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hsdkimberly
March 24, 2020
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Invoices not appearing in Income Tracker?

  • March 24, 2020
  • 3 replies
  • 0 views

I'm having a somewhat worrying issue. I really enjoy using the Income Tracker to keep track of the status of our invoices, but recently I've realized that it's not showing me all of the Open Invoices I've sent?

 

I have one customer account that I was expecting a payment from, it's now a few days overdue, and I was just going to check the Income Tracker for details, but it doesn't show up! When I run a report or check the Customer page, it's there and unpaid..

 

Is there some reason that it wouldn't appear? Some setting somewhere? I've ran a rebuild already to see if that fixed it, and it didn't. 

 

Any advice would be greatly appreciated! I love the Income Tracker but it needs to be reliable or else it's not worth it.

    Best answer by Rasa-LilaM

    Welcome back to the Community,


    I appreciate you sharing with us the result of the troubleshooting steps provided by my peer. Since the tool didn’t find any issues, I recommend you get in touch with our Technical Support Team.


    They have tools like screen-sharing to verify the root cause of the missing open invoices. Once the permanent fix is available, our phone support will guide you through the step by step process to take care of the problem on your Income Tracker.


    The most up to date contact details can be found here:

     

    1. In your company file, go to the Help section of the company file to see the contact details.
    2. Choose QuickBooks Desktop Help to open the Have a Question window.
    3. Hit the Contact us link to see the Contact Us screen.
    4. Click the Search for something else link to enter the issue in the field box.
    5. Press Search to display the Start a Message menu.

    For tips, online tutorials, and other resources, check out the QuickBooks Q & A link. It provides a breakdown of articles of the processes you can perform in the desktop version.


    Stay in touch if you have any other concerns or questions. I’ll jump right back to assist further. Have a good one.

    3 replies

    Michael K
    Michael K
    March 24, 2020

    Thanks for reaching out and doing those troubleshooting steps, @hsdkimberly.

     

    Let's run your Company File through QuickBooks File Doctor to make sure we can get this resolved. Check it out:

     

    1. Close QuickBooks.
    2. Download the QuickBooks Tool Hub file. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop).
    3. Open the file you downloaded (QuickBooksToolHub.exe).
    4. Follow the on-screen steps to install and agree to the terms and conditions.
    5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub. If you can't find the icon, do a search in Windows for QuickBooks Tool Hub and select the program.
    6. From the tool hub, go to the Company File Issues tab.
    7. Click Run QuickBooks File Doctor. It can take up to one minute for the file doctor to open.
    8. In QuickBooks File Doctor, select your company file from the drop-down menu. If you don’t see your file, use Browse and search to find your file.
    9. Hit Check your file (middle option only) and then Continue.
    10. Enter your QuickBooks admin password and then Next.

     

    The scan time depends on your file size. In most cases, it can take up to 5 minutes. Once the scan finishes, open QuickBooks and your company file. Your issue may have been resolved even if the scan says it was unsuccessful.

     

    If you still run into this issue in the future, I recommend contacting our support team. They'll be able to share your screen and check out what may be causing the issue in-depth.

     

    Let me know if you have any other questions by hitting the Reply option below. I'll be here if you need me. Have a wonderful day!

    H
    hsdkimberlyAuthor
    March 24, 2020

    I tried the repair and it found nothing wrong.. I guess I'll have to try and contact support.

    R
    Rasa-LilaMAnswer
    March 24, 2020

    Welcome back to the Community,


    I appreciate you sharing with us the result of the troubleshooting steps provided by my peer. Since the tool didn’t find any issues, I recommend you get in touch with our Technical Support Team.


    They have tools like screen-sharing to verify the root cause of the missing open invoices. Once the permanent fix is available, our phone support will guide you through the step by step process to take care of the problem on your Income Tracker.


    The most up to date contact details can be found here:

     

    1. In your company file, go to the Help section of the company file to see the contact details.
    2. Choose QuickBooks Desktop Help to open the Have a Question window.
    3. Hit the Contact us link to see the Contact Us screen.
    4. Click the Search for something else link to enter the issue in the field box.
    5. Press Search to display the Start a Message menu.

    For tips, online tutorials, and other resources, check out the QuickBooks Q & A link. It provides a breakdown of articles of the processes you can perform in the desktop version.


    Stay in touch if you have any other concerns or questions. I’ll jump right back to assist further. Have a good one.

    M
    mbrammer
    January 2, 2021

    I have this same issue.  I like to use income tracker to make sure all of the invoices have been emailed out.  For some reason not all of them are showing up in the tracker and some have been missed.

      C
      Catherine_B
      January 2, 2021

      Hi there, mbrammer.

       

      I've checked in our system and it has been reported and our engineers are already looking into a permanent fix about the income tracker not showing all the invoices. While they do, you'll want to use reports to view all open invoices. 

       

      Let me show you how: 

       

      1. Open your company file.
      2. From the Reports menu, choose Customers and Receivables. 
      3. Click Open Invoices. 

      You can also customize the report to get the data you'll need. 

       

      I'd also suggest contact us so we can add your account to the open investigation. You can follow the steps provided by colleagues above or you can click here. 

       

      Always know that the Community is open and ready to help you with your questions. Take care and have a great day!

      H
      hsdkimberlyAuthor
      March 25, 2020

      Evidently it's related to a software issue. The hope is that when we upgrade to the 2020 version it will be remedied.

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