Hi there

I have just been on chat with the support team as all info I typed in the summary box shows in preview but does not show on

a pdf invoice or anywhere when the customer opens the link sent. They said they have escalated the problem and I should hear back.

Hopefully pretty quickly as I cannot use the programme until this gets resolved. My invoice layout has completely changed, not by me, 

so I believe its something at their end???  

Hi

In the invoice summary box which I use alot, I can see text in there when I preview but if I look at the invoice in pdf its no longer there.

Customers are asking why that text is now not showing when they receive the invoices now. I have not changed a layout on invoices at all. its all very frustrating, 

any suggestions please?

thank you 

Having just been on chat with the support team this has been escalated. There is obviously a fault somewhere. The layout of my

invoices has been changed on the system, not by me, so i think this may be where the problem may be!

I have also spoken with support and was told the same. So frustrating as we have no idea when it will be back to normal.

You can view the invoices in correct format through the website and take screenshots. Looking at other options through my account on the website until its sorted.

Considering moving my business to a different accounting app. Very annoying.

My phone number has also disappeared from the invoices in PDF form

My phone number has also disappeared along with the invoice summary and footer. Also, my address is on the bottom, and now the top too. Is this how yours are? 

Hi This is exactly whats happened to mine. Still not sorted this morning !!!

This is a bit annoying i have invoices to go out. Have not heard a thing from Sage so far. Apparently they send an email saying if its sorted or not....

Hi Carl and Jeff,

I'm looking into this now and will provide an update as soon as I can.

Andy,
Sage UKI

I’m also having this problem, very annoying. Spent ages trying different ways to get this to show thinking that I’d done something wrong. Issue sending customers an invoice with no narrative!

Hi Andy

Is there any update on this issue? 

I am also hoping for an update. It has been almost 1 week since noticing the problem. 

Sage Sole Trader - Preview Shows Invoice Summary, But PDF Export Does Not. Also Default Invoice Footer Shows Up Onn Preview But Not PDF Export ????????????????????????????????

Still not heard anything either. Very disappointing from Sage. I have lots of invoices to go out but cannot send because I cant get all the info on the page. Can't understand why this is taking so long !!!

Andy any news please?

I am also having the same issue and it is increasingly becoming a problem. The invoice summary is useful when filling out customer site information.

It did work well and now its gone, why.

Really frustrating that I cannot speak to anyone from Sage and get an answer.

Hope you guys can help.

Hi AndyR,

I am also having issues where the invoice summary and footer are present on the invoice preview page, but disappear when the invoice is exported as a pdf? It has been working and is useful when adding customer site information on the invoice. So its really frustrating to lose this option. I have tried making sure my history and cookies are cleaned out before using the system, but no joy. It seems to be a Sage issue. Can you help please.

Justin

Hi all,

Thanks so much for your patience, and I’m really sorry for the inconvenience this issue is causing.

We’re aware of the Invoice Summary and footer not appearing when exporting to PDF, and this has been escalated to our development team as a priority.

I’m in regular contact with the developers and tracking progress closely, so please be assured this is being actively worked on.

You may notice that I've merged several threads discussing the same issue into this one. I’ll keep this thread updated as soon as I have any news to share.

Andy,
Sage UKI

appreciate you keeping us all up to date, however we still cant send out any invoices. Very frustrating and its now costing me money!!

Any up date? surely this error should be escalated to priority by now???

It is ridiculous just how long it's taking to rectify the problem.

A quick update.

Resolving this issue is a top priority for the development team. A solution is currently being tested and deployment of that solution is currently anticipated early next week.

Andy,
Sage UKI

So 2 weeks at least without being able to send invoices. Very bad for business. Surely it should be a priority to get it sorted by the end of this week. I'm surprised more people haven't complained about this on here, as it is a big issue, not being able to send out invoices to customers. 

Thank you for your patience while engineering team investigated this issue. 

The issue has been marked as resolved today.

Andy,
Sage UKI

Hi just looked on my invoices and everything seems to be back to normal, at long last. I have a back log of invoices to go out i'm hoping my customers get the correct invoices this time with all info on . 

appreciate your responses Andy, Sage were going to let me know when everything was resolved haven't heard a thing. !! thank god for this forum.

I'm pleased that's resolved now Carl, and I'm sorry for the inconvenience caused. Thanks for sharing an update to confirm that it's  working for you.

Andy,
Sage UKI