The Invoice Preview in QBO no longer shows changes to the email communication. It only shows the boilerplate, even if changes have been made.

We appreciate your time reaching out to the Community, Ann. I'm glad to discuss with you the possible issue of previewing the updated email within your invoices in QuickBooks Online (QBO).

Currently, there are no reported issues regarding a newly updated email address not shown on the preview page unless invoices are being sent. There is a possibility that the system only recognizes the default template due to a browser-related technical issue.

To ensure a smoother experience when dealing with browser-related issues, I recommend using a private browser to help isolate unexpected errors in QuickBooks. You may use these shortcuts to enter private browsing mode:

• Safari: Command + Option + P
• Google Chrome: Ctrl + Shift + N
• Firefox or Internet Explorer: Ctrl + Shift + P

In addition to this, you may consider clearing Intuit-specific cookies by simply clearing your browser cache. This action can help reset website settings that could be the cause of problems while using QuickBooks.

Furthermore, you may check out this article for a comprehensive walkthrough including a video guide on recording invoices and bank deposits in QuickBooks Online:

• Record invoice payments in QuickBooks Online
• Record and make bank deposits in QuickBooks Online
• Enter and manage bills and bill payments in QuickBooks Online

If you encounter any challenges about other concerns in QuickBooks Online, please feel free to share them with me. I'm more than willing to assist you further. I look forward to your response and wish you a productive day!

Sorry, that's not the problem I am having.  Perhaps I didn't ask the question clearly.  My issue is that I customize the message that goes to an invoice recipient, yet when I look at the right Invoice Preview, my changes are not shown - only the boilerplate text is there.  The invoice DOES go through with my changes, which leads me to think this is a QBO issue.  

We appreciate you getting back to us in this thread, Ann. I'm here to provide some clarification regarding the customized email message that's not reflecting on the invoice preview.

The email message will not appear in the invoice preview if you've selected the Modern template when creating the invoice. However, the changes will be there when sending the form.

In your case, you can instead select the custom template to have the message reflect on the invoice preview when sending it. Here's how:

1. On the invoice form, click on Manage.
2. Go to the Design section and select the custom template from Other templates.

After that, the customized message will show when you Review and send the invoice.

On the other hand, please know that the preview for the custom template is currently unavailable if you're referring to the Email view beside the Edit tab when entering an invoice, as it will only work for the Modern template.

However, we can troubleshoot your browser to prevent issues related to a corrupted browser cache if the personalized email doesn't show up when previewing the invoice, even after selecting a custom template. For the detailed process, you can refer to the information provided by my colleague above.

Moreover, you can refer to these materials for guidance once you're ready to record customer payments depending on your business needs:

• Record invoice payments in QuickBooks Online
• Connect your QuickBooks Payments account to QuickBooks Online

Stay in touch with us in this thread for further assistance when customizing invoice messages or managing customer transactions in QuickBooks Online. We're here to help.