Standard user is unable to customize invoices with latest update. Any workarounds?

I appreciate you for visiting us here in Community, @ericka_hughes. I can provide you with a workaround for modifying invoices in standard user mode.

QuickBooks allows you to choose the user's access rights when you assign the standard user role. You can offer them full access, limited access.

I recommend that you check your access rights to determine if you have the proper authorization to customize the invoice. Contact your administrator they’re the ones to give you access rights.

For additional information about user roles and access rights in QuickBooks Online can be found in this link.

Alternatively, I added an article to guide you more in customizing invoices.

Also, discover more about subscription usage limits, which may differ from your QuickBooks Online usage limits.

If you have any further questions about your user roles, please leave them in the comments section. I'll be available to answer any questions you have. God bless you!

The issue is even worse than listed. Our Standard users (non-admin) are only able to generate new documents with the non-customized template, despite our custom templates being set as the default.

The entire point of non-admin users is that they are not able to change our templates, so every document generated should be using the custom forms that I have set. Standard users can not correct the issue themselves, as they do not have the Customize menu available on their screens.

Since yesterday, the only viable workaround has been for me, as Admin, to open each newly generated Invoice and Estimate and then click the Customize menu available only to Admins. I do not need to change anything, as the proper customized Invoice template shows with a checkmark. But the mere act of an Admin clicking on this menu now causes the Invoice (or Estimate) to Preview or Print with the selected custom template.

This is not a browser/cache issue. This is a new issue since yesterday where all non-admin users can only generate Invoices and Estimates with the non-custom templates until I, as admin open each document, make no changes other than clicking the Customize menu and then verify with Print/Preview. After that the Invoice/Estimate will preview and print correctly for all users. This cycle repeats for each and every new Invoice/Estimate.

It is not viable to change Standard users to Admins for security purposes and I am very concerned that automatically generated Invoices will be emailed improperly. This is a new problem only occurring since yesterday. Prior to that, the default templates as set in our account were respected for all users.

The problem could be resolved if Intuit developers could force the system to once again respect the templates that are properly set for all users.

The problem is more complicated and has been occurring for us as well only since yesterday.

Like the original poster, we are experiencing the issue where the customized templates for Invoices and Estimates are not being used as the Defaults despite all settings being correct.

Every new Invoice and Estimate created since yesterday by Standard users uses the generic templates despite the customized templates being set as Default within Custom Form Styles.

The only way to get the Invoice/Estimate to display and print in our customized template is for an ADMIN user to open each Invoice/Estimate, click on the Customize menu only available to Admins. The Admin does not need to select a different template, as it shows the proper customized form as the one with the checkmark beside it. After merely clicking this menu and verifying the custom template is already selected, Print/Preview shows the correct customized template for all users for that specific Invoice or Estimate.

This is not a browser/cache issue and is consistent for all Standard users.

The system is not obeying the custom form that Admins set as the Default, until an Admin opens the document. As the Standard user does not have the Customize menu, they are not able to change the template themselves.

It is not a viable option to grant all Standard users Admin access to resolve the issue of the system not obeying settings. This is a security and data integrity issue and you should not be recommending granting Admin access as a workaround to a new bug in your system.  Every user is not set to Admin for a reason and it is reckless to advise otherwise.

I have toggled defaults, reset caches, opened in private windows and wasted much Admin time because the system is not obeying what is already setup and had been working prior to yesterday. While it can be worked around with otherwise unnecessary manual Admin intervention, this is not viable long-term and is of great concern for Recurring Transaction invoices to be e-mailed as Scheduled.

I appreciate you for performing some troubleshooting steps to fix the issue, @rotofo. Please know that this isn't the kind of service we want you to experience with us. No worries, I'm here to help address your invoice concerns right away.

I recognize the importance and urgency of getting this issue resolved. That said, I'd like to inform you that there is an ongoing investigation regarding this issue. Also, our engineering team is already working on a solution to the error that you're getting.

I'd suggest reaching out to our QuickBooks Online Support so you'll be added as one of the affected users. This includes the support hours, so you'll know when agents are available. Rest assured that once any updates are available, you'll be notified through email.  

Once everything is set, you might want to utilize this link as a reference to seamlessly manage your receivables. This will guide you in recording the invoice payments.

Your patience and understanding in this situation are much appreciated. I’ll hear you out if you have other concerns about managing invoices. It'll be my pleasure to assist you.

I appreciate the follow-up and am hoping that you can provide a reference number for the issue.

To boil the issue down for your tech team:

The system is no longer querying (or at least respecting) the custom templates that are set as default for Invoices and Estimates for non-Admin users.This is despite the correct templates being displayed as properly set as the defaults within "Custom Form Styles" for all users (Admin and Standard). Each and every user's settings show that the system is set to use the custom templates.

Standard users do not have a "Customize" menu option to manually correct the issue within Invoices and Estimates, so an Admin now needs to click this menu under their login for each and every Invoice and Estimate. This issue only started occurring for us the past 2 days.

Correcting this issue should involve forcing the software to once again respect and only ever use the defaults as set by an Admin, which was the case until 2 days ago.

Thanks for getting back to this thread, @rotofo. 

As mentioned by my colleague above, this issue has been raised with our product engineers. They are already working to know the root cause of the issue and find a fix. 

For you to be part of the lists of affected users and be notified of its status, please contact our support team. You can use this investigation number as your reference: INV-66257.

Moreover, let me attach this resource to help you personalize customer sales forms in QuickBooks: Customize invoices, estimates, and sales receipts.

Don't hesitate to get back on this thread if you have other questions about customizing your invoices in QuickBooks. I'll be happy to help you again. Stay safe!