Hello QuickBooks Community,I'm experiencing a frustrating visual bug with my invoice reminder emails, and I'm hoping someone here has encountered this or can offer a solution.The Problem: My automated invoice reminder emails are displaying an incorrect "BALANCE DUE" amount in the email body itself. For example, an invoice that is actually for $150.00 USD is showing as $15,000.00 USD in the email reminder. It appears to be adding two extra zeros visually.Crucially, when I or my customer click on the "View and pay" link in the email, the invoice that opens on the QuickBooks payment page displays the correct amount of $150.00 USD.What I've already checked/confirmed:The original invoice in QuickBooks has the correct amount ($150.00 USD). This is NOT a data entry error in the invoice itself.The issue is purely a visual discrepancy in the email body.I've reviewed my email template settings in QuickBooks Online (under Settings > Account and Settings > Sales > Messages for Invoices/Reminders) but haven't found any obvious hardcoded extra zeros or formatting errors around the [Balance Due] placeholder.My QuickBooks Version:QuickBooks OnlineScreenshot (for reference): This is causing confusion for my clients, as they see a vastly inflated amount in the email reminder before clicking through.Has anyone else experienced this specific issue? Is there a known bug or a fix I can implement from my end? Any guidance on how to troubleshoot this template rendering problem would be greatly appreciated.Thank you in advance for your help!

Question

Invoice Reminder Email Displaying Incorrect Balance Due (Visual Bug) - Amount is Correct on Link!

Forum|Forum|11 months ago
July 25, 2025
1 reply
11 views

Hello QuickBooks Community,

I'm experiencing a frustrating visual bug with my invoice reminder emails, and I'm hoping someone here has encountered this or can offer a solution.

The Problem: My automated invoice reminder emails are displaying an incorrect "BALANCE DUE" amount in the email body itself. For example, an invoice that is actually for $150.00 USD is showing as $15,000.00 USD in the email reminder. It appears to be adding two extra zeros visually.

Crucially, when I or my customer click on the "View and pay" link in the email, the invoice that opens on the QuickBooks payment page displays the correct amount of $150.00 USD.

What I've already checked/confirmed:

The original invoice in QuickBooks has the correct amount ($150.00 USD). This is NOT a data entry error in the invoice itself.
The issue is purely a visual discrepancy in the email body.
I've reviewed my email template settings in QuickBooks Online (under Settings > Account and Settings > Sales > Messages for Invoices/Reminders) but haven't found any obvious hardcoded extra zeros or formatting errors around the [Balance Due] placeholder.

My QuickBooks Version:

QuickBooks Online

Screenshot (for reference):

This is causing confusion for my clients, as they see a vastly inflated amount in the email reminder before clicking through.

Has anyone else experienced this specific issue? Is there a known bug or a fix I can implement from my end? Any guidance on how to troubleshoot this template rendering problem would be greatly appreciated.

Thank you in advance for your help!

QuickBooks Online

Nicole_N

QuickBooks Team

I can see the importance of accurate communication, especially when it comes to maintaining trust with your clients, dcucu.

The steps you've taken to investigate this issue and check the invoice, particularly confirming that both you and your client can view the correct amount (USD 150.00) on the QuickBooks payment page via the email link helped narrow down the issue.

Since the issue seems to be isolated to the email body template, and you've already double-checked your reminder settings without finding anything unusual, let's perform some browser troubleshooting.

I recommend clearing your browser's cache to eliminate visual bugs.

If that doesn’t resolve the issue, switch to another supported browser to identify if the problem is browser-specific. Then, send yourself another test invoice reminder email again and check if the correct "Balance Due" amount appears in the email body.

If the issue still persists, its best to contact our Phone Support Team. They’ll be able to perform a deeper review to identify if this is a system-level bug requiring further escalation.

Please don’t hesitate to reply if you need additional assistance or have more questions about QuickBooks. We'd be glad to provide the necessary help.

D

dcucuAuthor

Hi Nicole,
Thank you for the information. We checked from many different email agent and browser. Email body is same for every case.
We believe that there is a bug here, because we didn’t make any change about this reminder templates.
Any idea about to fix on settings?
Balance due must be same with the invoice amount or if this bug continues do we have chance to hide this wrong balance due visuals on reminder email bodies? By the way, same issue for first invoice sent and reminders.

Thank you,
Daniela

C

ClaireSamanthaS

QuickBooks Team

I commend you for following the troubleshooting steps provided by my colleague above. Daniela. However, QuickBooks does not have the feature to hide the balance due in email bodies when sending an invoice.

Since this is unusual behavior, we highly suggest contacting our Customer Live support team again, as they can further review the root cause of this issue.

Go to Help and choose the Search tab.
In the search field, type in contact support.
Click the Contact Us button.
Choose between the methods to connect with our support.
Follow the on-screen steps based on your choice.

You can always reach out to us below if you have any additional QuickBooks-related concerns; we are here to assist you.

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