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Custom invoice template not being applied when printing and preview and sending to customers

Forum|Forum|7 years ago
March 12, 2019
10 replies
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I have been using the Custom Invoice Template for the longest period of time up until 10 days ago when the custom invoice template is not being applied when Creating Invoice from Estimate or Creating a New Invoice. The invoice template reverts to the Standard quickbooks invoice template when i click on 'Print and preview'!!

QB helpdesk had tested my custom invoice template and noted no exceptions. They informed it could be a backend problem and affecting many users and are investigating. Is the backend team working expeditiously to remedy the situation?? Anyone else facing the same issue? Thank you.

QuickBooks Online

Best answer by Kari_G

Thank you for your patience while we worked on resolving this. We released an update to address your feedback.

Prior to this change, any time an Estimate was converted to an Invoice (with progress invoice setting on), the Airy new template would display. Now, when converting an Estimate to an Invoice (non-progress invoice or progress invoice) any template you have set as default will display, including invoice templates imported into QuickBooks Online via Import Styles.

Note: If you do use progress invoicing, we highly recommend using the Airy new template as this is the only template that is optimized to display key progress invoice information such as the Estimate Summary and the Due column. This level of detail is not available on imported invoices.

To set your imported invoice template as default:

Select the Gear icon
Select Custom Form Styles
Locate the imported template
From the Action column select the Down Arrow ↓
Select Make default

To update the system template to Airy new:

Select the Gear icon
Select Custom Form Styles
Locate the Standard/Master template (or your desired template)
Select Edit from the Action column
From the Design tab select Change up the template
Select Airy new
Select Done

We appreciate your patience while we worked on resolving this.

J

JamesDuanT

Thanks for bringing this into our attention, Jeremy.

We've received reports regarding this and our engineers are already working for a fix. I'd recommend contacting our QuickBooks Customer Care Team again. They can add your profile to the list of affected users and keep you up to date about this.

Click the Help menu in the upper-right corner.
Select Contact us and enter the needed information.

We'd appreciate your patience as we work for a resolution.

J

Jeremy_TAuthor

Its been 10 days since we raised the issue to Quickbooks customer care. We have been creating the invoices manually outside of Quickbooks in word docx format...... and its extremely time consuming having to copy and paste all information over again from the Estimate when previously we could just do it with a click....... We are not talking about creating a few invoices but thousands..................... Please look into this matter with utmost urgency as it is affecting the operations dramatically. Thx.

J

Jeremy_TAuthor

Hi, is anyone looking into this matter?? And are many accounts affected? We used quickbooks because of how efficient work is done hence streamlining operations. However, this issue on the custom template has caused alot more trouble, time cost and hindering operations drastically. Please someone look into this matter with utmost urgency.

Thank you.

A

Anonymous

I am having the same problem and have been waiting for an update for about a month. However, the custom invoice template created from word has worked a couple times when I create a new invoice. I do most of my invoicing from estimates especially when progress invoicing. When I create an invoice from an estimate, it reverts to the standard quickbooks invoice template no matter what custom invoice is selected.

R

RaymondJayO

Hi there, @547225,

Yes, I've checked here on my end that the investigation is still open about the invoice template always resorting to standard. Our Product Development Team is currently working to have a permanent fix within a quickest time.

For your progress invoicing concern, the program is designed to work with the Airy Template. Just to verify, which specific custom invoice template are you using for your progress invoicing? This way, I can check here on my end if there are ongoing issues specific for a template.

If you want to use your chosen custom template, you can perform the workaround steps below:

Open the estimate and mark it as closed. Please don't convert it to an invoice.
Manually create an invoice based on the info prefilled from the estimate.

In the meantime, please give us a call to our QuickBooks Online Customer Care Team. By doing so, they'll be able to add your company to our notification list. Email updates will be sent as soon as the issue is resolved.

We thank you for your patience, @547225. You can count me in if you need anything else.

J

Jeremy_TAuthor

Please stop repeating that your engineers, your product team etc is working on it working on it.... please give specific timeline, what is causing the issue and how you all are fixing it? Will your engineers or product team give us back lost time? Do you know how much additional time required to manually recreate the invoice? It’s double work!

There’s so many people affected. Yet one month and no resolution. This is a joke.

N

Nickel

Same here, really annoying and costs a lot of time. Actually, I am surprised to read all this, while I have been in contact with support for more than a week and they have no clue.

S

ShiellaGraceA

Hi Nickel,

There has been an open ticket about this issue and our engineers are still gathering data for their investigation.

You'll want to contact our Customer Care Support again to get you added to the list of affected users.

We'll surely update this thread once the issue is resolved.

We're always here to help if you have other questions.

C

cetanorak

Same issue here.

The "copy estimate" workaround does allow you to apply custom invoice template styles to the new, copied invoice however you lose the links to the original estimate?

Is there a way to link a copied invoice to a specific estimate? If not, then this workaround is not suitable.

E

estherdean

This issue is also killing us. There is a workaround which is to create a copy (More>Copy) of the invoice when then creates a duplicate, and inexplicably creates the correct template. But it is so very dangerous; duplicate invoices, invoices no longer tied to estimates, it breaks the ability to see the audit trail, etc etc.

