I appreciate the details a lot, @Kathleen03.

I know how important it is to deliver the service and info that you wanted to share with your customers by using the "Message to Customer" field on the invoice. The invoice message should appear in customers' emails since you already set it up.

I want to make sure that your concern is taken care of by our specialists. Since we're unable to pull up your account on a public forum, I'd strongly suggest contacting our Customer Support Team through chat by using this link about the update of the investigation: Start a Message.

Also, you can sign in with your QBO account and follow the steps provided by my colleague @JenoP to get a call from our Technical Team. From there, they can do a share-screen about the issue and create another case for further investigation. Please refer to our support hours to call them at your most convenient time.

The article provided by @MarsStephanieL will also give some insights on how to beautify sales forms like invoices and sales receipts.

Let me hear anything else if you need further assistance. I'll keep my notifications open. Stay safe and healthy!