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tcn-lkline
April 6, 2020
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The description I have typed into my invoices is no longer appearing on the printed copy. When I view the invoice template, the description line item is greyed out.

  • April 6, 2020
  • 1 reply
  • 0 views
I have tried opening QBO in an incognito browser and creating a new invoice template, and the description is still not an option. It appears to be retroactive to all invoices in my system no matter when they were created. Is anyone having this issue or does anyone know of a solution?
Best answer by SarahannC

Thanks Ashley.  I am using Chrome and my Adobe Acrobat Pro is up to date.  The issue is not how PDFs are printing.  The issue is that in the template set up for invoices, the option to include the description line on the invoices is not able to be selected.  I've attached a screen shot of that page.  I tried setting up a new invoice template as well, but still could not select that option.

 

This issue came to my attention about an invoice I created last week, but when I log in and look at invoices I created months ago, the description lines are not printing for those either.  I am inputting a description on every invoice, so they are in the system, they just don't print on the invoices.

 

I hope that helps - let me know what else I can tell you or try.

 

Thanks!

 

Laurie


Hello there, tcn-lkline. I'm here to help you.

 

I appreciate for letting us know that your PDF is up to date and for providing a screenshot as well.

 

What we can do is delete and recreate the template to make sure that everything is accurate. Also, the description box will be grayed out if we have selected the Category and Include description here boxes.

 

Here's how to delete the existing template:

  1. Go to Gear icon.
  2. Select Custom Form Style under Your Company.
  3. Find the template in the lists.
  4. Click the drop-down arrow next to Edit. Then, Delete.

 

We can check this article to know more about customizing templates in QuickBooks Online.

 

Let me know if you need anything else. I hope you're good. Stay safe and healthy!

1 reply

Candice C
Candice C
April 6, 2020

Hey, @tcn-lkline. 

 

It's always great to see a new face in the Community. Since you've already tried to open QuickBooks in an incognito window, I recommend contacting our Customer Support Team. They have more advanced tools to look further into your account to see what's causing the description to not appear on the printed copy. 

 

  1. Go to the Help icon. 
  2. Select Contact Us at the bottom of the pop-up screen. 
  3. Type in your question and press Let's Talk. 
  4. Scroll down and choose to Get a Callback. 

 

If you have any more concerns, feel free to ask. Let me know how it goes. Have a great day! 

T
tcn-lklineAuthor
April 6, 2020

Thanks Candice.  I actually tried that first, but the support person was unable to help me.

Ashley H
Ashley H
April 6, 2020

Thanks for the reply, @tcn-lkline.

 

I'd like to help look into this behavior further, by doing so, here are a few questions:

  • What web browser are you using?
  • Is your Abode Reader updated?
  • How long has the behavior been going on?

If you can get back to me with details or screenshots, I can assist you further.

 

I'll keep a close eye out for your response! I'll talk to you soon.

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