Question

customer unable to open sent invoice

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Hi i'm using 'quickbooks self-employed' and I have just sent an invoice to a customer which they are unable to open , I have tried emailing it to myself and the same thing happens.

I have attached a screen shot . I am hoping someone can help ? up until this I have had no problems at all with the software

Cheers

Wayne

QuickBooks Self-Employed

JamesC

Hey Wayne,

Thanks for Joining us on the UK Community Page for QuickBooks.

We do have a new investigation into some issues with invoices, but the error message is different than you attached - We'd encourage you to "Export to PDF" the invoice - You'll then be able too attach this to your emails as an attachment, rather than replying on the in-system methodology.

With the error message being different, I'd be inquiring if they have an alternative browser to the one this has loaded up on, so we can see if it's local to that browser - the SS is Safari, can we try Chrome, Firefox?

S

SimonTong

Sorry to jump onto this thread, but this issue doesn't seem to have been resolved. I'm having the exact same problem with a client opening my invoice on a Windows machine with internet explorer. The link to download invoice doesn't show, nor does any information on how to pay the invoice. This was in a school with strict software restrictions so trying a different browser isn't an option, and I'd be really worried if you're not supporting default browsers.

I have taken your advice and downloaded the invoice myself and sent it (something I can't do from the app so it's not a good long term workaround)

T

TaliaI

Hello SimonTong,

QuickBooks is designed to work on Chrome - we do not support Internet Explorer or Microsoft Edge, and so if any customers do have issues like yours, we need to be able to check if it works on the supported browser before we can raise it to our engineers. If they do not have access to another browser, the workaround of downloading the invoice and sending it manually is your only option.

Thanks,

Talia

G

Gavwatts

Hi. I’m. Having the same problem, i am using self employed via an iPad and iPhone. Some customers are receiving my invoices with the amount on but unable to open them. When following the instructions on the error message ie copy and pasting link the same error message reappears. I shed only just got my Quickbooks to start working again after the HSBC issue, and now this! It’s starting to get beyond a joke!!

T

TaliaI

Hello Gavwatts,

We apologise for the issues you have had with the product. Is it the customers that receive the error message, or yourself? Could you please send us this message?

Thanks,

Talia

G

Gavwatts

Hi Talial.

It’s the customer receiving the error message. I’ve sent a test invoice to myself and the same happens.

The screenshot is attached.

N

Nevadacool

Is it possible to resolve this issue, or should I just get my money back???

N

Nevadacool

It is great to update your software, but when you screw things up, it costs me time, and time is money! First you have Turbotax as a separate part of your business, then you screw up my invoices to my customers, so now I can't get paid@! F U

BettyJaneB

Hi there, @Nevadacool.

I'd like to get you pointed in the right direction to get assistance with your invoice concern as well as with account inquiry.

In situations like this, it'd be best to reach out directly to our Customer Care Team. This team is the best resource for such inquires as they're able to pull up your account in secure space while the Community is a public forum.

They'll discuss with you the details about your account query and add you to the list of the affected users when it comes to your invoice issue. Additionally, if you have any "How do I" questions with QuickBooks Self-Employed, you can always visit this link: QuickBooks Self-Employed

Please know that the Community is always here should you have any concerns with QuickBooks. We're always here to lend a helping hand.

P

PAWriter

I have just recently started having this problem. I am using a Chrome browser. I had to send the pdf version to the client in order for them to pay the invoice. Although it would send through the QB Invoice, the client was only see a link to pay, but not the invoice itself.

I

Iandempsey 11

I am new to QB today, just sent first 3 invoices of which nobody can open.

Will this be resolved?

K

krafty_kutz-outl

I’m so glad I’m on a free trial. This app is a joke I’ll definitely be moving over to another app. Fancy running a business app that is only locked into a certain browser is this day and age.
my clients can’t open there invoices and I’m expected to tell my clients to clear the cache. What a flaming joke.
kind regards

b

P

paul3108-live-co

They have been aware of this problem for years and still nothing done someone even told them how to fix it getting fed up with it.

C

cleanbrighthull

I've been having this problem the last couple of months. It's October 2023 and it's still going on. Think I'll have to look elsewhere you're obviously not bothered about it. Unbelievable!

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