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Join nowIn QB Desktop 2020 - I am trying to create "Overdue Invoices" email templates in the Edit / Preferences / Send Forms / Company Preferences window. I have selected "E-mail" and I have selected "Overdue Invoices" in the window. There is a "Basic Overdue" template that I cannot edit or save any changes since upgrading to 2020.
I have created additional templates that I can edit and save (e.g. 30 day, 60 day, 90 day PAST DUE notices).
All the templates are formatted with Dear [<Mr./Miss/Ms.>Name-Last]: in order to send bulk notices from the collection center and have it customize the recipients names. I selected the string [<Mr./Miss/Ms.>Name-Last] from the "Insert Field" drop-down menu in the lower right corner of the "Edit Email Template" window.
Again these email template are to batch "Email" our "Overdue Invoice" notifications from the Collections Center and have it auto-populate the customer name that is in the Customer Center with the Customer current Information.
NONE of these "Overdue Invoices" templates will populate ANY of the customer name information (e.g. Mr/Miss/Mrs/First Name/Last Name/Etc.). Even if it hand key it into the email notification, it will not populate the information (e.g. [<Mr./Miss/Ms.>Name-Last], [Name-First], [Transaction-Number],
[Transaction-Total], etc.) when the emails are sent out of the Collection Center. I have even tried using the most simple [Name-First] field without success.
To try a different approach I have used the "Income Tracker" to pick an individual overdue invoice and select one of the "Overdue Invoice" template. However, it will not allow me to switch from the default email template for sending the overdue invoice. There is a drop-down arrow that should allow me to select a different template (i.e. one of our four "Overdue Invoices" email templates), but it will allow me to even see other drop-down options.
The collection notices DID populate correctly before I upgraded to QB Desktop 2020. My prior version was QB Desktop also.
HELP!!!
Hi there, @G-Over.
Thank you for reaching out to the Community.
To isolate this case we can perform some troubleshooting steps by performing Verify and Rebuild Data in QuickBooks Desktop. The damage can often be repaired by rebuilding/verifying which puts a list back to its default order.
Here's how to run Verify Data utility:
Here’s how to run the Rebuild utility:
After verifying and rebuilding data, we can close and reopen your file after revamp it.
For additional information on this, I recommend the following article: Fix data damage on your QuickBooks Desktop company file
That should get you on the right track. Please let me know how that works. I'm here to provide any additional assistance if needed. Have a good one.
Hi AileneA. Thank you for your reply.
I appreciate all your efforts in performing the basic troubleshooting steps provided by my colleague AileneA, G-Over.
Verifying and rebuilding the file is a good start to isolate the issue. Since there are still unresolved errors after rebuilding your data, I recommend giving our technical support a short call. This way, they can pull up your account in a secure session and conduct a series of tests to fix the issue.
Here's how to connect with us:
Please check out our support hours and contact us at a time convenient to you.
I've added an article that will guide you in using and customizing form templates.
If you have any other concerns or further questions about form templates, don't hesitate to go back to this thread. I'll be right here to help you further.
I wanted to reiterate that I re-ran the "Verify Data" utility a second time after the first Rebuild that said there were errors present. The current "Verify Data Report" says no errors present. Do I still need to get on with Help Desk Support?
Also you provided me a link... an article that will guide you in using and customizing form templates.
This link is for "form templates" that include these Template Types:
It does not seem to cover the the email template for "Overdue Invoices" in the Edit / Preferences / Send Forms / Company Preferences window where I have selected "E-mail" and I have selected "Overdue Invoices" . Basically the issue is with sending collection emails.
The Templates your link refers to do not apply to my problem.
Thanks,
G-Over
Hello, @G-Over.
Thank you for getting back with me on this. If the recent verify states that there are no errors, then this should take care of this issue. However, it sounds like the same error is still happening. I suggest running the file doctor to assist in correcting this.
Note: Always generate a backup first.
Make sure you know the location of your company file.
Let me know if this resolves the error that you're getting. I'm just a post away if you have any other questions or concerns.
Thank you. Before I proceed, however, I would like to know if what we are experiencing is a known issue.
G-Over
Hi there, @G-Over. Welcome back to the thread.
The following steps provided by my colleague @Kayla H are a know troubleshooting step. This is not a known issue at this time. We're aware of what you're experiencing and working hard on helping you get this resolved.
Thank you for coming back to the Community. Please, don't hesitate to reach back out if you have any more questions or concerns. We're here to get you back to business.
I have run the File Doctor on the "Company File Issues" tab and when it completed it said "We didn't find anything wrong". I assume that applied to the company .qbw file.
I also tried all three repairs in the "Program Problems" repair tab:
Any other suggestions are welcome. Next steps?
G-Over
Those are the necessary steps to fix your issue, G-Over.
I'd suggest getting in touch with our customer care support. They might provide different steps to resolve your concern. They have more tools, like screen sharing, that will help you fix it. You can follow KlentB's steps on how you can reach out to us. You can select either chatting with an agent or getting a callback.
Please know we're just here if you have other concerns. Visit the Community anytime.
If I go to Help and select QuickBooks Desktop Help there is no "contact us" option.
Allow me to chime in, @G-Over.
You can get the contact us option to appear by running a reboot.bat file to re-register your QuickBooks files. This will refresh the data give you back the button you need. The steps below will show you how:
Now you can contact us and get the assistance you need with your email templates.
Feel free to comment below if you have any other questions or concerns. Have a great business week!
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