Question

Duplicate invoices generated for a client without my action. Happened when generating reminders. Same detail but with different invoice numbers. Why is this happening?

Forum|Forum|4 years ago
November 16, 2021
11 replies
63 views

duplicate invoices with different invoice numbers happened 2 times when I sent out reminders and added/changed email addresses to customers. Why?

QuickBooks Online

K

Klent

Level 8

I'll help you get rid of the duplicates, julikabarrett.

Normally, sending reminders won't create a duplicate transaction. It will only include a PDF copy of the original invoice. To isolate the issue, you'll want to make sure that there are no recurring invoices set for that customer. Here's how to check it:

Go to the Gear icon.
Select Recurring transactions.
Check if there's an active recurring invoice for that customer.
If you find one, select the drop-down arrow from the Action column.
Choose Pause or Delete, then click Yes to confirm the changes.

Once done, go back to the Invoices tab to delete the duplicate transaction.

I'm also adding this article to learn how to design and personalize the invoices that you send: Customize sales forms.

Drop me a comment below if you have any other concerns or further questions about invoices. Have a great day ahead.

I

innovativeza

Hi! I wonder if you could please assist. The last two invoices that I sent to clients (I have been with QuickBooks for years) were sent twice to my client - which is not ideal. I have tried contacting support, but they say that it is not available any longer. Could you please assist me? I would greatly appreciate it!

A

apsdynamics

Thanks very much for getting back to me so promptly.

Please note, it is not when creating a new invoice or on recurring invoices. Basically, once I have allocated my payment, I go to the invoice and I hit the SEND button (refer to the screenshot), which sends to the client showing them that their invoice is now on a zero. The last two invoices that I sent in this way, both were sent twice. I have just tried again, for the third time (I can only send one screenshot - so I was unable to attach it) and again, it has come through twice...

I don't really have time to sit and create duplicate invoices and test, something perhaps has changed, as this has never happened in the past - and I no longer have access to support either, which is rather frustrating, after all of these years. I don't have a dedicated accounts department to assist me with these issues, hence the reason for QuickBooks.

Is there any other way to go about fixing this, as it doesn't look very good on my 'accounts' side that these emails are being sent twice.

Over the last 24 hours, I have also been experiencing the same email duplication problem. This has happened when sending Invoice Reminders, Estimates, and Invoices. I have no recurring transactions. I have been using QBO for nearly 3 years for two different companies and have not experienced this problem in the past. I have made no changes to my operating conditions - continue to use a Chrome browser, same computer, etc. A couple of customers were confused by receiving two emails, thinking they were different, then realizing both had the same information.

MJoy_D

QuickBooks Team

You're welcome, @innovativeza. It's our pleasure to help.

To further investigate what's happening to your account when sending invoices, I suggest reaching back to our Customer Support team. They can isolate the error you're having using their tools in a safe and secure environment and help you resolve it.

You can reach our Customer Support for QuickBooks Online (QBO) by going to the Help icon at the top right of the account. Follow the steps below:

Go to the Help icon to connect to a live support agent.
Click on the Contact Us button and provide some details about this concern.
Provide us with some information about your concern in the What can we help you with? box and click on Continue.
You'll now be provided options on how to connect to our Customer Support.

Check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.

See this article for more information about recording invoice payments in QuickBooks Online once you receive invoice payments.

You can always get back to me if you have questions or other concerns by leaving a comment below. I'm always here to assist. Have a great rest of the day!

I

innovativeza

Hi, thanks for the feedback.

As previously mentioned, I have tried numerous times to reach out to support, but I get this message:

Unfortunately, our help channels are currently closed.

So I am unable to chat with someone in support. This is also a new issue, as I have always in the past been able to reach out to a human at support.

I look forward to your prompt assistance, thanks!

JoesemM

QuickBooks Team

Hello, @innovativeza. I appreciate your prompt reply and the steps you've taken in reaching out to our Customer Support Team. Allow me to chime in and share insights about their working hours.

The message you encounter like "Unfortunately, our help channels are currently closed" when trying to access QuickBooks Online (QBO) support, typically means that you are trying to reach them outside their regular support hours.

To ensure, you can contact the right person to get help. QuickBooks Online Plus, Essentials, and Simple Start support hours are from Monday to Friday, 6 AM to 6 PM PT, and Saturdays from 6 AM to 3 PM PT. However, for QuickBooks Online Advanced, you can contact them at any time, on any day. For more details, see this article: QuickBooks Online Support.

Additionally, let me share these resources that will help you with your invoice payments and how to personalize sales forms in QuickBooks:

Please inform me if you successfully reach them or if there's anything else I can assist you with. The Community Team is always available to help with any questions you may have about QuickBooks. Take care.

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