Hello there, Alex1215.
Since you mentioned that your document number isn't the same as your invoice number, it's best to use a private browser to rule out any browsing history or cached files causing the problem. Here are the shortcut keys for accessing private browsers:
- Google Chrome: press Ctrl + Shift + N
- Mozilla Firefox: press Ctrl + Shift + P
- Microsoft Edge: press Ctrl + Shift + N
- Safari: press Command + Shift + N
You can also clear your browser's cache and cookies. Also, you can use other supported web browsers to help identify if the issue is related to your current browser.
If the issue persists, I suggest contacting our online support team so they can assess the root cause of this issue and provide necessary actions.
Here's how:
- In your QBO account, select Help (?).
- Choose the Search tab.
- At the bottom of your screen, click Contact Us.
- Type your concern. Then click Continue.
- You may choose Callback, Appointment, or Chat, as your way to connect with us.
- Kindly fill out the provided fields, such as your First name, Last name, Email address, and Phone number.
- Depending on what you choose as your way to connect with us, click Callback, Schedule an appointment, or Chat.
You can also visit this article to know the available hours of our representative: Support hours of QuickBooks.
I'll be here whenever you have more questions about invoices. Kindly leave your concern in the comment section for us to assist you.
