2019

Accepted Solutions
Moderator

Re: Custom invoice template not being applied when printing and preview and sending to customers

Thank you for taking the time to voice your concerns here. This is certainly not the experience we want you to have. Here are some additional details and a solution to use your imported/uploaded invoice template.

 

This concern is caused by a limitation in Progress Invoicing. The best way to fix this is by turning off the Progress Invoicing setting. After that, your imported (custom) invoice will display when converting an estimate to an invoice.

 

The Progress Invoicing setting can be turned off using the following steps:

 

Within QuickBooks Online > Select the Gear Icon > Accounts and Settings > Sales > Progress Invoicing > Uncheck box > Save

 

setting.jpg

 

What is Progress Invoicing?

Progress Invoicing (Progress Billing) allows you to create multiple invoices from an estimate so you can keep track of the progress of a particular job.

 

Why doesn’t my imported form display when I convert an Estimate to an Invoice?

The System Template (Airy new) is the only template compatible with Progress Invoicing at this time. This template can be customized to display the progression of invoices and provide key information, such as Estimate Summary and the Due column. This level of detail is not available on imported invoices.

 

What if I do not bill in progression or use Progress Invoicing?

You can simply turn off the Progress Invoicing and your imported invoice will display when estimates are converted to invoices.

 

What if I use Progress Invoicing and an imported invoice?

Imported invoices are not compatible with Progress Invoicing at this time. For the best experience, please utilize the Airy new template, as the level of detail needed will display using this template.

 

We are always looking for ways to improve our products and services and your feedback has been shared with our product teams. Short term, please use the solution provided above. I will circle back with this thread once we have finalized a solution to use imported/uploaded invoice templates with progress invoicing.

91 Comments
Moderator

Re: Custom invoice template not being applied when printing and preview and sending to customers

Thanks for bringing this into our attention, Jeremy.

 

We've received reports regarding this and our engineers are already working for a fix. I'd recommend contacting our QuickBooks Customer Care Team again. They can add your profile to the list of affected users and keep you up to date about this.

  1. Click the Help menu in the upper-right corner.
  2. Select Contact us and enter the needed information.

We'd appreciate your patience as we work for a resolution.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Its been 10 days since we raised the issue to Quickbooks customer care. We have been creating the invoices manually outside of Quickbooks in word docx format...... and its extremely time consuming having to copy and paste all information over again from the Estimate when previously we could just do it with a click....... We are not talking about creating a few invoices but thousands..................... Please look into this matter with utmost urgency as it is affecting the operations dramatically. Thx.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi, is anyone looking into this matter?? And are many accounts affected? We used quickbooks because of how efficient work is done hence streamlining operations. However, this issue on the custom template has caused alot more trouble, time cost and hindering operations drastically. Please someone look into this matter with utmost urgency.

 

Thank you.

QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi Jeremy_T,

 

I can assure you that this is being worked on by our engineers, and we'll update this post when a fix will be rolled out.

 

Thank you for your understanding.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

for the record, I was told it would take approx 7 days to fix the issue. We patiently waited for 7 days hoping that quickbooks can resolve it. For the record, its been 13 days since we raised the issue. thanks.

Experienced Member

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hello, I too am having this issue and it is creating MASSIVE headaches! What is the ETA on this, QB has been silent for the past week so I wanted to post that there are others being effected by this. As previously mentioned in the thread... why is this taking so long to fix?  What change broke this feature?  and most Importantly, WHEN will this issue be resolved. I would hope that moving to QBO meant that these kind of issues would be resolved quickly.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Yes seriously when is this going to be solved? Please give us a timeline, not telling me 7 days to solve and we wait patiently for 7 days and after 14 days theres no one updating on the status of the resolution?? Is this case even escalated, and are the backend team working to resolve this expeditiously? Our patience is getting limited.

Highlighted
QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi KCID,

 

We have no definite time as to when will this be resolved, but our engineers are working on a solution. We will post an update here when this will be fixed.

 

Thank you for your patience.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Any updates on the resolution please? its been a month!

Community Manager

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hello Jeremy_T,

 

As I've checked the status of this issue, it says that our engineers are still working on to get this fixed. For now, I'll take note that you've been reaching out to us and I'll personally send feedback.

 

We'll keep you posted once there's an update. Thank you for your patience. 

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Thank you. I have been constantly requesting for resolution not only here but with the customer care hotline. Its really very frustrating and time consuming to workaround using the word document instead of the one-click solution. Please i hope this can be solved ASAP. thanks.

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Any solution, update please?

 

Thank you.

QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi there, Jeremy_T. 