Our custom template has all of our payment details on it so we have had nightmares with firms using that as an excuse to delay payment, etc etc. We are a software company too, so it all looks very embarrassing from our side.

We've had to spin up a trial of Xero with a view to shifting over if it isn't fixed soon. The account manager at Xero I spoke to said that he had dealt with at least 15 other administrators who had this issue. :mansad:

E

estherdean

I just issued the below (I've removed some stuff specific to us) to our accounts team and stuck it on all of their screens! Hope it helps someone until fixed:-

Create the Invoice in the normal way (ie, go to the Estimate, and click "Create Invoice" and choose whether this is a staged payment invoice or a full amount invoice).
Check that the INVOICE NUMBER is correct and add an "x" to the end of the number. Ie, instead of 3992, make it 3992x
Do what else you need to do with the Invoice to prepare it
Now - click SAVE to save the invoice (do not "save and send"), then click MORE and click COPY. An exact clone of the invoice will appear.
The invoice number will have INCREMENTED by one (so it will be 3993x). Change it back to 3992, removing the "x" from the end.
This can now be printed, saved, save and sent or whatever in order to issue the invoice.
When done, go back to the invoice list and open the invoice with the "x" at the end of it. When open, click MORE and DELETE to delete this invoice

This way if you have a bunch of invoices to raise, you know that you just need to always never have any invoices with an "x" after their number in the list.

U

user22

It is absolutely ridiculous that this has not been fixed by quickbooks. It has been months. I would like to know if this issue is a priority?? So far, it does not seem to be. After several months, someone should have found a resolution by now. I have been on the list to receive updates and there has still not been any updates. I'd like to know when this will be solved, otherwise, we will need to switch our invoices to another company.

G

Gatsoman

Support, on March 11th you said “We've received reports regarding this and our engineers are already working for a fix.”.

It is now May 27th.

Given that invoicing is fairly obviously a key element of the service I think it is reasonable that you look at a partial subscription refund for your users. I would urge anyone with this ongoing problem to email the ‘voice of the user’ email found in a link on the page you get by googling “intuit executive leadership” and apply some pressure: quite frankly an accounting package as large as QuickBooks with an inability to invoice properly is laughable!!

Support, please stop with the ‘our engineers are looking into the problem’ nonsense and ‘we will notify you as soon as there is a fix’. As the owner of a software development company, had I have had an issue like this for so long, my development team would no longer be employed.

What exactly is going on - where are we at with this issue?

Kristine Mae

I know where you're coming from, Gatsoman.

If the same thing happens to me, I bet I'll feel the same way.

Though, I'd like to clarify what issue are you encountering? Since this thread is composed of different invoice concerns.

If you're referring to the Progress invoicing issue, this only happens when the Airy classic style is used. In the mean time, you can use a different template. If you don't want to use a different one and you're not using progress invoicing, you can turn it off, and create invoices from estimates normally.

Here's how to turn it off:

Click the Gear icon, then choose Account and Settings.
Go to the Sales tab.
Click the Pencil icon in the Progress invoicing row.
Uncheck the Create multiple partial invoices from a single estimate box.
Click Save, then Done.

If you're referring to the estimate not converting to an invoice correctly, we have a workaround. You'll have to create the invoice separately from the estimate.

Both of these issues are still under investigation. Although a fixed resolution date is unclear at this time, rest assured that our team is working diligently to get a permanent fix.

You may want to contact our customer care support as well so you'll get added to the list of affected users. You can follow the steps my colleagues posted at the top to get in touch with us.

Please don't hesitate to let us know if you have other concerns.

G

Gatsoman

The issue the vast majority have is that you create a big standard estimate. No partial invoicing, just a single estimate. You then convert it to an invoice. Even though on the invoice the custom template is selected, the invoice that gets generated is the ‘standard’ QuickBooks invoice.

The workaround seems to be to duplicate the invoice, creating a new one (unlinked from the estimate) , which then creates an invoice template properly.

Excuse my cynicism, but I don’t think you are working diligently if we have had no progress in over 8 weeks. My dev company has performed 7 ground-up signed off solutions in that time.

Kari_GAnswer

Thank you for your patience while we worked on resolving this. We released an update to address your feedback.

Prior to this change, any time an Estimate was converted to an Invoice (with progress invoice setting on), the Airy new template would display. Now, when converting an Estimate to an Invoice (non-progress invoice or progress invoice) any template you have set as default will display, including invoice templates imported into QuickBooks Online via Import Styles.

Note: If you do use progress invoicing, we highly recommend using the Airy new template as this is the only template that is optimized to display key progress invoice information such as the Estimate Summary and the Due column. This level of detail is not available on imported invoices.

To set your imported invoice template as default:

Select the Gear icon
Select Custom Form Styles
Locate the imported template
From the Action column select the Down Arrow ↓
Select Make default

To update the system template to Airy new:

Select the Gear icon
Select Custom Form Styles
Locate the Standard/Master template (or your desired template)
Select Edit from the Action column
From the Design tab select Change up the template
Select Airy new
Select Done

We appreciate your patience while we worked on resolving this.

vpcontroller

@Kari_G wrote:

Thank you for your patience while we worked on resolving this. We released an update to address your feedback.

