Why is there no way to set up a custom message for invoice reminders anymore?

Hi there, @RP1015.

I hope you're having a great day! Thanks for visiting us again here in the Community. I'll guide you on how to set up a custom message for invoice reminders.

You can find the option to edit the email message under the Reminders section. It's in the Sales tab from your company settings. 

Here's how:

1. Head to the Gear icon and then Account and Settings.
2. Select the Sales tab.
3. Go to the Reminders section and click the Edit icon.
4. Click the drop-down arrow next to Default email message for invoice reminders.
   
5. Edit the subject line and body.
6. Hit Save.

You may also refer to this article for your reference: Send invoice reminders automatically or manually in QuickBooks Online.

Let me know how these steps resulted or if you need further assistance customizing your email templates. I'll be right here to help.

Hi RP1015.

Hope you’re doing great. I wanted to see how everything is going about setting up a custom message for invoice reminders. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at any time.

Looking forward to your reply. Have a pleasant day ahead!

The reply is set up.  The problem now is when I send a reminder, the email the person is actually receiving is not coming through.  The subject only says "Invoice - Email Subject" and the body copy only says "Email message" instead of the actual message (snippet attached).  I have been using invoice reminders for years and it's been fine.  This just started happening last week.

We can perform some troubleshooting steps to get this “Invoice – Email Subject” message resolved when sending an invoice, @RP1015.

I've checked our records and there's no reported case about this one. There are times when a browser's cache data becomes full of frequent access to web pages or is damaged. This causes odd behavior when sending an invoice reminder.

To better isolate this issue, let's sign in to QuickBooks Online (QBO) using a private or incognito window. This helps us confirm browser-related issues since this mode doesn't use the existing cache data. Let m show you how:

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

Then, try sending the reminders manually by following the steps below: 

1. Go to Get paid & pay or Sales.
2. Select Invoices.
3. Find the invoice you'd like to send a reminder for.
4. From the Receive payment dropdown, choose Send reminder.
5. Customize your message and press Send.

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

Visit our Invoices and payments page for more insights about managing your company's income and sales transactions.

I'd be happy to hear any updates after performing the steps as I want to ensure this is resolved for you. Just add a reply below and I'll get back to you. You have a good one. 

This did not work.  The email message is still not going through.  This is not just for the one customer (Regina).  I am testing it with my email.  This is happening with all customers.

I can see you've been through a lot fixing this issue with invoice reminders, @RP1015.

It seems like there's an ongoing investigation about the error you're experiencing sending invoice reminders to your customers. I recommend notifying our product developers about this by contacting Customer Support. This allows them to add your account to the list of affected users.

Once resolved, you'll get an email notification from the team.

We appreciate your continued patience while we're working on this for you. Keep in touch and let us know if you need further help handling invoices. Keep safe always!