Some of our invoices are not showing the clients names above the address field when i try to download or print and invoice, what am i missing?

Hello there, @AmySmartHomes. I'm here to ensure your customers will be able to see the missing fields on their invoices.

In QuickBooks Online (QBO), the fields visible to your customers depend on the customization you've made on the invoice template you use. To check this, let's open the template and review the details. Here's how:

1. Sign in to your QBO account and go to the Gear icon.
2. Choose Custom form styles.
3. Look for the invoice template you use and click Edit.
4. Then, select the Content tab.
5. From there, review the selected fields in the Header, Table, and Footer sections.
6. Make changes if needed and click Done. 

For additional information about creating and customizing invoice templates, feel free to visit this article: Customize invoices, estimates, and sales receipts in QuickBooks Online. 

When finished, let's verify if your customers will be able to see the missing fields. To do so, you can create a sample invoice and send it to yourself. Let me guide you on how:

1. Navigate to the +New button and choose Invoice.
2. Enter the needed details and ensure you select the correct template by clicking the Customize option. 
3. You can also select the Print or Preview button to see what the invoice looks like when printed.

Once done, you can edit your customer's invoice and select the correct template to ensure they'll see the missing fields. 

If you ever want to keep track of your customers' outstanding balances to determine how much is still due and how long they’re past due, you can run the accounts receivable aging report in QBO.

I'd be glad to help you out again if you need additional assistance in resolving missing fields on your customer's invoice. Feel free to post a reply below. Take care always

Hello, this is not quite what I am looking for. The format of our invoice is fine.

When I am in the Sales tab on a specific client, I can see the clients name and billing address. When i select and invoice to print or download from that same client, I still see the client's name in the Custome drop down box and the client's address under billing address. When I select print preview of this invoice the clients name does not show up on the invoice. It will show our Company name then it will say invoice then Bill to and the client's address.

Is there a setting somewhere? Also, this is not happening on all invoices. I have yet to figure out the factor that is causing this.

Thank you- Amy

Hello there, @AmySmartHomes,

I wish you didn't have to go through this while using the program. Since you've mentioned that this doesn't happen to all invoices, I suggest deleting and recreating the affected invoices.

To delete an invoice, follow these steps:

1. In the Sales tab, select Invoices.
2. Locate the customer.
3. In the Action dropdown, click Delete. (Note: You can also delete invoices by batch. By ticking the boxes next to the Date, then click the Batch action and select Delete.)

4. Then select Yes.

Once done, you can now recreate the deleted invoices.

If the issue persists, I recommend opening a different browser or using a private window. Here's how to activate incognito mode in some of the most common online browsers:

Google Chrome: Ctrl + Shift + N
Mozilla Firefox: Ctrl + Shift + P
Microsoft Edge: Ctrl + Shift + P
Safari: Command + Option + P

While browsing privately, if names appear on invoices, it is safe to assume that your browser is to cause of this issue. This can be fixed by clearing your cache and cookies.

You may also want to learn how to automatically or manually send reminders to customers when your invoices are, or soon to be, overdue in QuickBooks Online (QBO): Send invoice reminders automatically or manually in QuickBooks Online.

Don't hesitate to leave a reply if you need further assistance with your invoices in QBO. The Community Team is here to help anytime. Have a great day!

I've had this happen when I update the Customer Bill to information. For instance, I may have a person's name as the customer, then I find out that there is a business name that applies so I go in and enter the Company Name in addition to the personal name. 

I have "fixed" the error by going into "Edit" on the invoice and typing the Bill To information in, then save and close. 

Hope this helps you. 

Kimber

I am having exactly the same thing happen and this has only just come to light.  It also happens on my reoccurring invoices BUT weirdly not every invoice even though the template hasn't been changed?

Looking at the comments does this mean that we have to check every invoice in preview before we can send it to make sure they include a name or a Company name.  It feels like there is a bug in the software?

Any help or advice appreciated.

I heard your sentiment, Mot441. I can see you need to see your customer's name after printing or downloading invoices in QuickBooks Online. 

Since some of your invoices have this error, we can try performing the basic troubleshooting steps to eliminate minor issues within QBO.

You can save time by using one of the following keyboard shortcuts:

• Google Chrome: Ctrl + Shift + N
• Safari 11 or newer: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P

If it works fine, go back to your original browser and clear its cache to start fresh. You can also use another supported and up-to-date browser to narrow down the result.

I urge you to call our support team so they can further assist you and investigate further how to remove this bug and get some remedies under the Products and Services section in QuickBooks Online.

Please see the steps below:

1. Log in to your account.
2. Click the Help button at the top right corner.
3. Go to the Search tab, then select Contact Us.
4. Enter a brief discussion with your concern, then click Continue.
5. Choose to Have us call you to connect with us.

For your convenience, here are the support hours for different QuickBooks Online plans:

Plus, Essentials, Simple Start:

• Monday to Friday: 6 AM to 6 PM PT
• Saturday: 6 AM to 3 PM PT

Advanced:

• Support is available anytime, any day.

The Community is here for you 24/7 on the clock. If you need to drop your additional comments, notify us below. Keep safe.