How do I turn off the automated "Invoice needs attention" notifications being sent to our customers every month?

Hello, dwebster-greenci.

I'd like to help but I need more details from you. 

Did you set up an automatic reminder before? Or were the invoices already paid but they have a Needs Attention notification on your Dashboard? In addition to the Dashboard, what happens when you click the Needs Attention notification? 

I'd appreciate if you could provide more details about this. This way, I'll be able to lay down the steps to help you take care of the automated notification. 

Looking forward to your reply. 

Good morning.

First let me preface this by saying this only started happening in the last 3 months. We did not alter or change any settings and we have 8 other QBO subscriptions and this is not happening in any of them.

Did you set up an automatic reminder before?

We have in the past but in this case nothing was set up or changed. 

Or were the invoices already paid but they have a Needs Attention notification on your Dashboard?

Invoices are automatically paid. We have the customer's credit card on file for auto-payment. They are all billed monthly. We typically run our invoices around the 6th of the month and they are dated the last day of the previous month. Since all customers are set up as "Due on receipt", we thought this might be the issue. But the messages still go out to customers. So it did not resolve the issue.

In addition to the Dashboard, what happens when you click the Needs Attention notification?

Nothing shows on our dashboard. We get copied on the same invoice message. It goes to our designated email but there's nothing to click on.

I hope you can offer some suggestions.

Thank you for getting back to us.

This is not the kind of experience we want you to have. Allow me to direct you to the right person to contact to get the help and support you require.

To speak with one of our QuickBooks Merchant Support Team, scroll down to the bottom of the article and see their contact information.

I also recommend reviewing some of our commonly asked payment questions through this article: QuickBooks Payments FAQ.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT.

Feel free to drop by the Community whenever you need further assistance. Have a good one!

Can someone please give me an answer I can understand on this? Just direct me where I should go in QBO to change the settings.

Thanks for coming back to us, @dwebster-greenci. 

I can only suspect a browser-related problems as you've mentioned that it happened suddenly. 

Often times, too much accumulated cache in your browser can cause unexpected behavior. Thus, the alert status in your dashboard is showing. We can clear this out by performing some basic troubleshooting steps. 

To get started, use a private browser or incognito window to access your account in QuickBooks. You can use these keyboard shortcut keys below according to your browser preference:

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

Check if the notification is still there. If it's gone, clear the cache in your web browser. Otherwise, try using a different supported browser. 

If the issue persist, I'd recommend contacting our Customer Care team to help you check this problem and help you fix it. 

You're always welcome here in the Community to post again. We're always around to help. Have a great day.

Definitely not browser related. This is an automated message that is just recnetly being sent out from QBO to our customers advising them that there is an invoice requiring their immediate attention. See attached screen shot of the message being sent out.

This is clearly a message that we should be able to change, which is all we want to do here. Not rocket science. But we cannot find anything withing QBO that even remotely suggests there is a message going out. Please look at the thread of my previous replies that explains the problem. 

Hi there,

I've read the thread and checked your attached screenshot. I understand that you’ll want to disable the automated messages sent to your customers when sending invoices. Let me help you get rid of the error and route you to the best support team.

Since you’re still experiencing the same result after following my colleague’s suggestions above, I recommend contacting our Payments Team. They can look it up for you and find the root cause of this issue. I want to make sure this is taken care of, but we must protect sensitive data in this public forum. 

Here’s how:

1. Go to the Help icon.
2. Choose the Search tab and then Contact Us.
3. Enter a brief description of your concern.
4. Hit Continue.

For more ways on how you can reach out to us, refer to the in this article: Contact Payments Support. This includes the support hours you’ll want to take note of, so we can address your concerns on time.

I’ve also added this reference to help you personalize and add specific data to your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Once everything is settled, feel free to read this guide about receiving invoice payments in the program: Record invoice payments in QuickBooks Online.

Drop a post anytime if you still have questions or concerns with invoices or about the program feature. I'm always here for you. Stay safe.

