I know how important it is to make sure your customers have all the details they need for their invoices as this ensures accuracy in payment and makes sure everyone is on the same page with your charges to them. It's awesome to hear that you're making use of the option to email invoices to your customers through QuickBooks Online, and my goal is to make sure this feature is working correctly for you all.
QuickBooks Online has a few settings when it comes to emailing invoices to customers so that you can decide how the message is displayed to them and their options once it's received. For your situation, it sounds like you would benefit from the following options: Show full details in email, PDF attached, and Online Invoice. Those might be what you have already, and here's how you can check.
- Select the Gear icon.
- Choose Account and settings.
- Click Sales from the left menu.
- Scroll to and select the Online delivery section.
There, you can select the options you want, including the ones I've mentioned, which will ensure the details are included in the email, that there's a PDF copy for your customer to download or open and review, and that they're able to click a link to view their invoice in a web portal.
If those are the settings you have already, I recommend sending an invoice to yourself as a test. You can always delete the invoice afterward so it doesn't impact your books, but doing this test will allow you to see if you're getting the same results as your customers.
In the event you're not having the same trouble as your customers, I recommend having them start by making sure they're using a supported browser. For instance, browsers like Internet Explorer or Edge are known to have these kinds of difficulties, so we recommend Chrome or Firefox for the best results. This article goes over that and has other system tips too: System requirements for QuickBooks Online, Accountant, and QuickBooks Self-Employed. Checking email settings may also help in this situation to make sure that it's not set to block any links.
If you are seeing the same trouble as your customers and you cannot open the link, start with that system requirements article as well, just to be sure you're operating in the optimal environment for QuickBooks Online. Since it's a cloud software, the way in which it and its features are accessed is important. You can also try things like clearing your cache or another browser type entirely to see if that helps, or checking your email settings as I've mentioned above.
To get further assistance with this after giving all of that a shot, I suggest contacting the QuickBooks Online support team outside of Community to work with an agent who can take a closer look at this with you. They'll be able to see the behaviour in action and determine any other troubleshooting steps that we may have missed here.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.
Use one of the above options to reach out. We're here to help!