Where did this "You can pay now" text in my invoice email come from? It just started with my last round of invoices.

Hi @joe-masters ,

Have you checked your main settings for invoice emails?  Go to the main gear icon, click Account and Settings then select Sales.  There is a section called Messages that allows you to edit the email body.  This should be where you see that line and can delete it. 

This article might also be helpful:  Set up or change customer messages in QuickBooks Online (intuit.com)

If you are not able to edit that phrase in the messaging screen, please share a screenshot of the message so we can better see where it's showing up. 

Hope this helped, 

---------------------
Dena Martin - Advanced Certified QuickBooks ProAdvisor
Smooth Sailing Business Solutions LLC
Blue Ridge, GA

Yes, I have looked there.  I don't see that text anywhere.  In fact, the first option is the greeting, and it says there to use "[Full Name]", and this new text uses just first name.  This message also appeared recently, despite the fact that I haven't changed any of my invoice or messaging settings.  I invoice monthly, and it did not appear on my June invoices, but it does appear on my July invoices.  It comes at the very top of the email message, before the invoice summary and then the "Email message" text that I have configured on that screen that you reference.

Thanks for reaching out to us, Joe.

It appears you have expressed a similar concern to which my colleague responded. You can find her suggested resolution at this link: https://quickbooks.intuit.com/learn-support/en-us/reports-and-accounting/re-how-to-turn-off-the-line...

Please don't hesitate to get back to us t if you have additional questions concerning invoices. I'm always here to help anytime. Keep safe!

There may be another way to fix this @joe-masters  but you'll have to change some settings and send yourself test emails.

There are various settings related to how your invoices are sent to your customers.  I had to tweak mine alot and you might be seeing that message because of these settings.  The headers on my invoice emails are laid out differently than yours, so it might be worth tweaking.  Thank you for sending the screenshot.

Go to the main gear icon, click Account and Settings, then go to Sales and near the bottom of the screen you'll see Online Delivery. 

Here are my settings: 

• Show short summary gave just enough details in the email and looked best to the customer vs the Full Details option.  And you only have two options to choose from anyways.
• I also elect NOT to include a PDF attachment because that forces the customer to accesses the invoice through the Review button which gives me the tracking details showing when they viewed it. 
• The Online invoice option was a much better email than the HTML option.  I had alot of trouble with the HTML version many years ago.  I can't remember the specifics, but support advised me to use the Online invoice option instead. 

Adjust these settings and then send an invoice to yourself to see if one of them removes that message.

For reference, this is how my email headers look: 

Hope this helps, 

---------------------
Dena Martin - Advanced Certified QuickBooks ProAdvisor
Smooth Sailing Business Solutions LLC
Blue Ridge, GA

Thanks for all that detail.  Unfortunately, I still can't seem to get rid of that text.  QBO support is telling me that it's part of the online payment features and can't be changed or eliminated, but I can't get rid of it even by turning that off.  #frustrated

I am seeing the same thing and I really don't like the fact that this automatically was changed without my authorization. I looked at the recommendation to correct this but I don't see the message displayed at the top of the invoices.

Hi, gallenreck. I'll share details about the message showing in the invoice email.

We have a newly opened investigation about the issue, and our product engineers are working on a solution. To ensure you receive updates and are included in the list of affected users, please get in touch with our Customer Care Support team.

Here's how: 

1. Go to the Help menu at the upper right.
2. Select the Search tab.
3. Press Contact Us at the bottom part. 
4. Enter your concern in the What can we help you with? box.
5. Click Continue.
6. Select Chat with us or Have us call you.

Additionally, you can explore the article that discusses personalizing your sales forms and incorporating additional insights: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Your patience and understanding are much appreciated while we work on a fix.

Agreed! I hate the wording of it. I want it to go away. I also don't like that it says Hi (name of the customer)! Super cheesy 

I have the same issue...mine says "Hi (first name). Here's your invoice from) my business) The total due is.... Not very professional at all and I need to change it asap!

Hi LillanLillan,

Thank you for participating in the discussion and sharing the format of your invoice email greetings. I understand that the approach may not be applicable to everyone, so I'll assist you in modifying the message.

Although poster Bkkprgal has already provided this information, in case you've skipped it, we can follow these steps to update your greetings in the Messages settings. Let me outline the process for you.

1. Go to the Gear icon.
2. Choose Accounts and settings.
3. Click the Sales section and then the Messages section.
4. Select the setup for the greetings, like adding the title and the part of the name should be used.
   
5. Click Save and Done.

Once you have made the changes to the settings, you can send a test invoice to your email to preview the results. If the issue persists and the greetings remain unchanged, please proceed with the browser troubleshooting steps to check if this is due to random browser-related problems.

Let's begin by accessing QuickBooks through a private browsing session. This step prevents the reuse of potentially corrupted, misconfigured, or outdated cached data, which may have caused the greeting issue.

• Press Ctrl + Shift + P for MS Edge or Firefox.
• Press Ctrl + Shift + N for Chrome.
• Hold down Command + Shift + N for Safari.

If, in the private browsing session, the email greeting displays correctly based on your setup, you can return to your regular browser and proceed to clear the cache. However, if the issue persists, please use a different browser to isolate the problem.

Please feel free to keep me posted of how these steps work for you so that I can continue to assist you if necessary. We'll make sure that this will be taken care of.

The instructions you sent did not fix the issue. I also opened QuickBooks in a different browser as well as incognito and still have the same problem.  This is unacceptable as the message is inappropriate.

I can see the need for these messages to be removed. I have some information that you'll need to know why you're unable to do this, Lillian.