SOMEBODY PHONE ME ABOUT THIS.......

NOW!!!!!!

I just typed a message that took me TEN AGONIZING MINUTES TO TYPE and it disappeared.

I am not very happy right now. 

My phone number is [phone number removed]. The problem is still happening. We just want to DISABLE THE STUPID MESSAGE!!!!!!!!!.

See attachment for the message we want to disable.

NO MORE "BOT" REPLIES!!!!!!

I'VE HAD ENOUGH!!!!!!!

[phone number removed]

Please know that this isn't the kind of experience we want you to have, @dwebster-greenci.

I understand your frustration about the automated message sent to your customers. Don't worry, I'm here to ensure that this will be addressed right away.

As mentioned by my peer, it would be best to reach out to our Payments support team. They have the necessary tool to pull up your account securely and further investigate the issue. 

Let me guide you on how:
 

1. Go to the Help menu at the upper right.
2. Click on Contact Us.
3. Enter your specific concern in the What can we help you with? box.
4. Tick Continue.
5. Choose from the following: Community, Chat, or Callback.
6. If you choose Callback, enter your contact details and select Get a call.
    

Before doing so, please review our support hours to ensure your issue gets addressed timely. Our support's open hours are from 6 AM to 6 PM from Monday to Friday. 

I'm also attaching this article in case you want to personalize your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online. 

Should you need further assistance with your invoices, don't hesitate to reach back. I'm always here to lend a hand. Stay safe and thank you for your patience. 

Best to try and ignore it. Less agita. It'll probably resolve itself before long.

I had the same problem. Then, a while back, I recalled QB prompted me if IO wanted to set up email reminders for upcoming invoices (not due or past due but about to be due). It was a simple click of a yes and the feature was turned on. Then I got a barrage of clients emailing me saying it was in the mail! I went into Reminders, and turned that off, but the problem persisted. 

This feature is NOT found under Reminders in Account Settings, as one would assume. This feature is mange under workflow emails. 

To turn off.. Go to GEAR icon >  Manage Workflows (under TOOLS) >  Hopefully, you will see the reminder and a toggle button to turn if off.

Was this ever resolved?  The same thing is happening to all my clients and I do not have the automatic reminder set up. I have also already called customer service over a month ago and they have no idea why or how this is happening. Of course they never resolved the issue and I haven't heard anything more. Still stuck with this system doing this which is very frustrating to myself and our clients!!

Hello there, Stacy. Appreciate you joining the thread and taking the time to let us know that you're experiencing the same issue. I want to start by expressing my sincere empathy for the inconvenience you have experienced with this invoice issue for quite some time now, given that you've already contacted support to seek assistance in resolving this. Let me provide you with some information and suggest the best course of action.

As I've checked our records here, we've been receiving similar reports from our customers whose clients have been receiving a notification about invoices that need attention in QuickBooks Online (QBO). Please know that our engineers are aware of this and are currently putting so much effort into finding the root cause of this known issue. In fact, In fact, they have initiated an ongoing investigation and are working diligently to find a permanent solution

Meanwhile, I'd recommend reaching out to our Customer Support Team. I know that you've already gotten in touch with them but it's the best we can do so you'll be added to the list of affected users and be prioritized in receiving email updates about the investigation.

Here's how:

1. Go to the Help icon and select Contact us in the Search tab.
2. From the What can we help you with field, enter your question.
3. Click on Continue.
4. Choose either Appointment, Callback, or Chat.

Additionally, I've included an article that'll help you personalize the appearance of your invoices to better your business communication: Customize invoices, estimates, and sales receipts in QuickBooks Online.

I apologize for any inconvenience this has caused you, and I appreciate your patience while we work toward resolving this issue. In the meantime, if you have any other questions or concerns, please don't hesitate to let me know. I'm here to assist you in any way I can. 

Yes!  Found the setting under Manage Workflows and changed it.  Thank you!

Thank you for adding this response. It worked for me and has resolved my issue!