Why can’t some customers open their invoices?

Thanks for posting here, @david260,

Let's make sure your customers are able to view their invoices. For this, have them try some browser troubleshooting, by opening a private window.

This way, we can check if this is a caching concern. Unexpected issues in QuickBooks are mostly affected by the data accumulated in the cache. The regular browser will constantly save data by overwriting itself, but it will not remove any history automatically.

The incognito mode, on the other hand,  does not save any history, which makes it a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

Clearing the cache can also help resolve browser issues in QBO.

If they already tried this, and still getting the same problem, I recommend getting in touch with our Support Team. They can help report this to our engineers who deals with program bugs and other technical concerns.

Also, regarding our support, we have made changes to our operation hours and our contact options. Our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays.

To get in touch with our representatives, follow the steps below:

1. Go to the (?) Help menu to open the QB Assistant box.
2. On the page, enter Contact Support.
3. Pick Live Chat to connect with our live representative.
   
4. Once done, click the Live Chat link provided in the pop-up box.
   
5. On the next page, enter the description of the issue, then Let's Talk.
6. Lastly, select Start a chat.

Kindly post again for updates after trying out the steps. Tag me in your reply so I'll get notified with your response. Have a good day!