Today I have had a customer reply to my invoice email that when you click on the View Full Invoice Details button in the email it takes you to the invoice in browser but the invoice isnt displayed, it just shows a cut off red line. See screenshot. I try opening and get the same issue from the email.
Hi ryadre,
Thanks for sharing the screenshot.
This can happen if the logo or image on the invoice is too large. When that happens, the invoice details may not load properly, and you might just see the red line.
A good first step is to remove the logo from the invoice template, save the change, then upload a smaller version and send the invoice again.
If the red line is still there after that, please reach out to our support team for a closer look. You can do that by creating a ticket in My Account or chatting with MOCA, our virtual assistant.
Regards,
Genreve
Thanks, but I mean nothing has changed with my template or logos and its been fine until now?
Hi ryadre,
Thanks for clarifying, and I can understand why that would be concerning if nothing has changed on your side. Even if your template and logo have been working before, this issue can still happen because of how the PDF is generated in the background. That’s why the workaround provided above is still worth trying, even when no recent changes have been made to the template.
What usually helps is re-saving or uploading a lower-resolution copy of the logo, then sending the invoice again to test.
Regards,
Earl
OK great thanks, will give it go
