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lukebrookes86-ou
August 25, 2021
Question

Iv sent my invoice and everything has gone through, however the person I have sent it to has all of a sudden been unable to open the link and see the break down that's been sent in the invoice. anyone had this trouble

  • August 25, 2021
  • 1 reply
  • 4 views
No text available

1 reply

C
Catherine_B
Level 9
August 25, 2021

Good day, lukebrookes86-ou! 

 

I can help you troubleshoot the unusual behavior your customers are seeing after viewing your sent invoices. 

 

We are aware of the Invoice Unavailable error when attempting to invoice on a Safari/iOS browser. We have raised this to our engineer and opened an investigation to get this resolved. I recommend reaching out to us so we can add your account to the notification list. As soon as the resolution has been released, we will let you know via email.

 

However, if your customers are viewing their invoices through an Android/Windows browser, we can troubleshoot that to verify if stored cache files caused the issue. We can start by letting them view the invoice through an incognito window. You can refer to these shortcut keys to open an incognito window in all supported browsers:

 

  • Chrome: Ctrl+Shift+N
  • Firefox: Ctrl+Shift+P
  • Safari: Command+Shift+N

If it's responsive, I recommend that you clear its cache. By clearing the browser's cache, you can remove that historical data and access QuickBooks with a clean slate. You can also try a different supported browser. This way, you can check whether this has something to do with your browser.

 

Feel free to view these links for your next steps in handling customer invoices: 

 

Let me know how this works and I do appreciate your time while we continually fix the issue. Take care and stay safe!

G
Gordyb30
August 25, 2021

I’m having this issue also. Is this just a fault over all of quick books? Thanks

AlexV
AlexV
Level 10
August 25, 2021

Hi Gordyb30!

 

Thanks for joining us here. Let me assist you in opening the invoice.

 

As mentioned by Catherine_B, we are already aware of this issue where clients are unable to open the invoice on a Safari/iOS browser. You'll want to advise your clients to use a non-Safari/iOS browser to view the invoice and download the PDF.

 

In addition, if you're experiencing this on an Android/Windows browser, make sure to try opening it on an incognito window, clear the cache, or use a supported and updated browser. These can fix any issues caused by the browser.

 

If you keep on having this issue, you'll want to reach out to our Support Team so they can further check it:

  1. Click the (?) Help or Assistant icon and enter Talk to a human (then type it again when prompted).
  2. When asked by the bot, enter "Unable to Open Invoice".
  3. Select I still need a human, then proceed with Contact us or Get help from a human.
  4. Choose either Chat or Callback.

 

Do you need to export some data from QuickBooks Online? Check this link: Export data, reports, lists, and more from QuickBooks Online. This will show you the detailed steps on how to get the data exported on an Excel file.

 

Comment again here if you have other questions. I'll help you!

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