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K
Kibberia Accounting
September 2, 2021
Question

Invoice Disappearing

  • September 2, 2021
  • 4 replies
  • 0 views

Has anyone had an invoice just disappear?

I had an invoice that was entered. I even have a print copy of it. And then it just disappeared. The Audit Log only shows me adding the invoice into Quick Books. The deletion of it is not on the log. It's just gone.

    4 replies

    R
    Rea_M
    September 2, 2021

    This isn't the kind of experience we want you to have while managing invoices in QuickBooks Online (QBO), @Kibberia Accounting.

     

    This unusual behavior of the QBO system (disappearance of an invoice) can sometimes be caused by the browser's overtime collection of data from frequent page visits. To isolate this matter, you can perform some troubleshooting steps.

     

    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 Invoices tab from the Sales menu. From there, filter the invoice's Status and Date to narrow down the search.

     

    If you're able to find the invoice you're looking for, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performances issue. However, if this matter continues, I'd recommend using other supported browsers.

     

    Once you're done, I'd recommend pulling up the Invoice List or Open Invoices or Invoices and Received Payments report. This way, you can effectively monitor your invoices, as well as your income and receivables. To do this, go to Who owes you, a section from the Reports menu's Standard tab.

     

    Also, QBO gives you the tools to create attractive and professional-looking invoices. With this, you can add the info that matters most to your business. To know more about this process, you can check out this article: Customize invoices, estimates, and sales receipts in QuickBooks Online.

     

    Please keep me posted on how it goes. If you have other concerns about managing invoices and income transactions in QBO, you can drop a comment below, and I'll gladly help. Take care always, @Kibberia Accounting.

    K
    Kibberia AccountingAuthor
    September 2, 2021

    The invoice was no longer listed on the Invoices page. It just disappeared, but was not deleted by one of our employees. The invoice# was no longer being used once it disappeared.

    Adrian_A
    Adrian_A
    September 2, 2021

    I appreciate you for getting back to us, Kibberia Accounting.

     

    At this time, I'd recommend reaching out to our Phone Support team so an agent can take a look at your account and verify this further.

     

    You can contact them through this link: QuickBooks Online Support.

     

    Also, if you want to take and process payments within your QuickBooks Online account, you can send online invoices.

     

    Don't hesitate to Reply to this thread if you have other concerns. Keep safe!

    B
    Baileychatt14
    May 27, 2022

    Did you ever get this issue solved? I sent an invoice a day or so ago, got a confirmation number that it was paid by the customer, and now its just GONE with the money as well.... Not sure what to do. The only proof I have is the email I got sent saying the customer paid the invoice but when I sign into quickbooks, nothing is there. Like you said in your post, it completely disappeared and I've tried everything. Just acts like it never existed in the first place.

      LieraMarie_A
      LieraMarie_A
      May 27, 2022

      Glad to see you here, @Baileychatt14.

       

      I'd be pleased to assist you today. Allow me to share some basic troubleshooting to help resolve this unusual behavior.

       

      Issues like missing transactions are usually the result of outdated or corrupt cache files in your web browser. Let's try accessing your account through an incognito window to rule out the possibility of a webpage issue. You can refer to these shortcut keys to open an incognito window in all supported browsers:

       

      • Chrome: Ctrl+Shift+N
      • Firefox: Ctrl+Shift+P
      • Safari: Command+Shift+N

       

      Log in to your account and find the missing transactions. If everything is complete, I recommend clearing the cache of your regular browser so you can access QuickBooks with a clean slate. You may also use a different supported one.

       

      Otherwise, if it overwrites the first one, I suggest contacting our Customer Care Support team. This way, they can take note of your case and raise a ticket for further investigation if needed.

       

      Additionally, running reports is a great way to locate your entries. You can customize them to focus on specific accounts or filter for specific things.

       

      Visit me here again in the Community and keep me posted on your progress with locating your invoices and payments. I'm determined to help you succeed.

      S
      SLM2481
      July 6, 2023

      Did anyone resolve this for you guys? The same thing happened to me - all invoices and a recent payment gone - funds never received but the customer paid the invoice? Why is this a chronic issue for QuickBooks??? Big YIKES!!!

      P
      pianogal
      July 29, 2023

      All of my invoices are gone too.  ALL of them. ugghh and I'm in the middle of following up on a couple that are late, now I don't have the original to send to them. so frustrating

      C
      ChristieAnn 11
      July 29, 2023

      Thank you for visiting the QuickBooks Community, pianogal. This isn't the kind of feeling I'd wish you to have, and I know how vital it is to have the invoices to send to your customer. I'll share an update about this matter and ensure you'll be routed to our support to assist you further.

       

      Please know that issue of several invoices being disappeared in your QuickBooks has been recently tagged as an ongoing issue. Our product engineers are now working to fix this as soon as possible.

       

      I suggest contacting our QuickBooks Online Support Team so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive updates through email once the issue is resolved.

       

      Lastly, you may refer to this article if you need steps to view, create, and edit sales transactions from within the Sales page: View sales transactions in QuickBooks Online.

       

      I'm always here to help if you have any other concerns or questions about invoices in QBO. Just tag my name in the comment section and I'll get back to you as soon as I can, pianogal.

      M
      MichaelOD
      February 21, 2024

      Missing an invoice from last year.  Now all I have is an unapplied payment.  This is the second time intuit has corrupted my file in two months.  Why did you force me onto your buggy online platform?  Why couldn't I keep the desktop?  I never had any trouble maintaining the integrity of my company file.  Intuit on the other hand have proven absolutely incompetent at file maintenance!  It's not your data.  It's mine.  Give it back.  Intuit has proven to be untrustworthy.

       

      As always, I wasted my time with incognito mode and clearing cache (wouldn't shouldn't be necessary, and isn't on any other brand of software).  As always, it didn't work.

       

      Why do I have a "fresh new look" and the same bugs we've been complaining about for years are unfixed?  This is accounting software, not a karaoke app.  Why can't you demonstrate a modicum of social responsibility and focus on not corrupting customer accounting data instead of fresh new looks forcing us all to relearn your awful, awful software?  Why not take a break from stealing from poor families with your free file scam and fix your worthless software?

       

      WHERE'S MY INVOICE!?!

      M
      MichaelOD
      February 21, 2024

      Why are you emailing my invoices so I have no sent copy?  What is that asinine thinking?  Intuit is too incompetent not to lose invoices.  I think you guys have forfeited the mail traffic.  At least if I had control over that, I could look in the sent box for the INVOICE THAT INTUIT LOST.

       

      I'm an electrical engineer with 30 years experience.  I've authored software, used specials with only a few users, been a first user on a new compiler, learned countless apps for customers, and as God as my witness, I have never used buggier or more undependable software than QuickBooks Online.  You guys deserve some kind of award for not only executing the worst design, but maintaining it so it's ever less dependable.  I hope karma finds you all.

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