My customers say the "View Invoice" button has stopped working and they cannot view their itemized invoice. What happened?

Thanks for sharing your concern with us, @epcsqb.

Let me provide with you some steps that will help your customers view their invoices. 

Before we start, can you share with me more information about the error messages your customers are seeing when opening the invoices? This would be me a lot in providing you the appropriate steps in fixing this concern. 

Having said, let's perform some basic troubleshooting steps that will you help address this issue right away. 

First, let them view their invoices using a private window. This a special mode where the browser doesn't record the browsing activity on the local device, so no trace will be left on the computer.

Here's how:

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

If you're able to access their invoices, then let them clear the cache in their web browser or try using a different supported browser. This might be a temporary issue with QuickBooks and the current browser that they're using.

In addition, you can run the Invoice and Received Payments report in QuickBooks Online (QBO). This will show you the payments that you’ve received and the invoices that go with them. All you have to do is to go to the Reports menu and open the Invoice and Received Payments report.

If there's anything else I can do for you, please let me know. I'll be around to help you. Have a beautiful day! 

I'm having the same issue. There used to be an itemized pdf that was sent with each invoice via e-mail. Roughly a month ago this stopped, and now the customers can only see the total but no itemized list. What happened to change this? The customer should not have to do any additional steps to be able to view an itemized invoice as it was in the past. What was the changepoint and how can it be set back to the way it was?

The option to attach a PDF copy of the invoice might have been turned off, BenS87.

Let's go to the company settings window and check the box to attach the actual invoice. Here's how:

1. Click the Gear icon and select Account and Settings.
2. Proceed to the Sales tab.
3. Look for Online delivery and click on it.
4. Check the PDF Attached box.
5. Click Save, then click Done.

Here's an article about this for more details: Email And Customize Sales Form.

You'll also want to run the Invoice List report and add a column for Sent. This report will give you a list of the invoices that are already sent or not. Here's how: 

1. Go to the Reports menu and look for Invoice List.
2. Click the Customize button in the upper-right hand corner of the report.
3. Scroll-down to the Rows/Columns section and check the box for Sent.
4. Click Run Report.

The Community is always here if you need anything else. 

I use QB Self Employed and when I select the gear to change the settings to allow a pdf of the invoice to be sent to the client, I do not see any options for account and settings or sales tab mentioned in answer to this problem.  How can I make sure a pdf of the invoice is sent in QB self employed?

Hello there, @jones1961.

We're unable to find the PDF invoice if one was sent. However, you can submit it to yourself to confirm.

Also, we can go to the Invoices menu to check if the invoice was viewed. Here's how:

1. Go to the Invoices menu.
2. Check the status of the invoice.

I've also attached an article you can use to learn more about how you can set up online payments for your customers: Create invoices in QuickBooks Self-Employed.

I'm just a few clicks away if you need further assistance. Please leave the information below. Take care.