Let's perform some troubleshooting solutions to get this sorted out, @shanbran.
I've checked here on our en and there's no reported case about this one. Sometimes, a browser's cache data becomes full of frequent access to web pages or is damaged. This causes odd behavior where the Message To Customer disappeared in QuickBooks Online (QBO). To better isolate this issue, let's try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:
- For Google Chrome browser: Ctrl + Shift + N
- For Mozilla Firefox browser: Ctrl + Shift + P
- For Safari browser: Command + Option + P
Then, try creating an invoice again. Here's how:
- Click the + New Plus icon.
- Choose Invoice.
- From the Customer dropdown, select a customer. Make sure all of their info is correct, especially their email address.
- Review the Invoice date. If you need to, change the due date in the Terms dropdown.
- From the Product/Service column, choose a product or service. You can also select +Add new to create a new product or service right from the invoice.
- Tap the Tax checkbox if you need to charge sales tax.
- Press Save and close.
If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use supported, up-to-date browsers to roll out the possibility of a browser-related issue.
Feel free to visit our Invoices and payments page for more insights about managing your company's income and sales transactions.
You can always leave a comment below after trying the steps as I want to ensure this is resolved for you. Take care always.
