I wish you didn't have to experience all this, Helen 12.

Strange behaviors in QuickBooks Online are sometimes caused by a browser-related issue. The stored cache can affect the performance of the program.

To resolve this, I'd suggest logging in to your QuickBooks Online account via a private window. This doesn't use the existing cache files, which makes it a good place to determine if there's an issue with the browser.  

Here are the keyboard shortcuts: 

• Safari: Command + Shift + N 
• Google Chrome: CTRL + Shift + N
• Mozilla Firefox or Microsoft Edge: CTRL + Shift + P 

Once logged in, try sending an email. If it works, let's clear the browser's cache. This removes its stored cache to ensure the program performs efficiently.

You can also use other supported browsers. They'll provide the best and most secure experience with QuickBooks. 

Additionally, I've added an article that'll help you personalise add specific information to your sales forms: Customise Invoices, Quotes, and Sales Receipts in QuickBooks Online.

I'd appreciate it if you'll update us if you have additional questions about the process. We want to make sure this gets resolved.