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Experienced Member
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QBO not sending emails

Is anybody else having troubles with QBO not sending invoices via email even though it says it has?  I've have been having this problem for over 3 weeks and the 800# QBO support is unable to help.  I received an invoice from my accountant via QBO today but my system is still not operational.  Does anybody have any ideas on how I can get this problem fixed? 

 

Background

I've been using QBO for 5 plus years and have not experienced this problem before.  The only difference is we switched to MS Exchange Outlook system.  I've deleted my email email account and verified it. 

Best answer 03-04-2018 06:27 AM

Accepted Solutions
ProAdvisor

Re: QBO not sending emails

Are customers claiming they aren’t receiving the invoices or is there another way you know the invoices aren’t being sent out? 

From my experience with QBO invoicing I think the best way to solve this issue is to test the email account with QBO.  Create a test customer that has your email account.  Make the test customer email account a gmail account or something different than the email account sending the invoice.  Then send out a test invoice to the test customer and see if you receive the invoice.  If you do receive the invoice, it may be your customer that has the issue.  If you don’t receive the invoice, make the gmail account your company email account and make your MS Exchange account the test customer’s email account.  Send out a test invoice and see if you receive the invoice.  If you do receive the invoice, it’s probably MS Exchange.  If you still don’t receive the invoice it could be something in QBO.  Based on your post I’m guessing it’d have to be related to switching to MS Exchange.  This will only help with diagnosing where to look for the issue but it should get you started.

As a QB ProAdvisor I run into issues like this; more problem solving than accounting related.  I take the approach mentioned above as QB support might say it’s an MS Exchange issue and Microsoft support would probably say it’s a QB issue, which leaves you in the same spot you’re in.   After testing make sure to delete the test invoice and change your company email address.

Hope this helps!

Scott

18 Comments
ProAdvisor

Re: QBO not sending emails

Are customers claiming they aren’t receiving the invoices or is there another way you know the invoices aren’t being sent out? 

From my experience with QBO invoicing I think the best way to solve this issue is to test the email account with QBO.  Create a test customer that has your email account.  Make the test customer email account a gmail account or something different than the email account sending the invoice.  Then send out a test invoice to the test customer and see if you receive the invoice.  If you do receive the invoice, it may be your customer that has the issue.  If you don’t receive the invoice, make the gmail account your company email account and make your MS Exchange account the test customer’s email account.  Send out a test invoice and see if you receive the invoice.  If you do receive the invoice, it’s probably MS Exchange.  If you still don’t receive the invoice it could be something in QBO.  Based on your post I’m guessing it’d have to be related to switching to MS Exchange.  This will only help with diagnosing where to look for the issue but it should get you started.

As a QB ProAdvisor I run into issues like this; more problem solving than accounting related.  I take the approach mentioned above as QB support might say it’s an MS Exchange issue and Microsoft support would probably say it’s a QB issue, which leaves you in the same spot you’re in.   After testing make sure to delete the test invoice and change your company email address.

Hope this helps!

Scott

Experienced Member

Re: QBO not sending emails

Thanks for your response.  Sending it to my Gmail account via "online delivery" worked! For some reason, QBO won't send Outlook Exchange account.    Any ideas on how to investigate next steps with QBO tech support? 

ProAdvisor

Re: QBO not sending emails

Did you send it to Gmail from QBO while QBO had your MS Exchange account listed as the company email?  If so, then the issue may be on the customers end if they aren’t receiving the email.  It may be overlooked or going to the spam folder.  For what it’s worth, I’ve had clients state they didn’t receive my invoice, I send it again and they get it.  For my scenario, they don’t recognize my company name, so I think they assume it’s junk mail.

As far as talking with QB support I’d ask if there are any known or reported issues with MS Exchange and QBO when emailing invoices.  Also, explain to them the steps you’ve gone through, so they understand and can better help diagnose.

Let me know how it turns out,

Scott

Experienced Member

Re: QBO not sending emails

Yes sent it to a Gmail address and it worked. Thanks for the help, I will share with support and let you know how I make out. 

QuickBooks Team

Re: QBO not sending emails

Hello GreeningWorks,

 

I've got an article that will help you to get those emails received here. That one covers some of the more common email accounts.

 

If that one doesn't work out for you, then you can manually remove the filters by following the instructions here.

 

Let me know if those help you out. Working with Suppliers: We Share Answers to Three Burning Questions (Part Two)

Active Member

Re: QBO not sending emails

I have had this issue several times over the past month. It only happens on a few invoices, and there is no way to tell which ones didn't send until you go back a few days later and realize it was never sent. This is annoying.

Active Member

Re: QBO not sending emails

I have had this issue several times over the past month. It only happens on a few invoices, and there is no way to tell which ones didn't send until you go back a few days later and realize it was never sent. This is annoying. The answers on here are not helping. QBO states that the invoice sent, then for some reason, it never gets sent. 

On the bottom of the invoice page, from the QBO user, it will tell you when the invoice is emailed, opened, etc. It never says it was sent. Really wish QBO would fix these errors.

QuickBooks Team

Re: QBO not sending emails

Hey there, allamerican22.