There's an ongoing about being unable to remove messages from invoice emails. We've identified this as  INV-87997. Our engineers are aware of this issue and are already in the process of working to get this fixed the soonest possible time. While we don't have an estimated time on when this will be fixed, rest assured we're doing all the possible processes to get you back on track.

Meanwhile, you can reach out to our support team so they can add you to the list of affected users. This way, you'll get an update once the issue is resolved. To reach out to our phone support, here's how:

1. Sign in to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Select either tab to get started:
   • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
   • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
     • Start a chat with a support expert.
     • Get a callback from the next available expert.

Furthermore, QuickBooks Payments allows you to add links to invoices so customers can pay you online. To know more about this, check out this article for reference: Take And Process Payments In QuickBooks Online With QuickBooks Payments.

Post a reply below if you have any questions with email messages. Remember, we're here to help you as always.

The "You can pay now your invoice to" message that's at the top of email invoices is so unprofessional. Yet another horrible change forced upon QBO users.  It seems like all of the updates take 1 step forward and 2 steps back. Please fix this ASAP Intuit!

wouldn't say this is a "newly opened" investigation, considering this issue was first reported back in May.  It's scary that Intuit can't figure out how to at least correct the grammar in this message.  

This does not fix the issue.  The preview text still says, "You can pay now your invoice."  At the very least, Inuit needs to correct the grammar in this message to "you can now pay your invoice."  We have so many customers complaining and asking if our systems have been compromised.  Our response, "Fortunately, they have not.  However, Intuit developers appear to be operating outside of the US and their translation software is not great."  

This is such a mess.

I don't know about the rest of you, but when I did my invoices after the end of July, that weird text was gone.  Did it disappear for the rest of you?  Did they fix this and not bother to tell us?

I wish!  Our invoices still say, "You can pay now your invoice" above the logo in the email.

I understand your frustration completely, @RedTagRuss, @joe-masters. Allow me to update you about this matter. 

I've looked into our system and confirmed the investigation about the "You can pay now" text on your invoice email is still ongoing. Our dedicated product engineers are diligently working to address these concerns at the earliest opportunity.

With that in mind, if you haven't yet, I recommend reaching out to our QuickBooks Online support team so that you can be included in the list of affected users. This will help our engineers assess the scope of the issue and keep you informed via email updates once it's resolved. Furthermore, please keep in mind that they only operate during specific hours, which are from 6:00 AM to 6:00 PM, Monday to Friday, and 6:00 AM to 3:00 PM PT on Saturdays.

Here's how: 

1. Sign in to your QuickBooks Online company.
2. Choose Help (?).
3. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.
  • Ask the community to get help from businesses like yours.

Also, I've included the subsequent articles which can serve as valuable resources to help you proficiently oversee your invoices and the payments they involve within QBO:

• Take and process payments in QuickBooks Online with QuickBooks Payments
• Customize invoices, estimates, and sales receipts in QuickBooks Online.

While we work on resolving this, I kindly ask for your patience and assure you that we'll work diligently to find a resolution that gets you back to seamless payroll processing.

Mine is gone as well.

Hello there, @rcoyle.

I want to ensure I can provide a timely solution to your concern. Thus, I'd like to ask for more details to help you achieve your goal.

Can you please provide more information about what has gone wrong on your end? Do you also see a new message from the invoice email?

Also, would you mind including some screenshots so I can get a better view of it and share the best solution with you?

I'd appreciate any additional details that you can provide so I can help you out. I'll be keeping an eye out for your response to this.

Thanks for your interest, @Kevin_C.  If you would kindly read the rest of this thread, you will see my original description of the issue, and you will also know that the problem has gone away on my end, although others have reported that it is still a problem.

The original problem is/was poorly-worded text appearing near the top of my invoices from QBO saying "You can pay now your invoice..."  That text was not configured anywhere in my QBO, and has since disappeared.  Other QB employees have responded that the developers were working on a solution, while others have tried to direct us to the invoice configuration sections of QBO to correct the issue ourselves.  I'm not sure what the truth is, but as long as that text is gone, I don't really care anymore, although others who still have this issue probably do.

Supposedly your tech people "fixed" the problem for me. (A 45-minute experience)

Guess what, it's back and absolutely embarrassing. One would think that with a platform that sells itself as "Complete Financial Confidence" you would have talent enough on the team to get this fixed. Makes me wonder if Intuit was hacked...

So when can we expect this issue to be taken care of once and for all?

I can see how this issue affected your QuickBooks experience, LillanLillan. Let me shed some light regarding the verbiage showing on the invoices.

 Our engineers are working diligently to resolve the issue mentioned above. At this time, we're unable to provide a specific time frame for when the permanent solution will be available.

If you haven't signed up for the list of affected users, I encourage contacting our QuickBooks Online (QBO) Care Team. One of our specialists will help you through the process. You'll receive email updates once there's progress on the investigation. 

Here's how:

1. In your company, head to the Help icon in the upper right to display the support window.
2. Go to the Assistant tab and then enter a brief description of your concern in the Type something box.
3. Click the Get help from a human link and type a phrase or keyword in the field.
4. Press the Continue button to view the support options.
5. Choose Chat to start a conversation and Callback to speak with an agent.

In the meantime, you'll have to send the payment link to your customers. We've collected resources to help users handle any sales-related activities. The following links contain a list of topics that will direct you on how to manage each one in QBO:

• Invoices and payments 
• Sales and customers 

I appreciate you're patience while we're working through this. Don't hesitate to visit the Community again if you have other QuickBooks concerns. I'm always ready to assist you further.