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Level 1

Why is the invoice missing the header parts that don't change?

 
6 Comments
QuickBooks Team

Re: Why is the invoice missing the header parts that don't change?

Hi there, @tony11.

 

Good to see you here in QuickBooks Community. Allow me to help provide some information about the invoice missing header in QuickBooks Online (QBO). 

 

We have an ongoing investigation where the header information is not populating in PDF when clicking the invoice Print or Preview button. Our engineers are already investigating the root cause of this unexpected hitch and are working to implement a solution. 

 

While we're continuing to work on resolving this issue, I recommend calling our QuickBooks Online Support Team so they can add you to our notification list of affected users to receive live email updates about this issue.

 

Here's how you can contact our phone support:

  1. Click this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select the version of QuickBooks, click Contact Us.
  3. Type-in Customer Support on the search bar. 
  4. And click Get the Phone number below. 

For future reference, you may check these articles:

We appreciate your patience as we work through this. Don't hesitate to leave a comment if you have other questions about Invoice. I'll be around to help you out.  

Level 1

Re: Why is the invoice missing the header parts that don't change?

This is also happening in the footer. The thank you is missing. The other footer note ie below the margin and becomes invisible. I can see it on my Mac when I print preview the PDF. This is May and this is not resolved?????????????

QuickBooks Team

Re: Why is the invoice missing the header parts that don't change?

Hi BeyondTheBox, 

 

I have reviewed the investigation where your concern is associated to and found out that it's already resolved. What you've experienced right now can be caused by browser-related issue. We can perform a few troubleshooting steps to fix this. 

 

Here's how: 

  1. Let's log in using a private browser since private browsers don't store cache files. Preview the invoice PDF afterwards. 
  2. If the header and footer are already visible, we can clear your main browser's cache. Stored or piled up cache files can sometimes cause QBO not to function well. 
  3. You can also use other browsers like Mozilla Firefox, Google Chrome, Safari or Internet Explorer. 

If the issue persists, please give us a call so we can further investigate this issue. Follow the steps on how to contact us given by my colleague above.

 

The Community team is always here to help you with your concerns.  

Level 1

Re: Why is the invoice missing the header parts that don't change?

Use of non-standard browsers is not a solution. You need to properly support Safari.

 

I cleared the cache and it did not fix the problem.

 

Have you logged into a QB Online account and tried it yourself to see if you can recreate the issue?

QuickBooks Team

Re: Why is the invoice missing the header parts that don't change?

Hello there, BeyondTheBox.

 

Thanks for the quick response. I want this to be taken care of.

 

Similar cases have been reported about the missing header parts on invoices. Our team of engineers have announced and released a fix for this issue.

 

If you're still having the same problem with invoice header, I recommend you give our Customer Care Team a quick call. This way, they can open a new investigation for you.

 

Here's how you can reach them:

  1. Sign in to your QuickBooks Online company.
  2. Click the Help icon in the upper right of the screen.
  3. Select Contact US on the pop-up. 
  4. Enter what you're needing assistance with in the How can we help? field and choose Continue
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

Keep in touch if you have other questions about QuickBooks. I'm always here to assist you further.

Level 1

Re: Why is the invoice missing the header parts that don't change?

Why are you referring to the header when I am not?

 

So this is not support. I will call 100% from now on. 

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