Solved

invoice delivery issue

Forum|Forum|4 years ago
June 11, 2022
8 replies
14 views

We are having issues with our invoices not delivering. It's not new clients that we are having trouble contacting and it's not consistently the same client. All address are correct but are still getting kicked back as delivery issues. We also get the copied email saying the invoice was sent. Anyone else ever have this issue?

QuickBooks Online

Best answer by Kevin_C

Thanks for letting us know you're one of the affected users, @jwruck. Let me share some details about this invoice delivery issue in QuickBooks Online (QBO).

We recognize the inconvenience caused by the invoice delivery problem, and I'd like to inform you that our Engineering Team is looking into it and is working to implement a solution that will resolve this issue. Please know that this is a top priority for us, and it will continue to be so until it's fully resolved.

In the meantime, you can use one of the following workarounds to send your invoices:

You can save your invoice as a PDF and send it via email through your business or other email address.
You can send your customer a link to their invoice through SMS or messenger service. Simply click on “save and share link” then select “copy link” and paste it into your SMS or messenger service.
If you have a Gmail or G-suite email account, you can use the send with Gmail feature to send invoices from your own address.
You can save your invoice as a PDF, print it, and send it to your customer via mail.

If you're having difficulties using the suggested workarounds, please do not hesitate to reach out to our support team. Please be reminded that our Support Team is available from 6 AM to 6 PM PT on weekdays, and from 6 AM to 3 PM PT on Saturdays. You can visit this article for the detailed steps to contact them: QuickBooks Online Support.

You'll also want to personalize the appearance by adding specific info to your sales forms in QBO. Check out this article for more information: Customize invoices, estimates, and sales receipts in QuickBooks Online.

I appreciate your patience while we're working on this. I'm here whenever you need help with managing your invoices in QuickBooks. Take care always!

K

Kevin_C

Answer

Moderator

Thanks for letting us know you're one of the affected users, @jwruck. Let me share some details about this invoice delivery issue in QuickBooks Online (QBO).

We recognize the inconvenience caused by the invoice delivery problem, and I'd like to inform you that our Engineering Team is looking into it and is working to implement a solution that will resolve this issue. Please know that this is a top priority for us, and it will continue to be so until it's fully resolved.

In the meantime, you can use one of the following workarounds to send your invoices:

You can save your invoice as a PDF and send it via email through your business or other email address.
You can send your customer a link to their invoice through SMS or messenger service. Simply click on “save and share link” then select “copy link” and paste it into your SMS or messenger service.
If you have a Gmail or G-suite email account, you can use the send with Gmail feature to send invoices from your own address.
You can save your invoice as a PDF, print it, and send it to your customer via mail.

If you're having difficulties using the suggested workarounds, please do not hesitate to reach out to our support team. Please be reminded that our Support Team is available from 6 AM to 6 PM PT on weekdays, and from 6 AM to 3 PM PT on Saturdays. You can visit this article for the detailed steps to contact them: QuickBooks Online Support.

You'll also want to personalize the appearance by adding specific info to your sales forms in QBO. Check out this article for more information: Customize invoices, estimates, and sales receipts in QuickBooks Online.

I appreciate your patience while we're working on this. I'm here whenever you need help with managing your invoices in QuickBooks. Take care always!

J

jwruckAuthor

Thank you for letting me know and offering a solution!

T

TMads

I have also found that if it is a recurring invoice, I can go to the customer and resend it. It usually goes through from there, for some reason.

MJoy_D

QuickBooks Team

You're welcome, @jwruck. It's always our pleasure to help.

If you need assistance or have issues regarding your account, please let us know.

The Community is always willing to help.

Take care and enjoy the rest of your day!

B

BuxtonPudding

Yes we have been having this issue for some months now, it appears to be getting worse.

Issues happening in a random way and with customers who we have had no issues with in the past.

Quickbooks support fairly unhelpful... some suggestions included 'sending customers a screenshot' or 'posting a printed copy to the customer' !

This issue is a worry for some obvious reasons... impact on cashflow, quickbooks users reputation with their own customers... etc etc. However Intuits approach to this issue is even more of a worry.... is our data safe? Could we be put in a position where our data is inaccessible or lost? I have to say I'm really seriously worried about our reliance on this service which seems more and more fragile.

K

Kurt_M

QuickBooks Team

Hello there, @BuxtonPudding. I see that this is a duplicate post,

My colleague, @GeorgiaC already responded to your previous post about this, I'd be happy to route you to see the response. You can click the link below to see the response.

https://quickbooks.intuit.com/learn-support/en-uk/transactions/re-bounced-emails-and-de[…]-issue-when-sending-invoices-and/01/1105135/highlight/true

If you have any additional QuickBooks-related concerns, feel free to click the REPLY button on the link that I've provided above.