Prior to this change, any time an Estimate was converted to an Invoice (with progress invoice setting on), the Airy new template would display. Now, when converting an Estimate to an Invoice (non-progress invoice or progress invoice) any template you have set as default will display, including invoice templates imported into QuickBooks Online via Import Styles.

Note: If you do use progress invoicing, we highly recommend using the Airy new template as this is the only template that is optimized to display key progress invoice information such as the Estimate Summary and the Due column. This level of detail is not available on imported invoices.

To set your imported invoice template as default:

Select the Gear icon

Select Custom Form Styles

Locate the imported template

From the Action column select the Down Arrow ↓

Select Make default

To update the system template to Airy new:

Select the Gear icon

Select Custom Form Styles

Locate the Standard/Master template (or your desired template)

Select Edit from the Action column

From the Design tab select Change up the template

Select Airy new

Select Done

We appreciate your patience while we worked on resolving this.

Most be a real though bug to fix it for over one year, even by Intuit Software company can't resolve this. Wow!

C

cakarancshah

Its been 2 years now from your query and i am Facing the same issue.

Is the team still updating the systems?

RenjolynC

I appreciate your time joining in on this thread, cakarancshah.

Currently, there's no investigation open for this type of issue. If the custom template is still not applying when printing an invoice in QuickBooks Online, we can do some basic troubleshooting steps. This will help us check if issue is caused by the piled up cache in your browser.

Here's how:

Open an incognito or private browser. This mode doesn't save your browsing history.
Sign in to your QuickBooks Online account.
Try printing an invoice using the custom template. If it works, go back to your regular browser and clear its cache.
Close and re-open your browser afterwards.
Alternatively, try using a different supported browser.

If you're getting the same result after trying out the steps above, I recommend contacting our Customer Care Team. They have more tools to investigate what's causing this behavior in your company.

Here are the steps:

Click the Help icon located in the upper right-hand corner.
In the Help window, click the Contact Us button located at the bottom.
Enter your question and click Let's talk.
Choose either Start a chat or Call us.

If you have the new QuickBooks Assistant help update, you can follow these steps:

In your QuickBooks Online account, go to the Help > Assistant.
Type Talk to a human and proceed with I still need a human.
Click the Contact us link.
Select either Messaging or Callback.

For QuickBooks Desktop, please make sure that the program is updated to the latest release. Then, perform the Verify and Rebuild Data to fix any data damage in your company file.

If the same thing happens, you can reach out to our Customer Care Team by following these steps:

In your QuickBooks Desktop program, go to Help > QuickBooks Desktop Help.
In the Have a Question window, click the Contact Us link at the bottom.
From the Contact Us page, select any topics.
Under Here's how to connect with a QuickBooks expert section, click the Start a Message or Get Phone Number button.

I'm also adding these articles for more details:

Please keep us posted on how it goes. We want to know if the issue is sorted out. Take care and stay safe!

F

foundationsystemhawaii

I guess this is an ongoing issue that just can't be fixed. Having the same problem - by the thread of these messages, it's been ongoing since 2019. Has ANYONE received an answer and resolved this issue??!!!

1

1emb1

my custom invoice only prints a size 4 x 6 inch upper left corner of the invoice. It used to print the whole invoice no problem. They told me I had to buy the subscription in order to get any help. My version is too old 2017 and they don't deal with it anymore. I don't need any of the extra crap they add or the payroll so I can't see paying for a new subscription when the 2017 fit my needs. I would have to figure it out. I have tried to uninstall and install so many times. Quickbooks used to be the best there was, falling short big time now. I have used it since 1996.

G

Gossmike

I have the same issue. My customers are not receiving the invoice or it's an invoive that does not provide the template info.

S

ShangY

I've got your back, Gossmike. I'll share what's causing the issue and guide you through the solutions, so you can get back to sending out those invoices without a hitch.

Below are the factors and solutions to ensure those invoices land in their inboxes.

New Migration: If you've recently migrated data from QuickBooks Desktop to QuickBooks Online, reset your email address by navigating to the Account and settings section in QuickBooks.
Spam/Junk Mail: Your invoices might end up in your customers' junk or spam folders. Ask them to check these folders and, if necessary, clear and re-enter your email address.
Email Server Allow list: QuickBooks Online email server hostnames and IP addresses might not be included in your outgoing mail server allow list. If that's the case, please contact an IT expert to add these to the allow list.

For more detailed steps, refer to this article: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

Furthermore, ensure to select the correct invoice template before sending it out.

In the future, if you're looking to add a personal touch or specific details to your sales forms, this resource will be a great help: Customize invoices, estimates, and sales receipts in QuickBooks Online.

It'll guide you on how to tweak your invoices and sales documents to suit your preferences perfectly.

If you have any more questions or worries about making sure your invoices show the right template info, just let me know. I'm here to help and make sure everything goes smoothly for you!

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