 

Thanks for letting me know how you've been affected by this issue. Sending invoices to your customers is key and I want to make sure you're able to do just that.

 

I recommend calling in to speak with a member of the QBO Support Team. Agents have the necessary tools, like screen-sharing, to work alongside you and locate what's causing the invoices to not be delivered. Additionally, there may be an open case about this issue that the product engineers are currently investigating. An agent would be able to get your company added to the case so you'll receive emails regarding the resolution. The number to contact support is 1-800-488-7330. You can find the most up-to-date contact information here: https://help.quickbooks.intuit.com/en_US/contact.

 

This should get you back up and running. I'm here if you have any other questions.

Active Member

Re: QBO not sending emails

Some of the estimates and invoices I send out goes to the client's spam folder.  I BCC myself and it always goes to the trash folder.  How can this be corrected?

QuickBooks Team

Re: QBO not sending emails

Thanks for reaching out to the Community, @WellGroomed.

 

I'll be happy to help get invoices through to your customers. This usually happens when their spam settings are set to automatically filter. Depending on what email provider they are using the steps may vary.

 

For Gmail they can follow these steps:

  1. Open your Gmail. 
  2. Click on the "More" menu item in the left column to reveal the "Spam Folder" menu item and click on this item. 
  3. Select all the check boxes of the messages that you feel are not spam, then click on the "Not Spam" button.
  4. Click on each message, then add a specific sender to your Contact list from the drop-down menu in the upper right corner of the opened message.

If they aren't using Gmail, you can let me know what they are using and I'll try to find the steps for that provider. I'll be keeping an eye out for your response.

Experienced Member

Re: QBO not sending emails

I'm still having issues.    I CC and BC my self and don't even receive those.   I am so over it.  They keep raising the monthly fee and the software just get worse.  

Experienced Member

Re: QBO not sending emails

I send them to myself and don't get them.  Its ridiculous to think I have to use a new server let alone ask customers to change their email server? 

QuickBooks Team

Re: QBO not sending emails

Hello there, @Jdavesdemo.

 

Thanks for posting your concern here in the Community. I'm here to share some update about the issue you're getting when sending emails in QuickBooks Online (QBO).

 

Are your customers not getting the emails as well? If so, ask them to check their junk mail and spam folder. It's possible that it was sent to that location. If the emails are still missing, you'll have to configure your email setup.

 

Here's how:

 

1. Click the Gear icon at the top.
2. Choose Account and Settings.
3. Go to the Company on the left panel.
4. Click the Pencil icon for Contact info.
5. Clear the Company email address field and enter the desired address, even if it shows as the correct one. Make sure not to use any extra characters or spaces before, within, or after the address you enter.
6. Click Save and Done.

 

Please refer to this article for more information: https://community.intuit.com/articles/1145633.

 

On the other hand, there has been an ongoing issue with QBO regarding sending a copy of emails to yourself (CC or BCC copies), and our product developers are now working to get it fixed as soon as possible. As of the moment, there isn’t a specific time-frame as to when the issue will be resolved.

 

I'd highly suggest contacting our Support Team so they can add you to the list of affected users. Once you're added, you’ll be notified through email once an update is available. You can reach them through this link: Contact Support Team.

 

Thank you for your patience while we work to resolve this issue for you.​ Don't hesitate to post again or leave a comment if you have further questions. I'm always here to help you out.

Experienced Member

Re: QBO not sending emails

Thank you all for your feedback.  The problem has been fixed!  I'm guessing it was a QB program problem.  They are not very good at keeping you informed on what the fix was or that it with their program.  

QuickBooks Team

Re: QBO not sending emails

Welcome to the Intuit Community space, GreeningWorks.

 

I appreciate you for sharing your feedback about the QuickBooks product.

 

If you encounter an issue related to the product, you can give us a call. Our Phone Support Specialists will be able to add you to the Notification list to receive updates via email.

 

I also encourage you to send feedback by clicking the Gear icon and selecting Feedback. This will helps us improve the product through customer suggestions.

 

If you need any assistance concerning your QuickBooks, please don't hesitate to reach out. We'll be here for you.

Active Member

Re: QBO not sending emails

My QB stopped sending out statements,invoices, estimates anything that would be sent through my Optimum online account. I had to change the port setting to 587 as  well the SSL box needs to be checked. Also the server needs to be mail.optonline.net    I had to use my email password for it to send

Good luck

Active Member

Re: QBO not sending emails

I've been having this same issue as well.

 

I always bcc myself because early on (early 2018 user here) many of my customers said they weren't receiving my QBO invoices/POs/estimates. It's very hit or miss. I still have to bcc myself. I've been trying to get a quote to a customer for two days now with no success. For $60/month, you'd think I'd be able to send an email.

ProAdvisor

Re: QBO not sending emails

Undelivered Invoices in QuickBooks Online

This is a known issue going on for a few months now. It seems like, it's still not fully resolved. I agree with others, if you're paying $60 per month, this is the last thing they should be worrying about.
https://feedback.qbo.intuit.com/forums/168199-quickbooks-online-feature-requests/suggestions/1083993...