B

briyoc

This is now affecting my business also. After doing a quick search I find that this issue has been occurring since February!!! I find it completely unacceptable that it's taking this long to figure out the code issue, while still being charged full price for faulty service. This is creating extra work/time and none of use are being compensated for this service failure. Love how you continue to pop up adds on additional services you want us to subscribe to when you cannot even fix the problem with the base service.

Even Microsoft isn't this bad at fixing their software

Fiat Lux - ASIA

Level 14

@briyoc

Consider having a 3rd party connector for the time being. Their specialists are standing by to onboard your needs to send your invoices and connect it to your QB Payments account.

Otherwise, explore another brand to migrate your data and purchase a 3rd party conversion service if required.

T

teammodul

What is a stable alternative to QBO?

P

PhilW_UK

We have been affected by this for the last three months with a long term client who has so far received the invoice emails fine, despite the "delivery issue" notification. In one case a repeat send cleared the issue within QB online, though the client did receive multiple email copies. Another month the repeat send did not clear the issue within QB, though the client again received multiple copies.

While this continues to be unreliable, we currently therefore have to send PDF copy and/or call the client to ensure they have received the email, which as a one-off isn't too bad, but doing it every month not only wastes time but more importantly looks unprofessional. This is NOT a "solution", it is only a workaround while we wait for this to be resolved.

S

shoholasmokin

I am having the same issue. For customers I have been able to invoice for months or even years, I am now getting delivery issues with their invoices. How can this be allowed to happen? When is the fix due to be in place? It looks like this has been going on for almost a year?

D

DebSheenD

Level 5

This is not the impression we want you to experience when sending invoices to your customers, @shoholasmokin.

I've checked the current investigation and it's still in progress. Where there's an undeliverable or bounced e-mail error but customers are receiving the invoices. We've raised this with our engineers and they are working hard to get this resolved.

As of now, we don't have a specific time frame to get this fix. In this case, we recommend contacting our Customer Support Team so they can add you to the list of affected users. Once there's an update on this case, they'll send you an email notification.

You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:

Go to the Help icon on the top right.
Enter your concern in the search field.
Choose Talk to a human.
Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human.
Press Contact us.
Tick Continue.
Choose Message an agent or Get a callback.

Visit our Invoices and payments page for more insights about managing your invoices on your account.

Just leave a comment below if you have an additional concern about invoices and I'll get back to you. Take care always.

M

Mr G1

They have already raised the issue and YOU should waste your time contacting the support team and adding it to the list. AND MAYBE FIX THE PROBLEM!! June 2023 and having the SAME issue

N

NikkiB7164

I am getting this "delivery issue" error on some of my invoices, which is so weird because they all are going to the same person with the same exact saved email. Why is this happening on some invoices, and some are good. It cannot be a typo error because this person is saved in the customer database on QuickBooks? Is anyone else having this issue?

JessT

Moderator

Hi NikkiB7164,

Yes, we've seen other users reporting the same thing, and thank you for also alerting us to the Undeliverable Error Message issue within QuickBooks Online. Your feedback is useful and is currently guiding our Product Engineering team's efforts to resolve the problem comprehensively. Rest assured, we are committed to resolve this matter for you.

Please contact our QBO Support so they can add your account to ticket #INV-91619 for immediate updates straight from our engineers. You can follow ZackE's steps above.

For the time being, we have a helpful workaround for you: you can download PDF invoices and attach them to your emails when sending to customers or recipients. Your patience during this investigation and resolution process is greatly appreciated.

Once again, thank you for your continued support and understanding. Should you have any further questions or require additional assistance, please don't hesitate to reach back out through this thread. Your satisfaction remains our top priority, and we are here to assist you at every turn.

M

mnordeen

I am also having this issue with one client. QBO has been saying for months that this client's email is bouncing but the client assures me that they are receiving the invoices. I can confirm that they are viewing them. Currently, this is happening with only one client who recently updated their email address. I do not know if this contributed to the issue. I hope this gets resolved soon. Please update the description of this thread as "Under Investigation" not "Solved."

J

JayCaeR

QuickBooks Team

No special instructions are required in the Merchant Service Center for payments sent via US mail. Simply deposit the payment at your bank once you receive it, then record it manually in QuickBooks Online.

For future reference, if you'd like your client to be able to pay you directly online next time, I've included a helpful guide on how to set that up: Receive and process payments.

Additionally, we have another valuable resource, Intuit Expert Assisted, where seasoned professionals are ready to provide tailored guidance and help you manage your books effectively and efficiently.

Please leave your reply below if you have any other concerns regarding QuickBooks. We're here to help.

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