Hi there, lisaw66. I can see that we already have an ongoing investigation about missing data in the Message To Customer field once an invoice is paid. Our engineers are already working to resolve the issue as soon as possible. Please contact our Customer Service Department can collect your account details and add you to the list of affected users. Here's how: Go the Help menu and click Contact Us. Let them know that the info in the Message To Customer field is no longer showing up in the invoices, then click Let's talk. Click Message an agent or Get a callback. We'll send email notifications to everyone in the list of affected users as soon as the issue is resolved. You can also add a reply below if you need anything else.

Let's perform some troubleshooting solutions to get this sorted out, @shanbran. I've checked here on our en and there's no reported case about this one. Sometimes, a browser's cache data becomes full of frequent access to web pages or is damaged. This causes odd behavior where the Message To Customer disappeared in QuickBooks Online (QBO). To better isolate this issue, let's try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how: For Google Chrome browser: Ctrl + Shift + N For Mozilla Firefox browser: Ctrl + Shift + P For Safari browser: Command + Option + P Then, try creating an invoice again. Here's how: Click the + New Plus icon. Choose Invoice. From the Customer dropdown, select a customer. Make sure all of their info is correct, especially their email address. Review the Invoice date. If you need to, change the due date in the Terms dropdown. From the Product/Service column, choose a product or service. You can also select +Add new to create a new product or service right from the invoice. Tap the Tax checkbox if you need to charge sales tax. Press Save and close. If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use supported, up-to-date browsers to roll out the possibility of a browser-related issue. Feel free to visit our Invoices and payments page for more insights about managing your company's income and sales transactions. You can always leave a comment below after trying the steps as I want to ensure this is resolved for you. Take care always.

Solved

Why has my "Message To Customer" on my invoices disappeared?

Forum|Forum|6 years ago
April 14, 2020
2 replies
20 views

No text available

QuickBooks Online

Best answer by JenoP

Hi there, lisaw66.

I can see that we already have an ongoing investigation about missing data in the Message To Customer field once an invoice is paid.

Our engineers are already working to resolve the issue as soon as possible. Please contact our Customer Service Department can collect your account details and add you to the list of affected users. Here's how:

Go the Help menu and click Contact Us.
Let them know that the info in the Message To Customer field is no longer showing up in the invoices, then click Let's talk.
Click Message an agent or Get a callback.

We'll send email notifications to everyone in the list of affected users as soon as the issue is resolved.

You can also add a reply below if you need anything else.

JenoP

Answer

QuickBooks Team

Hi there, lisaw66.

I can see that we already have an ongoing investigation about missing data in the Message To Customer field once an invoice is paid.

Our engineers are already working to resolve the issue as soon as possible. Please contact our Customer Service Department can collect your account details and add you to the list of affected users. Here's how:

Go the Help menu and click Contact Us.
Let them know that the info in the Message To Customer field is no longer showing up in the invoices, then click Let's talk.
Click Message an agent or Get a callback.

We'll send email notifications to everyone in the list of affected users as soon as the issue is resolved.

You can also add a reply below if you need anything else.

K

Kathleen03

I am having the same issue and it has become a huge problem. Please advise as to how to fix this. My "Message to Customer" is no longer showing up on invoices that are emailed and paid through Quickbooks. If I download them and email directly the information is there. What can I do?

I tried to contact customer services but it says they are unavailable until Wednesday which is tomorrow. Not sure why they aren't open today.

R

RCV

QuickBooks Team

Let's perform some troubleshooting solutions to get this sorted out, @shanbran.

I've checked here on our en and there's no reported case about this one. Sometimes, a browser's cache data becomes full of frequent access to web pages or is damaged. This causes odd behavior where the Message To Customer disappeared in QuickBooks Online (QBO). To better isolate this issue, let's try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

For Google Chrome browser: Ctrl + Shift + N
For Mozilla Firefox browser: Ctrl + Shift + P
For Safari browser: Command + Option + P

Then, try creating an invoice again. Here's how:

Click the + New Plus icon.
Choose Invoice.
From the Customer dropdown, select a customer. Make sure all of their info is correct, especially their email address.
Review the Invoice date. If you need to, change the due date in the Terms dropdown.
From the Product/Service column, choose a product or service. You can also select +Add new to create a new product or service right from the invoice.
Tap the Tax checkbox if you need to charge sales tax.
Press Save and close.

If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use supported, up-to-date browsers to roll out the possibility of a browser-related issue.

Feel free to visit our Invoices and payments page for more insights about managing your company's income and sales transactions.

You can always leave a comment below after trying the steps as I want to ensure this is resolved for you. Take care always.

D

Davecat1

3 YEARS LATER STILL NO FIX?

WHY IS THE MESSAGE TO CUSTOMER BEING DELETED?

Angelyn_T

Moderator

Hi, @Davecat1. Let me provide some insights about the message to customer option for your invoices.

The Message To Customer details still appear on your invoices. You'll find identical information reflected in the Body section once you send your transactions. I'm adding these screenshots as your visual reference.

If your invoices don't show these details or the messages get deleted, you can troubleshoot this by recording and sending your transactions through a private window to narrow down the result. You can save time by utilizing either of these keyboard shortcuts:

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

If it works fine, revert to your regular browser, then clear its cache to refresh the page.

To gain more insights while working with your invoices, refer to the resources provided in this article: Create invoices in QuickBooks Online. The same material will show you how to receive customer payments in our system.

On the other hand, if you'd like to personalize more and include specific information in your sales forms, you can utilize this article as your reference: Customize invoices, estimates, and sales receipts in QuickBooks Online.

If you have any follow-up questions about your invoices or sales entries, please share them in the comment section below. I'm here and ready to assist you with just a few clicks. Have a great day!

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