Why is customer is not given option to 'view invoice' but 'invoice unavailable' when sent via link?

I have had the same problem since Wed 8/11.  Can not load invoice through the link or the email invoice copy.

I emailed the invoice link to myself and then i cna click on view invoice and it does show the invoice.  But when I try on my Iphone 12 I get the message "invoice unavailable".  I have had customers tell me the same thing.

please advise

I have the same problem- I can see the view invoice but when you tap that link it says invoice unavailable.  Customers report same issue.

I emailed myself the link to try that on my pc and I was then able to view the link.  This has been happening to me since 8/11 with customers reporting they can not see the invoice.

Hello @liz44,

In QuickBooks Online, the frequently accessed page resources stored on your browser may affect your browsing experience. They can cause unexpected browser problems like how your customers received an error while accessing the payment link on a sent invoice.

That said, let's consider letting them review and pay the invoice using a private or incognito browser so we can isolate this issue. Here are the shortcut keys you can provide for easy access:

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

If this works, you can continue letting them clear the regular browser's cache so the system can start fresh and improve their browsing experience. But if the same results show up while using a private browser, let them use a different browser app instead.

Additionally, I've also included this reference helpful with the steps needed on how you can personalize and add specific info to your sales forms: The Tools to Create Attractive, Professional-looking Invoices, Estimates, and Sales Receipts.

Don't hesitate to post again here if you have other questions or concerns with QuickBooks tasks and navigations. I'm always around happy to help. Take care and stay safe!

My clients as well as myself have this issue on an Iphone- where I email the invoice  Opening the email we can see the view invoice but upon clicking that we get the error message.

IVe tested the link and have the same issue

I too have cleared my browsing data and experience the same issue.

Hey there, @Tammy111. 

Thanks for reaching back out to the Community. This isn't the impression I want to leave you with. Let's point you in the right direction to get this resolved. 

Since you're still having problems after trying the troubleshooting steps above, then I recommend contacting our Customer Support Team. They'll be able to use their advanced tools to help you out further. Here's how: 

1. Go to the Help icon in the top right-hand corner. 
2. Press the Contact Us button. 
3. Give a brief description and hit Let's talk. 
4. Scroll down and select to get a callback. 

Let me know how it goes. I want to make sure that you're taken care of today. I'm only a post away if you need me. Have a great day! 

posting for others- here is a response i received:

Thanks to all for the suggestions, have reported to customer and waiting on reply back. I am able to view the invoice on my end from PC & iphone. Will let you know if it resolves. Appreciate your time and input.

Hi All, 

Customer able to view the invoice & make the payment on a PC (not sure which brand)- Still unable on an iPad. 

Not sure what the glitch with Iphone and Ipad is 

Thanks to all for your help and suggestions. 

Liz

Any joy on finding out why this is happening?

My regular customers have never had an issue in the past but now have trouble viewing invoices  they are using the same methods they have always used but over last week or so nobody can view my invoices.

I Sent them all to myself to test and I can download and open them all, so I am very confused as to the cause.

This is very unprofessional of Quikbooks to not confess to an issue they have with they app and try and pass the buck.

Hurry up with a fix please

Having the exact same issue with our customers viewing invoice also. I have test sent them to myself and I can’t open them either. 
inhave only had this complaint in the past could of weeks also. 

I have also experienced this issue as well. I didn't know it started happening until someone mentioned it. After some research myself, it looks like a potential issue with Safari, which works across all iOS devices, and Safari on the Mac. On the Mac, if I used Chrome, it works fine, so, it's possible Quickbooks made some changes in behavior on how the PDF loads in Safari, or Apple did. Unfortunately on iOS, using another browser doesn't solve the issue. 

Hopefully Quickbooks will resolve this soon. 

I am still having this problem with some of my clients, and I have the same problem when trying to view their invoices via link.  I get a blank grey screen when clicking the View Invoice button.  However, I can see the invoice if I choose download or print.  Any word on a fix?

I want to stop the blank grey screen from happening to you, @Moss1. So you can view the invoice details without a moment's delay. 

Good to know that you can print the sales forms transparently. Getting rid of the invoice blank grey screen is my focus here. This way, you and your customer can review the details seamlessly. 

Are you done doing the basic troubleshooting steps provided by Jonpril above? If so and the issue persists, I'd recommend contacting our Technical Support Team. They have extra tools to double-check what's causing the problem and send a ticket to our engineers for further investigation. 

1. Go to the Help menu, then click Contact Us. 
2. Type your concern in the box and tap Let's talk. 
3. Choose either Get a call or Start a chat. 
4. Complete the required data and submit the request.

Make sure to contact them within business hours to ensure a swift response.

Did you know that you can personalize your sales forms and create recurring transactions in QuickBooks? To learn more about the process, see these articles:

•  Create recurring transactions in QuickBooks
•  Customize invoices, estimates, and sales receipts in QuickBooks.

Drop a line for additional details or if you have follow-up questions about invoices. I'm happy to answer all of your questions. Keep safe, Moss1.