 

Our engineers are still working to resolve the issue about the invoice templates. We will email you as soon as we they get it working again.

 

If you haven't already, please follow the steps above to call our phone support. They will be asking for your contact information for us to send you the notification.

 

We appreciate your patience while we're working on this one. 

Experienced Member

Re: Custom invoice template not being applied when printing and preview and sending to customers

I am having the same problem and have been waiting for an update for about a month. However, the custom invoice template created from word has worked a couple times when I create a new invoice. I do most of my invoicing from estimates especially when progress invoicing. When I create an invoice from an estimate, it reverts to the standard quickbooks invoice template no matter what custom invoice is selected. 

QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi there, @Tim H

 

Yes, I've checked here on my end that the investigation is still open about the invoice template always resorting to standard. Our Product Development Team is currently working to have a permanent fix within a quickest time. 

 

For your progress invoicing concern, the program is designed to work with the Airy Template. Just to verify, which specific custom invoice template are you using for your progress invoicing? This way, I can check here on my end if there are ongoing issues specific for a template. 

 

If you want to use your chosen custom template, you can perform the workaround steps below: 

 

  1. Open the estimate and mark it as closed. Please don't convert it to an invoice. 
  2. Manually create an invoice based on the info prefilled from the estimate. 

 

In the meantime, please give us a call to our QuickBooks Online Customer Care Team. By doing so, they'll be able to add your company to our notification list. Email updates will be sent as soon as the issue is resolved.

 

We thank you for your patience, @Tim H. You can count me in if you need anything else. 

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Please stop repeating that your engineers, your product team etc is working on it working on it.... please give specific timeline, what is causing the issue and how you all are fixing it? Will your engineers or product team give us back lost time? Do you know how much additional time required to manually recreate the invoice? It’s double work! 

 

There’s so many people affected. Yet one month and no resolution. This is a joke.

Moderator

Re: Custom invoice template not being applied when printing and preview and sending to customers

Thanks for reaching back out to us, @Jeremy_T.

 

Allow me to take a moment in this conversation and provide some information about your invoice concern.

 

We currently don't have a specific time frame on when is this going to be fixed. However, if you've already reached out to our Customer Care Team, rest assured that you'll receive notifications about the updates of this issue.

 

Also, I'd suggest visiting our QuickBooks Online Blog to keep updated with our latest news and updates. 

 

Lastly, as soon as an update is received, I, or another member of the Community team, will be happy to update this thread and let you know so that you can get back to business.

 

You've got me here if you have any other questions with QuickBooks Online. I'd be pleased to help you out. 

Established Member

Re: Custom invoice template not being applied when printing and preview and sending to customers

We too have been having this issue for the last several weeks! Patiently awaiting a resolution!

 

Thanks!

QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi, @DarthBader.

 

Thanks for joining this thread. I'm here to help provide some update about the custom invoice template issue in QuickBooks Online (QBO).

 

The investigation status of this issue is in progress. Our engineers are still investigating the root cause of this unexpected hitch and are working to implement a solution. 

 

Rest assured, we’ll keep you posted once the issue is resolved. If you’ve been added to the list of the affected users, you’ll be notified through email. 

 

I appreciate your patience as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out. 

Frequent Contributor *

Re: Custom invoice template not being applied when printing and preview and sending to customers

Are your engineers really working on it? How long do you need to resolve this issue? It’s seems quite simple as a lay person.....

Moderator

Re: Custom invoice template not being applied when printing and preview and sending to customers

Yes, they are still working on this matter, Jeremy. We don't have a specific timeline on when it will be fixed, but I'll assure you that they'll provide updates from time to time. If you haven't received any email messages, it'd be best to reach them via phone for updates. You can follow the steps on the initial replies to reach them.

 

I'll also get back to this thread once we receive additional information about the issue. I'd appreciate your patience as we get to the bottom of this.

Established Member

Re: Custom invoice template not being applied when printing and preview and sending to customers

Same here, really annoying and costs a lot of time. Actually, I am surprised to read all this, while I have been in contact with support for more than a week and they have no clue.

QuickBooks Team

Re: Custom invoice template not being applied when printing and preview and sending to customers

Hi Nickel,

 

There has been an open ticket about this issue and our engineers are still gathering data for their investigation.

You'll want to contact our Customer Care Support again to get you added to the list of affected users.

 

We'll surely update this thread once the issue is resolved.

 

We're always here to help if you have other questions.

Experienced Member

Re: Custom invoice template not being applied when printing and preview and sending to customers

Please add me to that list. This has really gummed up our quote and invoicing processes ... real money!