"Viewed" customer Invoices simply showing as "Sent"

Thank you for reaching out and for your continued efforts in seeking updates regarding the ongoing investigation, dnmh. Your engagement in this matter is truly appreciated, and it demonstrates your commitment to finding a resolution.

There have been similar reported cases about this. However, the investigation has been closed. Since you're still experiencing the same issue, I recommend we perform basic troubleshooting steps to resolve this issue. Here are the steps you can follow:  

1. Send a dummy invoice to an internal email address.
2. Open the email, view, preview, and download.
3. Sign out and back into your account.

However, if the status still doesn't change after the procedures, I recommend contacting our Live Support Team for assistance. They have the resources to conduct a screen-sharing session on your account to investigate why you're still experiencing this issue.

Please take care of yourself, dnmh, and don't hesitate to reach out if you have any further questions or need additional information. Your well-being is important to us, and I'm here to support you throughout this process.

Thank you for the response and for the confirmation that this investigation is still ongoing. For the record, I have never heard of a major corporation taking 9+ months to resolve a simple software bug where their software is not functioning as designed. It's a literal bug, and the engineers haven't been able to fix it for 9 months? I think it's fair to say that this is completely unacceptable by professional standards, and it seems more like having a properly-functioning software just isn't a priority for QuickBooks. It just furthers our ongoing disappointment with this product.

HI there, can you explain to me the point of the dummy invoice process? Another month later, we are still experiencing this issue with our live customer invoices. What is the point of me going through and creating a dummy invoice?

We appreciate your patience as we work through the issue of invoices displaying as 'Sent' instead of 'Viewed' in QuickBooks. Let me address your concern, Dnmh.

The dummy invoice process is typically used as a workaround to refresh the status of invoices in QuickBooks. By creating a dummy invoice, you can prompt QuickBooks to update the status of existing invoices, potentially moving them from "Sent" to "Viewed."

On the other hand, we have received similar reports and are actively investigating this issue in QuickBooks Online. Please rest assured that our dedicated team is diligently working to resolve this issue as quickly as possible.

While there is no specific timeframe for the resolution, to keep you updated on the progress of our investigation, we recommend contacting our support team with the reference number INV-111259. They can add you to the list of affected users and ensure you receive timely email updates.

Here's how you can contact them:

1. Go to the Help menu.
2. Select the Search option.
3. Click on the Contact Us button to provide details of your concern.
4. Proceed by clicking Continue.

Additionally, after your customers have made their payments, you can record payments to mark your invoices as paid, ensuring accuracy in your account.

To spruce up your invoices and sales forms in QuickBooks Online, you can check out this article: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please know that we're continuously working on improvements and updates to QuickBooks Online, and your feedback is critical in helping us identify and find solutions to issues like this. Again, thank you for your patience and understanding, and please don't hesitate to reach out to us if you have any further questions or concerns.

Hi there. I tried the dummy invoice process and it did not resolve my issue, so I contacted Support directly a couple of weeks ago to get direct assistance from a support expert. Unfortunately, the support rep was not aware of the issue and informed me that there were no open investigations related to it. I had to press to get the tech to provide me with an actual ticket number for my issue, but I have zero confidence that my ticket is being investigated by anyone. I have heard nothing about it, no updates, and the issue is still occurring. This is very consistent with my historic support experience with QuickBooks, that I spend 30-60 minutes on the phone with a support rep and my issue is not only not resolved, but it goes into a tech support black hole somewhere never to be heard from again. Is there a way that I can view a status of my support ticket without having to be in direct contact with a technician?

Sadly, there is no way to check the status of  your "ticket".  A lot of them just get ignored, or closed out without anything ever being done.  There is no rhyme or reason. It's just what they do.  

Sorry I don't have any answers to help with your situation.  

Good luck.  

Your time is precious, @dnmh. We recognize your efforts to resolve the issue with your invoices that remain marked as Sent. I have information that can assist you in fixing this.

The investigation into invoices constantly showing a Sent status is now marked as resolved. Our engineers already found a fix for this.  

There are two reasons why your invoices still show as Sent. First, there are attachments in your invoices that are greater than 10MB. You can resolve this by removing the attachment and compressing it before placing it back.

Second, you're using a Gmail address as the "Send form" domain. You'll need to remove and re-add the Gmail and make sure you check the box to "Allow send on my behalf" to fix it.

Also, the only way to get updates on the status of your ticket is to contact our support again and provide the case number so you won't be repeating the same details. 

If you wish to learn how to send your customers summaries of their invoices, payments, credits, and balances, check out this article: Create and send customer statements in QuickBooks Online.

You can always count on us to ensure your invoices have the correct status for accurate tracking. If you have any further questions about managing your invoices, please comment below, and we’ll be ready to assist you. Take care.