Why has my "Message To Customer" on my invoices disappeared?

I am having the same issue and it has become a huge problem.  Please advise as to how to fix this.  My "Message to Customer" is no longer showing up on invoices that are emailed and paid through Quickbooks.  If I download them and email directly the information is there.  What can I do?

I tried to contact customer services but it says they are unavailable until Wednesday which is tomorrow.  Not sure why they aren't open today.  

Please help with this issue.  My "Message To Customer" is not showing up on invoices emailed and paid through Quickbooks.  If I download the invoice and email directly from my account, it is there but I shouldn't have to do this.  Customers should be able to download it themselves.  Please help.

I tried to reach customer service through Quickbooks but it says it is unavailable until Wednesday at 6am.  Why?  Today is NOT a holiday.

I'd be glad to help you with this, @Kathleen03.

Regarding the missing "Message on invoice" section in the invoice you've sent to your customer, your customer may need to use an incognito browser to see the message. It is located at the bottom part of the invoice. I've also replicated both your concerns about the invoice and contacting our support team and I find no problem with it.

I've added a screenshot for additional reference.

I'd suggest performing the browser troubleshooting steps to see if this is a data-related issue. You can share this method with your customer. Start by using an incognito browser to avoid using data. Then, let them open their email and check on the invoice if the message is there. If yes, they can clear the cache. An alternative way is to use another browser.

The method above also applies when you're trying to contact support. This is done because over time the data in your browser will become outdated and may cause any odd behavior. Here are the keyboard shortcuts to access an incognito browser:

• Google Chrome: Ctrl + Shift + N
• Microsoft Edge & Mozilla Firefox: Ctrl + Shift + P
• Safari: Hold down ⌘ + Option + P 

I've included this article for your future task whenever you'd like to personalize your sales forms: 

Customize invoices, estimates, and sales receipts in QuickBooks Online.

You're always welcome to get back in the comment section below if you need further assistance or questions. I'd be glad to help you through it. Take care.

Thank you for getting back to me.  This isn't an issue of cache because the customer message is there when I download it directly from inside the application.  It disappears when I email it to customers and they download from there or from the payment window.  

I shouldn't have to tell ALL of my customers to clear their cache every time they get an invoice from me - that doesn't make any sense and seems like an issue for the Quickbooks engineers.

I have been in an endless chat (greater than 1 hour at this point) with someone from quickbooks who has no idea what I am talking about and no idea how to help me.

I cannot afford to spend this much time on a wild goose chase - especially when the cost of this product has risen so dramtically in the last 6 months.  

It is clearly and issue that has been present for some time as someone posted about it in April.  What was the solution for them?

Thank you

I appreciate the details a lot, @Kathleen03.

I know how important it is to deliver the service and info that you wanted to share with your customers by using the "Message to Customer" field on the invoice. The invoice message should appear in customers' emails since you already set it up.

I want to make sure that your concern is taken care of by our specialists. Since we're unable to pull up your account on a public forum, I'd strongly suggest contacting our Customer Support Team through chat by using this link about the update of the investigation: Start a Message.

Also, you can sign in with your QBO account and follow the steps provided by my colleague @JenoP to get a call from our Technical Team. From there, they can do a share-screen about the issue and create another case for further investigation. Please refer to our support hours to call them at your most convenient time.

The article provided by @MarsStephanieL will also give some insights on how to beautify sales forms like invoices and sales receipts.

Let me hear anything else if you need further assistance. I'll keep my notifications open. Stay safe and healthy!

Once again - you guys are missing the mark.  I am talking about THE INVOICE - not the email.  I have a section called "message to customer" on invoices and this disappears when I email it to customers through Quickbooks.  If I download the invoice onto my computer from within the program, the message is there. If I email it to people, it disappears.

I was on a chat for over an hour yesterday and not only did the person NOT help me, he/she was unable to get a share screen going.  This is very frustrating and is a HUGE problem. 

As you can see from this thread, it has been an issue in the recent past.  It shouldnt' be this difficult to get someone to help me.  I don't understand.  

I am having the same issue. Did anyone figure out how to get this resolved???

Let's perform some troubleshooting solutions to get this sorted out, @shanbran.

I've checked here on our en and there's no reported case about this one. Sometimes, a browser's cache data becomes full of frequent access to web pages or is damaged. This causes odd behavior where the Message To Customer disappeared in QuickBooks Online (QBO). To better isolate this issue, let's try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

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

Then, try creating an invoice again. Here's how:

1. Click the + New Plus icon.
2. Choose Invoice.
3. From the Customer dropdown, select a customer. Make sure all of their info is correct, especially their email address.
4. Review the Invoice date. If you need to, change the due date in the Terms dropdown.
5. From the Product/Service column, choose a product or service. You can also select +Add new to create a new product or service right from the invoice.
6. Tap the Tax checkbox if you need to charge sales tax.
7. Press Save and close.

If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use supported, up-to-date browsers to roll out the possibility of a browser-related issue. 

Feel free to visit our Invoices and payments page for more insights about managing your company's income and sales transactions.

You can always leave a comment below after trying the steps as I want to ensure this is resolved for you. Take care always.

3 YEARS LATER STILL NO FIX?

WHY IS THE MESSAGE TO CUSTOMER BEING DELETED?

Hi, @Davecat1. Let me provide some insights about the message to customer option for your invoices.

The Message To Customer details still appear on your invoices. You'll find identical information reflected in the Body section once you send your transactions. I'm adding these screenshots as your visual reference.

If your invoices don't show these details or the messages get deleted, you can troubleshoot this by recording and sending your transactions through a private window to narrow down the result. You can save time by utilizing either of these keyboard shortcuts:

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

If it works fine, revert to your regular browser, then clear its cache to refresh the page.

To gain more insights while working with your invoices, refer to the resources provided in this article: Create invoices in QuickBooks Online. The same material will show you how to receive customer payments in our system.

On the other hand, if you'd like to personalize more and include specific information in your sales forms, you can utilize this article as your reference: Customize invoices, estimates, and sales receipts in QuickBooks Online.

If you have any follow-up questions about your invoices or sales entries, please share them in the comment section below. I'm here and ready to assist you with just a few clicks. Have a great day!

In custom form styles I set a message to customers and it keeps getting deleted after 1-2 days. This is an obvious bug and nothing I can fix on my end. You want to raise subscription prices but you do not fix simple bugs, I just dont get it. I cannot wait until I find an alternative to quickbooks.

I have been sending in a request to the devs for nearly 4 months to absolutely no response.

This is so infuriating and frustrating that such a simple BUG cannot be address and fixed after 3 years.

FIX IT ALREADY!

I can see the urgency of getting this resolved, Davecat1.

I get how it feels when you have issues while using the accounting software that isn't addressed right away. To further check this issue, I recommend contacting our Customer Care Team. They have the tools to pull up your account to deep investigate the root of the problem and why the issue keeps appearing.

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future reference, check out this article to learn how to receive invoice payment in QuickBooks Online. 

If there's anything else you need help with, please let me know by commenting below. I'm always here to answer any questions you may have. Take care.