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info2016
April 21, 2024
Question

Invoices are not showing when a customer has viewed the invoice even when they have. How do I fix this?

  • April 21, 2024
  • 12 replies
  • 0 views
Original commenter did not share additional details

12 replies

CarlSJ
April 21, 2024

Welcome to the Community space. Allow me to provide steps to help you view invoices that your customer has viewed in QuickBooks Online (QBO).

 

We can view your customer's invoices by going directly to their transaction list to check all the invoices that have been sent to them. Here's how:

 

  1. Login to your QBO account.
  2. Go to the Customers & Leads, and select Customers.
  3. Click the specific customer.
  4. In the Transaction List section, select Invoices from the Type dropdown.
  5. Select the Status of the invoice from the dropdown.
  6. The invoices will then show up.

 

However, if you're referring to the invoice status in QBO, you can view the specific invoice and check its activity. The invoice activity will update in QBO once your customer views it. To proceed, you can follow the steps below:

 

  1. Log in to your QBO account.
  2. Go to the Sales tab, then select Invoices.
  3. Select the specific invoice.
  4. Choose the Status of the invoice from the dropdown.
  5. Select the specific invoice to check the Invoice Activity.

 

 

If the issue persists, let's open a private window to see if it's a browser issue since it won't save historical data. These are the keyboard shortcuts:

  • Mozilla Firefox: CTRL + Shift + P
  • Microsoft Edge: CTRL + Shift + N
  • Google Chrome: CTRL + Shift + N
  • Safari: Command + Shift + N

 

If you can see the invoices for your customers, then it's safe to say that it's being caused by your browser. We can clear your regular browser's cache to refresh.

 

Furthermore, you may check out this article to learn how to record invoice payments if your customer plans to pay you in the future: Receive invoice payments in QuickBooks Online.

 

Feel free to comment below on this thread if you require further assistance with your invoices or any QuickBooks-related queries. I'll be more than happy to assist. Take care.

info2016Author
April 21, 2024

I think you misunderstood.  I can see the invoices.  The problem is it is just showing as sent and not viewed after a customer has looked at the invoice

    FaithA
    April 21, 2024

    I appreciate your quick reply, Info2016. Allow me to join and clarify some information about the status of the invoice you sent to your customers.

     

    Please know that my colleague, StevenJ has updated his answer on how to view the invoice status. You can check his reply for more details. 

     

    However, if you're still unable to view the invoice status, I recommend contacting our care support team to help investigate this issue. Here's how to contact them:

     

    1. Log in to your QuickBooks Online account.
    2. Click Help (?).
    3. Type in "Talk to a human," then press Enter.
    4. Select Contact Support Team.
    5. Type again Talk to a human and click Contact Support Team.
    6. Choose a way to connect with us.

     

    I'm leaving you this article if you want to personalize the appearance and layout of your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

     

    Tag me in the comment section if you have clarification and further queries about invoices and any other QuickBooks-related matters. I'm always around to help.

    dee n
    July 23, 2024

    I am having the same problem. It does not matter which computer I use to view my QBO. Invoices sent in June and July and only marked as SENT. I have no idea if my customers are actually viewing the invoices, or even getting them.

     

    Same issue using browser on ipad, main PC, and laptop

      Rasa-LilaM
      July 23, 2024

      Thank you for taking the time and effort to check if your customers have seen the emailed invoices, dee n. Let's connect you to the appropriate support that can address your concern on time. 

       

      We need to review your Sales preferences to determine why the status of sent invoices is not displayed in the Invoice activity section, specifically the Viewed option. The process involves accessing your company and collecting personal information.

       

      For security reasons, I recommend contacting our QuickBooks Online (QBO) Care Team for further investigation. They have the tools to check what's causing the unusual behavior and help you apply the permanent solution once it is ready.

       

      To get the contact details:

       

      1. Navigate to the Help menu in the upper right of your company and click the Contact Us link. 
      2. Type a brief description of your concern in the What can we help you with field and tap the Continue button to proceed.
      3. From the support options, choose Chat to initiate a conversation or Callback to speak with an agent.

      Refer to this guide to learn the best time to get in touch with our support team: Contact QuickBooks Online.

       

      Furthermore, browse these resources for guidance on how to handle invoice delivery issues and track emailed transactions in the mobile app:

       

       

      In case you'll have to process refunds, record payments, and handle an overpayment, open each link below for detailed instructions:

       

      Let me know in the comment section below if you have other sales-related concerns or additional questions about invoices. The Community is always ready to provide the assistance you need.

      Janitor John
      September 5, 2024

      Chiming in here.  I'm having the exact same issue suddenly this month.  I've not seen this happen before.  Was their a recent change to Quickbooks online?  I've tried the above suggested with no affect:  different browsers, clearing cache, with no result.

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