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Level 1
QuickBooks Team

Hey there, EAsharon.

Welcome to the Online Community. Let’s get the email address to show on the invoice by performing the browser troubleshooting steps.

You can start by opening the company file using the InPrivate or Chrome's incognito window. The browser’s cache stores data to speed up loading times.


When there are too many of these files accumulated, they can cause unexpected behavior like what you've just experienced. Here's how to open a private browsing for each browser:


  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Internet Explorer: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

Next, open QBO and try creating an invoice. If your client’s email address shows up in the Customer email field, the main browser may be filled with data from previously visited websites.

Removing older logs enhances QuickBooks performance and clear space. Check out the How do I clear my browser cache and temporary Internet files article for detailed instructions.


Stay in touch if you need further assistance while working in QBO. Please know I’m here to help and make sure you’re taken care of. Have a good one.

Level 1

I tried all the suggestions, but it still doesn't work.

QuickBooks Team

Hello, @EAsharon.


The template you're using may be damage the reason why you're getting this problem. At this time, I encourage using another form template to check if the issue is within the form template.


Here's how:


  1. Tap on the Plus (+) icon, then select Invoice under Customers.
  2. Click on the Customize button beside Make recurring.
  3. Select the template you want to use.

If you're getting the same issue, I suggest reaching out to our Support Team to check and investigate this further securely. To contact support, tap on Contact us from the Help menu.


Keep me posted if you have any other questions. I'm always here to help. Have a good day!

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