No payment field on invoices

[Terry63]

When I create invoices, there is no payment field or button visible. A client alerted me to this today; I tried creating a test invoice, and the payment field appeared in the preview but not in the invoice that arrived in my email. Now, the field doesn't even appear in the preview. The payment method box is checked in the form to create invoices. This wasn't happening before, but if it continues, I'll have to ditch Square. 

[Sammie_C]

Hello @Terry63, thank you for reaching out over the Square Community. Welcome!

I would gladly take a look for you. Do you by chance have a screenshot of the issue? If so, could you please add it this thread, or feel free to send it over Direct Message to me if there is any private information visible.

I will keep an eye out for you reply.

[Terry63]

Thank you for your reply. Here's the way my emailed invoices look right now. As you can see, there's no field or button to make a payment. It was appearing when I previewed the invoice before, but now it's not. How are people supposed to pay my invoices?

[Sammie_C]

Thank you for that screenshot, @Terry63! I reached out to our Operations team to take a look and they are going to have me escalate this over to our Engineering team to take a look. 

Before I get this sent over though, could you do a bit of troubleshooting for me, please? I'm assuming this will not resolve it, but just in case:

- Clear browser cache and cookies

- Try a different Browser, such as Chrome, Firefox, or Safari

- Ensure that your web browser is up-to-date

- Log out and log back in

- Restart your device

Once you have done all these steps and if the issue is not resolved, please let know!

[Terry63]

Hi Sammie,

I tried all of the above, and none of it did anything at all. However, I realized that, once I received the invoice by email, if I click on the Download PDF button, there is a QR code on the bottom of the PDF that allows the recipient to pay the invoice. That's better than nothing, but it's an extra step that has to be explained to the clients. On the bottom of the actual email, where the QR code is on the pdf, there's just the Square logo. I don't understand this. Why isn't there a link to pay the invoice on the email version?!

[Sammie_C]

Thank you for trying those steps and for that additional information. I had one of our Engineers look over this and he agreed that something appears to be off, @Terry63. I am going to go ahead and get your case sent over to our Engineering team to take a look into this further. As soon as I hear back, I will let you know what they say!

[Sammie_C · Accepted solution]

Hi @Terry63, I wanted to check in on this. I saw that our Engineering team has been working on a fix for this and looks like it was implemented. Is your issue by chance resolved?

[Sammie_C]

Also! I noticed there was some potentially personal information listed on the screenshots you sent over, so I went ahead a deleted those from this thread for security purposes. I did get those sent over our Engineering team though. So I really appreciate you providing those!