Wordings disappeared in the “payment” box but still showing on the documents

We make sure all of our customer concerns are solved as soon as possible, @Yachties.

May I ask on which part on your QuickBooks Online account transactions where wordings disappeared in the payment box but still showing on the documents? This is for me to get a better picture of what's happening and ensure we are on the same page.

You can also send screenshots here in the Community, but make sure to black out sensitive information to protect the account.

Looking forward to hearing from you. Have a great day!

Hi, it is under custom form styles, under invoice or estimate, then under the Content tab > Your Payment details.

The sentence “Transfer the xx xx  xxxx below” can’t be removed because it’s not shown. As attached. Thanks 

@MirriamM A 2nd screenshot, thanks 

Thanks for the additional details and screenshots you've provided above, @Yachties. With them, I can be able to guide you on the actions you need to help you remove or edit the info in the Your payment details field on your customized forms in QuickBooks Online (QBO).

I've replicated your scenario (customising an invoice template) on my end, and I'm able to make changes and remove the info in the Your payment details field. 

With that, I would encourage you to perform some troubleshooting steps. This is because most common display issues or damaged webpage data can be caused by too many cache files in the browser.

You can start by pulling up your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Once signed in, go to the Gear icon, select Custom form styles, and then customise your sales form. 

If you're able to remove the Transfer the xx xx  xxxx below sentence in the Your payment details field, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performance issues. However, if this matter continues, I'd recommend using other supported browsers.

Also, you may want to check out one of our Help pages to guide you in managing your transactions and monitor the growth of your business using QBO: Help Articles for QuickBooks Online.

Keep me posted in the comments on how it goes. If there's anything else you need or concerns about customising sales forms in QBO, I'll gladly help. Take care, and have a great day, @Yachties.

Hi there,

would you mind send me an email so I could show you a few more screenshots and footage?

Browsers’ versions are fine and problem still happening.

 Thanks 

Thanks for coming back for more support, @Yachties.

Since the issue persists even after following my peer's suggested fix, I'd recommend contacting our Customer Care team. That way, we can take a closer look at the issue through a screen sharing session and help you fix it. 

Here's an article that you can visit to learn more about customising invoices and sales Forms in QuickBooks Online. 

Feel free to post your concerns again. I'd be delighted to help.

Hi,

Your customer care doesn’t work, I tried 10 times plus. See attached. 

Thanks for letting us know about this, @Yachties.

Let me help you get in touch with our Customer Care Support so you'll be able to resolved the payment box label. Here's the link: Start Chat.

To contact:

1. Go to Help at the top.
2. Select Contact Us in the Search tab.
3. Click Start a chat.

You can also try other supported browsers and follow the above steps to get hold of our representative. Here are the list browsers:

• Google Chrome: Version 78 or newer
• Mozilla Firefox: Version 76 or newer. Note: To preview and print forms on Mac OS, you'll also need the Firefox PDF plugin.
• Microsoft Edge: version 75 or newer
• Safari: version 12 or newer (Mac only)

By contacting, our representative can assist you and investigate further.

Here's a link in case you need help with other QuickBooks-related tasks. It has our general QuickBooks topics with articles: Help Articles for QuickBooks Online-International. 

Please leave a comment anytime below if you have follow-up questions. I'll be around for you. Take care and have a great day ahead.