Question

Recently Missing "View & Pay Invoice" Button in Emails

Forum|Forum|5 years ago
September 16, 2020
5 replies
0 views

09/16/2020 4:54 PM Eastern Time

The "View & Pay Invoice" button is missing from my emails sent from QBPro Desktop. It's even missing now from PREVIOUS emails from months ago. I suspect the emails are fetching some HTML from an Intuit server which is not responding.

09/16/2020 5:38 PM Eastern Time

The button has returned to the emails, both past and present. What happened? An Intuit server was down and the fetch code in the generated email failed?

It's a bit disturbing that the code so my client can click to pay their invoices is not in the emails that I sent, but the code is fetched from an Intuit server. This is a bad programming design IMO. The emails should be STATIC and have all the code so the customer can click a button. At the very least, provide a backup static link in the email somewhere or some static code in the email to display "Server Offline, Try Again Later" if the fetch code doesn't work.

I had a customer call me an hour ago saying, "Hey, I wanted to pay your invoice online but there's no button, no link in the email." That's how I was alerted to this problem.

QuickBooks Desktop

N

Nick_M

Hi there, scottkeen.

Thanks for dropping by the Community, after doing a little digging< found that this issue can occur when the data is damaged and needs to be repaired. To repair it, follow these steps:

Solution 1: Repair your company file using the Rebuild Data tool

The Rebuild Data tool is built-in to QuickBooks Desktop and automatically fixes minor company file data issues.

Go to the File menu, then hover over Utilities and select Rebuild Data.
On the QuickBooks Information window, select OK. Follow the onscreen steps to save a backup.
Let the tool repair your file. It may take some time. QuickBooks may seem stuck, but as long as you can move your mouse, the tool is working.
When the tool finishes, select OK.
Go to the File menu. Then hover over Utilities and select Verify Data.
Let the tool check your file for data issues.

If QuickBooks doesn't find any problems, select OK. You can keep using your company file. You don't have any data damage.

If QuickBooks finds an issue with your company file, select Rebuild Now.

If you’re still having data issues after rebuilding your company file, try again. If the first rebuild took 2+ hours, contact support.

Solution 2: Repair your company file using QuickBooks File Doctor

If you still have data issues, use the QuickBooks File Doctor to fix your company file.

Solution 3: Manually repair your company file by rebuilding your data

If you’re comfortable manually fixing your errors, you can find the errors you can fix from the Verify Results window. Before you get started, make sure to backup your company file.

To manually fix data errors:

Go to the File menu. Then hover over Utilities and select Verify Data.
Let the tool check your file for data issues.
From the Verify Results screen, select Expand All to see the errors.
For the steps to fix the error, select See Online Article. If the error doesn’t have an article, contact support for help repairing your company file.

Solution 4: Contact support

If your company file can’t be fixed by rebuilding the data or using the File Doctor, contact support and we’ll help you repair the file.

If you have any other questions, feel free to post down below at anytime. Thank you and have a nice evening.

S

scottkeenAuthor

Thanks for replying but what you sent me was not the solution, had nothing to do with the issue.

As I said in my original post, half an hour later the View & Pay Invoice button appeared in my invoice emails in my Inbox. The SAME emails were missing the View & Pay Invoice button half an hour before I posted.

What this tells me is that your generated email code that is sent to my customers is doing a fetch to an Intuit server to put the View & Pay Invoice button in the email. When the fetch fails, the button goes missing. When the fetch succeeds, then the button appears.

This has nothing to do with my QB data file or data file corruption. I did nothing to the data file and the missing button came back in the same emails on their own where it was missing half an hour later. That's an Intuit server problem.

Intuit needs to write better code for the generated emails so that it displays some sort of "Please View/Pay Later" message in the email when your fetch to the Intuit server doesn't work rather than just displaying nothing in the email leaving my customers wondering why they can't pay me.

Angelyn_T

Thank you for the clarification, @scottkeen.

We have to gather enough details from you to review this behavior about the View & Pay Invoice button for invoices in QuickBooks Desktop. For the security of your company and information, this is not something we can do here in the Community forum. That said, I encourage reaching out to our Support Team so a representative can check and investigate this further.

To contact support:

Open this link: https://help.quickbooks.intuit.com/en_US/contact.
Select QuickBooks Desktop, then click on Continue as a guest.
Choose your QuickBooks Desktop version.
Click on search for something, then enter a short description of your concern in the Tell us more about your question: section.
Tap Search, then choose a way to connect with support.

Or, open this article for the steps: Contact the QuickBooks Desktop Customer Support Team.

Let me know if you have any other questions by adding a comment below. I'm a few clicks away to help. Have a good day!

D

danbry11

This is happening to us also. Very frustrating. Quickbooks support is absolutely clueless. I spent six hours on the phone with 2 different techs. Neither was able to rectify the issue. Said they would escalate issue and get back with me, of course that never happened. Horrible customer support. I am considering canceling our subscription and using another service. This is just unacceptable.

S

sboolman75

Having the same issue here. Hope it gets resolved soon!

Rubielyn_J

Thanks for joining this thread, @sboolman75.

If you already perform all the steps provided and still get the same result, I encourage you to contact our support team. They have advanced tools to review your account and further investigate this.

Here's how:

Open your QuickBooks.
Go to the Help menu, and then select QuickBooks Desktop Help.
Click Contact Us.
Give a brief description of your issue.
Choose Let's talk and then choose a way to connect.

For more details, please refer to this article: Contact QuickBooks Desktop support.

Additionally, here's how to set up and use progress invoicing in QuickBooks Desktop.

Please let me know in the comment section how it goes. I'll be around to help you more. Have a nice day.

T

Think Machine

Just in case someone runs across this problem, here is my solution since Technical Support and Customer Service for Quickbooks is sometimes inept.

Goto Edit > Preferences > Send Forms

Goto either My Preferences or Company Preferences (whichever you use) and Uncheck the "Use "Plain Text" format for emailed invoices".

This will enable the format which you can send with boxes and hyperlinks and not as plain text.

D

DataDome

I figured out my version of this problem. I only recently turned on this feature in the last 3 weeks. It was working great until that button just wouldn't appear on a specific client invoice I was trying to email. Turns out this particular invoice I had drafted on a date prior to turning on this feature and was finally sending ~3 weeks later. So I deleted the "pre-dated" invoice and created a new one with the same invoice content and voila!, the pay invoice button showed up. Hopefully this helps anyone with this version of the problem. It seems this issue manifests itself in multiple ways. Good luck, all!

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