Why do my payment instructions show up with terrible formatting on the invoice email details?

Welcome to the Community, jnewell-aggregat.

The option to change or customize the payment instructions in QuickBooks is currently unavailable. 

What we can do is to customize the invoice template before sending it to your customers. You can check out this link to learn more: Customize invoices, estimates, and sales receipts in QuickBooks Online.

They will then access their email and click the Review and pay or Pay invoice button to open and pay the invoice. This will allow them to pay their invoices online by credit card or with an ACH bank transfer depending on the invoice setting.

I'm adding this article for more information and to learn how to Take and process payments in QuickBooks Online with QuickBooks Payments.

Click the Reply button if you have follow-up questions or if you need further assistance about invoice payments. Have a wonderful day!

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@jnewell-aggregat wrote:
When inputting the payment instructions on the invoice, it appears when the customer clicks on the details, however the formatting is terrible and I cannot change it. Any ideas of how to change this?

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Your content helped me a lot to take my doubts, thank you very much.

Thank you for the explanation.

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@Luna145 wrote:

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@jnewell-aggregat LHI Provider Portal Login wrote:
When inputting the payment instructions on the invoice, it appears when the customer clicks on the details, however the formatting is terrible and I cannot change it. Any ideas of how to change this?

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Your content helped me a lot to take my doubts, thank you very much.

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Hello, @Luna145. Thank you for getting back to the thread. I'm glad that our Community were able to help.

If you have any questions about QuickBooks, you can always drop by and post your concerns. I’ll make sure to address that as soon as I can. Rest assured that assisting and providing the right resolution for our valued customers is our top priority.

Also, I added this article to your reference when checking the latest updates about the product: The QuickBooks Blog.

I am hoping for your business to prosper. Have a great day!

Thank you for your reply. To be more specific, the issue I am having is that in the Payor view it says one thing but it says something completely different when it is sent to the customer. I believe the Payor view is supposed to show me what they will see however it does not. Changing the invoice template wouldn't matter. It's not a template issue it doesn't seem. 

Good afternoon, @jnewell-aggregat. 

I appreciate you chiming back in and giving more information on your issue. 

To clarify, can you provide us with a screenshot of what you see and what the customer is reviewing? 

This will allow me and my team to determine the cause of this problem. However, in the meantime, I do recommend clearing your browser's history to ensure the cause isn't browser related. 

I'll be waiting for your response! 

Hi Candice, 

I tried this and actually dowloaded a new browser to see if that helped. Nothing changed it. I will attach the two responses here. 

Thanks!

My apologies as it only seemed to let me attach one picture. Here's is the view once the payor opens the email. 

Thanks for your help. 

Hi, @jnewell-aggregat.

Thanks for getting back to us and for adding some screenshots. Allow me to chime in and help ensure this is taken care of for you.

To start, please note that we removed the screenshots you've shared since it contains your personal information. We don't want it to be displayed here in the Community space for security purposes.

Since the Payor view is showing different information from what your customer is seeing, I highly suggest contacting our Support team. They have tools such as screen-sharing (remote access) that can pull up your account in a secure environment and check the cause of this odd behavior. They can also perform some troubleshooting steps if necessary.

Here's how to reach them:

1. In QBO, click the Help (question mark) icon at the top right.
2. Select a suggested option, or type a question or topic you need help with.
3. Tick Contact Us and choose a way to connect with us.

For more tips and other resources you can use in the future, I recommend visiting our website: Self-help articles.

Leave a comment below if you have more questions about this or anything else QuickBooks. I'll be here to help. Take care always.

Thank you! I already had contacted support. They don't know why it's doing it. Seems to be some glitch in the system. Thanks for your help.