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Level 2

Custom Fields no longer show up on packing slip


In QBO Plus edition, I use a custom invoice form with 2 custom fields, called PO and Sales Rep. Fields.PNG These 2 fields have been showing up on the packing slip no problem, up until TODAY.  For some reason, these 2 custom fields WILL show up on the packing slip for the "Standard" invoice (below),Standard invoice form.PNG




but not for my "Custom" invoice form (below). 

Custom Invoice Form.PNG

Prior to today, both packing slips showed the same fields.  Nothing changed on my end.  Is this a bug???

12 Comments 12
QuickBooks Team

Custom Fields no longer show up on packing slip

Thank you for reaching out to us, @Carol2020.


I'll be glad to help you with your custom fields concern.



Based on the information you provided, You can delete and recreate the invoice with the Purchase Order number and Sales Rep.  


If the issue persists, We can perform some troubleshooting.


You can start by opening a Private Window or an Incognito Window in your web browser. This will lead us to a clean slate in opening your account with fresh data.


Here's how:

  • Mozilla Firefox / Internet Explorer: Press CTRL Shift P
  • Safari: Press Command Shift N
  • Google Chrome: Press CTRL Shift N

Once you're in the Private / Incognito Window, sign in to your QuickBooks Online account.


If it works, you can go back to your original browser and clear the cache. Alternatively, you can use other compatible browsers.


You can also check on this article: Customize invoices, estimates, and sales receipts for more information about custom fields.


We're always here in the Community to help if you have other questions related to QuickBooks. Stay safe!

Level 2

Custom Fields no longer show up on packing slip

Thanks for the response.  As you suggested, I deleted and recreated the custom invoice template.  I also tried the Incognito Window with both Firefox and Chrome. Neither solved the problem. 


Additional information: The custom invoice template I am using is the "imported" kind.  There are no QB errors during the import.  I am attaching the import file here.  BTW, I am using Windows 10 Home.


As I said previously, this was working fine on Apr 14.  I would be happy to try any additional ideas you may have, but I do think you might investigate your end as well.

QuickBooks Team

Custom Fields no longer show up on packing slip

Thank you for getting back to us and performing the basic troubleshooting steps that were shared above, @Carol2020.


Since you've mentioned that you don't have any issues with these custom fields earlier, I'd recommend reaching out to our QuickBooks Specialist. They have the available tools that could verify the issue and have it resolved. 


Here's how you can reach out to them:


  1. Click the Help menu in the upper-right hand corner.
  2. Type in "Talk to a human", then press Enter.
  3. Select Contact Support Team.
  4. Type again Talk to a human and click Contact Support Team.
  5. Choose between Ask the community, or Chat.

contact qbo row.PNG

Please check out our support hours to ensure that we address your concerns on time.


Also, our Help articles might have something that can help you with your QuickBooks concerns, too. Just make sure that the topic is set as "QuickBooks Online" to browse for related posts.


Let me know how it goes by adding a comment below. I'll be more than happy to provide you further assistance. Have a good one.

Level 2

Custom Fields no longer show up on packing slip

This is happening to me too. Was fine on Friday, 4/26/21, and today it is missing on all our custom forms. Shows up fine on our invoice, but no go on the packing slip. The "Standard" form shows the PO 

Joesem M

Custom Fields no longer show up on packing slip

Hello there, @GSC123.


Thanks for joining this thread and letting us know that you have the same concern about the custom fields not showing up on the packing slip. Allow me to share some insights to get you back to working order.


Have you tried following the suggested troubleshooting steps, provided by my colleague KennethA_ to sign in to your account using an incognito window? If you haven't, I would recommend doing it to narrow down the issue. 


Also, make sure to mark both Internal and Public boxes in your company settings. This will ensure those custom fields will appear when printing your sales forms and packing slip.


Let me show you how to accomplish this:


  1. Go to the Gear ⚙ icon at the right top, then select Account and Settings.
  2. Select Sales from the left navigation bar.
  3. Go to Sales form content, then mark Internal and Public.
  4. Click Save, then Done.

If the issue continues to occur, I recommend contacting our QuickBooks Support Team so they can review your account. Agents have the necessary tools, like screen-sharing to get you back up and running. You can follow the steps shared by ReymondO on how to reach them.


Additionally, you can visit these articles that will guide you in customising sales forms in QuickBooks:



If you have any other follow-up questions, let me know by commenting below. I'm here for you. Have a great day!

Level 2

Custom Fields no longer show up on packing slip

I do not have the option for "Internal and Public"

When I click on "Custom Fields" I still do not have the option

This has never been an issue, for the past few years, until Monday 4/26/21

See attached for screen shots

QuickBooks Team

Custom Fields no longer show up on packing slip

Hi @GSC123,


I suggest you open your browser's private window. This will allow you to isolate cache, which is the usual culprit for unexpected behaviors.

  • Google Chrome: Ctrl + Shift + N
  • Microsoft Edge: Ctrl + Shift + P
  • Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N

If this works, go back to your regular browser and clear its cache. Otherwise, open an alternative browser that's available for you. 


If the issue persists, I suggest you contact our Technical Support team for further assistance. They can pull up your account information within a secure environment, and investigate this issue for you.


See this article for the steps: QuickBooks Online Support. Please take note of their hours of operation so you know when they're available.


You're always welcome to post here in the Community if you have other questions about QuickBooks Online. I'll be around to help you out. 

Level 2

Custom Fields no longer show up on packing slip

Exact same problem at the exact same time.   PO # no longer appears in Packing Slip.   Gone to support several times and still no solution...HELP...I have to manually write the PO#...customers are upset!

Level 2

Custom Fields no longer show up on packing slip

Same here!  I've contacted them 3 times, and still not fixed. Last tech support guy said that they did put out an update around that time that affected the "custom" field boxes. I have 2 custom field boxes that no longer appear on my packing slip.  Crazy thing is, if I select a QB "standard" invoice to print or view, then print the packing slip... those custom fields appear.  If I change it back to my "custom" invoice, print or view, then print or view the packing slip... those custom fields are gone again.

Level 2

Custom Fields no longer show up on packing slip

It appears that the problem is when I import a Invoice Template.  The Invoice looks good but the packing slip does not have custom fields.  I have moved to a Quickbooks Invoice template and the Packing Slip is back to normal.   Unfortunately, I had to figure it out myself since after 3 times of talking with support for at least an hour, they said they would call me back...and never did!

Level 2

Custom Fields no longer show up on packing slip

Same thing here.  And we cannot use the standard QB invoice because it does not work for us.

QuickBooks Team

Custom Fields no longer show up on packing slip

Hi there, GSC123.


Let's make sure that we get those custom fields added to your templates. 


Have you tried the troubleshooting steps were shared in the earlier responses? If not, let me share these steps to check if a possible issue is causing the custom fields to not show up when importing invoice template:


Start by using an incognito/private browsing session or a different browser. Here are some of the keyboard shortcuts to quickly open an incognito session: 

  • Ctrl Shift N  for Google Chrome
  • Ctrl Shift P for Firefox
  • Control Option +if you're using Safari
  • Ctrl Shift P for Microsoft Edge

Once done, go back to your account and click the Update button in the upper-right hand corner of your Online Banking. If you can see that it's being updated, follow the steps in this article to delete your browsing history: Clear Cache And Cookies To Fix Issues When Using QuickBooks Online


I would also recommend reaching out to our support team just in case the issue remains. They can take a closer look at this to determine what's causing the issue. 


Don't hesitate to join us again in the Community if you need more help. We're always here to guide and assist you anytime.