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Invoice can't be viewed by the customer

JohnE

We received a message from our client that they cannot view the invoice we sent them through MYOB. I attached the photo of the invoice when it's opened. This happened twice already.

Screenshot 2023-09-28 112620.png

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4Gardens

thanks for your reply - are you suggesting this for my customers or me????

What is the appropriate size for the log0 - Do I make it bigger, smaller ? I am not sure as I trim hedges

You may try to resize the logo or re-create your customized form.

I use the standard MYOB invoice - what is a customized form and how do I do that?

please help

Princess_R

Hi @JohnE,

Thank you for your post. I understand how it can be frustrating when your clients can't see the invoices you send through MYOB. I apologize for the inconvenience you've experienced with our invoices. We take this matter seriously and are committed to resolving it for you.

In this matter, the first thing I recommend is clearing the browser cache. This can help your computer or device run optimally, and doing so can help fix certain problems like loading or formatting issues on sites, or you can try using another browser. Kindly also try the default form to see if the issue persists. You may try to resize the logo or re-create your customized form. Then try to send the invoices to yourself to see if you'll also encounter the error.

Please let me know if you're still experiencing the red line when viewing invoices, as this will help us understand if it's a software or computer-related issue.

Cheers,

Princess

4Gardens

I am having the same issue that has never been a problem before

It is only some customers though

Celia_B

Hi @JohnE,

Thank you for your post and welcome to the Community Forum.

Thank you for sending the screenshots, very much appreciated. I understand that you are having an issue with your invoices. We apologize for the inconvenience this has caused you, and we do appreciate your patience and understanding on this matter. If you cannot view the invoices link showing a red line, the current work around for this is to resize the logo in your customized form, then try sending an invoice again. This should display the invoice content.

If you require further assistance with this, please feel free to post again. We are happy to assist.

If my response has answered your enquiry, please click "Accept as Solution" to assist other users find this information.

Thanks,

Cel