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Eslyn
October 18, 2023
Question

Recipients email not showing invoice

  • October 18, 2023
  • 1 reply
  • 0 views

Hi

 

I use QBO to manage my clients. I click into my client, for example, who uses QuickBooks Self Employed. I send their invoices every month. But one of the recipients isn't receiving the invoice, they are receiving the email to say how much, but it is also saying 'We're sorry. We can't show the invoice details right now'

I have attached a screenshot from this person as we are confused why this is happening. As far as we are aware, none of the other clients are experiencing this and at the beginning of the year, their invoices were going through fine.

Any help would be greatly appreciated.

Sally

1 reply

JaeAnnC
JaeAnnC
October 18, 2023

Welcome to the QuickBooks Community, @Eslyn. Let's work together to ensure your client can view the invoice details after sending them from QuickBooks Online Accountant (QBOA).

 

First, let's rule out the possibility of a temporary system issue by sending yourself the invoice and verifying if you encountered the same problem. If so, we can let your client perform browser troubleshooting steps to clear up a misconfigured or corrupted cache that caused the error message. 

 

To do that, allow them to log in to their QuickBooks Self-Employed (QBSE) account in a private window. Please refer to these keyboard shortcuts:

 

  • For Google Chrome browser: Ctrl + Shift + N
  • For Mozilla Firefox browser: Ctrl + Shift + P
  • For Safari browser: Command + Shift + N

 

Once resolved, let them return to their regular browser to clear the cache or utilize another compatible one. However, I suggest contacting our customer support team if they still get the error message after performing the necessary troubleshooting options.

 

In the meantime, you may download the invoice as a PDF and send it manually to your client's email address.

 

Once paid, record it in QBO fully or partially to ensure your books are accurate and up-to-date.

 

Let me know whenever you need further assistance with invoices. We'll always be glad to help. Take care and have a good one!

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