Question

Name is not displaying on customer invoices. Is someone coding in production???

Forum|Forum|7 years ago
November 29, 2018
7 replies
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Original commenter did not share additional details

QuickBooks Online

Hello there, @luvdogs914.

Thank you for posting and sharing your experience while working with invoices in QuickBooks Online (QBO).

If you're referring on the name that reflects when printing invoices, you must have checked the box beside Use display name under the Customer information to show the display named used. Let me show you how:

Click Sales at the left pane.
Select Customers.
Select a customer in the Customers page.
Click Edit beside New transaction.
Under the Display name as column, type in the display name you want to appear on the invoice.
On the Print on check as, put a check-mark on the box beside Use display name.
Click Save to save the changes.

That would display the display name used while printing invoices. If you're referring to something else, feel free to let me know. I'd be glad to help!

M

Magspas

Tried the steps you listed and still does not show up on the invoice when I print or email it

Rubielyn_J

Hi there, @Magspas.

I'd be glad to help you display the customer's name on invoices. We can perform some troubleshooting steps to fix this.

There are times that the browser is full of frequently-accessed page resources, thus accumulating and corrupts the browser cache causing the runtime user interface to malfunction.

To start, access QuickBooks account using a private/incognito browser. You can use the shortcut keys below:

Google Chrome: Ctrl + Shift + N
Internet Explorer: Ctrl + Shift + P
Mozilla Firefox: Ctrl + Shift + P
Safari: Command + Option + P

Once you're in, create an invoice again to check if it works. If the name is displayed on the invoice, we'll go back to your regular browser and clear the cache to get rid of the stored junk files.

If the same thing happens, you can use other recommended browsers. It could be that the one you're currently working on has a temporary issue with QuickBooks.

Also, I've added this article that can guide you in creating and sending invoices in QuickBooks Online.

Please let me know if you have other queries about managing your invoices. I'm here to help. Have a great day.

Q

qatarisun

I have the same issue! One hour ago everything was displaying properly. After lunch break customer name has disappeared from the invoice, it shows only the address.

I tried to clear cache, to change the browser - nothing help. Someone has to fix this once and for all!!!

IamjuViel

Hello, @qatarisun.

I'm here to guide you in performing an additional troubleshooting steps to isolate this unexpected behavior. Let's start by accessing your account on a private browser or an incognito browser. You can use either of these keyboard shortcuts:

Ctrl + Shift + N (Google Chrome)
Ctrl + Shift + P (Firefox)
Control + Option + P (Safari)

Then, let's try creating a new invoice template. Here's how:

Go to the Gear icon.
Choose Custom Form Styles.
From the Custom Form Styles, click the New Style button.
Choose the invoice style you want to use from the Design column.
Click Done.

Once completed, make sure to use the latest style you designed in creating the new invoice.

If the issue persists, I'd recommend contacting our Customer Care Team. A specialist can securely look up your account and further investigate the root cause of this issue.

Let us know if you have any other questions, or concerns. Thank you for your time and have a nice weekend.

P

Paul Cassaro

Hi, All, Came here to figure out why the customer's name was not printing on the invoice. If you have edited the billing address in the customer's detail screen, it may not be displaying the same way on the invoice editing screen. Just make sure the addresses are entered exactly the same, then the name appeared!

P

paulah2836

I am having the same problem as well. I just printed 37 invoices and 2 don't show the names. All of the rest were fine. I have gone through all of the details on the 2 customers missing names and nothing is different than the others. I guess we will have to hand write the names in. Very unprofessional. We pay a lot of money each month for this platform to have to send invoices out without names on them. This has been going on for quite some time with us as well. I just googled this to see if there was a fix yet. Obviously not.

P

pumprescue

Hi paulah,

clearing browser does nothing on this issue as I'm sure you've found, the only thing I found to fix it (on QB Online) was someone finally suggested to make any alterations to the invoice name if needed (these were the ones that didn't show the name for me), save it, then from the drop down list beside 'print', select 'copy' the invoice. On the copy, in my cases, the name then showed. You then delete the original and carry on as normal.

Hope this helps.

A

accounts459

We are seeing this occasionally and it may well be a cache issue, however, what has not been clarified is the issue seems to present itself at the point of form creation. For us either estimate or invoice, but may affect other forms. When the form is created the system will try and automatically add the name and company details to the address on the form. If this fails, the form is still created, however, the name and business name will be missing. You would need to try and keep an eye on the form you are creating and look out for the ,missing details.

Now, the confusion here, is that once the sales form is created it is a snapshot of the address as it was then, no amount of clearing the cache will alter the address that is saved on the sales form. The only way to do that it to manually alter the details by editing the form.

I have found that I may have the browser sitting open for days with multiple tabs of QBO open and performance takes a drop. I would advise that to minimise problems like this that at least the browser is restarted daily, preferably the whole device.

S

Simon_H

I had the same issue. Happened after changing the customer address, then the customer name would not appear on invoices.

The address appearing on the invoice was not the same format as the one I had edited in the customer details screen. Once I had them matched up, the customer name reappeared on the invoice again.

C

Charies_M

Hello there, Simon_H.

Issues like missing customer names on invoices can be fixed by performing some basic browser troubleshooting like the previously mentioned above.

If you've done all the recommended steps shared by this thread, I suggest contacting our QuickBooks Care Team. This needs to be investigated thoroughly so they can come up with a permanent fix.

Here's how you can reach us:

Go to the Help menu at the upper right.
Select Contact Us.
Enter your concern.
Click Let’s talk.
Choose Get a callback.
Type in your contact info.
Select Confirm my call.

Check out this article for our contact information. Click on the QuickBooks Online (QBO) drop-down to see the most updated support schedule: Support hours and types.

You might want to read through this guide on how to customize invoices, estimates, and sales receipts: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Anything else you need help with can be answered here in the Community. Just let me know and I'd be happy to assist. Have a good one.

U

User since 2008

I have never seen this before, but happened today.

I have the display name in the edit tab, but when you email or print the invoice the Customer name is not pulling through into the address box.

I have cleared cache, using Incognito mode in chrome, firefox. This is happened on only a few Customers for June 2022 and some display the company name and some unfortunately don't.

JessT

Hi User since 2008,

Thank you for being such a loyal customer and for taking the initial troubleshooting steps.

I found out that the ticket for the non-displaying customer name has been closed, and a fix has been rolled out to all affected accounts. Rest assured that we will check your case. However, I recommend contacting QBO Support so they can get your account details in a more secure environment and check it further.

On the other hand, if you need quick references for QBO, just go to the main support page, scroll down a bit, and click More Topics.

I'll be here to assist you again if you have any other questions about your invoices. Take good care always.

K

KayBella

I've got this problem, tried everything, all these suggestions, nothing works, very annoying and I've already chatted with Quickbooks adviser, thought it was fixed, then doing it again. Will have to talk to Quickbooks again. Yes, I have tried private browser too.

K

KayBella

Editing the Customer Details didn't work for me, nor trying a new browser nor clearing cache. The only way I found to solve this is to open the invoice, then add or edit the name in the Billing and Shipping address boxes on that open invoice screen, you can edit the address too if necessary, then click Print or Preview and you should see the correct name and address in accordance with your edit. If you don't, check your edit on the open invoice screen. If you still don't, it's probably because it's difficult for me to explain this here, but I hope it's clear and works for you. It will only change the invoice you are working on, so if others are not displaying the name and address correctly, you'll have to open those and edit them too.

D

davesblackdiamon

2/11/2025 and this is still happening...........

Templates are correct.

I think it is happening when sent from the mobile app.

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