Why Customers cannot see/view invoice?

Hello there, @jmartin6.

Most common display issues might be caused by too many cache files in the browser. This is the possible reason your customers are unable to see your invoice sent. 

To help fix this, I recommend accessing your QBO account via a private browser. You can also have your customers access the View invoice link through a private browser. It's a great way in isolating the issue since it doesn’t store data in the cache. Here are the following keyboard shortcuts:  

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

From there, you can create a test invoice and resend it. If it works, you can go to your regular browser and clear its cache. This deletes the stored cache files and gets a clean slate in the browser. If not, you can use other supported browsers.  

To learn more about this process, read through this article: What Happens When You Send An Invoice?.  

Stay in touch if you have other questions or concerns about invoices. The Community is here to lend a hand. Thanks for joining and I wish you have a lovely day ahead.

Your telling me over 100 customers have the same issue of clearing cache. QuickBooks has made a change without informing the customer. QuickBooks has changed the verbiage and the way the invoice is viewed. You cannot view the invoice unless you click on "Pay Invoice". Most people want to review an invoice or it needs to be sent for approval before PAYing. It only makes sense to see/view the invoice before making payment.

I hear your sentiments, @jmartin6.

Let me make it up to you by making sure your customers can view their invoices before paying them. First, I'd agree that having other options to see the invoices will ensure your customers can review them. 

I've got steps you can consider performing. You can send the invoice as a PDF attachment instead. This way, your customers can see them before making their payments. 

Let's perform a few tweaks on the Account and Settings page to achieve this. Here's how:

1. Click the Gear icon, and then choose Account and Settings.
2. Select the Sales tab, and then navigate through the Online delivery section.
3. Make sure to check the PDF Attached box, and then choose Online invoice from the drop-down.
4. Click Save, and then Done when you're ready.
   

Once done, you can now send your invoices as you normally would. In case your customers don't receive them, you can use this handy resource to resolve it: Solutions when customers aren't receiving your invoices. 

Also, you'll want to know when QuickBooks deposit customer payments. This way, you can review them and ensure your records are up-to-date.

Lastly, I recommend visiting our QuickBooks Blog site to keep up with the latest news and product enhancements.

You can count on me if you have more questions about managing your invoices in QuickBooks. I'd be glad to help you some more.

Those are the setting we have. The customers are NOT getting the invoices and are NOT able to view the invoices. 

Hello there, @jmartin6.

I appreciate for getting back to us and providing an update about the settings you have on your end. Let's get you over to the phone or messaging support team to fix the invoice issue.

Since the necessary troubleshooting steps are already provided in this public space, please proceed with contacting our QuickBooks Support Team. I recommend using the Get a callback or Start a chat feature from the Help menu to get in touch with them.

This way, they can share additional steps and resolve your issues timely. Here's how:

1. Go to the Help menu at the upper right. 
2. Choose Contact Us. 
3. Enter your specific concern in the What can we help you with? box. 
4. Click Let's talk. 
5. Select Get a callback or Start a chat. 
6. Enter your contact information. 
7. Choose Confirm my call or Send message. 

If you need tips and related articles in managing your account, you can check out our QuickBooks Community help website.

Please let us know if you need anything else. The Community and I will be here to help you.

My customers can’t view my invoices when I send them. I’ve tried viewing the invoices in my emails that I’ve sent and I can’t view them either. 
I’m not getting paid occasionally because customers can’t see what they are paying for. 
When’s this getting fixed? The whole idea of this isn’t working atm 

I hear your sentiments, utwothefly.

You'll have to ensure that you've send the invoice as a PDF attachment. This way, your customers can see them before making their payments. You can trigger this by ticking the PDF Attached box. Here's how:

1. From the Gear icon, select Account and settings.
2. Go to the Sales tab and then navigate through the Online delivery section.
3. Tick the PDF Attached button.
4. Select Online invoice.
5. Click Save and then Done.

Then, try sending invoices again. 

Also, to know when you'll be able to receive their payments, you can check this reference: Find out when QuickBooks Payments deposits customer payments.

Keep me posted if there's anything that I can help with recording payments. Keep safe!

I am having this problem too, no customers are able to view the invoices. I also can not find the options that are being suggested to fix the problem to attach as PDF which would be useful, presumably this is because I'm on what appears to be a very ridiculously limited version of Quickbooks as self employed (finding more and more limitations of this every day)? I also tried getting through to someone on Chat, sat waiting for 20 minutes waiting for a response, even though it said an agent had joined the chat? I'm seriously considering moving to another accounting platform.  

Thanks for joining the thread, @KBrooks1. I'll help you with your concerns about customers being unable to view invoices in QuickBooks Self-Employed (QBSE).

To get rid of this problem, let's perform a few browser troubleshooting solutions to view the invoices in QBSE.

Most common display issues might be caused by too many cache files in the browser. This is the possible reason that your customers are unable to see your invoices. 

To help fix this, I recommend having you and your customers access their QBSE account via a private browser and view the invoice details from there. It's a great way of isolating the issue since it doesn’t store data in the cache. 

Here are the following keyboard shortcuts: 

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

If it works, you can go to your regular browser and clear its cache. This deletes the stored cache files and gives a clean slate in the browser. If not, you can use other supported browsers.

To know more about how the Invoice feature works in QBSE, you can check out these articles: 

• Create an invoice in QuickBooks Self-Employed.
• Record or attach expense receipts in QuickBooks Self-Employed.

Let me know how this goes and leave a reply below. I'm always here to help you. Have a good one!