My client can't open the estimate or invoice
If the link shows Not Found, the document was most likely deleted, or the link got cut off in the email. Resend a fresh link, or create a new document if it was deleted. If the page opens but has no buttons, the estimate expired or was already answered.
"The link doesn't work" covers three different situations: the page shows Not Found, the page opens but the buttons are gone, or the page never loads at all. Each has its own fix.
The page says Not Found
Check whether the document was deleted. A deleted estimate's public link shows "Estimate Not Found" (an invoice shows "Invoice Not Found"), even if the client opened it fine last week. A deleted document is gone for good; create and send a new one. Archiving does not break the link: an archived estimate or invoice still opens for the client.
Check whether the link survived the email. Document links are long, and some email clients wrap or truncate them; a partial link lands on Not Found. Have the client tap the button in the email rather than copying text, or grab a clean link yourself: open the document, open the Actions menu, choose View (View Invoice on an invoice), and copy the URL (or use Share on the page) and send it by text or chat instead.
The page opens, but they cannot act
The document is working; its state moved on:
| What the client sees | What it means | Your move |
|---|---|---|
| "This estimate has expired" | The valid-until date passed | Extend the date; the client can also click Ask for extension, which notifies you |
| "This estimate is closed" | Already approved or converted | Nothing to fix; send the invoice link if payment is next |
| "This estimate has been declined" | They declined earlier | Contact them; if they change their mind, sending it again reopens it |
Once the client clicks Ask for extension, the page shows Extension Requested in place of the button until you extend the date, so if they say they cannot ask again, the request already reached you. When you grant the extension, they automatically get the link again by email or text.
Also worth knowing: an estimate that was never sent shows the page but hides Approve and Decline. If you shared the link manually before hitting Send, send it properly first (what your client sees walks the whole flow).
The page never loads
The public pages need nothing special, just a browser with JavaScript. The rare culprits: a corporate email scanner that pre-opens links (harmless, but it can consume a preview), an extremely locked-down browser, or no connectivity. Trying the link in the phone's regular browser almost always settles whether the problem is the link or the device.
Frequently Asked Questions
This article answers:
- Why does my client see Estimate Not Found?
- My client says the invoice link doesn't work
- Why can't my client approve the estimate?
- The estimate link expired, what now?