Issues with the e-invoice function. After invoice validated, and Send Invoice, the PDF in the email does not contain the validation QR code. It's ok if manually download.

We can perform some troubleshooting steps to verify if you also cannot view the QR code on your end, JTech.

First, I suggest clearing your cache and cookies, which will fix display problems on websites caused by old content. Doing so allows the latest version of web pages to load correctly, and using updated and supported browsers ensures you get the newest features and improvements.

After you’ve completed the troubleshooting steps mentioned earlier, you can send the invoice to yourself to check if the QR code appears in the email. If it does, you can suggest that your customer also troubleshoot on their end to help them use the QR code correctly when paying invoices.

Once everything works smoothly, you can utilize this article to learn how to send statements to show customers summaries of their invoices: Create and send customer statements in QuickBooks Online.

Feel free to revisit this thread if you have further concerns, and our Community Space is always available to help.

I have done the steps above, unfortunately the PDF that is attached the email i sent myself do not contain the QR code.

We commend your efforts in performing some troubleshooting solutions to resolve the QR code issue, JTech.

Since the issue persists after performing the troubleshooting steps, we recommend reaching out to our Customer Live Support team. They will look into the root cause of this issue and ensure this is properly addressed.

Here's how:

1. Navigate to the Help section and select the Search tab.
2. Enter "contact support" in the search box.
3. Click the Contact Us button.
4. Select your preferred method to connect with our support team.
5. Follow the on-screen instructions based on your selection.

If you have any further concerns, our Community Space is here to assist you.

I have having issues sending PDF invoice via email that contains the LHDN validated QR code. The PDF contained in the email does not contain the QR code. Manually viewing and printing the invoice shows the QR code. I am using the airy template. the invoice is successfully validated by LHDN.

I have reached out to Live Support, and they have told me that currently there is no feature that supports the PDF invoice that is emailed to contain the validation QR code by LHDN. Is this true?

If it is not, how do we fix it?

If it is, shouldn't this be part of the basic implementation of e-invoice?

We understand the importance of ensuring the LHDN validation QR code appears on emailed invoices, and we appreciate the time you've taken to bring this issue to our attention, J Teoh.

Please know that the validated QR code should appear on the emailed invoice when using supported templates, such as the Airy template.

Since you're experiencing an unusual behavior, it's best to contact our Live Support team again to learn more about the issue and find ways to resolve it. Providing specific details, such as the template used and the steps taken, will help our team assist you more effectively.

Meanwhile, we suggest downloading the invoice PDF with QR code from the system and manually sending it to your customers.

We appreciate your understanding and patience as we work toward resolving this discrepancy. Please let us know if you have additional questions or concerns by leaving a reply below.

I am using the airy template. And I have contacted the Live Support Team.

And they have told me that currently there is no feature that supports the PDF invoice that is emailed to contain the validation QR code by LHDN.

At this stage, I am being given the go around, I am being informed that this is unusual behaviour and to contact Live Support. Live support is telling me such feature do not exist at the moment.

To follow-up, this is the support request and their response:

Case:15141626380
"This is Anthony from QuickBooks Online Global Care. I am sending this email to inform you if you have other concern than adding the QR code from the LHDN which is a product limitation, is there anything else I can help you with?"